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Striving for a culture of excellence in all
aspects of primary healthcare provision

CQC

Care Quality Commission (CQC)

The CQC is the independent regulator of health and social care in England.

They make sure health and social care services provide people with safe, effective, compassionate, high-quality care and encourage care services to improve.  

They monitor, inspect and regulate services to make sure we meet fundamental standards of quality and safety and publish what they find, including performance ratings to help people choose care.

We have been registered by the CQC as a service provider.
The practice was inspected by CQC on 21 June 2016. We are delighted to announce that the practice passed the inspection and received a very positive report.

Hadwen Medical Practice Values

Having respect for all

  • Treating patients with courtesy and dignity
  • Valuing each person as an individual
  • Being especially supportive to the vulnerable

Accountable for our actions

  • Taking responsibility for our actions
  • Being open and transparent to the people who use our services
  • Having the integrity to speak truthfully

Developing our services

  • Being responsive and adaptive to change
  • Using all available resources to provide the best possible service to our patients
  • Ensuring that our services take place in a safe environment

Working as a team

  • Respecting and valuing everyone’s contribution
  • Building a mutually supportive environment
  • Proving equality of opportunity for all without discrimination

Engaging and collaborating

  • Involving patients in decisions aimed at improving their health and well-being
  • Working with the CCG and local practices to ensure appropriate services are available for our patients
  • Providing effective support to carers

No blame culture

  • Encouraging candour, openness, and honesty at all levels
  • Learning from complaints and significant events
  • Promoting best practice

Chaperone Policy

Hadwen Medical 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. 

All staff who work in the practice and have direct patient contact in their role have been DBS checked.

This Chaperone Policy adheres to local and national guidance and policy –i.e.:- 
‘NCGST Guidance on the role and effective use of chaperones in Primary and Community Care settings’. 

The Chaperone Policy is clearly advertised through patient information leaflets and can be read at the practice upon request. A Poster is also displayed in the Practice waiting area.

All patients are entitled to have a chaperone present for any consultation, examination or procedure where they consider one is required. 

Patients are advised to ask for a chaperone if required, at the time of booking an appointment, if possible, so that arrangements can be made and the appointment is not delayed in any way. The Healthcare Professional may also require a chaperone to be present for certain consultations.

All staff are aware of and have received appropriate information in relation to this Chaperone Policy. 
All trained chaperones understand their role and responsibilities and are competent to perform that role.

There is no common definition of a chaperone and their role varies considerably depending on the needs of the patient, the healthcare professional and the examination being carried out. 

Their role can be considered in any of the following areas:
  • Emotional comfort and reassurance to patients
  • Assist in examination (e.g. during IUCD insertion)
  • Assist in undressing
  • Act as interpreter
  • Protection to the healthcare professional against allegations / attack)

Cleanliness and Infection Policy

Good hygiene procedures and effective infection prevention and control are of paramount importance in protecting the health of people who use our services as well as upholding the reputation of primary care providers and, ultimately, our Practice.

The Health and Social Care Act 2008 Code of Practice for Health and Adult Social Care on the Prevention and Control of Infections and Related Guidance sets out the key activities that should be undertaken by all NHS organisations with respect to good practice.

Hadwen Medical Practice understands that the processes of good infection control must be of a consistently high standard, and therefore require regular review, reflection and assessment to ensure they are both comprehensive and fit-for-purpose.

These processes are at the heart of all clinical and management activity within the Practice, with great consideration given to the environment in which the Practice operates and the range of services provided.

The Practice works in conjunction with Gloucestershire CCG and our local Health Protection Unit (HPU) at Gloucestershire Royal Hospital under the umbrella of the Health Protection Agency (HPA) to ensure effective communication and co-ordination of systems and processes to ensure that where infection can occur, there are policies, protocols and systems in-place to support prevention and control transmission.

Complaints

This practice follows the NHS complaints procedure when dealing with complaints. A copy of our practice complaints procedure is available at reception and also by clicking on the link below.

Consent

Please see below for the Practice’s policy on consent (Including immunisations and examinations)

Disabled Access

There is a ramp for access at the main entrance of all surgeries and a semi-automatic door at Glevum Way Surgery with push button opening facility. There are no steps inside any of the surgery buildings within the area used by patients.

Equal Opportunities Policy

This Policy applies to all visitors making use of the Practice’s premises and services.

The term ‘visitor’ used within this document refers to patients and their family members, other visitors and contractors but excludes employees, for whom the Equal Opportunities Policy for Staff applies.

The Practice

  • Will ensure that all visitors are treated with dignity and respect and in line with the Practice dignity and respect policy.
  • Will promote equality of opportunity between men and women
  • Will not tolerate any discrimination against, or harassment of, any visitor for reason of sex, race, colour, religion, religious or philosophical belief, nationality, age, ethnic origin, marital status, civil partnership, disability, sexual orientation or gender re-assignment.
  • Will provide the same treatment and services (including the ability to register with the practice) to any visitor irrespective of sex, race, colour, religion, religious or philosophical belief, nationality, age, ethnic origin, marital status, civil partnership, disability, sexual orientation or gender re-assignment.

Procedure for Patients to follow:-

Discrimination by the Practice against you

If you feel discriminated against you should raise a formal complaint through the Practice’s Complaints Procedure.

Discrimination against the Practice’s staff

The Practice will not tolerate any form of discrimination or harassment of its staff by any visitor.
Any visitor, who expresses any form of discrimination against, or harassment of, any member of the Practice staff, will be required to immediately leave the Practice’s premises.
If the visitor is a patient, he or she may be removed from the Practice’s list if any such behaviour occurs on more than one occasion.

Statement of Purpose

Young People

We provide a confidential Service to all our patients, including under 16’s. This means that we will not pass on any information about your visit to the surgery, without your permission.