Care Quality Commission
The Care Quality Commission (CQC) are the independent regulator of health and adult social care in England.
The CQC make sure health and social care services provide people with safe, effective, compassionate, high-quality care and encourage them to improve.
They monitor, inspect and regulate services to make sure they meet fundamental standards of quality and safety and publish what is found, including performance ratings to help people choose care.
Our GP Practice has recently undergone a CQC inspection and the results are now freely available on the CQC Website. You can access the report below
During your care, a clinician may need to examine you. Occasionally this may involve an examination of intimate areas. We at the walk in centre understand that this can be stressful and embarrassing.
If this sort of examination is necessary:
- We will explain to you why the examination is necessary and give you the opportunity to ask questions
- We will explain what the examination will involve
- We will obtain your permission before any examination is carried out
- You will be offered a chaperone to be present during the examination
- At all times we will respect your privacy, both during the examination and whilst dressing and undressing
Please ask at reception if you would like a chaperone present during your examination.
What is a Chaperone?
A chaperone is a person who has a role to witness both a patient and a medical practitioner and to be a safeguard for both parties during an examination or procedure. The exact role of a chaperone will vary according to the clinical situation.
All patient information held in the Centre is confidential and information is only disclosed to other health care professionals.
Information may only be released to outside agencies on receipt of a signed letter of consent from the patient.
If you are under 16 you can talk to your doctor in complete confidence; doctors have to keep anything you tell them private, just as they do for an adult.
Freedom of Information
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.
To contact your nearest PALS office:
- Phone: 0800 389 7671
- Email: PALS@wiltshire.nhs.uk
- Write to: PALS, NHS Wiltshire, Southgate House, Pans Lane, Devizes, Wiltshire, SN10 5EQ
We understand how important it is to keep your personal information safe and secure and we take this very seriously. We have taken steps to make sure your personal information is looked after as required by Law.
Rights and Responsibilities of the Patient
The doctors and nurses always try to see patients at a mutually convenient time.
They will do their best to keep to time during their surgeries but you will appreciate that some consultations are complicated and take longer than others.
If you are late for your appointment the doctor or nurse will do their best to see you but you may be asked to make another appointment. If you are unable to keep your appointment please telephone to cancel so that it may be offered to another patient.
Subject Access Request
Under the General Data Protection Act 2018 you are entitled to one free copy of your medical records upon request.
To submit a Subject Access Request please contact the Centre.
There is no fee for this service.
Suggestions, Comments and Complaints
Your opinion matters and it’s for this reason we encourage frank and open discussion and feedback regarding just about everything we do. We’re keen for patients to let us know what you think, whether it’s positive or negative and also to make some suggestions.
We take time to listen and understand so the way we see it, it’s by working in partnership that we can achieve the most advantageous outcomes for everyone involved. There are many ways we go about this, but most importantly the choice is yours.
Here’s some of the ways you can contact us and become involved. We’ve also listed the principal means of communication from ourselves, available to patients on an ongoing basis. Communication is a two-way process, so please get in touch whatever your reason.
Who to Contact About What
Please continue to visit our website. You can also contact us via letter, e-mail, phone or fax. Please see the Contact page for our contact details.
Our Facebook page provides a further source of information about us and the services we provide.
We accept that sometimes you may feel a need to complain. If this is the case, You might also find it helpful to speak to our Operations Team Leader, Charlotte Redgrave.
Charlotte will listen and help resolve issues and misunderstandings which may arise. She has day-to-day knowledge of situations which can occur in the life of a busy walk in centre and how we can best help put things right. You can contact Charlotte via Reception on 01722 331191. She will contact you at the earliest possible opportunity to arrange a convenient time to talk.
You may however prefer to write to us. If so, please address your letter to the Service Improvement Manager, Helen Moule.
Our address is available on the Contact page. We will acknowledge your concerns within 3 working days and will undertake a thorough investigation in order to response fully to the issues.
Summary Care Records
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.
For further information visit the NHS Care records website
The NHS operate a zero tolerance policy with regard to violence and abuse and the practice has the right to refuse to see violent patients in order to safeguard Walk In Centre staff, patients and other persons.
Violence in this context includes actual or threatened physical violence or verbal abuse which leads to fear for a person’s safety.