Surgery Information

Both the Carisbrooke and Dower House branches of Newport Health Centre are converted houses. Where possible they have been made disabled friendly.

Carisbrooke Branch

The building is accessible by wheelchair and all the rooms on the ground floor are wheelchair accessible. Access to the first floor is via a stair case if you have trouble with stairs please advise the Patient Advisor when you book your appointment and we will arrange for you to be seen in a ground floor consulting room.

The Practice has hearing loop facilities which can be used throughout the building we also have access to a signing service which has to be booked through our Patient Advisors.

The Practice is assistance dog friendly.

Dower House Branch

The building is accessible by wheelchair and all the rooms on the ground floor are wheelchair accessible. Access to the first floor is via a stair case or a lift.

The Practice has access to a signing service which has to be booked through our Patient Advisors.

The Practice is assistance dog friendly.

Both practices are working towards being Dementia Friendly.

If you have special needs please let the Patient Advisors know and we will always do our best to try and meet your needs.

Please view our complaints procedure below

Complaints

Patient Rights & Responsibilities

Users of the National Health Service have rights. The following explains what they are. They fall into three main categories.

Legislated Rights

Rights that have been written into law by means of Parliamentary Acts or Bills. (For example, UK GDPR and DPA 2018). As a patient of the NHS you have 7 rights.

• You are entitled to receive health care on the basis of clinical need, regardless of your income.
• You are entitled to be registered with a Medical practice. You are entitled to change your practice at any time. You do not have to give a reason for your decision.
• You are legally entitled to accept or refuse treatment as you see fit. This includes examinations, tests, diagnostic procedures, medication, operations, etc.
• You can refuse to be involved in research trials. If you do not agree to be involved in research trials, you can withdraw at any time.
• You are entitled to equal treatment regardless of race, gender, age or disability.
• You have a right to information on GP practices in your area and the services they provide. All practices must provide an information leaflet.
• You have a right to confidentiality. Personal information about your health is confidential and should only be disclosed to those who need that information to provide you with effective treatment, you can consent to share with other individuals outside of the NHS

Access to your Health Records.

You have a legal entitlement to see a copy of the records held about you. All records stored on computer can be accessed. If you wish to see your records you should apply in to the practice for a Subject Access Request.

Guideline Rights

• You are entitled to have reasonable access to high quality service and facilities.
• You are entitled to information on what is wrong with you and the treatment options available. Ask questions. You should be given truthful, clear answers.
• You are entitled to ask for a second opinion on your diagnosis or treatment.
• You can ask to have someone with you (friend, relative, interpreter) at any time. You may find this beneficial, particularly if you are asking questions or need moral support.

Human Rights

It is your right to be treated as a human being by another human being and as they would wish to be treated themselves, i.e. with dignity, politeness, respect and consideration. These may not necessarily be covered legally or even be contained in guidelines, but human rights will come into many of the areas mentioned above and are certainly just as important.

Consent

A doctor, nurse, or anyone else looking after your health, has to have your agreement before they can examine or treat you. This policy applies to both children and adults. Your consent will be sought before any of your information is shared with any individual not connected with your direct health care.

Patient Responsibilities

Patients, too, have certain responsibilities:

• Keeping appointments:  Please try to arrive on time. If you are unable to attend an appointment, please inform the clinic or surgery in good time. Address. If you move house, change address or telephone number, or the postcode is changed, please inform your GP practice or outpatient clinic.
• Treat all healthcare staff in a reasonable, courteous manner.
• Use emergency services in a responsible manner. Please use the out-of-hours services for emergencies only and not for routine care.
• Take care with medicines. Medicines are for one person only and should not be shared. Keep them safely away from children and in the original container. Take any unwanted medicines to a chemist for safe disposal.

Please view our Privacy Policy below

Privacy Notice 

General

Practice365 strives to ensure that its services are accessible to people with disabilities. Practice365 has invested a significant amount of resources to help ensure that its websites are made easier to use and more accessible for people with disabilities, with the strong belief that every person has the right to live with dignity, equality, comfort and independence.

This accessibility statement applies to websites hosted by Practice365.co.uk.

Accessibility on Practice365

We want as many people as possible to be able to use this website. For example, that means you should be able to:

• change colours, contrast levels and fonts
• zoom in up to 300% without the text spilling off the screen
• navigate most of the website using just a keyboard
• navigate most of the website using speech recognition software
• listen to most of the website using a screen reader (including the most recent versions of JAWS, NVDA and VoiceOver)

We’ve also made the website text as simple as possible to understand.

AbilityNet has advice on making your device easier to use if you have a disability.

How accessible this website is

We know some parts of this website are not fully accessible:

• most older PDF documents are not fully accessible to screen reader software

Enabling the Accessibility Menu

Disclaimer

Practice365 continues its efforts to constantly improve the accessibility of its site and services in the belief that it is our collective moral obligation to allow seamless, accessible and unhindered use also for those of us with disabilities.

Here For You

If you are experiencing difficulty with any content on Practice365 website, widget, any of its services or require assistance with any part of our site or software, please contact us during normal business hours as detailed below and we will be happy to assist.

Contacting Us

If you wish to report a problem, have any questions or need assistance, please email us at hello@iatropartners.co.uk

Enforcement procedure

The Equality and Human Rights Commission (EHRC) is responsible for enforcing the Public Sector Bodies (Websites and Mobile Applications) (No. 2) Accessibility Regulations 2018 (the ‘accessibility regulations’). If you’re not happy with how we respond to your complaint, contact the Equality Advisory and Support Service (EASS). If you are based in Northern Ireland, please reefer to Equalities Commission for Northern Ireland (ECNI) instead of the EASS and EHRC.

Newport Health Centre takes it very seriously if a member of our team is treated in an
abusive or violent way.

The Practice supports the government’s ‘Zero Tolerance’ campaign for Health Service Staff.
This states that:

“GPs and their staff have a right to care for others without fear of being attacked or abused.”
To successfully provide these services a mutual respect between all the staff and patients
has to be in place. All our staff aim to be polite, helpful, and sensitive to all patients’ individual
needs and circumstances. We would respectfully remind patients that very often staff could
be confronted with a multitude of varying and sometimes difficult tasks and situations, all at
the same time. The staff understand that ill patients do not always act in a reasonable
manner and will take this into consideration when trying to deal with a misunderstanding or
complaint.

However, aggressive behaviour, be it violent or abusive, will not be tolerated and may result
in you being removed from the Practice list and the Police being contacted.
In order for the practice to maintain good relations with their patients the practice would like
to ask all its patients to read and take note of the occasional types of behaviour that would be
found unacceptable:
X Using bad language or swearing at practice staff
X Any physical violence towards any member of the Primary Health Care Team or other
patients, such as pushing or shoving
X Verbal abuse towards the staff in any form including verbally insulting the staff
X Racial abuse and sexual harassment will not be tolerated within this practice
X Persistent or unrealistic demands that cause stress to staff will not be accepted.
Requests will be met wherever possible and explanations given when they cannot
X Causing damage/stealing from the Practice’s premises, staff or patients
X Obtaining drugs and/or medical services fraudulently
We ask you to treat your GPs and their staff courteously at all times.

Removal from the practice list

A good patient-doctor relationship, based on mutual respect and trust, is the cornerstone of
good patient care. The removal of patients from our list is an exceptional and rare event and
is a last resort in an impaired patient-practice relationship. When trust has irretrievably
broken down, it is in the patient’s interest, just as much as that of the practice, that they
should find a new practice. An exception to this is on immediate removal on the grounds of
violence e.g. when the Police are involved.

Removing other members of the household

In rare cases, however, because of the possible need to visit patients at home it may be
necessary to terminate responsibility for other members of the family or the entire household.
The prospect of visiting patients where a relative who is no longer a patient of the practice by
virtue of their unacceptable behaviour resides, or being regularly confronted by the removed
patient, may make it too difficult for the practice to continue to look after the whole family.
This is particularly likely where the patient has been removed because of violence or
threatening behaviour and keeping the other family members could put doctors or their staff
at risk