4.1 This policy will be made available on the practice website, in the waiting area and in the practice leaflet
setting out:

– Opening hours and clinic times, including extended hours

– Types of appointment, e.g. urgent, on the day, face-to-face, telephone, online or video, in advance,
arrive/sit and wait, long-term conditions, nurse procedures and clinics, immunisations, and travel etc.

– Appointment booking methods (telephone, online, in person)

– Practice protocol for answering telephone calls, e.g. within a certain time and information on call
recording

– Home visit request guidance

– When and why a double appointment may be necessary

– How to cancel an appointment

– The statement on missed appointments at Raydocs

– Out of hours GP arrangements

4.2 Raydocs will identify and use the most safe and effective systems, processes and qualified skill mix for
appointments that will sustainably meet Patient’s needs. Raydocs will respond to Patient demand, and will
commit to keep Patient access under continuous review.
4.3 An appropriate number of clinical, associated healthcare professional, nurse and non-clinical practice
staff will be on duty throughout operational times in order to provide optimum access face-to-face and via
the telephone, and online to deal with appointments, workload and queries that arise from Patient access.
4.4 The Raydocs Annual Holiday policy sets out how much notice each member of the practice team
(clinical and non-clinical) must give when requesting annual leave, how annual leave is requested and
logged, how popular times are dealt with on an equal basis and how many practice team members of each
type can be on leave simultaneously. All appointments system operation issues resulting from breaches in
the annual leave policy of Raydocs will be resolved by Management.
4.5 Raydocs operates a telephone system that processes calls quickly and consistently at standard UK call
rates, and has the appropriate number of staff to answer the telephone throughout the day, according to
call volume and internal call answering targets, taking account of any delays (e.g. a cloud based telephone
system that holds calls which are not detected or identified by call handlers).
4.6 Triage of telephone calls and online requests by clinical and non-clinical members of the practice team
is carried out according to Raydocs protocol, without variation. There is training to support individual roles
with regular monitoring, audit and review of this element of the Patient access system.
4.7 Members of staff who handle access request telephone calls must receive regular training in call
handling skills to provide callers with a positive experience, avoiding them being put on hold or asked to
call back. To protect Patient’s confidentiality and provide a high-quality Patient
experience, appointment calls are answered and handled where they cannot be overheard by others
i.e. not on the front reception desk or anywhere within range of the waiting room.
4.8 Raydocs will prioritise requests for home visits to assess whether it is clinically necessary and, if so,
how quickly the Patient needs to be seen. To ensure consistent handling of visit requests that are safe for
Patients, all clinical and non-clinical staff involved in the process are aware of their responsibilities through
regular review of performance and training needs.
Home visits are mostly made only to housebound or seriously unwell Patients in order to maximise available
clinical time and to encourage Patients to use the appointment system responsibly and according to
need. This is explained on Raydocs’s website, in practice literature and via other practice communication
methods.
4.9 Online access to the booking and the cancellation of appointments is available for Patients with secure
online access, set-up via the online access system of Raydocs or the NHS App. As a minimum, the
proportion of online appointments offered complies with national and local requirements, with the online
appointments ratio kept under regular review to meet the needs of the Patient profile.
4.10 To prevent appointments being missed, Raydocs will seek consent via the opt-in method to send SMS
text reminders for appointments to Patients. Raydocs will provide an explanation about the information that
will be sent by text and the security arrangements in place. Raydocs will confirm with the Patient their
contact details to ensure the number intended to receive SMS text messages is up to date and correct. Text messaging is not used routinely for serious or important messages such as requests for
urgent follow-up. SMS text message consent must be stored in the Patient’s medical records.
4.11 Raydocs records all missed appointments and follows up with Patients to ascertain the reason (if
possible) to prevent any recurrence. If a Patient consistently misses appointments, and removal from the
list becomes the last and only resort for Raydocs, the Patient will have received a recorded formal warning
about this conduct at least once in the preceding twelve month period.
4.12 For the purposes of Patient safety and audit, notes, messages and any material Patient information
(e.g. presented on loose sheets of paper) is scanned into the clinical system or the information added to
the clinical system, for action, follow up or as a record that the information has been received whether or
not an action of any kind was necessary.
4.13 Patient Choice
Patient choice may include the option for Raydocs Patients to see a GP or other clinician or be signposted
to access a range of services. Patients have the option to request a named GP or clinician, but this may
delay access to care and treatment. Raydocs should make Patients aware of this.
Wherever possible, Raydocs clinicians should advise Patients to re-book with the same member of staff for
continuity of care. Although this may delay access, it improves outcomes and brings other benefits for both
the Patient and clinician. Continuity of care provides the foundation for safe, efficient and coordinated care
especially for those Patients with complex and multiple needs.

We make every effort to give the best service possible to everyone who attends our practice.

However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.

To pursue a complaint please contact the practice manager who will deal with your concerns appropriately. Further written information is available regarding the complaints procedure from reception.

Download our Complaints Form

The practice complies with data protection and access to medical records legislation. Identifiable information about you will be shared with others in the following circumstances:

• To provide further medical treatment for you e.g. from district nurses and hospital services.
• To help you get other services e.g. from the social work department. This requires your consent.
• When we have a duty to others e.g. in child protection cases anonymised patient information will also be used at local and national level to help the Health Board and Government plan services e.g. for diabetic care.

If you do not wish anonymous information about you to be used in such a way, please let us know.

Reception and administration staff require access to your medical records in order to do their jobs. These members of staff are bound by the same rules of confidentiality as the medical staff.

Freedom of Information

Information about the General Practitioners and the practice required for disclosure under this act can be made available to the public. All requests for such information should be made to the practice manager.

Access to Records

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.

Download our Infection Control Annual Statement Annual Statement March 2022

RAYDOCS – NEWTOWN MEDICAL CENTRE

Our Zero Tolerance Policy
Our GP surgery is committed to providing a safe, respectful, and professional environment for
both patients and staff. To ensure the highest standards of care and service, we have a strict
Zero Tolerance Policy in place. This policy outlines unacceptable behaviour and the
consequences of such actions to protect everyone within our surgery.

Aggressive or Violent Behaviour
Any form of physical violence, threatening behaviour, or verbal abuse towards our staff,
patients, or visitors will not be tolerated. This includes shouting, swearing, or making offensive
remarks.
Patients exhibiting aggressive or violent behaviour will be asked to leave the premises
immediately. If required the Police will be called and informed. The patient will be removed from
our practice list.

Harassment and Bullying
Harassment or any king of bullying directed towards staff or other patients, is strictly prohibited.
This includes unwanted comments, gestures, or physical contact. This will include removal
from the patient list.

Discriminatory Behaviour
Discrimination based on race, gender, age, religion, disability, sexual orientation, or any other
characteristic is not acceptable within our surgery and will result in removal from the practice
list.

Failure to Adhere to Practice Policies
Refusal to comply with the surgery’s policies, including those related to appointment
scheduling, confidentiality, and respect for staff, will be considered a breach of our Zero
Tolerance Policy.
Repeated non-compliance may result in warnings and eventual removal from the practice list if
the behaviour continues.

Consequences of Violating the Zero Tolerance Policy
1. Formal Warning
Depending on the severity of the incident, a patient may receive a formal warning,
outlining the unacceptable behaviour and the potential consequences of any further
violations.
2. Removal from the Patient List
Persistent or severe breaches of this policy will result in the patient being removed from
our surgery’s patient list. In such cases, the patient will be informed in writing and given
information on how to register with another GP.
3. Involvement of Authorities
In cases involving physical violence, threats, or criminal behaviour, the police will be
contacted immediately, and legal action may be pursued.

Commitment to a Safe Environment
We are dedicated to ensuring that our GP surgery remains a welcoming and secure place for all.
Our Zero Tolerance Policy is in place to protect everyone’s right to safety and respect. By
working together and upholding these standards, we can maintain a positive environment for
both healthcare providers and patients.

Thank you for your cooperation and understanding.