Practice policies

  • Temporary Residents

    We are happy to see any friends or relatives who are staying with you. They will need to complete a temporary registration form at reception prior to their appointment.

  • Change of personal details

    Please ensure that you inform us of any change in address or telephone number as soon as possible, so that we can contact you if needed. In particular it is useful to have a mobile/daytime telephone number for you, in addition to your home number. If you would like to change the surgery you usually attend please let us know.

  • Rights and responsibilities

    We aim to treat all our patients promptly, courteously and in complete confidence. Please help us by:

    • Attending on-time for your appointment
    • Telephone us if you need to cancel your appointment
    • If you require an urgent appointment please telephone at 8.00am
    • If you require a home visit please telephone before 10.30am
    • If you need to call for test results, please do so after 1pm

  • Confidentiality

    The practice respects the privacy, dignity and confidentiality of all patients and their parents/carers at all times.

    All doctors and staff abide by our confidentiality policy. Patients can expect that their personal information is confidential and will not be disclosed without their permission except in the most exceptional circumstances.

    Information about patient (or their parent/carer) is not shared with any healthcare professional or department who is not specifically involved in their care; nor is it shared with any other healthcare professional or third party without the expressed consent of the patient (or their parent/carer) – we would usually request this consent in writing.

    Anonymised information drawn from your medical record may be used for management, audit and research purposes.

    The practice is registered under the Data Protection Act 1998 and the Freedom of Information Act 2000.

  • Chaperones

    What is a Chaperone?
    Victoria and Mapperley Practice is committed to providing a safe, comfortable environment where patients and staff can be confident that best practice is being followed at all times and the safety of everyone is of paramount importance

    Some examinations and treatments, in particular where they involve intimate body parts and states of undress, can make patients feel vulnerable and distressed.

    A chaperone is to protect both patients and staff from abuse or allegations of abuse and to assist patients to make an informed choice about their examinations and consultations.   Chaperone may assist in supporting and reassuring a patient during an examination or procedure.

    The healthcare professional may also require a chaperone to be present for certain consultations in accordance with the practice chaperones policy.

    What to expect?
    You can request a chaperone be present during any examination or procedure that you feel uncomfortable with. Expect the role of the chaperone to be clearly explained to you and the person introduced to you by the health care professional who is to undertake the examination or procedure.

    Who can be a chaperone?
    All clinical and non-clinical staff have received chaperone training.

    Arranging a chaperone
    If you would like to arrange a chaperone in advance please inform the receptionist when you book your appointment. If during your consultation the clinician feels a chaperone is needed, they will attempt to arrange this, if possible during the consultation. In the unlikely event a chaperone cannot be arranged you may be asked to arrange another appointment.

    What is the chaperones responsibility?

    • Ensure that their conduct is sensitive and respectful of your privacy and dignity
    • To reassure you if you are distressed or experiencing any discomfort and to communicate this, if appropriate, to the clinician
    • Ensure that they can communicate with you in a way that you can understand

    Can a family member act as a chaperone?
    Your family member cannot act as a formal chaperone. You can however request that a member of your family or a friend be present as an informal chaperone during the examination.

    Can I refuse a chaperone?
    You have the right to refuse a particular person as a chaperone; in this instance we will document the reasons for your refusal and an alternative chaperone will be arranged.

    Confidentiality
    All our staff and clinicians are trained to a high level on the laws and policies relating to data protection and confidentiality.  Your chaperone will not disclose any information obtained during your examination or procedure.  In all cases where the presence of a chaperone may intrude in a confidential clinician-patient discussion, their presence will be confined to the physical examination only. One-to-one communication with the clinician will continue once the chaperone has left.

  • Zero-tolerance policy

    We aim to treat all our patients courteously at all times, and expect our patients to treat our staff in a similar respectful manner. We take seriously any threatening, abusive or violent behaviour against any of our staff, patients or premises. If a patient is violent or abusive they will be warned to stop their behaviour. If they persist, we may exercise our right to have them removed, immediately if necessary, from our registered list of patients. The police will be called if required. This practice enforces a “zero-tolerance” policy.