POLICIES

ACCESSIBILITY

All of our services through the Alliance are carried out in host sites. All of these host sites have been assessed to ensure they provide parking, blue badge parking, have wheelchair access and automatic doors with push buttons. However, in order to protect our workers whilst working out of hours, sites will be locked at 1830 and bells and intercoms will be used.

CHAPERONE POLICY

As with any healthcare setting, sometimes it is necessary to carry out an intimate examination. In keeping with professional standards, you will be offered an impartial observer or “chaperone” The purpose of the chaperone is to ensure both the patient and clinician are comfortable with the examination and to raise any concerns on behalf of either party.

ZERO TOLERANCE

Sadly, abuse against healthcare workers is on the increase and as a result, we have had to ensure we provide guidance to our service users on how we handle this. SHPCA has a responsibility to all of its employers to keep them safe whilst at work. We accept that sometimes matters arise in healthcare that can cause upset and unreasonable behaviour however, SHPCA will not accept any form of aggression – verbal or physical – directed towards its staff members.

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Please be sure to bring any sight or hearing impairment issues to the staff member booking your appointment if attending out of hours, so that they can ensure to include a description that will ensure staff working when you attend your out of hours appointment are able to assist you.

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Where possible, we will always try and use a Health Care Assistant or Nurse for chaperoning however due to staffing on later shifts, this may not always be possible. In this instance, you will then be offered a trained member of the reception team. If not comfortable with this, we will, of course, help to rebook your appointment for a more convenient time.

All patients are entitled to a chaperone for any procedure so please ask a member of staff if you would like one.

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It is incredibly rare but in the event that someone is posing a threat to a staff member or patient, we will contact the police and ask for their attendance.

Mutual respect and understanding is something we strive for and in the event that this is breached due to aggressive behaviour directed at anyone whilst using our services, we will contact your GP and make them aware of such incidents which may affect you being able to access our services again in the future.

ACCESSIBILITY

All of our services through the Alliance are carried out in host sites. All of these host sites have been assessed to ensure they provide parking, blue badge parking, have wheelchair access and automatic doors with push buttons. However, in order to protect our workers whilst working out of hours, sites will be locked at 1830 and bells and intercoms will be used.

Read more

Please be sure to bring any sight or hearing impairment issues to the staff member booking your appointment if attending out of hours, so that they can ensure to include a description that will ensure staff working when you attend your out of hours appointment are able to assist you.

CHAPERONE POLICY

As with any healthcare setting, sometimes it is necessary to carry out an intimate examination. In keeping with professional standards, you will be offered an impartial observer or “chaperone” The purpose of the chaperone is to ensure both the patient and clinician are comfortable with the examination and to raise any concerns on behalf of either party.

Read more

Where possible, we will always try and use a Health Care Assistant or Nurse for chaperoning however due to staffing on later shifts, this may not always be possible. In this instance, you will then be offered a trained member of the reception team. If not comfortable with this, we will, of course, help to rebook your appointment for a more convenient time.

All patients are entitled to a chaperone for any procedure so please ask a member of staff if you would like one.

ZERO TOLERANCE

Sadly, abuse against healthcare workers is on the increase and as a result, we have had to ensure we provide guidance to our service users on how we handle this. SHPCA has a responsibility to all of its employers to keep them safe whilst at work. We accept that sometimes matters arise in healthcare that can cause upset and unreasonable behaviour however, SHPCA will not accept any form of aggression – verbal or physical – directed towards its staff members.

Read more

It is incredibly rare but in the event that someone is posing a threat to a staff member or patient, we will contact the police and ask for their attendance.

Mutual respect and understanding is something we strive for and in the event that this is breached due to aggressive behaviour directed at anyone whilst using our services, we will contact your GP and make them aware of such incidents which may affect you being able to access our services again in the future.

INFECTION PREVENTION AND CONTROL

SHPCA is in a unique situation in that all of its services are run out of host sites. Whether it is a blood taking service in Hayling Island to a Cardiology Service in Petersfield, we endeavour to ensure that the sites we are operating out of the match the highest standards of infection prevention and control.

WHAT IS INFECTION PREVENTION AND CONTROL?

Infection prevention and control (ICP) is the discipline around preventing healthcare-associated infection. This is a very vast subject but as healthcare providers, the SHPCA have a responsibility to ensure that sites have the resources they need to ensure infection spread is kept to a minimum.

From protective clothing such as disposable gloves and aprons, through to disposable curtains; hand sanitiser, sharps disposal, and handwashing facilities, we endeavour to maintain the highest level of care in all of our sites.

HOW DO WE
DO THIS?

We work collaboratively with host sites and have embedded in our service level agreements sharing of information regarding ICP audit dates and concerns. In addition, we endeavour to carry out our own audits, under the guidance of our ICP Lead Trudy Mansfield and Site Services Manager Tina Richardson. We follow guidance from both national and local level which is reviewed and updated as per best practice guidance.

For more information please follow: https://www.infectionpreventioncontrol.co.uk/

SOUTHERN HAMPSHIRE PRIMARY CARE ALLIANCE POLICIES

CONFIDENTIALITY

Our services are unique in that they often provide patient care for people outside of their normal GP Surgery. For that reason, we strive to ensure that confidentiality is preserved at every step of the way.

HOW DOES THIS WORK?

When you book an appointment, you will be asked to give permission for your record to be shared however only the clinician seeing you will be able to access these notes.

RESPONSIBILITIES OF STAFF:

All clinicians have a legal and professional responsibility to work within their professional code of practice. This ensures that they make every effort to protect patients’ confidentiality.

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As with confidentiality that exists in all health services, we recognise that the maintenance of trust is crucial to the services we provide.

We believe that confidentiality is as important to those aged under 16 years as well as those who are older. Only in the event of exceptional circumstances, when there may be a risk of harm will minimal data be shared. In order for the clinicians working in any of our commissioned services to be able to provide a safe and informed level of care, they will be able to access your electronic medical record. However, this data sharing is unique and specific only to the clinician seeing you and for a limited time only.

Read more

Notes of your consultation will be automatically saved to your record. Clinical staff at your usual surgery will be able to see the details of your appointment to ensure that your records are kept up-to-date.

In the event of any specific information needing to be shared by the General Practitioner seeing you in the Extended Access Service, they will contact your own GP directly via a secure, internal clinical messaging system and ensure the additional information is sent across.

Read more

In addition, no staff member will share any identifiable information with outside agencies unless permission is obtained beforehand from individuals involved. The staff does, however, have a duty of care with regards to safeguarding and in the case of concern about the harm being caused to a patient, staff will ensure that this is prioritised.

We foster a culture of teamwork even with regards to confidentiality and encourage staff to hold each other to account. Staff is aware of protocols that exist within our organisation to ensure that they follow a process to ensure optimum confidentiality is adhered to and reported and disclosed if necessary.

RESPONSIBILITIES OF THE EMPLOYER:

We at the SHPC Alliance have a responsibility to ensure that all employees are aware of confidentiality protocols and processes that exist within our organisation.

WHEN WOULD DISCLOSURE BE NECESSARY?

Only in the event of a person being at risk of serious harm would disclosure with appropriate persons/agencies be necessary.

Read more

We are ultimately responsible for ensuring that there those encountering our organisation are protected and feel confident that confidentiality systems are in place.

We have a duty of care to our patients, carers, and relatives and that means that we must ensure that all employees are kept up to date with matters relating to confidentiality. Updates are regularly disseminated as when necessary and we have an open culture in order to facilitate queries or concerns being raised.

We have a responsibility to ensure that all staff working within the service are equally protected and that sensitive data about them will not be shared unless consent has been sought prior.

We have a team of leads working within the Alliance including a Caldicott Guardian, Senior Information Risk Officer, Information Governance Lead and Data Protection Officer to maintain and monitor guiding principles and guidance.

Read more

In this event, the relevant healthcare professional would provide information to the individual about the need and benefits so that they can be informed.

In the event that the individual refuses, advice would be sought from leads and regulatory bodies in order to ensure that disclosing without consent is necessary.

SOUTHERN HAMPSHIRE PRIMARY CARE ALLIANCE POLICIES

CONFIDENTIALITY

Our services are unique in that they often provide patient care for people outside of their normal GP Surgery. For that reason, we strive to ensure that confidentiality is preserved at every step of the way.

Read more

As with confidentiality that exists in all health services, we recognise that the maintenance of trust is crucial to the services we provide.

We believe that confidentiality is as important to those aged under 16 years as well as those who are older. Only in the event of exceptional circumstances, when there may be a risk of harm will minimal data be shared. In order for the clinicians working in any of our commissioned services to be able to provide a safe and informed level of care, they will be able to access your electronic medical record. However, this data sharing is unique and specific only to the clinician seeing you and for a limited time only.

HOW DOES THIS WORK?

When you book an appointment, you will be asked to give permission for your record to be shared however only the clinician seeing you will be able to access these notes.

Read more

Notes of your consultation will be automatically saved to your record. Clinical staff at your usual surgery will be able to see the details of your appointment to ensure that your records are kept up-to-date.

In the event of any specific information needing to be shared by the General Practitioner seeing you in the Extended Access Service, they will contact your own GP directly via a secure, internal clinical messaging system and ensure the additional information is sent across.

RESPONSIBILITIES OF STAFF:

All clinicians have a legal and professional responsibility to work within their professional code of practice. This ensures that they make every effort to protect patients’ confidentiality.

Read more

In addition, no staff member will share any identifiable information with outside agencies unless permission is obtained beforehand from individuals involved. The staff does, however, have a duty of care with regards to safeguarding and in the case of concern about the harm being caused to a patient, staff will ensure that this is prioritised.

We foster a culture of teamwork even with regards to confidentiality and encourage staff to hold each other to account. Staff is aware of protocols that exist within our organisation to ensure that they follow a process to ensure optimum confidentiality is adhered to and reported and disclosed if necessary.

RESPONSIBILITIES OF THE EMPLOYER:

We at the SHPC Alliance have a responsibility to ensure that all employees are aware of confidentiality protocols and processes that exist within our organisation.

Read more

We are ultimately responsible for ensuring that there those encountering our organisation are protected and feel confident that confidentiality systems are in place.

We have a duty of care to our patients, carers, and relatives and that means that we must ensure that all employees are kept up to date with matters relating to confidentiality. Updates are regularly disseminated as when necessary and we have an open culture in order to facilitate queries or concerns being raised.

We have a responsibility to ensure that all staff working within the service are equally protected and that sensitive data about them will not be shared unless consent has been sought prior.

We have a team of leads working within the Alliance including a Caldicott Guardian, Senior Information Risk Officer, Information Governance Lead and Data Protection Officer to maintain and monitor guiding principles and guidance.

WHEN WOULD DISCLOSURE BE NECESSARY?

Only in the event of a person being at risk of serious harm would disclosure with appropriate persons/agencies be necessary.

Read more

In this event, the relevant healthcare professional would provide information to the individual about the need and benefits so that they can be informed.

In the event that the individual refuses, advice would be sought from leads and regulatory bodies in order to ensure that disclosing without consent is necessary.

DATA PROTECTION

GDPR

In May 2018 General Data Protection Regulation (GDPR) came into effect building on the principles of existing structures. This relates to how your personal data is processed, stored and shared and the legal entitlement an individual has around these issues. It is a complex and vast subject. Within SHPCA this is something we ensure we are monitoring closely and allow good continuity of care without breaching any data protection policies.

Within the organisation we have a nominated individual – Sue Williams – who monitors our data protection and ensures that guidance is adhered to following the 10 Data Security Principles. We believe by sharing this with our shared practice populations, we are promoting transparency and reassurance.

10 Data Security Requirements

The 10 data security requirements have been recommended by Dame Fiona Caldicott, the National Data Guardian for Health and Care. They are listed below:

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  • All staff ensures that all personal confidential data is handled, stored and transmitted securely. Personal confidential data is only shared for lawful and appropriate purposes.

  • All staff understands their responsibilities under the National Data Guardian’s Data Security Standards, including their personal accountability for deliberate or avoidable breaches.

  • All staff complete appropriate annual data security training and pass a mandatory test.
  • Personal confidential data is only accessible to staff who need it for their current role. All access to personal confidential data on IT systems can be attributed to individuals.
  • Processes are reviewed at least annually to identify and improve processes which have caused breaches or near misses.
  • Cyber-attacks against services are identified and resisted and CareCERT security advice is responded to. Action is taken immediately following a data breach or a near miss.
  • A continuity plan is in place to respond to threats to data security, including significant data breaches or near misses, and it is tested once a year as a minimum.
  • No unsupported operating systems, software or internet browsers are used within the IT estate.
  • A strategy is in place for protecting IT systems from cyber threats which are based on a proven cybersecurity framework such as Cyber Essentials. This is reviewed at least annually.
  • Suppliers are held accountable via contracts for protecting the personal confidential data they process and meeting the National Data Guardian’s Data Security Standard.

Data Sharing Agreement

Due to the nature of work that the alliance carries out, with patients attending different sites to their usual GP, we have a Data Sharing Agreement. As outlined in the confidentiality section, this ensures that an individual clinician will have access to your notes for a specific amount of time, following a signature of consent being obtained.

PATIENT AND ADVICE LIAISON SERVICE (PALS)

The NHS is an interwoven web of hundreds of services with General Practice at the core. Whilst both General Practices and the Alliance are essentially independent of the NHS they are feeders into various secondary services such as hospitals and specialists. The PALS service was set up relatively recently and its premise is multi-factorial.

PALS provides the following:

COMPLAINTS

As an organisation we endeavour to provide the best possible care a to our service users. In the event that we are not able to do this, we welcome feedback that will help us shape and improve our services for the future. We have quality meetings 6 times a year and built into this is evaluating complaints as and when they arise. SHPC Alliance staff are involved in re-evaluating services in order to action any points that have arisen from complaints.

Complaints procedure leaflet (PDF document)

Complaints form (word document)

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  • Confidential, impartial support and advice or information on matters regarding health by providing a central point of contact to patients, relatives, and carers.
  • Assistance when wanting to raise a concern about a particular service within the NHS
  • Recommendations for Healthcare providers with input as to how best to improves services.
  • An early warning system for NHS services, Trusts and larger bodies by feeding into monitoring and regulatory organisations.
  • Advice on how you can get more involved in assisting shape local services
  • A pathway for helping to evolve patient suggestions and ideas.

It also assists in helping people make decisions about their own healthcare, put people in touch with support groups and clarify some of the issues that people often find confusing when accessing the NHS.

You can find your nearest PALS office on the NHS website.  

In addition, you can also ask your GP surgery, hospital or phone NHS 111 for details of your nearest PALS.

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We are supported by Quality Services at the Fareham and Gosport and South East Hants CCGs and if they are unable to assist, we will escalate to NHS England. As outlined in our complaint’s procedure leaflet, in the event that following a full investigation into your complaint, we urge you to contact:

Parliamentary and Health Service Ombudsman

Millbank Tower

Millbank

London

SW1P 4QP

Telephone Number: 0345 015 4033

phso.enquiries@ombudsman.org.uk

www.ombudsman.org.uk

PATIENT AND ADVICE LIAISON SERVICE (PALS)

The NHS is an interwoven web of hundreds of services with General Practice at the core. Whilst both General Practices and the Alliance are essentially independent of the NHS they are feeders into various secondary services such as hospitals and specialists. The PALS service was set up relatively recently and its premise is multi-factorial.

PALS provides the following:

Read more
  • Confidential, impartial support and advice or information on matters regarding health by providing a central point of contact to patients, relatives, and carers.
  • Assistance when wanting to raise a concern about a particular service within the NHS
  • Recommendations for Healthcare providers with input as to how best to improves services.
  • An early warning system for NHS services, Trusts and larger bodies by feeding into monitoring and regulatory organisations.
  • Advice on how you can get more involved in assisting shape local services
  • A pathway for helping to evolve patient suggestions and ideas.

It also assists in helping people make decisions about their own healthcare, put people in touch with support groups and clarify some of the issues that people often find confusing when accessing the NHS.

You can find your nearest PALS office on the NHS website.  

In addition, you can also ask your GP surgery, hospital or phone NHS 111 for details of your nearest PALS.

COMPLAINTS

As an organisation we endeavour to provide the best possible care a to our service users. In the event that we are not able to do this, we welcome feedback that will help us shape and improve our services for the future. We have quality meetings 6 times a year and built into this is evaluating complaints as and when they arise. SHPC Alliance staff are involved in re-evaluating services in order to action any points that have arisen from complaints.

Complaints procedure leaflet (PDF document)

Complaints form (word document)

Read more

We are supported by Quality Services at the Fareham and Gosport and South East Hants CCGs and if they are unable to assist, we will escalate to NHS England. As outlined in our complaint’s procedure leaflet, in the event that following a full investigation into your complaint, we urge you to contact:

Parliamentary and Health Service Ombudsman

Millbank Tower

Millbank

London

SW1P 4QP

Telephone Number: 0345 015 4033

phso.enquiries@ombudsman.org.uk

www.ombudsman.org.uk

35, Pure Offices
One Port Way
Port Solent
Portsmouth
PO6 4TY

Contact Us

Tel: 02392 414020
Email: shpca.info@nhs.net