Safeguarding is the action we take to promote the welfare of all children, young people adults, and protect them from harm. Bracondale Medical Practice recognises that all patients have a right to protection from abuse and neglect and the Practice accepts its responsibility to safeguard the welfare of all patients with whom staff may come into contact. Dr Hans Sharma is the appointed Safeguarding Lead for Children and young people within the Practice. Dr Sharma attends the local CCG-led Safeguarding Update meetings and cascades information back to the practice through regular practice meetings. Dr Cath Briggs is the appointed Safeguarding Lead for Adults within the Practice. Dr Briggs is also NHS Stockport CCG Executive lead for Safeguarding (adults and children) Barbara Chatterton is appointed safeguarding admin lead within the practice. It is the responsibility of all staff to safeguard and promote the welfare of patients. This responsibility extends to a duty of care for all members of staff both clinical, and non-clinical.
Bracondale Chaperone Procedure
Every patient is entitled to have a chaperone present during an examination. This is designed to protect both patients and staff and to assist patients to make an informed choice about their examinations and consultations.
- The Clinician will give a clear explanation of what the examination will involve.
- We will ensure that adequate privacy to undress and dress will be provided.
- The chaperone will attend inside the curtain at the head of the examination couch and watch the procedure, and will be present in the room until the examination is over and the patient is dressed.
- All practice staff members that chaperone have received chaperone training and all understand their responsibility not to divulge confidential information.
Some clinicians will ask for a chaperone present during an examination, if the patient refuses this 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.
Our whole team work very hard to try and deliver the best service we can to all of our patients.
If you feel our reception team are not working in your best interest, it is usually because there are systems they are following that have been put in place by the GP’s to try and ensure the service that we deliver is as safe as it can be.
If you are frustrated by our systems, please do not get upset with our reception team. Ask to speak to the practice manager or discuss your issues with the GP. We will work with you to identify where things can be improved.
It is never acceptable for a member of our team to be shouted at or feel threatened. Angry outbursts can be upsetting to staff and other patients and will not be accepted.
If you have a complaint or concern about the service you have received from the doctors or any of the staff working in our practice, please let us know. We operate a practice complaints procedure as part of a NHS wide system for dealing with complaints. Our system meets the national criteria.
How to complain: We hope that most problems can be sorted out easily and quickly, at the time they arise by speaking with the Practice Manager and the person concerned. If your problem cannot be sorted out in this way and you wish to make a written complaint, we would like you to let us know as soon as possible, ideally on the day. This is because the sooner we know about a problem, the easier it will be for us to establish what has happened. Complaints should be addressed to Rosemary Hyde our Practice Manager. Alternatively, you may ask for an appointment with Mrs Hyde to discuss your concerns. She will explain the complaints procedure to you and will make sure that your concerns are dealt with promptly. It will be a great help if you are as specific as possible about your complaint.
What we will do: We will acknowledge your complaint within two working days and aim to have looked into your complaint and made our response within ten working days of the date when you raised it with us. We shall then be in a position to offer you an explanation, or a meeting with you.
When we look into your complaint, we shall:
- Find out what happened and what went wrong.
- Make it possible for you to discuss the problem with those concerned, if you would like this.
- Where appropriate we will apologise for you having had a problem or reason to complain.
- Identify what we can do to ensure the problem doesn’t happen again.
Complaining on behalf of someone else: Please note that we keep strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, we have to know that you have his or her permission to do so. A note signed by the person concerned will be needed to authorize you to complain on their behalf and for us to discuss them with you.