All Polices

Patient Proxy

Do you want to help someone with their GP services, or choose someone to help you?

If you’re both patients at our surgery, you can apply to help someone manage their GP services or choose someone to help manage yours.

GP services are things like booking appointments, ordering repeat prescriptions and viewing medical records. You choose the services you want to get or give access to.

To apply for patient proxy, print off and fill out our consent form and hand in to our reception team. Reception will also be able to print this off for you if you do not have access to a printer.

GP Earnings

GP earnings 2020/21

All GP practices are required to declare the mean earnings (e.g. average pay) for GPs working to deliver NHS services to patients at each practice. The required disclosure is shown below.

The average pay for GPs working in Bilborough Medical Centre in the last financial year was £52,957 before tax and National Insurance. This is for 10 part time GPs and 3 locumn GPs who worked in the practice for more than six months.

However, it should be noted that the prescribed method for calculating earning is potentially misleading because it takes no account of how much time doctors spend working in the practice, and should not be used to form any judgment about GP earnings, nor to make any comparison with any other practice.

 

Complaints Procedure

Practice Complaints Procedure

Patient feedback is important to us as it helps us to improve the service we provide to patients. We take patient complaints seriously and will attempt to address your concerns to your satisfaction.

 

How do I make a complaint?

If you wish to complain please contact the Practice Manager either in person, by phone or in writing:

Tel: 0115 929 2354

Address: Bilborough Medical Centre, 48 Bracebridge Dr, Nottingham, NG8 4PN

Email: nnicb-nn.bilboroughmc@nhs.net

If you are complaining on behalf of someone else, the practice needs to know that you have their permission to do so.

 

What Happens Next?

The complaint will be acknowledged within 3 working days.  The practice will respond, after investigation, within the timeframe specified to you at the acknowledgement stage of the process.  Some complaints may take longer to address but you will be informed of a response time.  If this cannot be met, the practice will keep you informed.

Please be assured making a complaint will not adversely affect your ongoing healthcare at the practice.  We will deal with you fairly, compassionately and will endeavour to resolve the situation to a satisfactory conclusion.

Wherever possible, we aim to learn from complaints and take action to avoid similar occurrences.

 

How do I complain to someone Independent?

GP Practices would prefer to have the opportunity to answer complaints ourselves in the first instance. However, you may pass your complaint directly to:

Patient Experience Team

Nottingham and Nottinghamshire Integrated Care Board

Civic Centre

Arnot Hill Park

Nottingham Road

Arnold

Nottingham

NG5 6LU

Tel: 0115 8839570

Email: nnicb-nn.patientexperience@nhs.net

If you would like further information please follow the link to the ICB website: Patient Experience and Complaints – NHS Nottingham and Nottinghamshire ICB

However, please note, patients cannot raise the same complaint with the practice and ICB.

 

Is there a time limit?

A complaint must be made within 12 months of the date of the incident that caused the problem or the date of discovering the problem.

Please remember, the quicker you complain, the easier it will be to investigate the facts.

 

If you are not satisfied with the outcome?

You can contact the Parliamentary and Health Service Ombudsman (PHSO) on 0345 015 4033.

For more information see their website www.ombudsman.org.uk

 

Other useful contacts

POhWER, NHS Complaints Advocacy, on 0300 456 2370.  For more information see their website www.pohwer.net

 

Complaint Leaflet

Click here to download a copy of our complaints leaflet.

Chaperone Policy

The Practice 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.

What is a Formal Chaperone:

In clinical medicine, a formal chaperone is a person who serves as a witness for both a patient and a medical practitioner as a safeguard for both parties during a medical examination or procedure and is a witness to continuing consent of the procedure. Family members or friend may be present but they cannot act as a formal chaperone.

Why do we need Chaperones:

There are two considerations involved in having a chaperone to assist during intimate examinations; namely for the comfort of the patient and the protection of the doctor/nurse from allegations of impropriety.

What is an intimate examination?

Obvious examples of an intimate examination include examinations of the breasts, genitalia and the rectum but it also extends to any examination where it is necessary to touch or be close to the patient for example conducting eye examinations in dimmed lighting, taking the blood pressure or palpating the apex beat.

The rights of the Patient:

All patients are entitled to have a chaperone present for any consultation, examination or procedure where they feel one is required. Patients have the right to decline the offer of a chaperone. However the clinician may feel that it would be wise to have a chaperone present for their mutual protection for example, an intimate examination on a young adult of the opposite gender.

If the patient still declines the doctor will need to decide whether or not they are happy to proceed in the absence of a chaperone. This will be a decision based on both clinical need and the requirement for protection against any potential allegations of improper conduct.

Consultations involving intimate examinations:

  • If an intimate examination is required, the clinician will:
  • Establish there is a need for an intimate examination and discuss this with the patient.
  • Give the patient the opportunity to ask questions.
  • Obtain and record the patient’s consent.
  • Offer a chaperone to all patients for intimate examinations (or examinations which may be construed as such). If the patient does not want a chaperone it will be recorded in the notes.

The Patient can expect the chaperone to be:

  • Available if requested.
  • Pleasant/approachable/professional in manner, able to put them at ease.
  • Competent and safe.
  • Clean and presentable.
  • Completely confidential.

Where will the chaperone stand?

The positioning of the chaperone will depend on several factors for example the nature of the examination and whether or not the chaperone has to help the clinician with the procedure. The clinician will explain to you what the chaperone will be doing and where they shall be in the room should you have a concern about a chaperone.

Patients should raise any concerns/make any complaint via the practice’s usual comments/complaints procedure.

When a chaperone is not available:

There may be occasions when a chaperone is unavailable (for example on a home visit or when a chaperone of the appropriate sex is in the building). In such circumstances the doctor will assess the circumstances and decide if it is appropriate to go ahead without one.