Practice Policies & Patient Information
Accountable GP
The NHS requires that every patient is allocated a named accountable GP. All registered patients have been allocated a named GP, and any newly registered patients will be allocated a named GP within 21 days of registering. This is for administrative purposes only and you retain the right to see any of our GPs. You will still be able to book an appointment with the GP of your choice.
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 GP or nurse 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.
Chaperone Policy
We will always respect your privacy, dignity and your religious and cultural beliefs particularly when intimate examinations are advisable – these will only be carried out with your express agreement and you will be offered a chaperone to attend the examination if you so wish.
You may also request a chaperone when making the appointment or on arrival at the surgery (please let the receptionist know) or at any time during the consultation.
Complaints and Suggestions
Would you like to make a suggestion to the practice?
Your feedback, comments and suggestions are important to us. Please contact the surgery directly as to how we can improve our service to you.
If you have a query regarding a medical matter, please telephone reception to make an appointment to see the appropriate person.
Would you like to make a complaint?
We make every effort to give the best service possible to everyone who attends our practice.
However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.
If you wish to make a complaint, please put your concerns in writing to the practice manager who will contact you directly.
Confidentiality and Access to Medical Records
The practice strictly applies the rules of confidentiality and will not release patient information to a third party (other than those involved in the direct care of a patient) without proper valid and informed consent, unless this is within the statutory exempted categories such as in the public interest, or if required by law, in which case the release of the information and the reasons for it will be individually and specifically documented and authorised by the responsible clinician.
Disability Access
Access is through the main front door. We have a wheelchair available for use in surgery.
One disabled parking space is available for use whilst visiting the Surgery
Hearing Difficulties
If you experience hearing difficulties, please do let us know in order for us to set up an alert on your medical records and personally collect you from the waiting room. Alternatively, we do have the facility of a portable induction loop. If you would like to use this, please ask at reception for assistance.
GP Net Earnings
NHS England require that the net earnings of doctors engaged in the practice is published, and the required disclosure is shown below.
All GP practices are required to declare the mean earnings ( e.g. average pay) for GP’s working to deliver NHS services to patients at each practice.
The average pay for GP’s working in Claremont Bank Surgery in the last financial year was £52,123 before tax and national insurance.
This is for 3 full time GP’s and 5 part time GP’s who worked in the practice for six months or more during that year.
Richard Walker, Practice Manager 25-03-2024
Summary Care Record
There is a new Central NHS Computer System called the Summary Care Record (SCR). It is an electronic record which contains information about the medicines you take, allergies you suffer from and any bad reactions to medicines you have had.
Why do I need a Summary Care Record?
Storing information in one place makes it easier for healthcare staff to treat you in an emergency, or when your GP practice is closed.
This information could make a difference to how a doctor decides to care for you, for example which medicines they choose to prescribe for you.
Who can see it?
Only healthcare staff involved in your care can see your Summary Care Record.
How do I know if I have one?
Over half of the population of England now have a Summary Care Record. You can find out whether Summary Care Records have come to your area by looking at our interactive map or by asking your GP
Do I have to have one?
No, it is not compulsory. If you choose to opt out of the scheme, then you will need to complete a form and bring it along to the surgery. You can use the form at the foot of this page.
More Information
For further information visit the NHS Care records website
Training Practice
A Keele University School of Medicine Teaching Practice.
Foundation Year Two Doctors
We have now been providing General Practice experience to doctors in training since August 2006. We regard this as a great success for the practice. Teaching adds an extra dimension of interest for the doctors in their work and helps all of us in our professional development.
These doctors have graduated from Medical School and completed at least one whole year of post-graduate training in hospital before coming to us. They are fully registered Medical Practitioners with the GMC and have full prescribing rights. They are referred to as FY2 doctors (Foundation Year 2).
We would be most grateful if you would assist us in their training and agree to see a FY2 doctor when booking your appointment. A GP will always be close at hand for advice and assistance.
For further information visit:
Violent or Abusive Behaviour
We have a zero tolerance policy for 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 this behaviour continues, we may act upon our right to take action to have them removed immediately, from our list of patients.
As a patient of this practice, we ask that you: –
- Treat staff politely and behave in a reasonable and responsive manner.
- To treat our staff with dignity and respect.
- To follow treatment plans recommended by your Dr or Nurse this includes medication and how it should be taken.
- To ensure the details of any consent forms are correct prior to signing.
- Only ask for an urgent appointment if needed.
- Arrive on time for your appointment.
- Cancel your appointment if you are unable to attend.
- Talk to a doctor or the Practice Manager if you are unhappy about any of our services.
Patient Rights and Responsibilities
As a patient of this practice, you have the right to:
- Be treated with respect and courtesy, preserving your privacy, confidentiality and dignity.
- To receive clear understandable information about your care. If you do not understand, please ask questions – it is your right to know.
- To be involved in decisions about your health care.
- To be given an appointment on the day of your request if the need is urgent.
- To be given a full explanation about your medical condition and treatment.
- The right to express preference of Dr or Nurse (please do so at the time of making your appointment