Accountable Named GP
In line with our contractual requirements all of our patients, as of 30th June 2015, will have been allocated a named, accountable GP.
What does ‘Accountable’ mean:
Your named accountable GP will oversee the co-ordination of your care amongst the other health professionals.
Does this mean that my named accountable GP will take 24 hour responsibility for my care:
No, the named accountable GP will not take 24 hour responsibility for your care, your named GP will purely oversee the care that you receive.
Does this mean that have the right to see my named GP every time I book an appointment:
No, a patient can express who they would like to see, however, this may not always be possible due to appointment availability with that GP.
Can patients still see any GP they wish:
Yes, a patient can continue to see any GP they wish as they currently do.
Will I be informed in writing who my accountable named GP is:
No, your practice does not have to inform you in writing. If you would like to know who your named GP is then please contact the practice.
Can I change my named accountable GP:
Yes, just ask at reception and they will help you with this or email firstname.lastname@example.org
Complaints, Comments and Suggestions
We operate a complaint procedure as part of the NHS system.
A Partner and the practice manager administers it and details can be obtained from any staff member.
We welcome comments and feedback on our service and you will find comment forms and a suggestion box at both surgeries.
Occasionally we ask for patient feedback via questionnaires
We record information about you so that you can receive the best possible care and treatment.
We keep this information together with details of your care to ensure that your doctor or nurse has accurate and up to date information.
There are times when we have to pass on information about you to other people such as hospitals, Dept. of Work & Pensions or Clinical Commissioning Group (formerly the Health Authority or PCT).
This is always done confidentially or by removing identifying details when they are not essential.
Everyone working for the NHS has a legal duty to maintain the highest level of confidentiality about patient information.
Outside the NHS—when asked to provide information to outside agencies, e.g. solicitors, written consent will be obtained at all times before this information can be supplied.
You have a right at any time to refuse the release of your details.
Use this link to Opt-Out
Data sharing in a general practice setting means sharing patient notes with other organisations; at present there are two ways this can happen.
Summary Care Record
When your medical records leave the practice (GP2GP)
Patient’s access to their GP record
GP Net Earnings
All GP practices are required to declare the mean earnings (eg average pay) for GPs working to deliver NHS services to patients at each practice.
The average pay for GPs who worked for six months or more in Cantilupe Surgery in the last financial year 2020/2021 was £56,194 before Tax and National Insurance. This if for 1 full-time GP, 8 part-time GP’s and 2 locum GP’s
PALS (Patient Advice and Liaison Service)
The NHS employs over a million staff in thousands of locations. It is a large and complex organisation providing a broad range of services. It is not surprising that sometimes you or a loved one may feel bewildered or concerned when using the NHS. And this can be at times when you are feeling at your most vulnerable and anxious.
So, what should you do if you want on the spot help when using the health service? The NHS expects all members of staff to listen and respond to you to the best of their ability. But sometimes, you may wish to talk to someone employed especially to help you. The Patient Advice and Liaison Service, known as PALS, has been introduced to ensure that the NHS listens to patients, their relatives, carers and friends, and answers their questions and resolves their concerns as quickly as possible.
PALS also helps the NHS to improve services by listening to what matters to patients and their loved ones and making changes, when appropriate.
What does PALS do?
In particular, PALS will:
- Provide you with information about the NHS and help you with any other health-related enquiry
- Help resolve concerns or problems when you are using the NHS
- Provide information about the NHS complaints procedure and how to get independent help if you decide you may want to make a complaint
- Provide you with information and help introduce you to agencies and support groups outside the NHS
- Inform you about how you can get more involved in your own healthcare and the NHS locally
- Improve the NHS by listening to your concerns, suggestions and experiences and ensuring that people who design and manage services are aware of the issues you raise
- Provide an early warning system for NHS Trusts and monitoring bodies by identifying problems or gaps in services and reporting them.
Find out more
If you would like more information about PALS, the functions it is intended to provide and the standards it should strive to achieve, follow this link.
Practice Survey Reporting
Extensive exemption and remission arrangements protect those likely to have difficulty in paying charges (NHS prescription and dental charges, optical and hospital travel costs).
The NHS prescription charge is a flat-rate amount which successive Governments have thought it reasonable to charge for those who can afford to pay for their medicines.
Prescription prepayment certificates (PPCs) offer real savings for people who need extensive medication.
These charges apply in England only, in Northern Ireland, Scotland and Wales prescriptions are free of charge.
If you pay for four or more prescription items in three months, or more than 15 items in 12 months, you may find it cheaper to buy a PPC.
- Telephone advice and order line 0845 850 0030
- General Public – Buy or Renew a PPC On-line
There is further information about prescription exemptions and fees on the NHS website.
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.
Violent or Abusive Behaviour
We aim to treat our patients courteously at all times and expect our patients to treat our staff in a similarly respectful way.
We take seriously 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 they persist we may exercise our right to take action to have them removed, immediately if necessary, from our list of patients.
Any incidence of violence in the practice is taken seriously and may result in police involvement.