- Practice Leaflet
- Named GP
- Patient Health Advice
- Covid 19
- National Data Opt Out
- Social Prescriber
- Data Protection
- Patient Confidentiality
- Accessible Information
- Patient Resources
- Local Pharmacy
- Summary Care Record
- Local NHS Services
- GP Net Earnings
- Non-NHS Work Fees
- Zero Tolerance
Practice Information Leaflet
This leaflet is for both existing patients and those considering registering with us. It tells you about our services, how to access them and some general information about how our practice operates.
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 bring the matter to the attention of Mr O Siddiq (Practice Manager).
Mr O Siddiq will investigate the matter thoroughly and confidentially within 10 working days.
Mr O Siddiq will establish the facts and decide whether discrimination has taken place and advise you of the outcome of the investigation within 10 working days.
If you are not satisfied with the outcome, 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 leave the Practice’s premises forthwith.
If the visitor is a patient, s/he may be removed from the Practice’s list if any such behaviour occurs on more than one occasion.
Patient Health Advice
The practice is regularly approached by patients seeking information regarding the following common ailments and medications. Please select the medical condition in order to producee an advice leaflet.
Please refer to local pharmacy tab for more information.
Coughs & Colds
Paracetamol & Ibuprofen
Pharmacy First Scheme
The practice runs a Pharmacy First Scheme. This allows patients to recieve medication for certain minor ailments without having to see the doctor. The GP/nurse will be able to advise you appropriately.
Covid 19 Multi- Lingual Guidance
Government Covid-19 information
Information about your health and care helps us to improve your individual care, speed up diagnosis, plan your local services and research new treatments. The NHS is committed to keeping patient information safe and clear about how it is used.
How your data is used
Information about your individual care such as treatment and diagnoses is collected about you whenever you use health and care services. It is also used to help us and other organisations for research and planning such as research into new treatments, deciding where to put GP clinics and planning for the number of doctors and nurses in your local hospital. It is only used in this way when there is a clear legal basis to use the information to help improve health and care for you, your family and future generations.
Wherever possible we try to use data that does not identify you, but sometimes it is necessary to use your confidential patient information.
What is confidential patient information?
Confidential patient information identifies you and says something about your health, care or treatment. Information that only identifies you, like your name and address, is not considered confidential patient information.
You have a choice
If you do not want your confidential patient information to be used for research and planning, you can choose to opt out securely online or through a telephone service. You can change your mind about your choice at any time.
Will choosing this opt-out affect your care and treatment?
No, choosing to opt out will not affect how information is used to support your care and treatment. You will still be invited for screening services, such as screenings for bowel cancer.
What do you need to do?
If you are happy for your confidential patient information to be used for research and planning, you do not need to do anything.
To find out more about the benefits of data sharing, how data is protected, or to make/change your opt-out choice visit www.nhs.uk/your-nhs-data-matters
Social Prescriber Service
Social Prescribing helps people access non-clinical services, advice, information, support and activities in the local community to improve their health and wellbeing.
We now have 2 social prescribers working within our team, and they are able to accept referrals for adults 18+ who would benefit from 'health coaching' and non clinical support. This may also include:
- Those who are socially isolated
- History of mild to moderate mental health conditions that interfere with daily function
- Those with long term conditions who are not responding well to medical interventions
- Those who have the capacity to self-manage with community-based support
- Those attending GP surgeries for non-medical reason
- Chronic pain patients
Palfrey Health Centre Patient Participation Group (PPG)
The Patient Participation Group is up and running with over 10 members in the group. The PPG will meet periodically to discuss ways on how the practice can make the patient experience better. We have also successfully elected a Chairperson and Secretary who will support the running of the group.
The practice and PPG will endeavor to recruit a membership that is representative of it patient population demographics.
We are committed to working in partnership with our patients to provide the best possible care. It’s really important to us that you get involved and give active feedback to develop our services that are responsive and relevant to patients needs.
Join us at the next PPG!
The PPG will utilize the current suggestion box in the reception area. This can be used anonymously if you wish to make suggestions (we cannot have medical advice requests).
Friends and Family Test (FFT)
Patients can also give feedback on the service recived from Palfrey Health Centre by completing a FFT card when you next visit the practice; or alternatively completing the FFT questions on the Patient Arrival System when prompted. Both the Patient Arrival System and FFT cards are located at the reception desk.
Please do watch out for updates on the website or the patient notice boards relating to work being undertaken by the group on behalf of the patient population.
The group plan to produce a newsletter which will be available in reception in the near future.
We have also discussed the GP patient survey which will be available to fill in on an annual basis during the periods of August – October (we continually monitor patient feedback and would appreciate our patients taking the time to fill in a short survey when they visit to see the GP).
Terms of Reference
Palfrey HC PFG
PPG agenda July 2019
PPG agenda Jan 2020
Friends & Family Information
FFT Palfrey Data Jan 2020
GPAQ Review 2019
Palfrey Health Centre is a Research Active Practice.
We are always looking for ways to improve your care and where possible, get access to new and novel treatments.
We partner with NHS Research (NIHR) to help gather the information that helps save lives.
If you could be suitable for a study, we may get in touch to let you know.
If you rather we didn't contcat you, you can always tell one of the Team, and we'll update your records.
Together we can improve the lives of people with diabetes, cancer, dementia.
Palfrey Health Centre is certified Research Ready by the Royal College of General Practitioners
Why take part in research
Data Protection & GDPR
EMIS Data Processing Changes
Third party processors
In order to deliver the best possible service, the practice will share data (where required) with other NHS bodies such as other GP practices and hospitals. In addition, the practice will use carefully selected third party service providers. When we use a third party service provider to process data on our behalf then we will always have an appropriate agreement in place to ensure that they keep the data secure, that they do not use or share information other than in accordance with our instructions and that they are operating appropriately. Examples of functions that may be carried out by third parties includes:
· Companies that provide IT services & support, including our core clinical systems; systems which manage patient facing services (such as our website and service accessible through the same); data hosting service providers; systems which facilitate appointment bookings or electronic prescription services; document management services etc.
· Delivery services (for example if we were to arrange for delivery of any medicines to you).
· Payment providers (if for example you were paying for a prescription or a service such as travel vaccinations).
Further details regarding specific third-party processors can be supplied on request.
National data opt-out service
GMS / PMS Contractual Requirements
NHS Digital Notification Covid19
We respect your right to privacy and keep all your health information confidential and secure.
It is important that the NHS keeps accurate and up-to-date records about your health and treatment so that those treating you can give you the best possible advice and care. This information is only available to those involved in your care and you should never be asked for personal medical information by anyone not involved in your care.
You have a right to know what information we hold about you. If you would like to see your records, please call or write to our practice manager.
Accessible Information Standard
The Accessible Information Standard aims to ensure that disabled people have access to information they can understand and the communication support they may need. The Standard applies to service providers across the NHS and adult social care system, including GP practices.
Patient information accessible information standard
Click the following links to produce leaflets for each of the following.
Living with Dementia patient information leaflet & local support services
The Health of Black and Ethinic Minorities
Diabetes and Me
Valporate Patient Guide 2016
Why gelatine is used in vaccines
App to replace Maternity Notes
Maternity Notes Portal
Prescribing medicines for certain conditions has changed. You may no longer be able to recieve some medicines on prescription and may have to buy these from a pharmacy or supermarket in your local community (Walsall CCG).
As of 06.07.2020 Palfrey Health Centre has changed the procedure for accepting acute medication requests. We will no longer be accepting acute medication requests from any pharmacy. Requests must come from the patient directly, please use the prescription form.
This can also be found by the front entrance to the practice, completed forms must be put in the prescriptions box located outside.
You can also order your medication using E-Consult via www.palfreyhealthcentre.co.uk.
Prescribing Incentive Scheme
Walsall CCG Medicines Management team, Practice Based Pharmacists and other NHS pharmacy teams will be supporting GP practices to conduct medication reviews, clinical audits, medicine safety and medicines optimisation initiatives for patient care. Some of the audits are optional. Should you not wish your medical records to be used in this way please contact a member of staff at any time.
Electronic Repeat Dispensing (eRD)
If you get regular or repeat prescriptions, you could save time by switching to electronic Repeat Dispensing (eRD).
eRD sends your prescriptions electronically from your GP surgery to a pharmacy of your choice. It’s easy to use and you don't need a computer or electronic device. Ask your GP or pharmacist to set it up for you.
eRD allows your GP to prescribe your regular medicines for up to a year. It’s reliable, secure and confidential. Your regular prescriptions are stored securely on the NHS database, so they'll be ready at the pharmacy each time you need them.
Using eRD you can:
• save time by avoiding unnecessary trips or calls to your GP every time you need to order a repeat prescription
• order or cancel your repeat prescriptions online (if your GP practice offers this service)
• pick up your repeat prescriptions directly from your pharmacy without having to visit your GP
• spend less time waiting for your prescription in the pharmacy or GP practice
• save paper – you won’t need a paper prescription to collect your medicine from the pharmacy
For more information about eRD and how it works, ask at your GP surgery or pharmacy, or visit the NHS website: www.nhs.uk/eRD
Changes to prescribing of over the counter medicines for minor ailments.
Summary Care Record
The Practice will be uploading your patient record details onto the national computerised system called Summary Care Record Commencing March 5th 2012.
Summary Care Records enable medical staff to have access to important medical information in emergency settings about your current medication, allergies and bad reactions to medicines.
If you would like further information, or want to opt-out, please speak to our Reception staff or visit:
Other Local Services
As well as our Practice services, there are many other local NHS services you can contact for health advice, information or treatment.
Your local pharmacist will be able to give you free health advice on minor ailments – you don’t usually need an appointment.
Walsall NHS Walk-in Centre
You can see an experienced nurse for treatment of minor injuries and illnesses at Walsall NHS Walk-in Centre. They are based on the site of Manor Hospital with access through Wilbraham Road. Opening hours are 07:00 to 00:00 Mon to Sun.
Accident and emergency/999
Accident & Emergency departments are open 24 hours a day and can assess serious injuries and provide emergency treatment.
For all weekday evenings (after 6.30pm) and on weekends, if you require urgent medical advice that cannot wait until normal surgery hours, dial the NHS 111 service. Calls to the NHS 111 service are free from landlines and mobiles. If you do have a life threatening medical emergency, dial 999.
You can call NHS 111 on 111.
Domestic Violence and Abuse
The staff in your practice are trained about domestic abuse and specialist workers are available to support you. Your practice is an ‘IRIS’ practice. You can talk to doctors, nurses and other staff working here if you are being hurt or controlled by your current or ex-partner, are afraid of someone at home or a member of your family. You can also contact IRIS Team Walsall directly and ask to speak to your IRIS Advocate Educator on 01922 649569 or email firstname.lastname@example.org
Further information on your local IRIS service provider can be found at https://blackcountrywomensaid.co.uk/iris-working-with-gps-to-combat-domestic-abuse/
Eye Care Scheme also known as MECS (Minor Eye Conditions Service).
Access urgent advice and support from your local optometrists rather than visiting your GP or A&E. Optometrists must be accredited to assess the patient's condition and help advise on the best treatment avilable.
For more information on this service and to see which local optometrists are taking part, please visit www.eyecarewm.co.uk/walsall.
The local Family Planning Clinic is the Hatherton Centre which is located in Walsall Town Centre. They provide specialist family planning services.
The Beacon runs the Drugs Helpline 01922 669840. They are based at 67 Bradford Street, Walsall, WS1 3QD & 30 Station Street, Walsall, WS2 9LZ
Walsall Talking Therapies
Available as a support service for anyone who is experiencing symptoms of anxiety or depression. More information is available here. Referrals can be made by service users themselves or professionals working with them.
Barnardos BLACK COUNTRY FIRST STEP Counselling Service - A confidential service for children and young people who have been sexually abused, more information is available here
Aspire Free Mental Health Support for 14-25 year olds struggling to cope in life after lockdown. They provide free video therapy sessions to support with loss of routine, increased anxiety or stress at home. More information is available here
Working together to protect our most vulnerable
The Prevent programme exists to safeguard and divert individuals from all kinds of hateful narratives. Although rare, increased online activity during the pandemic, coupled with feelings of stress and isolation, has been exploited by online groomers to target vulnerable and young people. More information is available here
UK Protect Advice to Faith Communities
Female Genital Mutilation (FGM)
What is FGM?
Female Genital Mutilation (FGM) is a procedure where the female genital organs are deliberately cut or injured, but where there is no medical reason for this to be done. It is very painful and dangerous and can seriously harm women and girls’ health. Some girls die from blood loss or infection as a direct result of the procedure. Women who have had FGM may have mental health conditions as a result, and are likely to have difficulty in giving birth.
FGM can be carried out on girls of all ages but may be more common between the ages of 5 and 10. It can be known as female circumcision, cutting or by other terms such as sunna, gudniin, halalays, tahur, megrez and khitan among other names.
FGM causes serious harm to girls and women, including:
- constant pain
- repeated infections which can lead to infertility
- bleeding, cysts and abscesses
- problems passing urine or incontinence
- depressionshbacks, self-harm
- labour/childbirth problems which can lead to death
FGM is illegal. It is child abuse and must never be carried out either here or abroad. It is also illegal to arrange for your child to be taken abroad for the procedure or help someone to carry out FGM in any way. Anyone found guilty of this faces up to 14 years in prison and may also be made to pane.
What help can you get?
If you have had FGM, you can get help and support from your GP or other healthcare professionals. If you are concerned about any girl who may be at risk of FGM, tell a health professional or phone the NSPCC helpline 0800 028 3550, 24hrs a day. If you are worried that you may be pressured by your family or community to have FGM performed on your daughter, ask your GP, health visitor or other healthcare professionals for help.
What is a carer?
A carer is an unpaid or paid member of a person's family who helps them with activities of daily living. Carers are mostly used in situations related to old age, disability, a mental disorder or a disease.
Typical duties of a carer might include
- taking care of someone who has a disability, illness, mental health condition, or drug or alcohol problem.
- managing medications or talking to doctors and nurses on someone's behalf
- helping to bathe or dress someone
- or taking care of household chores, meals, or bills for someone who cannot do these things alone.
What is a young carer?
A young carer is someone aged 18 or under who helps to look after a relative who has a disability, illness, mental health condition, or drug or alcohol problem. Someone who does jobs around the home such as cooking, cleaning or helping someone get dressed or move around.
The difference between a young carer and other young people is that a young carer is responsible for the care of a member of their family in a way other young people are not.
If you are a carer, please let us know by contacting the reception team or by completing and returning the form attached.
Palfrey Health Centre Carer's Form
Walsall Carer's Centre Support
For more information, visit www.walsallcarers.org.
Guidance to keep you safe when attending your vaccination appointment
While coronavirus has put limitations on all our lives, it is important that you or your baby or child still have routine vaccinations. They protect against serious and potentially deadly illnesses and stop outbreaks in the community. We recommend that you attend your next scheduled appointment – see www.nhs.uk/vaccinations for details on when they are due.
Travelling to and from your appointment
When travelling to and from your appointment, please follow guidelines which include travelling by car, bike or on foot if possible, keeping a safe distance from others and washing your hands regularly. For more details, go to www.gov.uk and search ‘staying safe outside your home’.
When attending your appointment
When attending your appointment, we will be putting in place a range of measures to minimise any risk of COVID-19:
- social distancing measures will be observed;
- we may have asked you to attend your appointment at a clinic that is not at your usual venue;
- the appointment may take longer than usual.
Due to the ongoing response to COVID-19, our service may have a reduced number of appointment slots available. If you choose not to attend your appointment, please contact your GP practice. It is always helpful for us to know why so we can help you with any concerns you might have. If you still don’t wish to attend the appointment, it can be offered to someone else.
You must NOT attend an appointment if you or any member of your household are suffering from any of the symptoms associated with COVID-19 or are self-isolating. If this applies to you, please contact the GP practice so that you can reschedule your appointment for a different time.
If you are identified as clinically extremely vulnerable and have been shielding, please contact the GP practice for the latest advice on what to do.
Vaccines given to babies under 1:
Vaccines given to children aged 1 to 15:
Travel Vaccines (Please note that the practice offers only some of these vaccines)
Palfrey Health Centre aims to give a friendly and professional service to all our patients. However, if you have any concerns about any aspect of our service, please let us know. You can speak to the practice manager or write to us.
We aim to address concerns promptly and in the majority of cases concerns can be resolved quite easily. However, if you feel we have not dealt with the issues you have raised as you would wish you can write to the complaints team at NHS England:
PO Box 16738
The Complaints Team also operates a Patient Advice and Liaison Service (PALS) which can often help resolve any problems. They can also help if you have queries about the care you receive.
To speak to a PALS representative, ring 0300 311 2233.
Publication of NET GP earnings
Fees for Non-NHS Work
If you request work not covered for by the NHS such as medical reports for insurance companies, the practice may take this request on but as it is a private service, you will incur a charge upon completion of the request.
Please click the link below to download the latest fees for Non-NHS work at Palfrey Health Centre.
Fees for non-NHS work at Palfrey Health Centre
We strongly support the NHS policy on zero tolerance.
Anyone attending the surgery who abuses the GPs, staff or other patients be it verbally, phyisically or ina threatening manner, will risk removal from the practice list. In extreme cases we may summon the police to remove offenders from the practice premises.