Practice vision statement

Our vision, the reason we are here, we see as to provide high quality medical care in a dynamic, forward thinking and innovative practice setting. We will achieve this by developing and maintaining a cohesive team-based approach which is responsive to people’s needs and expectations and reflects, wherever possible, the latest advances in primary care.

 

Our core aims and values

 

  • Being open and transparent
  • Working in a happy and fulfilling environment
  • Fairness
  • Having respect for one another
  • Being accountable for your own roles and responsibilities
  • Clear communication
  • Recognition for achievements
  • Regular team working activities
  • Chance to participate and engage in regular team meetings
  • To be provided with positive encouragement and support from line managers
  • Chance to develop new ideas
  • Opportunity for further training and development

 

We are committed to provide effective and accessible care in a responsive, compassionate manner. We aspire to be an organisation that staff are proud of, building upon our existing team working relationships and levels of mutual support.

 

We feel our aims and objectives reflect the population demand of our practice and our future direction of travel.

 

Aims and objectives

 

Care Navigation: Aim to provide patients with the most appropriate clinician or service during their first point of contact. Signposting to external agencies for the right treatment or support where necessary.

 

Continuity of Care: Providing patients with a choice of their preferred clinician we feel is important to ensuring patients have continuity of care.

 

Sharing / Hub Working: Sharing ideas, knowledge and skills with others to improve the services for all patients

 

Learning and Development: Sharing learning and development through training and significant event analysis.

 

Training Practice: We are passionate about encouraging newly qualified medical professionals in to primary care. Providing effective supervision and mentoring support to all our team.

 

Technology: Striving to provide innovative services in digital technology

 

Patient Engagement: Promotion of our PPG, Friends and Family Test, Survey and feedback forms to receive evaluation of our services and make changes where needed

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.

Your confidentiality is important to us

You can be sure that anything you discuss with any member of this practice – family doctor, nurse, receptionist – will stay confidential.

Even if you are under 16 nothing will be said to anyone – including parents, other family members, carer workers or tutors – without your permission. The only reason why we might want to consider passing on confidential information without your permission, would be to protect you or someone else from serious harm. We would always try to discuss this with you first.

If you are being treated elsewhere – for example at a hospital or Brook centre – it is best if you allow the doctor or nurse to inform the practice of any treatment you are receiving.

If you have any worries about confidentiality please feel free to ask a member of staff.

Did not attend (DNA) policy

What a DNA is

A DNA appointment is when a patient does not turn up for appointments, and does not contact the surgery to cancel or change the appointment.

This creates a significant strain on the NHS.

We understand that there are situations that can make it impossible for you to cancel your appointment, for example being admitted to hospital.

Our DNA policy

  1. If you fail to attend 2 or more appointments in the the previous month, you will get a warning letter.
  2. If you’ve had a warning letter and you miss another appointment, you’ll get another letter. This will say that you can only book appointments on the day, and not in advance.
  3. If you do not attend same day appointments, we will invite you to discuss a contract and an appointment plan. This will include you calling to confirm an appointment, if not it will be cancelled.

Warning letters last 12 months.

Cancelling appointments

To avoid DNA appointments, you can use the NHS app or online services to cancel your appointments.

You can also get a text reminder of your appointment, and you can reply to this to cancel if necessary. Please make sure we have the right mobile number for you.

Contact us

If you would like to discuss DNAs, please contact the surgery.

See our contact details

Access to medical records

What is the Great North record and how it can benefit all of your health needs?

There is a new patient record sharing electronic system enabling all health professionals at various health organisation having access to a summary of your heath record to help with your care. E.g. You go and see a physio based at another organisation they will be able to see your summary and help with your treatment. Your medical records will still be confidential and only be able to be accessed by doctors , nurses and anybody directly involved in your care. You will be asked permission by the health organisation if you consent to allow them to view your Great North Care record.

You can decline or opt out of this record service at anytime.

This helps you by allowing the health professional spend more time on your care, joined up safer care and all your information kept in one place.

What does the Great North Record contain?

  • List of diagnosed conditions
  • Allergies
  • Test results
  • Referrals and Discharge Information
  • Address and telephone number

What organisations will be able to see my Great North Care Record and who supports it?

  • GP Practices
  • NHS 111
  • NHS Hospitals
  • Mental Health Services
  • Out-of-Hours Doctors
  • Ambulance Services

See more information on the Great North Care Record website.

Accessibility statement

This accessibility statement applies to this website.

This website is run by Livi. We want as many people as possible to be able to use this website. For example, that means you should be able to:

  • change colours, contrast levels and fonts
  • zoom in up to 300% without the text spilling off the screen
  • navigate most of the website using just a keyboard
  • navigate most of the website using speech recognition software
  • listen to most of the website using a screen reader (for example NVDA)

We’ve also made the website text as simple as possible to understand.

AbilityNet has advice on making your device easier to use if you have a disability.

Feedback and contact information

If you have feedback, or need information on this website in a different format, contact websitesupport@livi.co.uk

We’ll get back to you in 5 working days.

Reporting accessibility problems with this website

We’re always looking to improve the accessibility of this website. If you find any problems not listed on this page or think we’re not meeting accessibility requirements, contact websitesupport@livi.co.uk

Enforcement procedure

The Equality and Human Rights Commission (EHRC) is responsible for enforcing the Public Sector Bodies (Websites and Mobile Applications) (No. 2) Accessibility Regulations 2018 (the ‘accessibility regulations’).

If you’re not happy with how we respond to your complaint, contact the Equality Advisory and Support Service (EASS).

Contacting us by phone or visiting us in person

Our offices have audio induction loops, or if you contact us before your visit we can arrange a British Sign Language (BSL) interpreter.

Contact the practice to find out about audio induction loops and BSL interpreters.

Technical information about this website’s accessibility

We are committed to making its website accessible, in accordance with the Public Sector Bodies (Websites and Mobile Applications) (No. 2) Accessibility Regulations 2018.

Compliance status

This website is partially compliant with the Web Content Accessibility Guidelines version 2.1 AA standard, due to the non-compliances listed below.

Disproportionate burden

Nothing on the site is a disproportionate burden to fix.

Content that’s not within the scope of the accessibility regulations

No content is outside the scope of the accessibility regulations.

Preparation of this accessibility statement

This statement was prepared on 6 July 2022. It was last reviewed on 6 July 2022.

This website was last tested on 6 July 2022. The test was carried out by Livi.

The website is based on six templates. We took at least one page from each template to test. We chose pages that cover the range of user tasks and functionality on the site.