The purpose of this policy is to ensure timely and efficient handling of new medications prescribed to patients during hospital visits and to communicate clearly the collection timeline for these medications.

This policy applies to all patients who have had new medications initiated by a hospital consultant or specialist and subsequently require those medications to be dispensed by the Practice dispensary.

When the Surgery receives a hospital communication (letter, discharge summary, or electronic notification) detailing new medications prescribed to a patient, the practice will process the medication requests promptly.

New medication requests from hospital letters will be processed and prepared for patient collection 5 working days from the date of the letter is received by the practice.

Patients will be informed that their newly prescribed hospital medications will be ready for collection 5 working days from the date of the receipt of the hospital letter by the practice.

Patients should then collect their medications from the practice dispensary after the 5-day processing period.

In urgent cases where the medication is required sooner, the hospital should be contacted directly.

We want to let you know that at the moment, our practice is not able to take on new Shared Care Agreements.

This is because Shared Care often involves regular monitoring and prescribing of specialist medications. While we can support you with the necessary monitoring (like blood tests), we cannot currently take on the prescribing of these medications, especially those started privately. This is due to limited capacity and the need to make sure we are providing safe care to all our patients.

If you are receiving a medication through a private specialist, you will need to continue getting your prescriptions directly from them. We know this may be frustrating, and we’ll keep this decision under regular review as we work to improve access and capacity.

If you have any questions about your medication or care, please contact us and we’ll be happy to advise and support you.

Thank you for your understanding

Patients have the right:

• To receive NHS services free of charge, apart from certain limited exceptions sanctioned by Parliament
• To access NHS services and not be refused access on unreasonable grounds
• To expect the Practice to assess the health requirements of the local community and to commission and put in place the services to meet those needs as considered necessary
• In certain circumstances to go to other European Economic Area countries or Switzerland for treatment which would be available through the NHS
• Not to be unlawfully discriminated against in the provision of NHS services including on grounds of gender, race, religion or belief, sexual orientation, disability (including learning disability or mental illness) or age
• To access services within maximum waiting times, or to be offered a range of alternative providers if this is not possible
• To be treated with a professional standard of care, by appropriately qualified and experienced staff, in a properly approved or registered organisation that meets required levels of safety and quality
• To be treated with dignity and respect, in accordance with their human rights
• To accept or refuse treatment that is offered, and not to be given any physical examination or treatment unless valid consent has been given
• To be given information about their proposed treatment in advance, including any significant risks and any alternative treatments which may be available, and the risks involved in doing nothing
• To privacy and confidentiality and to expect the Practice to keep their confidential information safe and secure
• To access their own health records
• To choose their GP practice, and to be accepted by that Practice unless there are reasonable grounds to refuse, in which case they will be informed of those reasons
• To express a preference for using a particular doctor within their GP Practice
• To make choices about their NHS care and to provide information to support these choices
• To be involved in discussions and decisions about their healthcare, and to be given information to enable them to do this
• To be involved, directly or through representatives, in the planning of healthcare services, the development and consideration of proposals for changes in the way those services are provided, and in decisions to be made affecting the operation of those services
• To have any complaint you make about NHS services dealt with efficiently, to have it properly investigated, know the outcome and escalate the complaint to the independent Health Service Ombudsman
• To make a claim for judicial review if they think they have been directly affected by an unlawful act or decision of an NHS body
• To compensation where they have been harmed by negligent treatment

Patient Responsibilities

• To make a significant contribution to their own, and their family’s good health and well-being, and take some personal responsibility for it
• To treat NHS staff and other patients with respect and recognise that causing a nuisance or disturbance on NHS premises could result in prosecution
• To provide accurate information about their health, condition and status
• To keep appointments, or cancel within reasonable time
• To follow the course of treatment which they have agreed, and talk to their clinician if they find this difficult
• To participate in important public health programmes such as vaccination
• To ensure that those closest to them are aware of their wishes about organ donation
• To give feedback, both positive and negative, about the treatment and care they have received, including any adverse reactions they may have had

From time to time it will be necessary for patients to loan equipment from the Surgery as advised by their doctor.

Weobley & Staunton on Wye Surgeries is committed to equality and valuing diversity within its workforce, as well as ensuring it meets its obligations to all sectors of the community in the health and social care services it commissions. Our goal is to ensure that these commitments, reinforced by our values, are embedded in our day-to-day working Practices with all our stakeholders, colleagues and partners.

We will provide equality of opportunity and we will not tolerate discrimination on grounds of gender, gender identity, marital status, pregnancy and maternity, sexual orientation, race, colour, nationality, religion or belief, age, disability, HIV positivity, working pattern, caring responsibilities, trade union activity or political beliefs – or any other grounds.

All our staff undergo Equality & Diversity training annually and our Equality & Diversity policies are reviewed annually or as and when legislation/regulation changes are made.

Equality & Diversity Policy

Equal Opportunities Anti-Discrimination (Service Provision) Policy

The NHS operate a zero tolerance policy with regard to violence and abuse and the practice has the right to remove violent patients from the list with immediate effect in order to safeguard practice staff, patients and other persons. Violence in this context includes actual or threatened physical violence or verbal abuse which leads to fear for a person’s safety. In this situation we will notify the patient in writing of their removal from the list and record in the patient’s medical records the fact of the removal and the circumstances leading to it.

Unacceptable Behaviour, Violence & Aggression Policy (Updated November 2019)

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 formal complaint please contact the Practice Manager who will deal with your concerns appropriately. Further written information regarding the complaints procedure is available below, or from reception.

Complaint Form

Patient Complaint Leaflet – Updated June 2019

Complaints Policy – Updated April 2024

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.

Patient Subject Access to Medical Records (SAR) Policy (Updated June 2019)

Application for Access to Medical Records Form

Explanation Letter to Patients regarding Accessing their Medical Record

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.

Freedom of Information Act Policy

The NHS is founded on a common set of principles and values that bind together the communities and people it serves – patients and public – and the staff who work for it. This Constitution establishes the principles and values of the NHS in England. It sets out rights to which patients, public and staff are entitled, and pledges which the NHS is committed to achieve, together with responsibilities which the public, patients and staff owe to one another to ensure that the NHS operates fairly and effectively. All NHS bodies and private and third sector providers supplying NHS services are required by law to take account of this Constitution in their decisions and actions. The Constitution will be renewed every 10 years, with the involvement of the public, patients and staff.

NHS Constitution Policy