Glebelands Practice

1. We may record telephone calls to:

• Review and improve services
• Monitor and review quality of care
• Train, develop and manage staff and medical trainees
• Prevent, detect, investigate and prosecute allegations, complaints, claims and / or fraud relating to patients, other organisations or our staff
• Protect staff and patients

We do this in the interests of offering a good service to our service users, patient safety, being a good employer and to protect public funds.

2. How will call recordings be used:

• Quality monitoring: Written records only provide partial information. A call recording provides a more rounded view and allows us to better understand patient and staff experience and assess the processes applied. This can help us identify any improvement areas.
• Training and development: Listening to a sample number of calls allows managers to identify training needs. Call recordings may also be used as part of training for medical students, GP registrars and other clinical staff in training at the practice. This is part of their clinical skills development.
• Gaining a better understanding of our patients: Many calls are verbally resolved without the need to complete records. Listening to sample calls will help us better understand our patient and staff needs and gain a more informed view of organisations we signpost to.
• Complaints and disputes: Some calls are verbally resolved. Where information is entered onto an electronic system this becomes the established record. In the event of a complaint or dispute, a call recording (if possible), may provide additional information to help us investigate and resolve
• Employee safety and wellbeing: A recording may become a vital piece of evidence in the event of any threats being made to the organisation or an individual or in dealing with employment-related matters.

3. How your information is shared

Generally, call recordings are not shared. In certain circumstances, for example to comply with a court order or carry out a legislative requirement, we may share call recordings.

4. How long we keep your call recording

General call recordings will be retained for up to 36 months from the date of creation. The retention period is in line with the Records Management Code of Practice for Health and Social Care 2016.

5. Can I request a copy of my call record?

If the recording is still available, you can request a copy of your conversation by contacting the surgery. This information will be provided to you in accordance with the terms of the Data Protection Act 1998.

6. What we use your data for (including call recordings). Your data is processed to:

• Review and improve services
• Check and review quality of care
• Train, develop and manage staff and medical trainees
• Prevent, detect, investigate, and prosecute allegations, complaints, claims and / or fraud relating to patients, other organisations, or our staff
• Protect staff and patients

Changes to Prescribing of Over-the-Counter (OTC) Medicines

In line with guidance from the Redbridge Medicines Management Team and NHS ENGLAND, GP practices are being asked to reduce and restrict prescribing of medicines that are available to buy over the counter.

What does this mean?

We will no longer be able to carry on routinely prescribe treatments for minor or self-limiting conditions where medicines can be purchased without a prescription.

Examples include:

• Paracetamol (including Calpol)
• Ibuprofen and topical anti-inflammatory gels
• Antihistamines for allergies and hay fever that are available OTC
• Head lice treatments
• Emollients and soap substitutes
• Nappy rash creams (e.g. Sudocrem)
• Vitamins, minerals, probiotics, and nutritional supplements
• Other minor ailment and self-care products

Why is this happening?

This follows NHS England guidance, which advises that OTC items should not be routinely prescribed where:

• There is limited evidence of clinical effectiveness.
• The condition is self-limiting.
• The condition is suitable for self-care.
• In particular, vitamins, minerals, probiotics, and many nutritional supplements are restricted due to limited evidence of benefit in most patients.

When can prescriptions still be provided?

In some cases, prescriptions may still be issued, including:

• Patients with long-term conditions requiring regular treatment
• Where there is a clear clinical need.

What should you do?

• Your local pharmacist is highly trained and can provide advice and recommend appropriate treatments without the need for a GP appointment.
• NHS guidance highlights the important role of community pharmacists in managing minor conditions and supporting self-care
• We appreciate your understanding and cooperation in helping us deliver safe, effective, and sustainable NHS care.

Further information

For full national guidance, please see:https://www.england.nhs.uk/long-read/policy-guidance-conditions-for-which-over-the-counter-items-should-not-be-routinely-prescribed-in-primary-care/

GP Partners

Dr Sri Aravindhan

Dr Abhishek Bari

Private prescriptions

Dear patient,

If you have been issued a private prescription by a consultant, please be aware that converting this to an NHS prescription is not automatic.
GPs are not contractually obliged to convert private prescriptions into NHS prescriptions.

Any request to do so is at the GP’s discretion and will be considered on a case-by-case basis.

If appropriate, the GP may issue an NHS prescription after reviewing:
• The clinical information provided
• Whether the medication is in line with local and NHS prescribing guidance
• Safety and monitoring requirements

Please allow up to 72 hours (3 working days) for a decision once all relevant information has been received.

In some cases, we may advise that the private prescription should continue to be issued by your specialist.

Thank you for your understanding.

Kind regards,
Glebelands Practice