The partners, nurses and staff of Oaklands strive to maintain high standards. However, we sometimes fall short of the mark. Our Practice Complaints Procedure is in place to make sure any mistakes are only made once.
Please ask at reception for details or you can download the form here:complaints form Conversely, we often get things right! Please feel free to pass on any positive comments you may have about our service.
Confidentiality is of the highest importance and every member of staff, including clinicians, are bound by the rules of confidentiality.
- Doctors, Nurses and Health Professionals have a duty of confidentiality to patients of all ages, including under 16’s.
- Only in exceptional circumstances may confidentiality be broken. Such a situation may arise if the health, safety or welfare of the patient or others, would otherwise be at grave risk.
- Whenever possible, patients should be informed before confidentiality is broken, unless to do so would be dangerous to the patient or others.
You can be sure that anything you discuss with any member of this practice – family doctor, nurse or receptionist – will remain confidential .
Even if you are under 16 no information will be given to anyone, including parents, other family members, care workers or tutors – without your permission. The only reason we would consider passing on confidential information without your consent, would be to protect you or someone else from serious harm. We would always try to discuss this with you first.
If you are being treated elsewhere – for example at a hospital or Brook Centre – it is best if you allow the doctor or nurse to inform the practice of any treatment you are receiving.
Any information held about you or your health us subject to the data protection act. No information will be given to any agency outside the National Health Service without your written consent.
If you have any worries about confidentiality, please feel free to ask a member of staff.
GP Net Earnings
NHS England require that the net earnings of doctors engaged in the practice is publicised and the required disclosure is shown below.
However, it should be noted that the prescribed method for calculating earnings is potentially misleading because it takes no account of how much time doctors spend working in the practice and should not be used to for any judgement about GP earnings, nor to make any comparisons with other practices.
The average earnings for GPs working in Oaklands Medical Centre in the last financial year ending in 2020/21 was £94,833 before taxation and National Insurance.
This is for 3 full time GPs and 5 part time GPs who worked in the practice for more than 6 months.
Mobile Phone Policy
We ask that you please switch off all mobile telephones when you enter the building as they can interfere with sensitive medical equipment.
Join a COVID-19 Clinical Trial
The PRINCIPLE trial aims to find treatments that reduce hospital admission and improve symptoms for people with COVID-19.
You could be eligible to join if:
- You have had these symptoms for fewer than 15 days: new continuous cough or high temperature or a loss of, or change in, normal sense of taste or smell
- OR have a positive test for SARS-Co-V2 infection with COVID-19 symptoms in the past 14 days
- You are aged 65 and above,
- OR 18-64 and experiencing shortness of breath as part of COVID-19 illness,
- OR 18-64 with certain underlying health conditions.
Find out more https://www.principletrial.org/
Statements for Practices who are Now Using Call Recording
The practice records incoming telephone calls into the practice.
The purpose of call recording is for training and monitoring purposes.
This includes the provision of a record of incoming and outgoing calls which can:
- Identify practice staff training needs
- Protect practice staff from nuisance or abusive calls
- Establish facts relating to incoming/outgoing calls made (e.g. complaints)
- identify any issues in practice processes with a view to improving them (e.g. to aid workforce planning)
The practice will make every reasonable effort to advise callers that their call may be recorded and for what purpose the recording may be used. This will normally be via a pre-recorded message within the telephone system and via signage at the practice.
The voice file will be stored within the telephone recording system software to which the same rules of confidentiality will apply. The practice’s data protection registration covers voice files similarly to other data.
Medical students and Nursing students attend the practice from time to time. We hope that you will co-operate with us and help the students to learn about general practice. However, you will be informed of their presence in advance, and if you do not want them to be present at a consultation, your wishes will be respected.
This will not affect your treatment in any way.
Zero Tolerance Policy
The practice considers aggressive behaviour to be any personal, abusive and/or aggressive comments, cursing and/or swearing, physical contact and/or aggressive gestures.
The practice will request the removal of any patient from the practice list who is aggressive or abusive towards a doctor, member of staff, other patient, or who damages property.
All instances of actual physical abuse on any doctor or member of staff, by a patient or their relatives will be reported to the police as an assault.