Accessible Information

​The Accessible Information Standard is mandatory for all organisations that provide NHS or adult social care, including NHS trusts and GP practices.

It ensures people with a disability or sensory loss can access and understand information – e.g. in large print or braille, or from a sign language interpreter.

When you register with us we will ask you if you have any information or communication needs and will look at how we can meet those for you. For example you may have information or communication needs relating to a disability, impairment or sensory loss. Your needs will be recorded on your medical record so that staff know what your information or communication needs are when we have contact with you.

If you have any information or communication needs please let us know.

Access to interpreters

The practice has access to a language interpreting service who can interpret a wide range of languages. This can be over the telephone or in person.

We can also access sign language interpreters via Co-Sign for hearing impaired patients. Please make any needs known to reception.

British Sign Language Explainers

Please click on the links below to see the information provided in a BSL video from Derbyshire ICB:

YouTube link to:  General Practice

YouTube link To: How to access urgent medical help

YouTube link to:  Access to Primary Care services

Accessing someone else’s information

As a parent, family member or carer, you may be able to access services for someone else. We call this having proxy access. We can set this up for you if you are both registered with us.

To requests proxy access:

• collect a proxy access form from reception from 10am to 6pm

Linked profiles in your NHS account

Once proxy access is set up, you can access the other person’s profile in your NHS account, using the NHS App or website.

The NHS website has information about using linked profiles to access services for someone else.

We take complaints very seriously and we will deal with them immediately. Please contact the Practice Manager Rosemary Emmonds who will appropriately deal with your complaint.

The practice aims to maintain a professional and friendly relationship with all our patients within the constraints of the NHS. 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.

We operate an informal in house complaints procedure to deal with all your complaints. This procedure does not deal with matters of legal liability or compensation, nor does it affect your rights to make a formal complaint to the health authority.

Your complaint should be addressed to the Practice Manager, Rosemary Emmonds in writing and she will ensure that it is investigated thoroughly and as quickly as possible. Where possible there will be an initial response within 2 days. This could be initially by telephone.

We try to address your concerns fully, provide you with an explanation and discuss any action that is needed. We hope that at the end of the feedback you will feel satisfied that we have dealt with the matter thoroughly. Otherwise, we will offer you to join us in a meeting to discuss your concerns in more detail.

As a practice, we are urged to resolve any concerns or complaints at practice level.

PATIENT ADVICE & LIAISON SERVICES (PALS) provide confidential advice and support, helping you to sort out any concerns you may have about the care we provide, guiding you through the different services available from the NHS. Freephone 0800 5872586

Email:  PALS@oelht.mhs.uk

Your local Healthwatch can help you find independent NHS complaints advocacy services in your area.

Or you can complain to the commissioner of that service, either NHS England or the local Integrated Care Board (ICB).

NHS LANCASHIRE & SOUTH CUMBRIA ICB

If you would like to contact NHS Lancashire and South Cumbria Integrated Care Board you can do so by calling 01772 214232, emailing lsc.icb@nhs.net.

Health service ombudsman

Having exhausted the above procedures and if you are still remain dissatisfied with the way complaint was handled or the outcome, the organisation to whom the compaint was addressed will undertake further investigation to attempt to resolve it to your satisfaction. However, if you are still not satisfied, you may report the matter to the Health Service Ombudsman.

The parliamentary and health service ombudsman may investigate complaints on your behalf, but only if your complaint has already been investigated at a local resolution and independent review level. There is no charge for this service and the ombudsman is independent of the NHS.

Contact the ombudsman by:-

Telephone: 0345 015 4033 (open 8.30am – 5.30pm, Monday to Friday)
Email  phso.enquiries@ombudsman.org.uk
Ombudsman Website  https://www.ombudsman.org.uk

Confidentiality statement

Privacy Statement SSP

The team at Stepping Stone Practice aim to deliver an excellent service to all our patients and we monitor the performance of our practice closely. You can read more about how we perform below.

National GP Patient Survey

Please click here to take you to the most recent GP National Patient Survey results for Stepping Stone Practice.

Care Quality Commission Ratings

Our most recent CQC inspection report can be found by clicking here.

NHS Choices Reviews

Reviews on our NHS Choices page can be accessed here.

Lancashire and South Cumbria has been chosen by NHS England to be a national pilot for the digitisation of Medical Records. Scanning these paper based records and making them digital will enable better utilisation of space, creating more clinical space, staff areas, multi team space and video hubs, removing the need for some practices to build extensions. In addition it will also make your record more easily and speedily accessible to clinical staff within your practice.

Your complete GP medical record will be digital and stored in a secure cloud based clinical system (only accessible by your GP practice) with the paper based records being securely destroyed following BS EN 15713:2009 Secure destruction of confidential material. Your GP will still be able to access your records easily within this system. The scanning and destruction of the paper records will follow strict data protection guidelines adhered to by the NHS. As with paper based records, digital records are stored for the durations specified in the Records Management Codes of Practice for Health and Social Care. For GP patient records, this states that they may be destroyed 10 years after the patient’s death if they are no longer needed.

If you wish to discuss the scheme, please inform the Practice direct either by letter or via e-mail Audley.healthcentre.nhs.net

Accessing your Medical Records

GP records include information about your medicine, allergies, vaccinations, previous illnesses and test results, hospital discharge summaries, appointment letters and referral letters.

Online Access

You can register to view your electronic medical record as well as book appointments and manage your prescriptions online.

At Stepping Stone Practice we are trying to get as many patients using online facilities as possible. We would encourage you to use online facilities to order repeat prescriptions and manage appointments where you can.

We have two options for patients to access online information and GP services:

The NHS APP – This is an App used with a smartphone or tablet. There is no need to contact us to register. Set up is quick and simple and most people have their access approved withing 2 hours and it doesn’t need to involve the practice – visit https://www.nhs.uk/nhs-app/ to find out more and get set up.

A patient guide to help you with signing up for and using the NHS App can be viewed here: The NHS App – a patient guide.

Accessing someone else’s records

Health and care records are confidential so you can only access someone else’s records if you’re authorised to do so.

Read more information about accessing someone else’s records.

Getting your records changed

If you think your health record is incorrect, you should let your GP or other health professional know and they will help you to update it.

The NHS Constitution establishes the principles and values of the NHS in England. It sets out rights to which patients, public and staff are entitled; pledges which the NHS is committed to achieve and responsibilities which the public, patients and staff owe to one another to ensure that the NHS operates fairly and effectively.

You can read more about the NHS Constitution here.

Patient rights

Seven key principles guide the NHS and GP practices in all they do. As a patient you can expect the following from the NHS and from Stepping Stone Practice:

1. The NHS provides a comprehensive service, available to all
2. Access to NHS services is based on clinical need, not an individual’s ability to pay. NHS services are free of charge, except in limited circumstances sanctioned by Parliament
3. The NHS aspires to the highest standards of excellence and professionalism
4. The patient will be at the heart of everything the NHS does
5. The NHS works across organisational boundaries
6. The NHS is committed to providing best value for taxpayers’ money
7. The NHS is accountable to the public, communities and patients that it serves

Patient responsibilities

With these rights come responsibilities for the public. The NHS belongs to all of us. There are things that we can all do for ourselves and for one another to help it work effectively, and to ensure resources are used responsibly. As a patient at Stepping Stone Practice we expect the following from you:

1. Please recognise that you can make a significant contribution to your own, and your family’s, good health and wellbeing, and take personal responsibility for it.
2. Please register with a GP practice – the main point of access to NHS care as commissioned by NHS bodies.
3. Please treat NHS staff and other patients with respect and recognise that violence, or the causing of nuisance or disturbance on NHS premises, could result in prosecution. You should recognise that abusive and violent behaviour could result in you being refused access to NHS services and being removed from the practice list.
4. Please provide accurate information about your health, condition and status and keep your information such as name, address and telephone numbers up to date.
5. Please keep appointments or cancel within reasonable time. Receiving treatment within the maximum waiting times may be compromised unless you do.
6. Please follow the course of treatment which you have agreed and talk to your clinician if you find this difficult.
7. Please participate in important public health programmes such as vaccination.
8. Please ensure that those closest to you are aware of your wishes about organ donation.
9. Please give feedback – both positive and negative – about your experiences and the treatment and care you have received, including any adverse reactions you may have had. You can often provide feedback anonymously and giving feedback will not affect adversely your care or how you are treated. If a family member or someone you are a carer for is a patient and unable to provide feedback, you are encouraged to give feedback about their experiences on their behalf. Feedback will help to improve NHS services for all. Click here for more information on how to give feedback.

The General Data Protection Regulations give you the statutory right of access to any information, manual (paper) or computerised.

You do not have to give a reason for applying for access to your General Practice records. f you do not need access to your entire records, it would be helpful if you would inform us of the periods and parts of your health records that you require, along with details which you may feel have relevance (e.g. Clinic type, location, dates)

Requests for access to Medical Records should be made to the practice in writing where possible. The Practice will deal with your request as quickly as possible. The information should be available to you within 28 days of receipt of your accurately completed form and confirmation of consent. Under certain circumstances, this period can be extended to 3 months, but we will keep you informed of the progress of your request during this extended period.

We will not make a charge for the first request for access to your medical records. We may, however, charge for subsequent requests and if we deem that the volume of information requested is excessive. You have the right to simply view your records (i.e. not receive a copy in a permanent form).

We are a Training Practice and offer work placement for health professionals who are undergoing post-graduate training, for example qualified doctors who are training to become general practitioners and nurses who are going to become community specialists.

Patients may choose not to be seen by professionals undergoing training and you will always be asked if you have any objections.

On occasions we ask to may make video recordings of patients’ consultations with the doctor in order to give feedback to the trainee; but this will not be done without a patients consent, and intimate physical examinations will not be recorded.

Any planned video recording will be explained fully to patients, and they will have a full opportunity to give or withdraw their consent.

If a patient does not wish to have their consultation recorded this decision will not affect the consultation or future care with the doctor. The camera will not be switched on if a signed consent form is not presented to the doctor.

If you’re registered with a GP surgery, you’ll have a Summary Care Record unless you’ve chosen not to have one. It contains basic information including your allergies, medicines and any reactions you’ve had to medicine in the past.

During the coronavirus outbreak, you will also have extra information added to your record. This includes significant medical history (past and present), reasons for medicines, care plan information and vaccinations.

You cannot get your Summary Care Record online. If you’d like to see it, speak to your GP.