Practice Polices & Service Information

This section lists some of the most important Practice Policies and supporting service information. It is not practical to list all of the Practice policies on this website but please speak to our Practice Manager if you require details of our other policies.


Accessible Information Standard (AIS)

The Accessible Information Standard (AIS) is a new NHS England information standard which must be implemented by all organisations that provide NHS or adult social care.

The AIS aims to ensure that people who have a disability, impairment or sensor loss receive information that they can access and understand, for example in large print, braille, professional communication support if they need it such as British Sign Language interpreter.

Mayford House Surgery is committed to improving our communication with our patients. We want to make sure you can read and understand the information we provide to you. If you find it hard to read our letters or if you need someone to support you during appointments, please let us know.

Please let us know:

  • If you need information in braille, large print or easy read.
  • If you need a British Sign Language interpreter or advocate.
  • If we can support you to lipread or use a hearing aid or communication tool.

Please tell the receptionist when you arrive for your next appointment, or call us on 01609 772105.

The information you provide will be recorded within your medical record and highlighted to ensure we have the necessary information on your communication needs to assist you. This information may be shared with other NHS and adult social care providers if required and requested by you.

To access a wide variety of information and leaflets please visit the EasyHealth website, an excellent website with easy to understand videos and leaflets.

Patients with visual impairment may find the following link useful: http://householdquotes.co.uk/adapting-your-home-if-you-are-blind/

Mayford House Surgery is also committed to providing a website that is accessible to the widest possible audience, regardless of technology or ability.

We are actively working to increase the accessibility and usability of our website and in doing so adhere to many of the available standards and guidelines.

This website endeavours to conform to level Double-A of the World Wide Web Consortium (W3C) Web Content Accessibility Guidelines 2.0. These guidelines explain how to make web content more accessible for people with disabilities. Conformance with these guidelines will help make the web more user friendly for all people.

This site has been built using code compliant with W3C standards for HTML and CSS. The site displays correctly in current browsers and using standards compliant HTML/CSS code means any future browsers will also display it correctly.

Whilst Mayford House Surgery strives to adhere to the accepted guidelines and standards for accessibility and usability, it is not always possible to do so in all areas of the website.

We are continually seeking out solutions that will bring all areas of the site up to the same level of overall web accessibility. In the meantime should you experience any difficulty in accessing the Mayford House Surgery website, please don’t hesitate to contact us.
We recommend users of our site use an up-to date web browser such as Internet Explorer 9/10, Mozilla Firefox or Google Chrome.

Carers

It is helpful to know if you have a Carer (someone who takes on an unpaid caring role) or if you are a Carer for someone else. To find out more please see our Carers page.

Chaperones

This policy is designed to protect both patients and staff from abuse or allegations of abuse and to assist patients to make an informed choice about their examinations and consultations.

The medical consultation is a challenge to both clinician and patient, whether in the community or in hospital. The need for more detailed discussions with patients, along with their increasing autonomy and right to make choices in relation to their clinical care and treatment, has affected the traditional role of the doctor-patient relationship. This has made maintaining appropriate professional boundaries in the doctor-patient consultation more challenging, however, the guidance from national and regulatory bodies is clear that it is always the health professional’s responsibility to do so.

Continue reading our Chaperones policy

DNA Policy (Did Not Attend)

Should a patient fail to attend/cancel 2 appointments within 12 months they will receive a warning letter from the Practice.  Should a patient then fail to attend a 3rd appointment in 12 months they will receive a letter from the Partners stating that they may be removed from the Practice List.

Please always attend your appointments and if you cannot for any reason please cancel them as soon as you can and preferably at least 24 hours prior to the appointment.  This then allows the Practice to offer an appointment to one of your fellow patients.

Thanks you.
The Partners.

Problems or Complaints

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.

Statement of Intent Regarding Developments in IT

New contractual requirements came in from 1st April, 2014 and Practices are required to announce / advertise what they intend to do with regards to developing Information Technology (IT). Read our Statement of Intent Regarding Developments in IT here.

Zero Tolerance to Violence 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.