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CARE NAVIGATION

Care Navigation – to help patients get the right support, quickly

Across County Durham, all GP practices want to make sure their patients are seen quickly by the right healthcare professional for their problem. We know that when you are not feeling well you just want to feel better quickly and sometimes may feel that the only person to help would be a GP.

Throughout June and July, our practice staff received specialist training developed by clinicians, to help them provide you with information about choices you have to see an appropriate person for your healthcare needs. Sometimes a GP isn't the best person to see. Within your GP practice for example a Practice Nurse (for matters including dressings, immunisations or ear syringes) may be better. You could also be directed to a healthcare professional in the community such as a community pharmacist, optician or sexual health nurse.

When you contact your GP practice, the receptionists may ask you a few questions to help navigate you to the best person to help you quickly. They won’t try to diagnose your problem, but you may need to tell them a little about why you are calling. Of course you do not have to, the choice is yours and you can always still request to see your GP, but you may be able to be seen faster by someone who is able to provide the right care for you using 'Care navigation' to help, without waiting to see a GP.

For further details please see the link below

www.northdurhamccg.nhs.uk/about-our-ccg/care-navigation

Patient Rights

Patient Rights and Responsibility

The practice tries to ensure all patients receive prompt and effective care. The practice team takes the subject of patient confidentiality very seriously. Young people (over 16 years of age) should telephone for test results themselves, as they will not be given to parents. Patients are expected to show courtesy to all staff and to cancel appointments they no longer require. All patients are entitled to have a chaperone present for any consultation, examination or procedure where they consider one is required. The chaperone may be a family member or friend, but on occasions a formal chaperone may be preferred. The Healthcare Professional may also require a chaperone to be present for certain consultations, normally this is those that require an intimate examination.

Information available from Cheveley Park Medical Centre providing medical services under contract to the NHS under the Freedom of Information Act publication scheme.

Information covered by this scheme is only about the primary, general or personal medical services we provide under contract to the National Health Service

Information to be published	How the information can be obtained	Cost
*Class1 - Who we are and what we do* (Organisational information, structures, locations and contacts) - This will be current information only. Cheveley Park Medical Centre provides general medical services to patients in the geographical area of Durham. A more detailed guide to the geographical area is available on the practice website and the NHS Choices website.	Practice Leaflet and website (www.cheveleyparkmedicalcentre.co.uk) NHS Choices website (https://www.nhs.uk/pages/home.aspx)	Free
Doctors in the practice	As above & NHS Choices website	Free
Contact details for the practice (named contacts where possible with telephone number and email address (if used))	As above & NHS Choices website	Free
Opening hours	Practice leaflet and website	Free
Other staffing details	Practice leaflet and website	Free

*Class 2 – What we spend and how we spend it* (Financial information relating to projected and actual total practice funding. Current and previous financial year as a minimum NB There may be circumstances when material cannot be released because it is confidential or commercial info. or the appropriate person within the practice has taken the view that it may be prejudicial to the conduct of practice affairs	Practice or North Durham CCG, Finance Dept.	Free
Total cost to the CCG of our contracted services.	North Durham CCG	Free
Audit of NHS income	North Durham CCG	Free

*Class 3 – What our priorities are and how we are doing* (Strategies and plans, performance indicators, audits, inspections and reviews) Our mission is to provide the highest possible standard of care to all of our patients. Current and previous year as a minimum	Cheveley Park Medical Centre, Practice Manager	Free
Developments in line with Primary Care Organisation priorities	North Durham CCG 5 year plan	Free
Plans for the development and provision of NHS services	As Above
Quality and Outcomes (QoF) achievement	Practice or www.qof.ic.nhs.uk	Free
Continued participation in Enhanced Services	Hard copy by request to Practice Manager	Free
Performance and what our patients think of us from Patient Satisfaction Questionnaire/Friends and Family Test	Practice hard copy via Practice Manager, website and www.nhschoices.nhs.uk	Free
Increase access for patients with extended hours	Hard copy by request to Practice Manager	Free
Expansion of internet facilities for ordering repeat medications and making/cancelling advance GP appointments	Hard copy by request to Practice Manager	Free

*Class 4 – How we make decisions* (Decision making processes and records of decisions) All issues regarding the Practice and any changes are discussed at the appropriate level of meeting. All meetings and decisions are evidenced in minutes. Current and previous year as a minimum	Cheveley Park Medical Centre, Practice Manager	Free

*Class 5 – Our policies and procedures* (Current written protocols, policies and procedures for delivering our services and responsibilities) NB Decisions taken at meetings will be evidenced in minutes. Minutes containing commercially sensitive or data protection information will not be within the Publication Scheme and are purely for key personnel within the Practice. General minutes of meetings may be requested through the Publication Scheme Current and previous year as a minimum	Cheveley Park Medical Centre, Practice Manager	Free
Policies and procedures about the employment of staff	Cheveley Park Medical Centre, Practice Manager	Free
Equality and diversity policy	Cheveley Park Medical Centre, Practice Manager	Free
Health and safety policy	Cheveley Park Medical Centre, Practice Manager	Free
Complaints procedures (including those covering requests for information and operating the publication scheme)	Cheveley Park Medical Centre, Practice Manager	Free
Data protection policies	Cheveley Park Medical Centre, Practice Manager	Free
Policies and procedures for handling requests for information	Cheveley Park Medical Centre, Practice Manager	Free
Patients’ charter	Cheveley Park Medical Centre, Practice Manager, displayed in reception and website	Free

*Class 6 – Lists and Registers* Currently maintained lists and registers only Patient lists are maintained using EMIS Web which is fully computerised and paperless. Currently the practice has approximately 4304 patients.	None available to the public	N/A N/A
Any publicly available register or list	None held	N/A
Chronic Disease prevalence	North Durham CCG	N/A

*Class 7 – The services we offer* (Information about the services we offer, including leaflets, guidance and newsletters produced for the public) Current information only	Practice Leaflet, practice website, NHS Choices website, waiting area and Practice Manager	Free
The services provided under contract to the NHS	Practice Leaflet and website	Free
Charges for any non NHS services (completing reports etc.)	Practice website, waiting area, verbally or in writing depending on timescale	Free
Information leaflets Practice information leaflet. We also have leaflets supplied by other NHS organisations, charities and voluntary organisations on display in the waiting areas.	Hard copies by request, website and waiting area	Free
Out of hours arrangements When the practice is closed ‘Out of Hours Care’ for urgent medical services is provided by an ‘Out of Hours’ service arranged by North Durham CCG. Accidents and emergencies occurring outside the surgery should be directed to 111.	Practice Leaflet, website and OOH telephone message	Free

Violent & Aggressive Patients

The Practice operate a zero tolerance policy with regard to violence and abuse and the practice has the right to remove violent patients from the list with immediate effect in order to safeguard practice staff, patients and other persons. Violence in this context includes actual or threatened physical violence or verbal abuse which leads to fear for a person’s safety. If the situation arises we may issue a warning or notify the patient in writing of their removal from the list and record in the patient’s medical records the fact of the removal and the circumstances leading to it.

DNA Policy (Did not Attend)

If you have booked an appointment which you cannot keep, please contact the surgery at the earliest possible opportunity to inform us so that someone else can make use of the appointment. It is not considered sufficient time if you ring 15 minutes before your appointment is due and the appointment will be wasted. If you do not attend your booked appointments on a regular basis without a valid reason, you may be removed from the practice list and will need to register at another surgery.

Your Records

We increasingly find that the best way to keep your records up to date and immediately accessible to the healthcare professionals at the practice is to keeps these on our own secure medical computer system called EMIS.

Under the provision made by the Data Protection Act, you are perfectly entitled to ask us for access to your computerised and paper medical record.

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