Our Policies & Commitments

Saluja Clinic fully supports the NHS Zero Tolerance Policy. We have a duty to ensure our staff can provide care without fear of abuse or violence. We understand that illness can make people act out of character, and we will always try to deal with misunderstandings or complaints through appropriate channels.

We ask all patients to treat doctors and staff courteously and act reasonably. All incidents will be followed up formally:

• A formal warning will be issued after a second incident
• Removal from the practice list may follow a third incident where behaviour has been unreasonable
• Violent or verbally abusive behaviour will not be tolerated and may result in immediate removal from the list
• In extreme cases, the Police will be contacted if a patient poses a threat to staff or other patients

The NHS Constitution establishes the principles and values of the NHS in England. It sets out the rights patients, the public and staff are entitled to, and the pledges the NHS is committed to achieving.

We aim to provide the best possible medical service. Most problems can be resolved quickly and easily at the time they arise with the person concerned, and this is often the best first approach.

Where a formal complaint is required, this should be made in writing as soon as possible after the event, and ideally within:

• 12 months from the date the event occurred, or
• 12 months from the date you became aware of the event

How to Submit a Complaint

Please send written complaints to:
Practice Management, Saluja Clinic, 36A Northcote Avenue, Southall, UB1 2AY

You can also ask at reception for a complaints form. If you wish to complain on behalf of another patient, written consent from that patient is required.

Confidentiality

All complaints are treated in the strictest confidence. Where the investigation involves reviewing medical records, you will be informed if information is to be disclosed to a person outside the practice. The practice maintains an annual review of complaints and the learning improvements they generate.

The practice complies fully with the Data Protection Act. All information about patients is confidential — from the most sensitive diagnosis to the simple fact of having visited the surgery or being registered here. No personal information will be disclosed without your permission, except in the most exceptional circumstances where someone is at grave risk of serious harm.

All members of the primary healthcare team — Patient Advisors, Nurses, HCAs and Doctors — will have access to your medical records in the course of their duties. All adhere to the highest standards of confidentiality.

Under 14s

The duty of confidentiality owed to a person under 14 is as great as the duty owed to any other person. Young people under 14 can choose to see health professionals without informing their parents or carers. If a GP considers the young person competent to make decisions about their health, they can give advice, prescribe and treat without further consent. In practice, health professionals will always encourage young people to discuss issues with a parent or carer.

As part of our legal duties, the practice maintains full and accurate records of the care and services we provide, and keeps these confidential and secure.

What Information We Hold

• Basic details such as address, date of birth and next of kin
• Records of all contact we have had with you
• Notes and reports about your health
• Details and records of your treatment and care

Why We Share Information

We may share information with other health and social care organisations — including hospitals, mental health providers, community health, social care and NHS Digital — to support your care. When we do, we use the minimum necessary and share it securely and lawfully.

We may also be required to share information when required by law, for health or research purposes with special permission, or where there is a strong public interest such as a risk of serious harm.

Your Rights Under Data Protection Law

• To object to certain uses of your data
• To receive a copy of information held about you
• That your information will not be used for direct marketing
• To have incorrect information amended or erased

The Fair Processing Notice informs you about the type of patient information that GP practices hold, how that information might be used, with whom we may share it, and how we ensure it is kept secure.

The Freedom of Information Act creates a right of access to recorded information held by public authorities, including NHS GP practices. Any individual, anywhere in the world, may make a request for information.

What Can Be Requested

Information under seven broad publication scheme classes, including who we are and what we do, what we spend, our priorities, how we make decisions, our policies and procedures, and the services we offer. A publication scheme leaflet is available at the surgery on request.

How to Make a Request

Requests must be made in writing (including by email), state your name and an address for correspondence, and describe the information you are requesting.

Your Summary Care Record (SCR) contains important information about any medicines you are taking, any allergies you suffer from, and any bad reactions to medicines you have previously experienced. It also includes your name, address, date of birth and NHS Number.

Access to your SCR by authorised healthcare staff helps improve decision-making and prevents mistakes when you are being cared for in an emergency or when your GP practice is closed.

Your Choices

• If you are registered with a GP practice, an SCR is created for you by default — no action is needed
• To opt out, you need to inform your GP practice and complete an opt-out form
• You can change your mind at any time

Who Can Access Your SCR

Healthcare staff who access your SCR must be directly involved in caring for you, hold an NHS Smartcard with chip and passcode, and will only see the information needed to do their job. They will always ask for your permission before viewing it, except in genuine emergencies.

New contractual requirements from 1 April 2014 require GP practices to publish a Statement of Intent in relation to key IT developments. Saluja Clinic confirms the following:

• Summary Care Records: Your SCR is automatically updated on at least a daily basis.
• GP2GP Record Transfers: Active and operational. We send and receive patient records electronically when patients register or de-register.
• Patient Online Access: We offer online booking, checking and cancelling of appointments, repeat prescription requests, and viewing a summary of your medical records. Full record access and questionnaire options are not currently offered.
• Data for Commissioning: Specific arrangements are in place for patients to opt out of care.data. Annual training and audits ensure all data is handled correctly and safely.

When you register with a new GP practice, GP2GP allows your electronic medical record to be transferred securely and electronically, typically within minutes of registration — enabling much safer and better-informed care from the outset.

Paper notes continue to be sent via an NHS delivery service and may take up to two weeks to arrive. GP2GP is active at Saluja Clinic: we send and receive patient records via this system for all eligible registrations and de-registrations.

The surgery prides itself in maintaining professional standards. For certain examinations during consultations, an impartial observer — a Chaperone — will be offered. This will be a practice Nurse or Healthcare Assistant who is familiar with the procedure.

Role of a Chaperone

• Maintains professional boundaries during intimate examinations
• Acknowledges a patient's vulnerability
• Provides emotional comfort and reassurance
• Assists in the examination
• Assists with undressing patients, if required

Child safeguarding is the responsibility of everyone at the surgery. We make every effort to recognise issues and address concerns as they arise, and maintain a robust system of note-keeping, recording, message handling and communication of concerns.

Key Principles

• The welfare of the child is paramount
• Be prepared to consult with colleagues and take advice from local experts
• Keep comprehensive, contemporaneous records
• Be aware of GMC guidance about sharing confidential information

Four Categories of Child Abuse

• Physical abuse — including hitting, shaking, throwing, burning, or deliberately causing ill-health
• Sexual abuse — forcing or enticing a child to take part in sexual activities, including both contact and non-contact acts
• Emotional abuse — persistent ill-treatment affecting emotional development, including messages of being unloved, or living in a home where domestic violence occurs
• Neglect — failure to meet a child's physical or psychological needs, including adequate food, shelter, protection and emotional support

A vulnerable adult is anyone over the age of 18 who may be unable to protect themselves from abuse, harm or exploitation by reason of illness, age, mental illness, disability or other physical or mental impairment.

Forms of Abuse

• Neglect — ignoring mental or physical needs or basic life necessities
• Financial — theft or misuse of money or possessions
• Physical — hitting, assault, forced medication or restraint
• Sexual — assault, non-consensual acts or exposure
• Psychological — threats, control, isolation or taunting
• Discrimination — abuse based on perceived differences
• Institutional abuse — in hospitals, care homes or support services

Emergency Contacts

The Government's national counter-terrorism strategy CONTEST has four work streams: Pursue, Protect, Prepare, and Prevent. Healthcare organisations are expected to support the Prevent strategy by helping to stop people from becoming terrorists or supporting terrorism.

Prevent operates in the pre-criminal space and focuses on stopping people from joining or supporting extremist groups. Healthcare professionals may meet people who are vulnerable to radicalisation — including those with mental health issues or learning disabilities.

Three Key Objectives

• Challenge ideology that supports terrorism and those who promote it
• Prevent vulnerable people from being drawn into terrorism and ensure appropriate support is given *(healthcare organisations are expected to support this objective)*
• Work with sectors and institutions where there are risks of radicalisation *(healthcare organisations are expected to support this objective)*

Patient confidentiality is always paramount. Disclosing fears and suspicions must be approached responsibly, weighing the evidence and individual circumstances — in the same manner as safeguarding adults, children, and domestic violence concerns.

The NHS provides most healthcare free of charge, but some services fall outside the NHS contract. GPs are self-employed and their NHS contract covers medical services to NHS patients, not non-NHS work. GPs must cover staff, buildings and running costs in the same way as any small business.

Examples of Non-NHS Work for Patients

• Accident/sickness certificates for insurance purposes
• School fee and holiday insurance certificates
• Reports for health clubs certifying fitness to exercise
• Private prescriptions for travel purposes

Examples of Non-NHS Work for Institutions

• Life assurance and income protection reports for insurance companies
• Reports for the DWP (disability living allowance, attendance allowance)
• Medical reports for local authorities (adoption and fostering)
• Copies of records for solicitors

We have allocated a Named Accountable GP for all registered patients. This does not affect which doctor you see for appointments, but ensures there is a specific GP responsible for overseeing your overall care.

If you are unsure who your Named GP is, please ask a member of our reception team. Unfortunately, due to the costs involved, we are unable to notify patients in writing when a Named GP changes.

NHS England requires GP practices to disclose average GP earnings. The average pay for GPs working in Saluja Clinic in the 2023/24 financial year was £58,148 before tax and National Insurance.

During that financial year, the practice had 3 full-time partner GPs, and 2 salaried GPs and 1 locum GP who were working in the practice for more than six months.

We aim to keep our surgery clean, tidy and safe at all times. We are proud of our modern, purpose-built practice and take every step to maintain the highest standards of cleanliness and infection control.

If you have any concerns about cleanliness or infection control, please report these to our reception staff. Key measures we take include:

• Annual infection control audits to review procedures
• Annual staff training and updates on cleanliness and infection control
• Regular review of policies to meet national guidance
• Washable or disposable materials (couch rolls, curtains, floor coverings) cleaned or changed frequently
• Alcohol hand rub gel available throughout the building
• Encouragement for staff and patients to raise any concerns or incidents

Saluja Clinic welcomes comments and suggestions from patients via the suggestion box at reception or through our website feedback section. We ask that patients do not use social media platforms such as Facebook to comment on the practice or members of staff.

If you have any feedback about our service, please report it through the practice website. All feedback is investigated and responded to.

Ethical Social Networking

In line with GMC guidance, social media sites must never be used to discuss individual patients or their care. If a GP is contacted by a patient through a private profile for medical advice, the patient will be directed to contact the surgery through the proper channel.

If you have any special needs, please let our staff know so we can help and make note for future visits.

Wheelchair Access

Wheelchair access is available throughout the surgery. A disabled toilet is available in Waiting Room 2 (WR2).

Disabled Parking

We have 2 parking spaces on the forecourt reserved for Blue Badge holders. The Blue Badge scheme is for people with severe mobility problems.

Hearing Difficulties

Blind / Partially Sighted

We can provide a large print version of our practice leaflet on request. Please ask at reception.

This accessibility statement applies to the Saluja Clinic website. We want as many people as possible to be able to use this website. This means you should be able to:

• Change colours, contrast levels and fonts
• Zoom in up to 300% without 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 (JAWS, NVDA, VoiceOver)

Known Limitations

• Text may not reflow in a single column when browser window is resized
• Some older PDF documents are not fully accessible to screen readers
• Some online forms are difficult to navigate using only a keyboard
• There is a limit to how far you can magnify the map on our Contact page

Compliance

This website is partially compliant with the Web Content Accessibility Guidelines version 2.1 AA standard. This statement was prepared on 10/07/2023 and last updated 13/07/2023. Compliance was checked using WAVE, WebAIM Contrast Checker, HTML_CodeSniffer, Pa11y and axe.

Requesting an Accessible Format

If you need information in a different format — accessible PDF, large print, easy read, audio recording or braille — please call us on 0208 574 5136. We will respond within 7 days.