Biddulph Primary Care Centre,
Wharf Road, Biddulph,
Staffordshire, ST8 6AG

Practice Polices and Service Information

This section lists some of the most important Practice Policies and supporting service information. It is not practical to list all of the Practice policies on this website but please speak to our Practice Manager if you require details of our other policies.


Carers

It is helpful to know if you have a Carer (someone who takes on an unpaid caring role) or if you are a Carer for someone else. To find out more please see Carer Information.

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Chaperone Policy

We have staff specially trained to chaperone.

Every patient has a right to ask for a chaperone during their consultation.

You will be offered this service by your clinician.

Biddulph Valley Surgery 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.

This Chaperone Policy adheres to local and national guidance and policy, i.e:

‘NHS (National Health Service) Clinical Governance Support Team (UK) Guidance on the role and effective use of chaperones in Primary and Community Care settings’.

The Chaperone Policy is clearly advertised, on the website and can be read at the Practice upon request. A Poster is also displayed in the Practice Waiting Area.

All patients are entitled to have a chaperone present for any consultation, examination or procedure where they consider one is required. The chaperone may be a family member or friend, but on occasions a formal chaperone may be preferred.

The Healthcare Professional may also require a chaperone to be present for certain consultations.

All staff are aware of and have received appropriate information in relation to this Chaperone Policy.

All trained chaperones understand their role and responsibilities and are competent to perform that role.

There is no common definition of a chaperone and their role varies considerably depending on the needs of the patient, the healthcare professional and the examination being carried out.

Their role can be considered in any of the following areas:

  • Emotional comfort and reassurance to patients
  • Assist in undressing
  • Act as interpreter
  • Protection to the healthcare professional against allegations or attack)

Checklist for consultations involving intimate examinations

  • Chaperones are most often required or requested where a male examiner is carrying out an intimate examination or procedure on a female patient, but the designation of the chaperone will depend on the role expected of them, whether participating in the procedure or providing a supportive role.
  • Establish there is a genuine need for an intimate examination and discuss this with the patient and whether a formal chaperone (such as a nurse) is needed.
  • Explain to the patient why an examination is necessary and give the patient an opportunity to ask questions. The chaperone would normally be the same sex as the patient and the patient will have the opportunity to decline a particular person as a chaperone, if that person is considered not acceptable for any reason.
  • Offer a chaperone or invite the patient to have a family member or friend present.
  • If the patient does not want a chaperone, record that the offer was made and declined in the patient’s notes.
  • Obtain the patient’s consent before the examination and be prepared to discontinue the examination at any stage at the patient’s request.
  • Record that permission has been obtained in the patient’s notes.
  • Once the chaperone has entered the room, they should be introduced by name and the patient allowed privacy to undress and dress. Use drapes and curtains where possible to maintain dignity. There should be no undue delay prior to examination once the patient has removed any clothing.
  • Explain what is being done at each stage of the examination, the outcome when it is complete and what is proposed to be done next. Keep discussion relevant and avoid personal comment.
  • If a chaperone has been present, record that fact and the identity of the chaperone in the patient’s notes.
  • During the examination, the chaperone may be needed to offer reassurance, remain alert to any indication of distress but should be courteous at all times.
  • Record any other relevant issues or concerns in the patient’s notes, immediately following the consultation.
  • Chaperones should only attend the part of the consultation that is necessary, other verbal communication should be carried out when the chaperone has left.
  • Any request that the examination be discontinued should be respected.
  • Healthcare professionals should note that they are at an increased risk of their actions being misconstrued or misrepresented, if they conduct intimate examinations where no other person is present.

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Complaints

If you have a complaint about the surgery or the services we offer, please let us know. We operate a practice complaints system as part of the NHS. Full details are available on request from reception.

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Practice Ethos

  • We aim to put our patients at the centre of everything we do
  • We aim to provide the highest possible quality of care by working in partnership with our patients, staff and other services in a compassionate, confidential and supportive way
  • We recognize the importance of equality and diversity and aim to treat everyone equally and with respect.
  • We aim to be friendly, flexible, approachable and accessible.
  • We will actively seek your views on what you think we do well, what you think we could improve and how we could improve it.
  • We continually aim to improve our standards by listening, learning and promoting staff development

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Statement of Purpose

Biddulph Valley Surgeryis open to all patients living within our practice boundary.  The surgery is situated in the town centre of Biddulph in the heart of the Staffordshire Moorlands.  We provide services for approximately 10,000 patients of all ages.

We work in partnership with our patients and our Patient Participation Group (PPG) to provide medical care. The surgery has a General Medical Services (GMS) contract with the local health organisation North Staffs CCG and offers directly and locally enhanced services to its patients.

The surgery is a Keele University undergraduate teaching practice.

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    Regulated Activities Under Care Quality Commission (CQC)

    • Treatment of disease, disorder or injury
    • Surgical procedures
    • Diagnostic and screening procedures
    • Maternity and midwifery services
    • Family planning 

    Our Aims and Objectives for delivering each of the above regulated activities are contained within Our Practice Ethos:

    • We aim to put our patients at the centre of everything we do
    • We aim to provide the highest possible quality of care by working in partnership with our patients, staff and other services in a compassionate, confidential and supportive way
    • We recognize the importance of equality and diversity and aim to treat everyone equally and with respect
    • We aim to be friendly, flexible, approachable and accessible
    • We will actively seek your views on what you think we do well, what you think we could improve and how we could improve it
    • We continually aim to improve our standards by listening, learning and promoting staff development

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    Philosophy

    Our aims are to offer the highest standard of health care and advice to our patients, with the resources available to us.

    We have a team approach to patient care and endeavour to monitor the service provided to patients, to ensure that it meets current standards of excellence. 

    We are dedicated to ensuring that Practice staff and Doctors are trained to the highest level and to provide a stimulating and rewarding environment in which to work.

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    Practice Charter

    You will be treated with courtesy and respect by all Practice personnel.

    An urgent appointment with a Doctor or Nurse Practitioner will be available on the same day.

    A non urgent appointment can be pre booked or booked on the day.

    Our standard is to see 80% of patients within 20 minutes of their appointment time. If you have waited longer than this please ask the Receptionist for an explanation.

    We aim to answer the telephone within six rings.

    You can pre book our Nurses or Health Care Support Workers within 4 weeks.

    Requests for repeat prescriptions will be dealt with within 48 hours.

    All comments and suggestions about the service are welcome. Please use the suggestion box provided in the waiting area or complete a Friends and Family Test.

    If you have a complaint about our service please speak to any member of staff. Your complaint will be dealt with in a professional and efficient manner in line with NHS standards.

    We wish to make Biddulph Valley Surgery as accessible as possible. If you have hearing, visual or physical difficulties please let the receptionist know so that we can enable you to fully use our services.

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    Rights & Responsibilities

    You have a right to expect a high standard of medical care from our practice and we will try at all times to provide the very best care possible within the resources available. In order to assist us in this, we require that you take full responsibility for ensuring that you do not abuse the service. For example, it is your responsibility to ensure that you keep medical appointments and follow the medical advice given.

    Very occasionally a practice/patient relationship breaks down completely. In this situation the patient may choose to register with a different practice. The practice also has the right to remove that patient from their list. This would generally only follow a warning that had failed to remedy the situation and we would normally give the patient a specific reason for the removal.

    Our Practice Staff are here to help. Our aim is to be as polite and helpful as possible to all our patients. If you consider that you have been treated unfairly or inappropriately please contact the Practice Manager, who will be happy to address your concerns.

    However, shouting and swearing at practice staff will not be tolerated under any circumstances and patients who are abusive may be removed from the practice list.

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    Zero Tolerance to Violence Policy

    The NHS operates a Zero Tolerance Policy with regard to violence and abuse, and the Practice has the right to remove violent patients from the list with immediate effect in order to safeguard practice 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. 

    In this situation we are obliged to notify the patient in writing of their removal from the list, and record in the patient's medical records the fact of the removal and circumstances leading to it.