Manager Practice


NEW COMPLAINTS PROCEDURE IN


SCOTLAND A NEW complaints handling procedure for the NHS in Scotland came into effect in April of this year. The new NHS Scotland Model Complaints Handling Procedure (CHP) is intended to be used by all NHS service providers, including GPs, dentists, opticians, pharmacists, as well as other contractors such as cleaning or catering providers. The model CHP is designed as templates for NHS bodies and primary care service providers to adapt and adopt – and there is also an implementation guide available. The revised two-stage procedure is


intended to support a consistent person- centred approach to complaints handling across NHS Scotland, and bring the NHS into line with other public service sectors. Stage 1 allows five days for early local resolution of a complaint. Should a complainant remain dissatisfied this can be escalated to a 20-working-day Stage 2, providing for a more “thorough and robust” investigation. Complex complaints where an early outcome is unlikely can be handled directly at Stage 2 of the procedure. NHS Scotland says that the model CHP has been structured with as much flexibility as possible, while still providing standardisation across NHS service providers. Details about how to make a complaint should be widely publicised, simple and clear, and made available in all areas of service provision. Access at tinyurl.com/ke3yrr3


GMC REVISES CONFIDENTIALITY


GUIDANCE NEW guidance on confidentiality for doctors practising in the UK came into effect in April. Confidentiality: good practice in handling patient information is the result of an “extensive consultation exercise” and the revised guidance provides additional clarity on topics such as the public protection responsibilities of doctors, including when to make disclosures in the public interest, and the importance of sharing information for direct care.


The new guidance is


available at www.gmc-uk.org


WWW.MDDUS.COM PLANS FOR MORE IN-SURGERY


PHARMACISTS NHS England plans to introduce new, surgery-based clinical pharmacists to over 700 more practices in order to help free-up GP time. In-surgery clinical pharmacists working as part of the general practice team provide expertise


on day-to-day medicine issues and consult with patients directly on a range of issues. These include management of long-term conditions such as high blood pressure, providing advice for patients on multiple medications or offering better access to health checks. The aim is to deliver enhanced access to clinical advice for patients and allow GPs time


to focus on patients with more complex needs. NHS England has pledged over £100m of investment to support an extra 1,500 clinical pharmacists to work in general practice by 2020/21. This is in addition to over 490 clinical pharmacists already working across approximately 650 GP practices as part of a pilot. Dr Arvind Madan, GP and NHS England Director of Primary Care, said: “The clinical pharmacist programme is a clear win-win for patients and GPs. The pilots have shown GP workload to be eased while patients have the convenience of being seen by the right professional in a more timely way.”


ORAL HEALTH TOOLKIT NOW


UPDATED AN updated version of the Delivering Better Oral Health toolkit from Public Health England (PHE) now includes new patient factsheets and guidance on alcohol and nutrition. The evidence-based toolkit


(tinyurl.com/p8sw4d4) is designed to help dental teams support patients in improving and maintaining their dental and general health. It was developed with input from a working group, including the BDA. The information has been revised


to reflect new healthy eating advice and guidelines on lower-risk drinking. The alcohol section is supported by an online training module and the toolkit also includes new factsheets summarising key actions for oral health improvement in adults and children.


BOOK NOW FOR


PM CONFERENCE THE popular MDDUS Practice Managers’ Conference is being held this year at the Fairmont Hotel in St Andrews on Thursday 30 November and Friday 1 December. Delegates attending the conference


can enjoy interactive workshops covering a broad range of topics throughout the day on Thursday, plus additional sessions on Friday morning. These will focus on areas including recurrent risks associated with employing GP locums, and the dangers associated with poor patient communication. There will also be an exclusive first


screening of the fifth instalment of our film series, Bleak Practice, which promises an entertaining way to learn key risk lessons in general practice. Places are limited so contact the Risk Education team now on risk@ mddus.com to book your place. Early bird rates are available until 30 June. Download the flyer at tinyurl.com/ m7jmlem


03


Page 1  |  Page 2  |  Page 3  |  Page 4  |  Page 5  |  Page 6  |  Page 7  |  Page 8  |  Page 9  |  Page 10  |  Page 11  |  Page 12  |  Page 13  |  Page 14  |  Page 15  |  Page 16