Accessible Information Standard
All organisations that provide NHS or adult social care must follow the Accessible Information Standard by law. The Accessible Information Standard aims to make sure that disabled people have access to information that they can understand and any communication support they might need.
If you or your carer(s) have any communication/information needs relating to a disability, impairment or sensory loss, we will try to respond to those needs.
We want to make sure that we are communicating with you in a way that is easy for your and that you can understand. This could be as simple as using a larger font for any letters we send your or organising a Sign Language interpreter for your appointments.
Please don’t wait for us to ask if you do have any communication/information needs just let us know.
Identifying individuals with information/communication needs
- New patients will be asked whether they require a specific method of communication.
- Posters will be displayed in reception
- Information will also be published on the Practice Website.
Recording individuals’ Information and communication needs
- Patient specific information and communication needs will be recorded in the medical records as an ‘alert’ to staff and to prompt for relevant actions to be taken.
- All staff can check that an alert has been added by opening the patient records – the alert will appear on the opening page under ‘reminders’.
- A hearing loop is available at reception.
- Interpreters and signers can be organised in advance on a patient’s request.
- Copies of Practice Leaflets/Information are available in large print on patient’s request.
Allocated a Named Accountable GP
As part of our GP contract all of our patients have been allocated a named accountable GP.
Your named GP will have overall responsibility for the care and support that our surgery provides to you. They will also work with other relevant health and care professionals, who are involved in your care, to ensure that your care meets your individual needs.
You do not need to see your named GP for every appointment at the surgery. You are able to see any doctor and this will not affect the care that you are given.
If you would like to know who your named GP is, please ask at the reception desk next time you visit the surgery.
7.7B. Accountable GP
7.7B.1. A Contractor must ensure that for each of its registered patients (including those patients under the age of 16) there is assigned an accountable GP.
7.7B.2. The accountable GP must take lead responsibility for ensuring that any services which the Contractor is required to provide under the Contract are, to the extent that their provision is considered necessary to meet the needs of the patient, coordinated and delivered to the patient.
7.7B.3. The Contractor must: (a) inform the patient, as soon as is reasonably practicable and in such manner as is considered appropriate by the Contractor’s practice, of the assignment to the patient of an accountable GP and must state the name and contact details of the accountable 26 Information about the Electronic Frailty Index is available in guidance published by the Board entitled “Supporting Routine Frailty Identification through the GP Contract 2017/18”.
This guidance is available at: https//www.england.nhs.uk/publication/supporting-routine-frailty-identification-and-frailtythrough-the-gp-contract-20172018/ or from
PO Box 16738,
27 Guidance about enriching a patient’s Summary Care Record with additional information published by the Health and Social Care Information Centre is available at: http://webarchive.nationalarchives.gov.uk/20160921135209/http:/systems.digital.nhs.uk/scr/additional/ patientconsent.pdf or from
4 Trevelyan Square,
38 GP and the role and responsibilities of the accountable GP in respect of the patient;
- (b) inform the patient as soon as any circumstances arise in which the accountable GP is not able, for any significant period, to carry out the duties of an accountable GP in respect of the patient; and
- (c) where the Contractor’s practice considers it to be necessary, assign a replacement accountable GP to the patient and inform the patient accordingly.
7.7B.4. The Contractor must comply with the requirement in clause 7.7B.3 in the case of any person who is accepted by the Contractor as a registered patient on or after the date the Regulations came into force within 21 days from the date on which that patient is so accepted.
7.7B.5. The requirement in this clause 7.7B does not apply to:
(a) any patient of the Contractor who is aged 75 or over, or who attains the age of 75, on or after the date the Regulations came into force; or (b) any other patient of the Contractor if the Contractor has been informed that the patient does not wish to have an accountable GP.
7.7B.6. Where, under clause 7.7B.3(a), the Contractor informs a patient of the assignment to the patient of an accountable GP, the patient may express a preference as to which general medical practitioner within the Contractor’s practice the patient would like to have as the patient’s accountable GP and, where such a preference has been expressed, the Contractor must make reasonable efforts to accommodate the request.
7.7B.7. Where, under clause 7.7B.5(b), the Contractor has been informed by, or in relation to, a patient that the patient does not wish to have an accountable GP, the Contractor must record that fact in the patient’s record that the Contractor is required to keep under clause 16.1.
7.7B.8. The Contractor must include information about the requirement to assign an accountable GP to each of its new and existing registered patients: (a) on the Contractor’s practice website or online practice profile; and (b) in the Contractor’s practice leaflet.
- 16.5ZD Patient online services: provision of an online consultation tool
- 16.5ZD.1 A Contractor must offer and promote an online consultation tool to its registered patients.
- 16.5ZD.2 An “online consultation tool” is an online facility provided using
(a) through which:
(i) a patient; or
(ii) where the patient is a person to whom clause 16.5ZD.4
applies, an appropriate person acting on behalf of the
may, in writing in electronic form, seek advice or information
related to the patient’s health or make a clinical or administrative
(b) which does not require the response to be given by the
Contractor in real time.
16.5ZD.3 An online consultation tool may incorporate:
(a) any of the facilities which the Contractor is required to offer under
clauses 16 to 16.5ZC; or
(b) the communication method which the Contractor is required to
offer under clause 16.5ZE.
Audit Data Collection
CVDPREVENT (Cardiovascular Disease Prevention) is a national primary care audit to support professionally led quality improvement in the diagnosis and management of six high-risk conditions that cause stroke, heart attack and dementia: atrial fibrillation, high blood pressure, high cholesterol, diabetes, non-diabetic hyperglycaemia and chronic kidney disease.
The General Practice Extraction Service (GPES) will require an initial full year extract of data and thereafter an extract on a quarterly basis.
If you have a complaint or concern about the service you have received from the doctors or any of the staff working in this 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, often at the time they arise and with the person concerned. If your problem cannot be sorted out in this way and you wish to make a 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 happened. In any event, please let us have details of your complaint: Within 6 months of the incident that caused the problem; or Within 6 months of discovering that you have a problem, providing this is within 12 months of the incident. Complaints should be addressed to the Practice Manager. 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 three working days and aim to have looked into your complaint within forty 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 the people involved. 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. Make sure you receive an apology, where this is appropriate. Identify what we can do to make sure 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.
NHS Primary Care Complaints
From 1st August 2015 the NHS England North Midland Complaints Service will be responsible for the investigation of all NHS England complaints relating to primary care in Staffordshire.
You can contact:
PO Box 16738
Email: [email protected]
Telephone: 0300 311 22 33
Taking it further
If you remain dissatisfied with the outcome you may refer the matter to:
The Parliamentary and Health Service Ombudsman
Email: [email protected]
Telephone: 0345 015 4033
Midlands Partnership NHS Foundation Trust
Trust Headquarters, Mellor House, Corporation Street, Stafford, Staffs, ST17 0TD
Complies with the requirements of the Cyber Essentials scheme.
Name of Ambassidor: Ahmed Behlul, Certificate Number: IASME-CE-024969, Profile Version: Beacon, Scope: Whole Organisation, Date of Certification: 19th August 2021, Recertification Due: 19th August 2022.
Freedom of Information
Information relevant to the surgery under the Freedom of Information Act can be provided. Please contact our Practice Manager.
General Practice Transparency Notice for Pandemic Planning and Research (COVID-19)
Our practice is supporting vital coronavirus (COVID-19) planning and research by sharing your data with NHS Digital. Find out more about Pandemic Planning and Research on the NHS Digital website.
All GP practices are required to declare the mean earnings (e.g. average pay) for GP’s working to deliver NHS services to patients at each practice. The average pay for GP’s working in Carlton Group Practice in the last financial year was £103,682 before tax and national insurance. This is for 5 full time GPs, 2 part time GPs and 1.33 locum GPs who worked in the practice for more than six months.
The practice is often asked for information about patients from insurance companies or solicitors. On no account will any information be given without the patient’s written consent. Information about a patient’s medical condition will only be passed to other health professionals to help with treatment. Staff at the surgery have access to personal information on a need-to-know basis only and are bound by rules relating to patient confidentiality.
Practice Privacy Notices for Patients
Our Practice Privacy Notice explains what information we collect about you, how we store this information, how long we retain it and with whom and for which legal purpose we may share it, the documents can be downloaded here:
Research and Planning
All GP practices in England are legally required to share data with NHS Digital for the purposes of Research and Planning under the Health and Social Care Act 2012 (2012 Act). More information about this requirement is contained available at NHS Digital General Practice Data for Planning and Research (GPDPR). You have the choice to opt out if you wish to, please see Research and Planning Opt Out.
Summary Care Records
What happens if I choose not to have a summary care record (SCR)?
Find our more in our Summary Care Records Leaflet and Opt Out form.
Zero Tolerance to Violence Policy
All practices, in line with government guidelines, have a ‘Zero Tolerance to Violence’ policy. This means that any violent or abusive behaviour or perceived threatening behaviour, whether verbal or otherwise to staff or members of the public on practice premises will not be tolerated. We can refuse to provide a service, report the incident to the Police and request that the patient and their family be removed from their Practice list.