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Vulnerable Patients

Integrated Care for Vulnerable Patients

Information regarding the joined up way of working between health and social care, being piloted in Sunderland on behalf of the Government, will be displayed on this page:

• http://www.atbsunderland.org.uk/2016/01/05/new-support-is-all-together-better-for-linda/

The Practice Manager and the Advanced Nurse Practitioner as leads, are working with the Washington Locality Practices and the City Wide Sunderland Practices together with:

• Community Nursing
• Social Workers
• Sunderland Carers Centre
• Hospitals
• care providers

To ensure the most vulnerable patients have a robust care plan agreed with the Patients / Carer to ensure the best care is being providing to help the person to stay at home rather than being admitted to hospital.

GPs and Practice Nurses at the practice play a key role in this and all patients on this journey will have a nominated GP and Care Coordinator (your first point of contact when you need help).

Clik here for more information – Carers Powerpoint

Please click here for more information.

Accessing someone else’s information

As a parent, family member or carer, you may be able to access services for someone else. We call this having proxy access. We can set this up for you if you are both registered with us.

To requests proxy access:

• collect a proxy access form from reception from 10am to 6pm

Linked profiles in your NHS account

Once proxy access is set up, you can access the other person’s profile in your NHS account, using the NHS App or website.

The NHS website has information about using linked profiles to access services for someone else.

Statement of Purpose

Have you any compliments, comments, or complaints? If so we would like to hear them

We aim to provide patients with the best care we can, but occasionally we can fall short of the mark. If you have any compliments, comments, concerns, or complaints about our service we would like to hear about it.

We would encourage you to speak to whoever you feel most comfortable with, your Doctor, Nurse or Practice Manager- If you would prefer your feedback in writing, please send it to:

Emma Ferguson – Practice Manager

Concord Medical Practice
Victoria Road Health Centre,
Victoria Road,
Concord,
NE37 2PU

If you have a complaint to make, please do not be afraid to say how you feel. We welcome feedback to help us improve our standards, and you will not be treated any differently because you have complained. We do our best to put right anything that has gone wrong.

You can contact NHS England directly on 0300 311 2233

Thank You

Complaining to NHS England

We hope that you will use our Practice Complaints Procedure if you are unhappy. We believe this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our GP surgery.

However, if you feel you cannot raise the complaint with us directly, please contact NHS England. You can find more information on how to make a complaint at https://www.england.nhs.uk/contact-us/complaint/complaining-to-nhse/.

Unhappy with the outcome of your complaint?

If you are not happy with the way your complaint has been dealt with by the GP surgery and NHS England and would like to take the matter further, you can contact the Parliamentary and Health Service Ombudsman (PHSO). The PHSO makes final decisions on unresolved complaints about the NHS in England. It is an independent service which is free for everyone to use.

To take your complaint to the Ombudsman, visit the Parliamentary and Health Service Ombudsman website or call 0345 015 4033

Need help making a complaint?

If you want help making a complaint, Healthwatch Hounslow can help you find independent NHS complaints advocacy services in your area.

Alternatively, POhWER is a charity that helps people to be involved in decisions being made about their care. Call POhWER’s support centre on 0300 456 2370 for advice.

All patients registered with a GP surgery in England and Wales now need to be allocated a named GP.  To find out who your named GP is please ask any of our reception team and they’ll be able to tell you.

All new patients registering with the practice will be allocated Dr Manchineni as their ‘named GP’.

Having a ‘named GP’ does not mean that this is the only doctor you should see, or will be able to see.  All practices are contractually obliged to make these changes which are put in place by NHS England.

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.