In accordance with the Data Protection Act 1998 and Access to Health Records Act, patients may request to see their medical records.

Such requests should be made through the practice manager and may be subject to an administration charge.

No information will be released without the patient consent, unless we are legally obliged to do so.

We want to get better at communicating with our patients.

We want to make sure you can read and understand the information we send you.

If you find it hard to read our letters or if you need someone to support you at appointments, please let us know.

• We want to know if you need information in braille, large print or easy read.
• We want to know if you need a British Sign Language interpreter or advocate.
• We want to know if we can support you to lip-read or use a hearing aid or communication tool.

Please tell the receptionist if you need information in a different format or communication support.

The Accessible Information Standard aims to ensure that patients (or their carers) who have a disability or sensory loss receive information they can access and understand, for example in large print, braille or via email, and professional communication support if they need it, for example from a British Sign Language interpreter.

This applies to patients and their carers who have information and / or communication needs relating to a disability, impairment or sensory loss. It also applies to parents and carers of patients / service users who have such information and / or communication needs, where appropriate.

Individuals most likely to be affected by the Standard include people who are blind or deaf, who have some hearing and / or visual loss, people who are deaf blind and people with a learning disability. However, this list is not exhaustive.

If you feel that this applies to you or someone in your care, please complete the attached form and hand it in at the surgery or collect a form from the surgery if you wish.

Further information

Accessible information poster

Easy read privacy notice

Our surgery is fully accessible for disabled patients.

Failure to attend appointments

Definition

A Did Not Attend (DNA) occurs when a patient misses an appointment without prior notice or cancels too late to reallocate the time.

DNA 1

• The first missed appointment will be noted in the patient’s record.
• The patient will receive a letter or text to inform them and clarify if the notice was sent in error.

DNA 2

• A second missed appointment triggers a follow-up letter.
• The patient will be asked to contact the practice to explain the reason and warned that repeated DNAs may impact their relationship with the practice.

DNA 3

• A third missed appointment prompts a review by the Governance Manager and partners.
• The practice may restrict the patient’s ability to pre-book appointments if repeated DNAs are deemed a policy violation.

Removing a Patient from the Practice List

The decision to remove a patient from the practice list is taken seriously and will involve consultation with management and partners. Patients will only be removed if a partner agrees, and all removals will comply with The NHS General Medical Services Regulations 2015.

Process for Removal

1. Warning: The patient will be notified in writing that their repeated DNAs have placed them at risk of removal.
2. Documentation: The practice will keep a detailed record of the reasons, circumstances, and grounds for removal.
3. Notification: If removal is confirmed, the patient will receive a formal letter explaining the decision and advising them to register with another practice.
4. NHS England: The Practice Manager will inform NHS England and initiate the removal process. The patient will be removed from the registered list on the eighth day following notification to NHS England.

This policy ensures that appointments are used effectively to meet the needs of all patients while providing fair and transparent communication for those who may face removal from the practice list.