Quality

The Falkland Surgery is committed to delivering high quality patient care and has a number of systems in place to help us to achieve this.


 

Staff training:

All clinical and non-clinical staff at the Surgery have regular opportunities for attending courses and study sessions, both internal and external. We appreciate that this means that staff are not available to see patients during this study time, (which is normally 5 days a year for clinical staff).

Education is vital for maintaining good quality patient care, and hope you will understand if you are unable to see your chosen doctor or nurse while they are on study leave. In addition we occasionally close the Surgery for a lunchtime or afternoon session of “in-house” training, when emergency care only is provided.

All our GP’s and practice staff have regular appraisals.


 

Audit:

We regularly audit various aspects of practice activities, from how quickly we answer the telephone, to how well we are looking after patients with a particular illness, and try to change our processes and protocols as a result. Full details of our audit programme are available on request from Dr Tim Walter.

We have been recording incidents where our care may have fallen short of the ideal for any reason, and use this information to change the way we do things. If you have examples of less than excellent care, or of occasions when a system broke down please make us aware of them so that we can apply our review process to those areas as well.


 

Confidentiality: 

The Falkland Surgery has a policy of complete confidentiality and all our staff sign an annual confidentiality agreement as part of their contracts. We follow the NHS guidance on confidentiality, (known as the Caldicott Guidance), which includes not only personal medical records but also aspects of computer and other electronic security.

This is one of the reasons why our staff are not permitted to leave messages on answer phones even at a patient’s request. It also means that we are unable to discuss a patient’s medical details with anyone else even if they have been asked, for example, to find out a result while they are visiting the Surgery themselves, unless the patient has given us consent for this. You can be sure that anything you discuss with any member of this practice, doctor, nurse or receptionist will remain confidential.


 

Younger people and confidentiality:

Even if you are under 16 nothing will be said to anyone – including parents, other family members, care workers or tutors – without your permission. The only reason why we might have to consider passing on confidential information, without your permission, would be to protect you or someone else from serious harm.

 If you are being treated elsewhere – for example at a hospital or family planning clinic – it is best if you allow the doctor or nurse to inform the Surgery of any treatment you are receiving.


 

Assessment visits:

As a training practice we are the subject of regular inspection visits and as part of that process some medical records will be looked at, as the quality of records is an important measure of general quality and vital for the training of young doctors .The visiting assessors will be doctors or practice managers who are also committed to maintaining confidentiality about any records they look at.

If you would prefer your records to be exempted from this process please contact Karen Hayward, Deputy Practice Manager.


 

QOF Visits:

We are also subject to annual QOF (Quality and Outcome Framework) visit. These assess the standard of our care and organisation and form the basis of part of our financial reimbursement system. As part of this visit we will show anonymous data about the level of care we provide, e.g. diabetic care, hypertension control etc.

Sometimes the inspectors will need access to patient notes, but this information will be anonymous and only shown to medically trained assessors who have signed confidentiality agreements. If you have any worries about confidentiality please feel free to ask a member of staff.


 

Videos:

In order to review and improve our care of patients we video record consultations on a regular basis. This is an important opportunity for medical staff, both experienced and not so experienced, to analyse and improve their skills and the co-operation of patients in this is a key contribution to teaching ,learning and assessment for doctors and nurses.

At the time of booking your appointment you will be informed if videotaping is planned for that surgery and then on arrival you will be asked by the receptionist if you mind being recorded. If you are happy to take part you will be asked to sign a consent form.

It will always be possible for you to say no or to change your mind and the camera can be switched off at any time. The camera will only record you and the doctor talking and will not record any examination. The tape will only be seen by those who have legal access to your records and by doctors involved in assessment, and will only be used for assessment and training, of the doctor.

You may watch the tape yourself if you wish and ask for it to be erased at any time. The tape will be stored in a locked cabinet and is subject to the same degree of confidentiality as your medical records. It will be erased as soon as practicable and in any event within three years. We are very grateful to our patients who help us by taking part in video recording and expect their use to help us to be better doctors.


 

CQC:

We are now required to register with the CQC (Care Quality Commission) and display our details here

CQC Certificate of Registration 27072013 (pdf)

Falkland Surgery_Inspection Report 9 11 2013 (pdf)

Link to our CQC entry

Get Adobe Reader here


 

Declaration of Interests:

Dr Tallini works one day a week on the board of Newbury and District CCG which is the commissioning layer of the NHS locally.

Dr Walter advises the Newbury and District CCG on IT and informatics and sits on the IMT Advisory Board of the CCG.  He also runs the mailing list and forum for Emis NUG (a user group for Emis plc which provides our clinical software) and acts a consultant for Emis plc.  In 2013 he was awarded 10,000 pounds to cover costs and expenses in exploring the value of early prevention for Diabetes from the University of Nottingham/QResearch.


 

Complaints Comments and Compliments:

We welcome feedback on our performance here


 

Patient Surveys:

We will try and publish here, results of any surveys we perform

2013 Appointment Survey Results