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.

Simply contact the Practice Manager and s/he will set all the necessary wheels in motion. Further written information is available on the complaints procedure from reception. We are continually striving to improve our service. Any helpful suggestions would be much appreciated and a suggestion box is located in the waiting.

Statement of Purpose – Tower House Practice

Aims and Objectives:

1.  To deliver a quality standard of care at all times

2.  To work with both other local GP Practices and other local services to improve health and wellbeing.

3.  To continuously monitor our performance and strive for high levels of patient satisfaction.

4.  To continuously look for ways to develop and improve our services and ensure both staff and patient views are taken into account in the process.

5.  To always respect the individuality of patients and provide consistency of service to all.

6.  To protect patients and staff from hazards and abuse.

7.  To build, develop and retain a stable, committed and appropriately trained workforce.

TOWER HOUSE PRACTICE

ANNUAL STATEMENT FOR INFECTION PREVENTION AND CONTROL (PRIMARY CARE)

Purpose

This annual statement will be generated each year in January in accordance with the requirements of The Health and Social Care Act 2008 Code of Practice on the prevention and control of infections and related guidance. It summarises:

• Any infection transmission incidents and any action taken (these will have been reported in accordance with our Significant Event procedure)
• Details of any infection control audits undertaken and actions undertaken.
• Details of any risk assessments undertaken for prevention and control of infection – risk assessments undertaken as and when appropriate
• Details of staff training – all staff undertake infection control training using Bluestream learning platform. Hand washing audits undertaken every 12m.
• Any review and update of policies, procedures and guidelines – policies and procedures are reviewed and updated in line with guidance.

Infection Prevention and Control (IPC) Lead

Emma McNulty and Jane Hodson (Practice Nurses)

Infection transmission incidents (Significant Events)

No infection control significant events to report

Infection Prevention Audit and Actions Taken

Infection control audit undertaken 4 November 2022.

Actions: to audit minor surgery, to review water sampling suggestions, to check staff training is up to date, recommend aprons are stored away, to follow donning and doffing processes, refurbishment to be included in overall refurbishment plan, fans to be included in cleaning rota.

Training

All staff access infection control training online via Bluestream Academy Training.  The Practice Manager monitors compliance. Regular updates are undertaken by all staff.

Policies

Infection control policies are updated annually by the Practice Manager and Infection Control Leads.

Responsibility

It is the responsibility of each individual to be familiar with this Statement and their roles and responsibilities under this.  This statement will be reviewed annually by the Practice Manager and Infection Control Leads.

Your Data Matters to the NHS

Information about your health and care helps us to improve your individual care, speed up diagnosis, plan your local services and research new treatments. The NHS is committed to keeping patient information safe and always being clear about how it is used.

How your data is used

Information about your individual care such as treatment and diagnoses is collected about you whenever you use health and care services. It is also used to help us and other organisations for research and planning such as research into new treatments, deciding where to put GP clinics and planning for the number of doctors and nurses in your local hospital.  It is only used in this way when there is a clear legal basis to use the information to help improve health and care for you, your family and future generations.

Wherever possible we try to use data that does not identify you, but sometimes it is necessary to use your confidential patient information.

You have a choice

You do not need to do anything if you are happy about how your information is used. If you do not want your confidential patient information to be used for research and planning, you can choose to opt out securely online or through a telephone service. You can change your mind about your choice at any time.

Will choosing this opt-out affect your care and treatment?

No, choosing to opt out will not affect how information is used to support your care and treatment. You will still be invited for screening services, such as screenings for bowel cancer.

What do you need to do?

If you are happy for your confidential patient information to be used for research and planning, you do not need to do anything.

To find out more about the benefits of data sharing, how data is protected, or to make/change your opt-out choice visit www.nhs.uk/your-nhs-data-matters

Download a copy of the patient leaflet

Fair processing notice

Training the GP’s of The Future

Medical education going on in our practice. 

We are delighted to be able to offer placements at our practice for GP Registrars and also medical students from LiverpoolUniversity.

Dr Sandhu and Dr Joseph are GP Registrar Trainers and Dr Barendt is responsible for the medical students.

To  become a training practice the practice and the doctors have to go through a rigorous assessment and application process including training courses and a practice inspection.  visit and be able to demonstrate the highest clinical standards and teaching methods.

Not all practices have  training  status and we are very proud of the fact that Tower  House has been a training practice for over 4years.

This means that when you come and see one of the doctors you may see one of our GP Registrars. These are fully qualified doctors who work with us for 12 months at the end of their GP Training or for 4-6 months during GP Training.

There may also be medical students in attendance who do not see patients independently and are always overseen by a qualified doctor.

You will be treated with respect and as a partner in your care. Being a partner means you have responsibilities too.

We will:

• Ensure our patients have 24-hour access to medical advice.
• Aim for you to have access to a suitably qualified medical professional within 48 hours of your initial contact during surgery hours, or in an urgent case, the same day.
• Work in partnership with you to achieve the best medical care possible.
• Involve you and listen to your opinions and views in all aspects of your medical care.
• The prevention of disease, illness and injury is a primary concern.

The medical staff will advise and inform you of the steps you can take to promote good health and a healthy lifestyle. We would respectfully ask that you:

• Let us know if you intend to cancel an appointment or are running late.
• Treat staff with courtesy and respect. Reception staff may have to ask some personal questions to assist us in providing you with the best service
• Inform the practice staff of any alterations in your circumstances, such as change of surname, address or telephone number. Please ensure that we have your correct telephone number, even if it’s ex-directory.

As patients, you are responsible for your own health and that of any dependents. It is important that you adhere to information and advice given to you by health professionals, and co-operate with the practice in endeavouring to keep you healthy.

At times weneed to share your information with other health professionals so we can allwork together for your benefit. We will only ever use or pass on informationabout you if others involved in your care have a genuine need for it. We willnot disclose your information to third parties without your explicit

permissionunless there are exceptional circumstances, such as when the health or safetyof other is at risk or where the law requires information to be passed on.Anyone who receives information from us is also under a legal duty to keep itconfidential.

DataExtraction of Patient Data—NHS England

NHS England would like to like information to plan andimprove services to all patients.  Theywould like to link information from all different places to help you receivecare, such as your GP, hospital and community service.  This will allow comparisons of the care youreceive in one area against the care you have received in another so they cansee what has worked best.

Information such as your postcode and NHS number, but notyour name, will be used to link your records in a secure system, so youridentity is protected.  Information whichdoes not reveal your identity can then be used by others, such as researchersand those planning health services, to make sure you are provided the best carepossible for everyone.

How your information is used and shared is controlled by lawand strict rules are in place to protect your privacy.

We need to make sure that you know this is happening and thechoices you have.

If you require more information you can pick up a leaflet‘How information about you helps us to provide better care’ from the surgery.

You have the right to prevent confidential information aboutyou from being shared or used for any purpose other than providing your care,except in special circumstances.  If youdo not want information that identifies you shared please contact reception andinform them of your choice.

At times we need to share your information with other health professionals so we can all work together for your benefit. We will only ever use or pass on information about you if others involved in your care have a genuine need for it.

We will not disclose your information to third parties without your explicit permission unless there are exceptional circumstances, such as when the health or safety of others is at risk or where the law requires information to be passed on.

Anyone who receives information from us is also under a legal duty to keep it confidential.

Your GP Practice is committed to operating in a way that complies fully with the provisions of the General Data Protection Regulation (GDPR) and the Data Protection Act 2018. We recognise that the personal data legitimately required in order to carry out our business must be collected, processed, stored and disposed of fairly, lawfully and with due regard to confidentiality. We fully respect your privacy.

If you have any questions about your data or how we deal with it please contact the practice and get in touch with us by clicking on the Contact Us links available on this website.

The practice takes very seriously if a member of staff or one of the doctors or nursing team is treated in an abusive or violent way.  The Practice supports the government’s zero tolerance campaign for Health Service Staff.  This states that GP’s and their staff have a right to care for others without fear of being attached or abused.  To successfully provide these services a mutual respect between all of the staff and patients has to be in place.  All our staff aim to be polite, helpful and sensitive to all patients’ individual needs and circumstances.  They would respectfully remind patients that very often staff could be confronted with a multitude of varying and sometimes difficult tasks and situations, all at the same time.  The staff understand that ill patients do not always act in a reasonable manner and will take this into consideration when trying to deal with a misunderstanding or complaint.

However, aggressive behaviour, be it violent or abusive will not be tolerated and may result in you being removed from the Practice list and, in extreme cases the Police being contacted.

In order for the practice to maintain good relations with their patients the practice would like to ask all of its patients to read and take note of the occasional types of behaviour that would be found unacceptable:

– using bad language or swearing at practice staff

– Any physical violence towards any member of the Primary Care Health Team

– Verbal abuse towards the member of staff in any form including verbally insulting staff

– Persistent or unrealistic demands that cause stress to staff will not be accepted.  Requests will be met wherever possible and explanations given when they cannot

– Causing damage/stealing from from the Practices’ premises, staff or patients

– Obtaining drugs and/or medical services fraudulently

We ask you to treat your GP’s and their staff courteously at all times.

Removal from the List

A good patient-doctor relationship, based on mutual respect and trust, is the cornerstone of good patient care.  The removal of patients from our list is an exceptional and rare event and is a last resort in an impaired patient-practice relationship.  When trust has irretrievably broken down, it is in the patient’s interest just as much as that of the practice, that they should fine a new practice.  An exception to this is on immediate removal on the grounds of violence e.g. when the Police are involved.

Removing other members of the household

In rare cases, however, because of the possible need to visit patients at home it may be necessary to terminate responsibility for other members of the family or the entire household.  The prospect of visiting patients where a relative who is not longer a patient of the practice by virtue of their unacceptable behaviour resides, or being regularly confronted by the removed patient, may make if too difficult for the practice to continue to look after the whole family.  This is particularly likely where the patient has been removed because of violence or threatening behaviour and keeping the other family members could put doctors or their staff at risk.