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Our Approach to your Healthcare

Our approach to your healthcare
We provide a patient -centred service to our rural community at our two sites, The Nook Groombridge and Hartfield Village Surgery. The practice has developed from two separate surgeries which were established for many years. The Doctors still hold routine fifteen minute consultations at both sites and try to provide a personal service. Patients can attend either site to suit their convenience. When booking your appointment please remember to write down whether you are being seen at Groombridge or being seen at Hartfield to avoid a wasted journey.

Patient's rights and responsibilities
As a patient you have the right to: a) be registered with a named doctor b) change doctor if desired (but please remember that you may have to see any of the doctors if your need is urgent) c) receive emergency care d) receive appropriate drugs and medicines e) be referred for specialist or second opinion if they and the GP agrees f) see your medical records or a copy of, subject to certain laws g) know that by law, everyone working for the NHS must keep the contents of your medical records private. With these rights come responsibilities for the public. This means being: a) courteous to staff at all times b) as prompt as possible for all appointments c) responsible for cancelling appointments in adequate time.

Who has access to patient information
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 provide the best possible care. We have a fully computerised medical record system which means information about your healthcare is held on a secure server. You have the right to know what information we hold about you. Please ask the receptionist if you wish to see or obtain a copy of your record. If you are referred to a hospital specialist you are also welcome to request a copy of the referral letter. NHS Connecting for Health is currently developing the National Care Records Service, which will create a Summary Care Record (SCR) for each individual patient to be held centrally. Eventually the aim is to enable healthcare staff jointly involved in your care, such as your GP and your hospital consultant, to easily access and share information through this national record. You have the right to withdraw your consent to information being shared. In future you will be able to access your own record online at www.healthspace.nhs.uk.

Chaperone Policy
We operate the following Chaperone Policy at this Practice:

1) Any patient can request a Chaperone for any Physical Examination.
2) Before performing an intimate examination the Doctor or Nurse will ask you if you would like to have a Chaperone.
3) For intimate examinations the Doctor or Nurse will often insist that you have a Chaperone present for the examination
4) The Chaperone will usually be a Nurse or a specially trained member of Staff, but could occasionally a Doctor or another qualified person.
5) The Doctor or Nurse will check that you are happy with the chosen Chaperone before inviting them in.
6) The Doctor or Nurse will usually clarify with you again the nature of the examination and the reason for it when the Chaperone is present.
7) The Chaperone will always be expected to stand inside the curtain.
8) The Chaperone is primarily there as an independent observer of the procedure but they can support you and they might pass equipment to the Doctor.

Policy on violent or abusive patients
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.

Change of patient's personal details
If you change your name, address or contact details (such as your telephone number or email address), please let us know as soon as possible so that we can update our records. If you are receiving treatment at a hospital it might also be a good idea to inform them of any changes so that both our records are consistent when we communicate with them.

When should I see a nurse?
Nurses based at our practice treat patients for a wide range of common conditions (e.g. minor injuries/illnesses, removing stitches, travel vaccinations, immunisations and so on). You can expect to see a nurse within two working days. Our practice nurses are also specially trained to run routine clinics for certain conditions, such as diabetes and asthma.Our reception staff will be able to advise whether a nurse appointment is appropriate.

Why see a nurse instead of a doctor?
Our nurses have been specially trained to undertake healthcare monitoring for patients with long-term conditions. If patients see our nurses for routine healthcare needs or for straightforward medical help it means that our doctors have more time to see patients with more complex healthcare needs. It also means that our GPs have more time to undertake procedures, such as minor surgery, that used to be done only in hospital. The reception staff can generally advise whether an early appointment with the nurse will be satisfactory for your particular health problem. However, you do not have to inform the reception staff if you prefer to wait for an appointment with a GP.

Nursing care at home
We work closely with other healthcare professionals who are part of our Primary Health Care Team working in the community, such as the district nursing team, midwives and health visitors. These services are provided by the East Sussex Downs and Weald Primary Care Trust (PCT) and are based at Crowborough Hospital. If you have an illness or incapacity that means that you need nursing care in your own home, the district nurse will visit you. Patients who are likely to benefit from this service include the housebound, the elderly, people with a terminal illness and those who have recently been discharged from hospital. District nurses provide wound care, palliative care, continence advice, health promotion advice and advice on co-ordinating care packages. If you move permanently into a care home locally, the district nurse may be able to continue your care. Your GP may also be willing to continue to care for you, or a number of GPs may provide services for the residents of local care homes.