Entitlement to NHS Treatment

The NHS is the UK’s state health service which provides treatment for UK residents. Some services are free, other have to be paid for. The regulations that govern who can and can’t receive treatment are complex and may change.

A person who is regarded as ordinarily resident in the UK is eligible for free treatment by a GP. A person is ‘ordinarily resident’ for this purpose if lawfully living in the UK for a settled purpose as part of the regular order of his or her life for the time being. Anyone coming to live in this country would qualify as ordinarily resident. Overseas visitors to the UK are not regarded as ordinarily resident if they do not meet this description.

The following NHS treatment is available to anyone:

  • Treatment in an emergency (but not follow up treatment).
  • Treatment of certain communicable diseases.
  • Compulsory psychiatric treatment.

To qualify for other NHS treatments you must meet certain conditions which are outlined below

EU Nationals

Foreign nations from EU member states have reciprocal arrangements for both dental and medical healthcare so can access the full range of NHS services.

Non EU nationals

Foreign nationals from non-EU countries have no automatic right to NHS healthcare (other than those outlined above). Students and visitors who are going to stay in the UK for less than 6 months would have to be seen as private patients and would have to pay for their treatment. It is therefore essential that you have medical insurance to pay for any private treatment.

If you are not a student registered at a UK university and you are not going to stay in the UK for between six months and a year, it may be unlikely that you will be able to receive free NHS Treatment.

If you are unsure of entitlement to NHS treatment, or require further information please ask the reception staff when you register, and they will advise you accordingly.

Be aware that a valid 6 month visa does not automatically confer the right to free NHS treatment.

Please note that registering with a GP does not give you automatic entitlement to access free NHS hospital treatment. It is therefore essential that you take out medical insurance for the duration of your visit prior to arrival in the UK.

If you are a student registered at a UK University (and you have documentary proof of this) and are going to stay in the UK for more than six months you will qualify for NHS treatment from the beginning of your stay and you (and your dependants) will be entitled to NHS treatment and you may register with a GP.

Medical emergencies

If you need immediate medical assistance (e.g. because of an accident) telephone 999 – the call is free. An operator will ask you which emergency service you require (fire, police or ambulance). You will need to tell the emergency services what has happened and where you are. If someone is injured and needs to go to hospital an ambulance will arrive and take them to the nearest hospital with an emergency department.

If you need urgent treatment but are well enough to travel please make your own way to the nearest Accident and Emergency Department.

GDPR and Data Protection

We comply with the General Data Protection Regulation 2016 and the Data Protection Act 2018.

We use your information to provide you with Health Care services, and share your information with other organisations involved in your care.

We do this under Article 6(1) and Article 9(2)(h) of the GDPR.

You are entitled to see what information we hold about you on request.

Modern Slavery Policy and Statement

Modern Slavery Policy and Human Trafficking Policy Including the Annual Statement 2024 – 2025

Introduction

This policy applies to all persons working for us or on our behalf in any capacity, including employees at all levels, Directors, Senior Managers, Agency Workers, Locums and Suppliers. We strictly prohibits the use of modern slavery and human trafficking in our services and supply chain. We have and will continue to be committed to implementing systems and controls aimed at ensuring that modern slavery is not taking place anywhere within our organisation or in any of our supply chains. We expect suppliers to the same high standards.

Definition

  • Modern slavery

The Modern Slavery Act 2015 encompasses slavery, human trafficking, forced labour and domestic servitude. Traffickers and slave masters use whatever means they have at their disposal to coerce, deceive and force individuals into a life of abuse, servitude and inhumane treatment.

  • Human Trafficking

Trafficking is the movement of people by means such as force, fraud, coercion or deception with the aim of exploiting them. It is a form of Modern Slavery. People can be trafficked for many different forms of exploitation such as forced prostitution, forced labour, forced begging, and forced criminality, forced marriage, domestic servitude and forced organ removal. Trafficking can occur within the UK as well as countries outside the UK.

Key signs of Modern Slavery and Human Trafficking

Physical

  • Injuries apparently as a result of assault or controlling measures
  • Neurological symptoms, headaches, memory loss, dizzy spells
  • Gastrointestinal symptoms
  • Cardiovascular symptoms
  • Musculoskeletal symptoms
  • Tattoos or other marks indicating ownership by exploiters
  • Work related injuries, often through inadequate personal protective equipment or poor health and safety measures.

Sexual

  • Sexually transmitted infections
  • Injuries of a sexual nature
  • Gynaecological symptoms such as urinary or virginal infections, pelvic inflammation
  • Pregnancy as a result of their modern slavery situation, or they may have recently been forced to terminate a pregnancy.

Psychological

  • Expression of fear or anxiety
  • Depression or isolation
  • Suffering from post-traumatic stress and or a range of other trauma induced mental or physical illnesses
  • An attitude of self-blame, shame and an extensive loss of control
  • Withdrawn and submissive
  • Drug or alcohol use
  • Self-harm
  • Suicidal ideations.

Pregnancy

  • Late booking
  • Frequent non-attendance at appointments
  • Poor preparation for impending birth
  • Frequent calls to helpline
  • Frequent attendances to out of hours services and triage
  • Presenting with non-specific symptoms
  • Reluctance to seek help
  • Poor or no antenatal care
  • Few personal effects.

Situational and environmental indicators

  • Frequently moves locations, boroughs, counties, or countries
  • Fearful or emotional about their family or dependants
  • Lack of knowledge about the area they live in the UK
  • Passport or travel document has been confiscated
  • Fear of saying what their immigration status is
  • Limited English, e.g., having vocabulary relating only to their exploitative situation
  • Acting as if instructed by another
  • Someone is taking advantage of their illegal status in the UK
  • Distrust of authorities.

General Signs

  • No passports
  • No information about rights as a UK worker
  • No information about their rights as a visitor in the UK
  • Vague and inconsistent history
  • Always accompanied by someone who may appear controlling
  • Person with them does all the talking
  • Never left alone
  • Unsure of own medical history
  • Not registered with a GP, nursery or school
  • Appearance suggest neglect, note, someone working in prostitution may look well kept.

What to do if you spot the signs

If you suspect that a person is a victim of slavery or trafficking, this is a safeguarding issue. You should trust and act on your professional instinct that something is not quite right. It is usually a combination of triggers, an inconsistent story and a pattern of symptoms that may cause you to suspect trafficking.

If you have any concerns about a child, young person or adult take immediate action to ask further questions and get additional information and support. It is important to remember that:

  • trafficked people may not self-identify as victims of modern slavery
  • trafficking victims can be prevented from revealing their experience to health care staff from fear, shame,
  • language barriers and a lack of opportunity to do so. It can take time for a person to feel safe enough to open up
  • err on the side of caution regarding age. If a person tells you they are under 18 or if a person says they are an adult, but you suspect they are not, then take action as though they were under 18 years old
  • support for victims of human trafficking is available

Action to take

  • Take immediate action for those considered to be in immediate danger
  • Follow local safeguarding referral processes
  • Raise concerns with safeguarding lead
  • Ensure a clear and accurate record of the concern is made and actions taken.

Policy

Commitments

We are a company that expects everyone working with us or on our behalf to support and uphold the following measures to safeguard against modern slavery and human trafficking:

  • We have a zero-tolerance approach to modern slavery and human trafficking in our organisation and our supply chains.
  • The prevention, detection and reporting of modern slavery and human trafficking in any part of our organisation or supply chain is the responsibility of all those working for us or on our behalf. Colleagues must not engage in, facilitate or fail to report any activity that might lead to, or suggest, a breach of this policy.
  • We are committed to engaging with our stakeholders and suppliers to address the risk of modern slavery and human trafficking in our operations and supply chain.
  • We take a risk-based approach to our contracting processes and keep them under review. We assess whether the circumstances warrant the inclusion of specific prohibitions against the use of modern slavery and trafficked labour in our contracts with third parties. Using our risked based approach, we will also assess the merits of writing to suppliers requiring them to comply with our Code of Conduct, which sets out the minimum standards required to combat modern slavery and human trafficking.

Consistent with our risk-based approach we may require:

  1. Employment and recruitment agencies and other third parties supplying workers to our organisation to confirm their compliance with our Code of Conduct.
  2. Suppliers engaging workers through a third party to obtain that third parties’ agreement to adhere to the Code.

As part of our ongoing risk assessment and due diligence processes, we will consider whether circumstances warrant us carrying out audits of suppliers for their compliance with our Code of Conduct.

If we find that other individuals or organisations working on our behalf have breached this policy, we will ensure that we take appropriate action. This may range from considering the possibility of breaches being remediated and whether that might represent the best outcome for those individuals impacted by the breach to terminating such relationship.

Organisational Structure and Supply Chains

SPCL is a provider of Healthcare, whose registered office is in Leicester

We deliver healthcare services in Leicestershire and Warwickshire. We employ staff ranging from General Practitioners, NMC registered Nurses and administrative support staff.

We procure goods and services from a range of providers. Contracts vary from small one-off purchases to service contracts. Our current Procurement processes are as below:

  • All spend, aside from a few exceptions such as rates, is paid via PO. The Applicable Contract Terms Policy applies to any NHS organisation and states that where an NHS body issues a PO the standard Terms & Conditions apply.

Our procurement process has been reviewed to ensure that human trafficking and modern slavery issues are considered at an early stage, requiring self-certification from potential suppliers that their supply chains comply with the law. We procure many goods and services through frameworks endorsed by the NHS, under which suppliers such as Crown Commercial Services and NHS Supply Chain adhere to a code of  conduct on forced labour. We operate professional practices relating to procurement and supply and ensure procurement staff attend regular training on changes to procurement legislation.

Due Diligence Processes for Slavery and Human Trafficking

With regard to national or international supply chains, our point of contact is always preferably with UK entities, and we expect these to comply with legislation and have suitable anti-slavery and human trafficking policies and processes in place. The majority of our purchases utilise existing supply contracts or frameworks which have been negotiated under the NHS Standard Terms and Conditions of Contract, these all have the requirement for suppliers to have suitable anti-slavery and human trafficking policies and processes in place.

Organisational policies in relation to slavery and human trafficking

We update relevant policies on a regular basis to highlight obligations where any issues of modern slavery or human trafficking might arise, particularly in our procedures for safeguarding adults and children and young people, tendering for goods and services, and recruitment and retention.

Assessing and managing risk and due diligence processes in relation to slavery and human trafficking

We are committed to ensuring that there is no modern slavery or human trafficking in our supply chains or in any part of our business. To identify and mitigate the risks of modern slavery and human trafficking in our own business and our supply chain we:

  • adhere to the National NHS Employment Checks / Standards (this includes employees UK address, right to work in the UK and suitable references
  • have systems to encourage the reporting of concerns and the protection of whistleblowers
  • purchase a significant number of products through NHS Supply Chains, who’s ‘Supplier Code of Conduct’ includes a provision around forced labour.

Other contracts are governed by standard NHS

We are committed to social and environmental responsibility and have zero tolerance for Modern Slavery and Human Trafficking. Any identified concerns regarding Modern Slavery and Human Trafficking are escalated as part of the organisational safeguarding process. This statement is made pursuant to section 54(1) of the Modern Slavery Act 2015 and constitutes BWPCAs slavery and human trafficking statement for the current financial year.

Training for staff

All staff receive a comprehensive induction programme which includes information on, and guidance regarding, slavery and human trafficking. All staff are required, as part of mandatory training, to complete safeguarding courses, which cover obligations under the Act.

We also require external agencies supplying temporary staff to demonstrate compliance with the legislation. All clinical and non-clinical staff have a responsibility to consider issues regarding modern slavery and incorporate their understanding of these into their day-to-day practices.

All colleagues have a personal responsibility for the successful prevention of slavery and human trafficking with the procurement department taking responsibility for overall compliance. A quarterly Integrated Learning Report is submitted to the Board of Directors which includes an overview of the number of concerns raised by staff and the category that they fall into.

Signed

Managing Director – David Englefield
Clinical Lead – Dr Adeolu Arikaw

Your Personal Health Information

We ask you for information and keep it together with details of your care.  We may use some of this information to help us to protect the health of the Nation, to help plan the future of the NHS, to train tomorrow’s clinical staff and to carry out research for the benefit of everyone.

You have a right of access to your health records.

Please ask at the reception for further details.

Everyone working for the NHS has a legal duty to keep information about you confidential.

Telephone Recording

All telephone calls to and from the surgery are recorded to protect our patients and healthcare professionals. Patients are protected by the practice having a record of our conversations with patients, staff and other health workers to protect from potential abuse. We also occasionally use recordings for staff training and quality control.

For new patients, when you register with us, we will make it clear that all inbound and outbound calls from the surgery are recorded.

Calls, or transcripts of calls, audio or audio-visual recordings or elements of the discussion you have with the clinicians that contain clinical information may be added to your medical records, but this will be clarified with you at the time.

The recordings are stored securely on a system provided by X-on and are protected through the company’s Data Protection Policy, which is complaint with GDPR legislation. These recordings will not usually be shared outside the practice. If we hold recordings that have not been deleted, you can ask for a copy. In order to do this, you must put the request in writing to the Practice Manager via a Subject Access Request.

Suggestions and Complaints

Your comments and suggestions are welcome to improve the quality of our service.

Friends and Family Test

The Friends and Family Test (FFT) is an important feedback tool that supports the fundamental principle that people who use NHS services should have the opportunity to provide feedback on their experience. Listening to the views of patients and staff helps identify what is working well, what can be improved and how.

The FFT asks people if they would recommend the services they have used and offers a range of responses. When combined with follow-up questions, the FFT provides a tool to highlight both good and poor patient experience. This kind of feedback is vital in transforming our service and supporting patient choice.

So far, the FFT has produced more than 48 million pieces of feedback across England – and the total rises by around 1.2 million more every month – making it the biggest source of patient opinion in the world. Scores so far have told us that at least nine out of ten patients would recommend the NHS services they used to their loved ones. Patient comments also identify areas where improvements can be made so that providers can make care and treatment better for everyone.

The feedback gathered through the FFT is being used in NHS organisations across the country to stimulate local improvement and empower staff to carry out the sorts of changes that make a real difference to patients and their care.

Your Feedback

You can leave feedback based on your visits and appointments with us.

If you are unhappy with the service we provide to you, please speak to a member of our team as soon as possible.

For more information on how you can share your feedback, please visit our ‘Your Feedback’ page.

 

Complaints Leaflet – Chaucer Surgery

Medical Research

Information in patient records is important for medical research to develop new treatments and test the safety of medicines. This practice supports medical research by sending some of the information from patient records to the Clinical Practice Research Datalink (CPRD).

CPRD is a Government organisation that provides anonymised patient data for research to improve patient and public health.

You cannot be identified from the information sent to CPRD.

If you do not want anonymised information from your patient record to be used in research you can opt out by speaking to your doctor.

For more information about how your data is used visit www.cprd.com/public.

How you can help us

  • Please keep the appointment or cancel it well in advance to allow other people to see us
  • Please book urgent appointments for emergencies only
  • If you feel you need a longer appointment for your problem, please tell reception at the time of booking the appointment
  • If you change your name, address or telephone number please inform us as soon as possible
  • Only call the Doctor out of hours if you can’t wait
  • Be polite to the staff as they are just doing their job
    • The practice operates a zero tolerance policy, any patient that is violent or abusive to any member of staff may risk being removed from the practice list

Violent and Abusive Patients

The practice will not tolerate violent or abusive behaviour.

Anyone verbally abusing either a member of staff or the public, or using inappropriate language, will be asked to leave the premises and requested to find another GP.

Anyone who is violent or causes damage will be removed from our list immediately.

Patients will also be removed from the list in the following circumstances:

  • Violence and aggression towards staff or members of the public;
  • Damage to practice property or equipment;
  • Change of residence to outside of the practice area;
  • Persistent misuse of the system; or
  • Patients who the doctors are unable to manage clinically e.g. breach of contract with doctor regarding use of prescribed medicine, break down in patient communication.

Members of our team are instructed to dial 999 for police assistance if patients are disruptive and display aggressive and/or intimidating behaviour and refuse to leave the premises when asked. Charges may then be brought against these individuals.