CALL LOG
Manager Practice
Call log
These cases are based on actual advice calls made to MDDUS advisers and are published here to highlight common challenges within practice management. Details have been changed to maintain confidentiality
EMAIL CONTACT Q A
A few of our patients have stated recently that they would prefer to communicate with the practice by email rather than by post. Is this something we are allowed to do? I’m worried about confidentiality.
Email is a convenient way to keep in touch with people but you rightly raise issues of data security. In the first instance, get in touch with your clinical
commissioning group (CCG) or health board and find out if they have a local policy about communicating with patients in this way. It is advisable to proceed with caution. While the practice will likely have robust IT protection in place for their email and computer system, the patient may not. Any message you send to them could, unless encrypted, be intercepted and this should be made clear to the patient. Another risk area would be if an email account is shared/ accessible by a number of family members. A good way to minimise risk generally would be to avoid including very sensitive information in email exchanges – perhaps limiting it to matters such as appointment scheduling. Fully explain all these issues and ensure the patient also knows email should not be used to request urgent medical attention. This can be emphasised via an automated email acknowledgement. Similarly, ensure all relevant email accounts are monitored during staff absences.
FLEXIBLE WORKING Q 04
One of our admin staff recently asked about flexible working and whether she could vary her working hours slightly. I’m not sure this would fit with what the practice needs. She’s only been with us for eight months and doesn’t have children to look after. Can I just tell her no?
AUTUMN 2016 ISSUE 15 A
Since 2014, all employees who have worked in an organisation for more than 26 weeks have had the right to request flexible working under the Children and Families Act. Previously this right only applied to people with children or caring responsibilities. ACAS has published guidance which states employers are obliged to consider requests in a reasonable manner and meetings should take place as soon as possible. Ask your employee to put her request in writing, stating what changes she would like to make to her working arrangements. She can make one request in any 12 month period and you have three months from receipt to give a decision. Be aware that you must have a sound business reason for rejecting her request – this
includes issues such as the burden of additional costs, an inability to reorganise work amongst existing staff, a detrimental impact on quality or performance, or a planned structural change to the business. More detailed guidance is available on the ACAS website and you can access an MDDUS employment law factsheet on our website at:
tinyurl.com/jjrfp5t
TRANSGENDER CHANGES Q
We are based in the north of England and one of our male patients has been transitioning to female over the past year, with support from the practice GPs. He has now called up asking for his personal details to be changed on his medical record to reflect his new name and change of
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