Practice Policies

A chaperone is an impartial observer who is present during a physical examination of a patient. A chaperone is there to:

• Reassure the patient if they experience distress
• Protect the patient’s dignity and confidentiality at all times
• Offer emotional support at an embarrassing or uncomfortable time
• Facilitate communication, especially if there is a language barrier.

We have a number of trained chaperones. If you wish to have a chaperone present during your consultation, please let the reception team know when you book your appointment or upon your arrival. You can also speak to the doctor or nurse at the start of your consultation.

If you request a chaperone and a suitably qualified person is not available at the time and if clinically advisable, we will reschedule your appointment with the least possible delay.

At times, a clinician at the surgery may offer you a chaperone, but you have the right to decline.

Eastgate Surgery is committed to providing you with the best possible service. Our patients will be treated with courtesy, respect and dignity at all times.

Guidelines

• The clinician should always provide patient with a clear explanation of what the examination will involve.
• The clinician must always adopt a professional and considerate manner. Humour as a way of relaxing a nervous situation should be used with caution as it can be misinterpreted.
• Ensure that the patient is provided with adequate space and privacy to undress and dress.
• Ensure that a suitable sign is clearly on display in each consulting or treatment room offering the chaperone service.

By following the above guidelines, the potential for misunderstanding is minimised. However, there will still be occasions when either the clinician, or the patient, feels uncomfortable and it would be appropriate to consider using a trained chaperone. If a patient requests a chaperone, their preference must be respected and they should not be examined without a chaperone being present. If an occasion arises where a trained chaperone is not available, the consultation/examination should be rearranged for a mutually convenient time when a chaperone can be present.

Who can act as a Chaperone?

A variation of people can act as a chaperone at Eastgate Surgery, but staff undertaking a formal chaperone role must have been trained in the competencies required. Where possible, it is strongly recommended that chaperones should be clinical staff that are familiar with procedural aspects of personal examination. Where suitable clinical staff members are not available, the examination should be deferred. Where the practice determines that non-clinical staff will act in this capacity, the patient must agree to the presence of a non-clinician in the examination and be comfortable with this. The staff member must be trained in the procedural aspects of personal examinations, be comfortable in acting in the role of chaperone and be confident in the scope and extent of their role. They will have received instruction on where to stand and what to watch and instructions documenting this will be made available by the practice. All staff who are Chaperone trained will have also undergone a thorough DBS check.

Confidentiality

• The chaperone should only be present for the examination itself. The discussion with the patient should take place while the chaperone is not present.
• Patients should be informed that all practice staff understand their responsibility not to divulge confidential information.

Procedure

• If a patient has not requested a Chaperone at reception, the clinician will contact reception to request a fully trained chaperone.
• Where no chaperone is available, a clinician may offer to delay the examination to a date when one will be available as long as the delay would not have an adverse effect on the patient’s health.
• If a clinician wishes to conduct an examination with a chaperone present but the patient does not consent to this, the clinician must clearly explain why they want a chaperone to be present.
• The clinician may choose to consider referring the patient to a colleague who would be willing to examine them without a chaperone as long as the delay would not have an adverse effect on the patient’s health.
• The clinician must record in the notes that a chaperone is present and provide the identity of the chaperone.
• The chaperone will enter the room discreetly and remain in the room until the clinician has finished the examination.
• The chaperone will attend inside the curtain/screened-off area at the head of the examination couch and observe the procedure.
• To prevent embarrassment, the chaperone should not engage in conversation with the patient or GP unless requested to do so or make any mention of the consultation afterwards.
• The chaperone will make a record in the patient’s notes after examination. The record will state that there were no issues or give details of any concerns or incidents that occurred. The chaperone must be aware of the procedure to follow if they wish to raise any concerns.
• The patient can refuse a chaperone, and if so, this must be recorded in the patient’s medical record.

We respect your right to privacy and keep all your health information confidential and secure. It is important that the NHS keeps accurate and up-to-date records about your health and treatment so that those treating you can give you the best possible care.

This information may be used for management and audit purposes. However, it is usually only available to, and used by, those involved in your care. You have the right to know what information we hold about you. If you would like to see your records please contact the Practice Manager.

Eastgate Surgery believe in fairness, equality and diversity. We are committed to actively recognising and championing equality and diversity within our team and the local community, and believe that the patients who use our services, their carers/ representatives as well as our staff should be treated with respect and dignity.

The Partners and wider team are committed to abolishing discrimination on the basis of gender, age, disability, race, religion, sexuality or social class. We endeavour to provide accessible services that are consistently delivered in a way that respects the needs of each individual and does not exclude anyone. We have a zero tolerance towards any level of discrimination towards our patients, visitors or staff.

The practice will embed its equality and diversity values into everyday practice, policies and procedures so that equality and diversity becomes the norm for all. We have a comprehensive Equality and Diversity policy that all members of staff are required to adhere. The Partners also ensure all members of the practice staff undergo regular Equality and Diversity training to ensure we remain aware of current guidelines, legislations, and principles.

What is Equality?

Equality is not about treating everyone the same, it is about ensuring that access to opportunities are available to all by taking account of people’s differing needs and capabilities.

What is Diversity?

Diversity is about recognising and valuing differences through inclusion, regardless of age, disability, gender, racial origin, religion, belief, sexual orientation, commitments outside work, part-time or shift work, language, union activity, HIV status, perspectives, opinions and person values etc. Eastgate Surgery are committed to working towards developing a workforce that is representative of the community it serves.

The Freedom of Information Act creates a right of access to recorded information and obliges a public authority to:

• Have a publication scheme in place.
• Allow public access to information held by public authorities.

The act covers any recorded organisational information such as reports, policies or strategies, that is held by a public authority in England, Wales and Northern Ireland, and by UK-wide public authorities based in Scotland, however it does not cover personal information such as patient records which are covered by the Data Protection Act.

Public authorities include government departments, local authorities, the NHS, state schools and police forces.

The act is enforced by the Information Commissioner who regulates both the Freedom of Information Act and the Data Protection Act.

The surgery publication scheme

A publication scheme requires an authority to make information available to the public as part of its normal business activities. The scheme lists information under seven broad classes, which are:

• Who we are and what we do.
• What we spend and how we spend it.
• What our priorities are and how we are doing it.
• How we make decisions.
• Our policies and procedures.
• Lists and registers.
• The services we offer.

Who can request information?

Under the act, any individual, anywhere in the world, is able to make a request to a practice for information. An applicant is entitled to be informed in writing, by the practice, whether the practice holds information of the description specified in the request and if that is the case, have the information communicated to him. An individual can request information, regardless of whether he/she is the subject of the information or affected by its use. 

How should requests be made?

Requests must:

• Be made in writing (this can be electronically e.g. email/fax).
• State the name of the applicant and an address for correspondence.
• Describe the information requested.

What cannot be requested?

Personal data about staff and patients covered under Data Protection Act.

For more information see these websites:

• Legislation GOV.UK
• Information Commissioners Office

Eastgate Surgery aims to keep our building clean, tidy and offer a safe environment to both patients and staff. We pride ourselves on our building and endeavour to keep it clean and tidy at all times.

All clinical members of staff adhere to our infection control policy to ensure the care we deliver and the equipment we utilise on a regular basis is safe.

The practice takes additional measures to ensure we maintain the highest standards:

• We actively encourage staff and patients to raise any issues or report any incidents relating to cleanliness and infection control. We will discuss all matters raised to us and identify improvements we can make to ensure these issues do not happen again.
• Our Head Nurse carries out an annual infection control audit to ensure our infection control procedures are effective.
• The Management Team provide annual staff updates and training on cleanliness, infection control and their importance.
• The Management Team reviews our policies and procedures annually to make sure they are adequate and follow national guidance.
• We maintain our internal and external premises as well as the equipment included to a high standard, ensuring that all reasonable steps are taken to reduce or remove all infection risk.
• Use washable or disposable materials for items such as couch rolls, modesty curtains, floor coverings, towels etc and ensure that these are laundered, cleaned or changed on a regular basis to minimise risk of infection.
• Provide alcohol hand gel throughout the building.

If you have any concerns about cleanliness or infection control, please report this to our reception, or contact the Managing Partner on: eastgatesurgery@nhs.net

Smoking in all enclosed/ indoor public places and workplaces in the United Kingdom (UK) is illegal. Therefore, Eastgate Surgery has a ‘No Smoking’ policy in place in all areas of the building as well as the external premises.

Patients found smoking will be requested to leave. Where difficulties arise, the police will be called without delay and without challenging the offender further.

Patients repeating the offence will be removed from the practice list.

Electronic cigarettes must not be used on practice premises, as they emit a nicotine vapour.

Eastgate Surgery have a zero tolerance policy against abusive behaviour.

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.