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Novel Coronavirus (COVID-19) Pandemic Advice & Guidance for Patients

THE SURGERY IS CLOSED TO PATIENTS FOR REGULAR HEALTH CARE ON ACCOUNT OF THE CORONAVIRUS EPIDEMIC. YOU MUST NOT ENTER THE PREMISES UNLESS YOU HAVE BEEN INVITED TO DO SO. Please click on this link for further details. You must wear a mask and gloves during the entire time you are on the premises and resist from touching as much as possible.

Latest Set of Coronavirus Symptoms

New continuous cough OR fever OR loss of/ change in smell or taste. Everyone, including health and social care workers, should self-isolate if they develop a new continuous cough or fever or loss of/ change in smell or taste. The individual’s household should also self-isolate for 14 days as per the current guidelines and the individual should stay at home for 7 days, or longer if they still have symptoms other than cough or loss of sense of smell or taste.

Testing for Coronavirus

Testing is now open to any member of the public with COVID-19 symptoms by visiting nhs.uk/coronavirus or calling 119 to book a test.  

Patients who do not have access to or cannot use the internet can call a dedicated phone line, which can be used to order a test if no other options are available. The Coronavirus Testing Call Centre can be contacted on 0300 303 2713 between the hours of 07.00 and 23.00.  Around 98% of all Coronavirus test results are sent automatically to the individual within four days but for any that aren’t, the Call Centre can help individuals to follow up on their results. Patients should not be directed to request tests via NHS 111, as the service is not able to do this for them.

Stay at home: guidance for households with possible coronavirus (COVID-19) infection

List of Medical Conditions on the High Risk to Coronavirus List

Further Guidance on Shielding the High Risk

NHS guidelines translated into 32 languages by Doctors of the World

Number of coronavirus (COVID-19) cases and risk in the UK

NEW: Signhealth is providing a videos of summaries of key coronavirus guidance in BSL

Privacy Notice – COVID-19 and how we will use your data

Hackney Council Coronavirus Support line for vulnerable Adults: 020 8356 3111.

The Govt. and the NHS  have put in place measures to ensure the safety of all patients and NHS staff while also ensuring services are available to the public as normal. The current advice is for all those suspecting a COVID-19 infection to self-isolate and contact NHS 111 online in the first instance. 

ADVICE ON SELF-ISOLATION

How to protect Yourself

Are you eligible for an isolation note? Please click this link and find out more.

Guidance for employers and businesses about COVID19

DO NOT GO TO YOUR GP SURGERY, COMMUNITY PHARMACY OR HOSPITAL. Go to NHS 111 online if possible as it is experiencing a very high volume of calls. Otherwise, call 111, stay indoors and avoid close contact with other people. NHS 111 online can be accessed from NHS 111 Online.

General Information on the Novel Coronavirus

Wuhan Novel Coronavirus - Information for the Public

List of Countries Affected by category

World Health Organisation: Guidance for the Public & Health Workers

If someone calls the NHS 111 they are assessed against a clinical pathway. If they are identified as a possible COVID-19 case, NHS 111 will not refer them to a GP or a pharmacist. For those assessed and found not to be a potential COVID-19 case, NHS 111 will handle their call as normal, which would include referring them to a GP, pharmacist or a dental Practice, based on patient need.

Coronavirus infection usually occurs through close contact with an infected person via cough, sneeze, hand contact or by touching contaminated surfaces if they do not wash their hands.

NHS Recommended hand washing technique

* always carry tissues with you and use them to catch your cough or sneeze Bin the tissue and wash your hands or use sanitiser gel.

* Wash your hands often with soap and water, especially after using public transport. Use a sanitiser gel if soap and water are not available.

* Avoid touching your eyes, nose and mouth with unwashed hands.

* Avoid close contact with people who are unwell.

There are free services to support your mental health & wellbeing during the Coronavirus emergency. Core Arts can direct you to online support & activities to stay well & feel connected on 0203 941 3866 or support@corearts.co.uk If you need urgent help call the 24 hour Crisis Helpline 0208 432 8020. 

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Please be advised that the `Minor Ailments Scheme' under which patients could receive acute treatment for a defined set of minor illnesses from a pharmacy where they were registered for the scheme WILL CEASE SERVICE FROM 1.4.2020. If you would like to know more, please read the leaflet below.

Over the Counter Leaflet : Easy to Read version

Over the Counter Leaflet : Normal size

Basic Information on Health Conditions


NHS New Out of Hours Arrangement from 1.10.2018

This new integrated out-of-hours service, starting at 11 AM on 1 October 2018, will be managed by the LAS (London Ambulance Service). ALL PATIENTS REQUIRING ACCESS TO THE OUT OF HOURS SERVICES WILL NEED TO RING 111. The old number, 020 8185 0545 is no longer in use. In effect, 111 will be the single point of telephone entry into urgent care services in the out of hours period (when the surgery is closed).

Kingsmead Healthcare Complaints Procedure

Under the NHS Constitution, if you're not happy with the care or treatment you've received from us or you've been refused treatment for a condition without any explanation, you have the right to complain, have your complaint investigated, and be given a full and prompt response.

We operate an in-house complaint procedure to deal with your complaints. This procedure does not deal with matter of legal liability or compensation. In some cases the in-house procedure is not an appropriate form of investigation, in which case you will be directed to the appropriate authority.

 

This procedure does not affect your right to make a formal complaint to the Health Service Ombudsman if you so wish. Nor does it affect your right to seek compensation in law.

 

You can seek confidential advice on how to make a complaint from various organisations such as the Patient Advice and Liaison Service, the Citizens Advice Bureau or NHS Direct. Please refer to the contact details at the end of this leaflet.

 

The vast majority of complaints in General Practice are resolvable at the Practice level. We suggest that you speak to your GP or the Practice Manager informally in the first instance. If it relates to what you see as unsatisfactory service by a clinician, you can speak with another GP within the Practice. We assure you that all conversations in regard to your complaint will be kept confidential.

 

If you decide to make a verbal complaint, the person you are speaking with should make a record in writing. They should provide you with a copy or send one to you.

 

Your complaint should be addressed to the Practice Manager at the above address who will ensure that it is acknowledged and a formal offer to discuss your complaint is arranged within three days of your complaint being received by the Practice. We assure you that your complaint will be investigated thoroughly, impartially and as speedily as possible. Current regulation requires NHS bodies to respond within a maximum period of six months. However, we appreciate that many patients are anxious about the outcome of their complaints and so we aim to report back to you within three weeks although, in some cases, more time may be required. In this case, you will be informed in writing.

 

Please note that the practice must ensure strict adherence the rule of medical confidentiality authority. We cannot provide confidential information without appropriate authority if you are not the patient in question.

 

A copy of our complaint form is enclosed. You do not have to use it if you prefer to set out your complaint in your own way. We can help to write down your complaint if you feel you need help to do so. Please do not hesitate to contact the Practice Manager who will be pleased to assist you. Please be aware that you should make a complaint within twelve months of an incident happening or becoming aware of the matter complained about.

 

Please complete and send your complaint to the Practice Manager as soon as possible. Kindly mark any correspondence `Private & Confidential’.

Your complaint will then be investigated by someone within the Practice who is not associated with your complaint. It is likely that the investigator will contact you directly to ensure that the complaint has been fully understood.

 

At the conclusion of the investigation your complaint will be discussed with you in detail.

 

We would like to assure you that the Practice takes every complaint seriously and sincerely, and where applicable, will use it to improve services,

 

Brief Summary of the Complaints Procedure:

 

STEP 1:

Speak with a GP or Practice Manager informally about your grievance.

 

STEP 2:

Make a verbal or written complaint.

 

STEP 3:

Your complaint will be acknowledged within three working days and you will be advised on the subsequent steps being taken to investigate your complaint.

 

STEP 4:

The investigator will contact you in most cases to understand the issue first hand. When the investigation is complete, he or she will contact you directly to meet and discuss the outcome with you. If you are satisfied with the outcome, then the case will be deemed as closed.

 

Should you still be dissatisfied with the outcome of the investigation, you have the right to take your complaint further OR if you do not feel comfortable talking about your complaint with one of the GPs or the Practice Manager in your Practice in the first place, you have the option of contacting one or more of the organisations listed below. Please be reminded that the list is not comprehensive but covers the most accessed. You can also seek advice from these organisations on how to make a complaint.

Getting Help & Advice

 

From 1st April 2013 patients who have a comment or complaint about a GP, dentist, pharmacy or optician, which cannot be resolved locally with the practice manager can contact NHS England by post: NHS England, PO Box 16738, Redditch B97 9PT or tel: 0300 311 2233

 

The Parliamentary & Health Service Ombudsman: 0345 015 4033

http://www.ombudsman.org.uk/make-a-complaint

 

Independent Complaints Advocacy Service London: 0300 456 2370 

 

NHS Direct: 0845 4647 www.nhsdirect.nhs.ukKMC Complaints Form 3 pages APR 2013.doc

Kingsmead Healthcare Complaints Form

 

 

 



 
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