Practice Policies & Patient Information
Access to medical records
The practice is registered and complies with the Data Protection Act 2017 and GDPR May 2018. Any request for access to notes by a patient, patient’s representative or outside body will be dealt with in accordance with the Acts. Please contact the Practice Manager for further information.
Complaints and compliments
Our complaints process explained.
Your suggestions and complaints are welcome to help us to improve the quality of our service.
Talk to us
Every patient has the right to make a complaint about the treatment or care they have received at Inclusion Healthcare. We understand that we may not always get everything right and, by telling us about the problem you have encountered, we will be able to improve our services and patient experience.
Who to talk to
Most complaints can be resolved at a local level. Please speak to a member of staff if you have a complaint. Our staff are trained to handle complaints. Alternatively, ask to speak or write to the practice manager: Deborah Brunger.
If you are still unhappy and wish to take the matter further, please contact LLR ICB (Leicester Leicestershire and Rutland Integrated Care Board)
You can do this by:
- Telephone: 0116 295 7572
- Email: llricb-llr.enquiries@nhs.net
- Writing to us at: Corporate Governance Team
NHS Leicester, Leicestershire and Rutland Integrated Care Board (ICB) Room G30, Pen Lloyd Building
County Hall, Glenfield
Leicester, LE3 8TB
A complaint can be made verbally or in writing. A complaints form is available from reception. Additionally, you can complain via email to inclusionhealthcare@nhs.net.
Time frames for complaints
The time constraint on bringing a complaint is 12 months from the occurrence giving rise to the complaint, or 12 months from the time you become aware of the matter about which you wish to complain.
The investigating staff member will acknowledge all complaints within three business days.
We will aim to investigate and provide you with the findings as soon as we can and within 30 working days. We will provide regular updates regarding the investigation of your complaint.
Investigating complaints
We will investigate all complaints effectively and in conjunction with extant legislation and guidance.
Confidentiality
We will ensure that all complaints are investigated with the utmost confidentiality and that any documents are held separately from the patient’s healthcare record.
Third party complaints
We allow a third party to make a complaint on behalf of a patient. The patient must provide consent for them to do so. A third-party patient complaint form is available from reception.
Final response
We will issue a final formal response to all complainants which will provide full details and the outcome of the complaint. We will liaise with you about the progress of any complaint.
GP Net Earnings
There are no persons that meet the disclosure requirements as described by the NHS General Practice Pay thresholds.
Medical Education
We are a training practice and you may be offered an appointment with a GP registrar. These doctors are fully qualified will have had experience in several hospital specialties. They are completing their specialist training as a GP.
We also teach medical students and sometimes you may be asked to see the doctor or nurse with a student present. You will always be asked beforehand if this is acceptable and you may ask for the student to withdraw if you prefer to have your consultation in private.
Named Accountable GP
The NHS requires that every patient is allocated a named accountable GP. All registered patients at the practice have been allocated a named GP. Newly registered patients will be allocated a named GP within 21 days of registering. This is for administrative purposes only. You retain the right to see any of our healthcare professionals.
What does ‘accountable’ mean?
The named accountable GP takes responsibility for the co-ordination of all medical services and ensures they are delivered to each of their patients where required.
This new arrangement has been introduced to reassure patients that they have one GP within the practice who is responsible for ensuring that work is carried out on their behalf.
Does the requirement mean 24-hour responsibility for patients?
No. The named GP will not:
- take on responsibility for the work of other doctors or health professionals
- take on 24-hour responsibility for the patient, or have to change their working hours.
- be the only GP or clinician who will provide care to that patient
Can patients choose their own named GP?
Patients have been allocated a named GP by the practice. However, if a patient requests a particular GP, reasonable efforts will be made to accommodate their preference.
Do patients have to see the named GP when they book an appointment with the practice?
No. Patients are free to choose to see any healthcare professional in the practice.
If you would like to know who your named accountable GP is, or you have a preference as to which GP you are allocated, please contact the Surgery for more information using the admin link for AccuRx to contact the surgery.
Named GP
All patients at The Inclusion Practice have a named, accountable doctor who is responsible for coordinating their care.
Your named doctor will be allocated to you by the practice. You can still talk to or make appointments to see any of our doctors or nurses, not just your named GP.
If you have a preference and would like to request a particular doctor at the practice to be your named GP please talk to one of our receptionists.
Patient Confidentiality
We respect your right to privacy and keep all your health information confidential and secure. It is important that the NHS keeps accurate and up-to-date records about your health and treatment so that those treating you can give you the best possible care.
This information may be used for management and audit purposes. However, it is usually only available to, and used by, those involved in your care. You have the right to know what information we hold about you. If you would like to see your records please contact the Practice Manager.
Please note that we have updated our privacy policy in line with the recent GDPR guidance. A copy of this can be found in reception and further details are available on request via Reception. Please ask if you would like more information.
Patient Rights and Responsibilities
We aim to treat our patients courteously at all times and expect our patients to treat our staff in a similarly respectful way. It is your responsibility to keep your appointments, inform us of your past illnesses, medication, hospital admissions and any other relevant details.
Using this website
The medical information on this website, and on any sites linked to from this website, gives general advice only and SHOULD NOT be used as a substitute for the personal advice patients receive when consulting a GP.
Violent or abusive behaviour
We take seriously any threatening, abusive or violent behaviour against any of our staff or patients. If a patient is violent or abusive, they will be warned to stop their behaviour. If they persist, we may exercise our right to take action to have them removed, immediately if necessary, from our list of patients.