Your Rights as a Patient

Access to Healthcare

• You have the right to register with a GP practice and receive NHS primary care services.
• You have the right to access NHS primary care services and receive care appropriate to your clinical needs.
• You have the right to request a chaperone during an examination.

Respect & Dignity

• You will be treated with respect, dignity, and without discrimination, regardless of your age, gender, ethnicity, disability, religion, sexual orientation, or any other protected characteristic.
• You have the right to be involved in decisions about your healthcare and treatment.

Confidentiality & Data Protection

• Your medical records and personal information will be handled in accordance with UK GDPR and NHS confidentiality policies.
• You have the right to access your medical records and request corrections if necessary.
• You can request that your data is not shared outside the practice, except where required by law.

Informed Decisions & Consent

• You have the right to clear explanations about your condition and treatment options.
• You have the right to ask questions and be fully informed before consenting to any treatment.
• You can refuse treatment, except in exceptional circumstances where it is required by law.

Making a Complaint or Giving Feedback

• If you are unhappy with the service you have received, you have the right to make a formal complaint following our complaints procedure.
• You have the right to provide feedback on the services you receive through patient surveys, the Patient Participation Group (PPG), or the NHS Friends and Family Test.

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Your Responsibilities as a Patient

Respect for Staff & Other Patients

• Treat our staff, other patients and visitors with respect and follow our Patient, Visitor and Carer Code of Conduct.

Attending Appointments

• Arrive on time for your appointment or notify the practice if you are unable to attend.
• Cancel appointments in advance if you no longer need them, so they can be offered to other patients.

Providing Accurate Information

• Ensure that your contact details (address, phone number, email) are up to date.
• Provide accurate and honest information about your symptoms, medical history, and lifestyle to help us provide appropriate care.

Using NHS Services Responsibly

• Use urgent and emergency services appropriately – for life-threatening conditions, call 999, and for non-urgent medical advice, call NHS 111.
• Use repeat prescription services responsibly and allow enough time for processing before running out of medication.

Following Medical Advice & Treatment Plans

• Take prescribed medications as directed and inform the practice if you experience side effects or have concerns.
• Attend follow-up appointments or screenings when advised to do so.

Helping to Improve Services

• Provide feedback on the care you receive to help improve services for yourself and others.
• Engage with the Patient Participation Group (PPG) if you would like to contribute to practice decisions.

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Get Support or Raise Concerns

If you need support with your care, have questions about your rights and responsibilities, or wish to raise a concern, please contact the practice.

Patient, Visitor and Carer Code of Conduct

Respect and Safety at The Bay

This Code reflects The Bay Way and our commitment to treating everyone with respect, kindness and dignity.

At The Bay Medical Practice, we are committed to providing a safe, professional and supportive environment for patients, visitors and staff.

Our team will treat you with dignity, kindness and respect. We ask everyone who attends or contacts the Practice to treat our staff, other patients and visitors in the same way.

We recognise that people may sometimes be unwell, worried, distressed or frustrated. We will always try to understand individual circumstances and provide appropriate support. However, abusive, threatening, discriminatory or otherwise unacceptable behaviour towards our staff or others is not acceptable.

What we expect

When attending or contacting the Practice, please:

• treat staff, patients and visitors with courtesy and respect;
• follow reasonable requests and instructions from members of the Practice team;
• respect the privacy and confidentiality of other patients;
• remain within patient-accessible areas unless invited elsewhere;
• communicate concerns without abusive, intimidating or threatening behaviour; and
• respect our premises and property.

Unacceptable behaviour

Examples of behaviour which may result in action by the Practice include:

• shouting, verbal abuse, insults or intimidation;
• threatening or aggressive behaviour;
• physical violence or threats of violence;
• racist, sexist, homophobic, transphobic or other discriminatory language or behaviour;
• unwanted sexual comments, sexualised behaviour or sexual harassment;
• persistent or unreasonable demands which cause significant disruption to staff or services;
• damage to or theft of Practice, staff or patient property;
• fraudulent attempts to obtain medication or healthcare services;
• inappropriate behaviour associated with alcohol or substance use;
• attempting to enter clinical, staff-only or restricted areas without permission; and
• any other behaviour which causes staff, patients or visitors to reasonably feel threatened, intimidated or unsafe.

What action may be taken

Our response will depend on the nature and seriousness of the behaviour, any previous concerns and the circumstances of the individual involved.

Depending on the circumstances, we may:

• ask the person to stop the behaviour;
• end a conversation, telephone call or consultation where appropriate;
• ask someone to leave the Practice;
• issue a verbal or written warning;
• agree an acceptable behaviour or future attendance plan;
• place a proportionate behavioural alert on the patient record;
• put additional safety arrangements in place for future contact;
• report an incident to the police or safeguarding services where appropriate; or
• consider removal from the Practice patient list in accordance with NHS requirements.

For inappropriate or unacceptable behaviour which does not require immediate action, patients will normally be given an opportunity to change their behaviour. This may include a written warning explaining the behaviour of concern and advising that further incidents could result in removal from the Practice list.

Where a patient commits an act of violence or behaves in a way which causes staff, patients or others to fear for their safety, the Practice may consider immediate removal in accordance with NHS requirements. Where the immediate removal process is used, the incident must be reported to the police.

Clinical and individual circumstances

We recognise that behaviour can sometimes be affected by a person’s health or circumstances.

Where relevant, we will consider factors such as illness, distress, disability, mental health, neurodiversity, communication needs, mental capacity, safeguarding concerns and other clinical circumstances when deciding what action is appropriate.

We will seek to understand and, where possible, address factors contributing to the behaviour while ensuring that staff and other patients remain safe.

Relatives, carers and visitors

This Code applies to everyone attending or contacting the Practice, whether for their own healthcare or while accompanying or supporting somebody else.

Where inappropriate behaviour is displayed by a relative, carer or visitor, the Practice may put reasonable arrangements or restrictions in place for their future attendance or contact where this is necessary to protect staff or patients.

If that person is also registered with The Bay Medical Practice, their behaviour may also be considered in relation to their own registration.

Where an incident raises concerns about the safety of staff providing care in a patient’s home or another setting, the Practice may undertake a risk assessment and put appropriate arrangements in place.

Raising concerns with us

We want patients to feel able to raise concerns about their care or the service they have received.

If you are unhappy with your care or our services, please speak to a member of the team, contact the Practice or use our complaints process. Raising a concern or making a complaint will not disadvantage your care.

We simply ask that concerns are communicated respectfully.

Our commitment

The Bay Medical Practice is committed to providing compassionate, high-quality healthcare while protecting the dignity, safety and wellbeing of our patients and staff.

We will respond to unacceptable behaviour fairly, consistently and proportionately. We will consider individual circumstances and seek to maintain appropriate access to healthcare while taking the steps necessary to keep our staff and patients safe.

Sexual Safety Statement

Our commitment

At The Bay Medical Practice, we are committed to providing a safe, respectful and supportive environment for all patients, visitors and staff. We have a zero-tolerance approach to sexual harassment, sexual misconduct, and any unwanted, inappropriate or harmful sexual behaviour. This reflects national NHS expectations on sexual safety in healthcare.

What we mean by sexual misconduct

Sexual misconduct can include (but is not limited to):

• unwanted sexual comments, jokes or gestures
• sexualised behaviour that causes discomfort or distress
• inappropriate or unwanted physical contact
• abuse of trust, power or professional position

Such behaviour is never acceptable in our practice.

Chaperones

You have the right to request a chaperone during any consultation, examination or procedure, particularly where an intimate examination is required.

• A chaperone is a trained member of staff who is present to support you and help ensure your comfort, dignity and safety.
• The offer of a chaperone will be made where appropriate, and you may also request one at any time.
• You have the right to decline a chaperone.
• If a chaperone is not available, you will be offered the option to reschedule your appointment, where clinically appropriate.

What you can expect from us

We will:

• treat everyone with dignity, respect and compassion
• take all concerns seriously and respond promptly and sensitively
• ensure appropriate action is taken where concerns are raised
• support those affected and signpost to further help if needed

Concerns may relate to any member of staff, contractor, trainee or visitor within the practice.

Raising a concern

If something happens that makes you feel unsafe or uncomfortable, you can:

• speak to a member of our team and ask to speak to the Practice Manager, or
• raise a concern through our Complaints Procedure, available at reception or on our website

Raising a concern will not affect the care you receive from our practice.

If there is an immediate risk or danger, please call 999.

Chaperone Policy

At The Bay Medical Practice, we are committed to ensuring that all patients feel safe, respected, and comfortable during consultations, examinations, and procedures. Our Chaperone Policy is in place to provide reassurance and to safeguard both patients and healthcare professionals.

What is a Chaperone?

A chaperone is a trained member of staff who is present during a medical examination or procedure to provide support, reassurance, and an additional level of protection for both the patient and the clinician.

When Can I Request a Chaperone?

You have the right to request a chaperone at any time during your consultation, particularly for:

• Intimate examinations (e.g., breast, genital, or rectal examinations)
• Physical examinations that require undressing
• Any consultation where you feel more comfortable with a chaperone present

We encourage patients to ask for a chaperone if they feel it would provide them with additional comfort or reassurance.

Who Can Act as a Chaperone?

Chaperones are usually trained clinical staff (e.g., nurses, healthcare assistants) who understand medical procedures and can provide appropriate support. In some cases, a non-clinical trained staff member may act as a chaperone.

Family members or friends are welcome to accompany you for support, but they do not act as official chaperones.

How to Request a Chaperone

• You can request a chaperone at the time of booking your appointment.
• You can ask for a chaperone at any point before or during your consultation.
• If a chaperone is not immediately available, you may be asked to reschedule your appointment.

Chaperones for Children and Vulnerable Adults

We take special care to ensure that children and vulnerable adults are appropriately supported during examinations.

• Children under 16 should be accompanied by a parent or guardian, who may act as their support.
• For vulnerable adults, a chaperone will be offered where appropriate to ensure their comfort and protection.

Confidentiality and Respect

All chaperone interactions are strictly confidential, and our staff will treat all patients with sensitivity, dignity, and respect. If you have any concerns or questions about our chaperone policy, please speak to a member of our team.

Contact Us

If you would like more information about our Chaperone Policy or wish to request a chaperone in advance, please contact us:

Practice Address: The Bay Medical Practice, Broadway, Sandown, Isle of Wight, PO36 9GA
Phone: 01983 409292
Email: hiowicb-hsi.thebaymedical@nhs.net

Our priority is to ensure that every patient feels safe, supported, and respected during their care.

How to Make a Complaint

Informal Resolution

Many concerns can be resolved quickly by speaking directly with a member of our team. If you have a concern, we encourage you to:

• Speak to the Practice Manager or a member of the Reception Team, who may be able to resolve your issue immediately.
• Call the practice and request to discuss your concern with a senior member of staff.

If your concern is not resolved informally, you may submit a formal complaint.

Formal Complaint Process

If you wish to make a formal complaint, please provide details in writing using one of the following methods:

• By Post: Practice Manager, The Bay Medical Practice, Broadway, Sandown, Isle of Wight, PO36 9GA
• By Email: hiowicb-hsi.thebaymedical@nhs.net
• By Phone: 01983 409292

When submitting your complaint, please include:

• Your full name, date of birth, and contact details.
• A clear description of the complaint, including dates, times, and names of staff involved (if known).
• Any supporting documents or relevant details.
• How you would like the issue to be resolved.

What Happens Next?

Acknowledgement

We will acknowledge receipt of your complaint within three working days.

Investigation and Response

• A senior member of staff will investigate your concerns thoroughly.
• We may contact you for further details or to arrange a meeting to discuss the issue.
• A formal written response will be provided within 30 working days. If further time is required, we will keep you updated.

Escalating a Complaint

If you prefer not to contact the practice directly, or if you are unsure about the process, you can reach out to the Patient Experience and Complaints Team at NHS Hampshire and Isle of Wight. They can explain the options available and assist you in deciding how you would like your enquiry or complaint to be managed.

Contact the Patient Experience and Complaints Team

By Email: hiowicb-hsi.patientexperience@nhs.net

By Post:
Patient Experience and Complaints
NHS Hampshire and Isle of Wight Integrated Care Board
Omega House
112 Southampton Road
Eastleigh
Hampshire
SO50 5PB

By Phone: 0300 561 2561

Independent Review of Your Complaint

If you are not satisfied with how your complaint has been handled by the practice or the Patient Experience and Complaints Team, you can refer it to the Parliamentary and Health Service Ombudsman (PHSO) for an independent review.

Contact the PHSO

By Post:
The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP

By Phone: 0345 015 4033

Website: www.ombudsman.org.uk

Support for Making a Complaint

If you need independent advice or support, the following advocacy services are available:

Healthwatch Hampshire

Healthwatch is the consumer champion for health and social care in England.

VoiceAbility

VoiceAbility

SWAN Advocacy

SWAN Advocacy – Isle of Wight

Healthwatch Isle of Wight

By Post:
The Riverside Centre
The Quay
Newport
Isle of Wight
PO30 2QR

By Phone: 01983 608608

By Email: enquiries@healthwatchisleofwight.co.uk

Website: www.healthwatchisleofwight.co.uk

Providing Feedback and Suggestions

If you do not wish to make a formal complaint but would like to provide feedback, you can:

• Complete the NHS Friends and Family Test.
• Join our Patient Participation Group (PPG).
• Submit suggestions via our online patient feedback form.

Your feedback is valuable in helping us to improve the care and services we provide.

Privacy & Data Protection Statement

At The Bay Medical Practice, we are committed to protecting your personal information and ensuring that your privacy is respected. We comply fully with the UK General Data Protection Regulation (UK GDPR) and other relevant data protection laws.

Why We Collect Your Information

We collect and use your personal data to:

• provide you with safe and effective medical care;
• manage appointments, prescriptions and referrals;
• coordinate with hospitals, specialists and healthcare providers involved in your treatment;
• meet legal and regulatory obligations; and
• ensure the Practice operates efficiently and safely.

What Information We Collect

The information we hold about you may include:

• personal details such as name, address, contact details and date of birth;
• medical records including diagnoses, test results and treatment history;
• appointment records, consultations, referrals and prescriptions;
• emergency contact and next of kin details; and
• relevant social or safeguarding information where applicable.

How We Keep Your Information Safe

We take strict security measures to protect your information, including:

• secure electronic records and encrypted systems;
• restricted access to authorised personnel only;
• regular data protection training for staff; and
• compliance with NHS and regulatory security standards.

Who We Share Your Information With

We may share your information only when necessary for your care or where there is another lawful basis.

This may include:

• other healthcare providers;
• pharmacies;
• social care services;
• regulatory bodies;
• emergency services; and
• legal authorities where required by law.

Your information will never be sold or used for marketing purposes without your consent.

Your Rights Under GDPR

Under data protection laws, you have rights including:

• access to your personal information;
• correction of inaccurate information;
• restriction of certain processing;
• objection to certain uses of your information; and
• raising a concern with the Information Commissioner’s Office.

For further details, please review our full Privacy Notice:

The Bay Privacy Notice

Freedom of Information (FOI) Requests

At The Bay Medical Practice, we are committed to transparency and openness in accordance with the Freedom of Information Act 2000.

The Act provides the public with the right to request access to certain types of recorded information held by the Practice.

It does not cover access to your personal medical records. Requests for your own records should be made through the Subject Access Request process.

Requests under the Freedom of Information Act must be made in writing and should clearly specify the information being requested.

We aim to respond to FOI requests within 20 working days.

Submit a request

By Email: hiowicb-hsi.thebaymedical@nhs.net

By Post:
Freedom of Information Officer
The Bay Medical Practice
Broadway
Sandown
Isle of Wight
PO36 9GA

For more information about the Freedom of Information Act, visit the Information Commissioner’s Office.

At The Bay Medical Practice, our approach to healthcare is guided by The REAL Strategy and The Bay Way, ensuring that patients receive high-quality care and staff work in a supportive, inclusive and professional environment.

• The REAL Strategy focuses on Relationships, Environment, Accountability and Leadership.
• The Bay Way defines the behaviours we uphold, with an emphasis on respect and support for both patients and colleagues.

We are dedicated to continuous improvement, regulatory compliance, patient engagement, staff wellbeing and sustainable healthcare.

Find out more about our Vision, Strategy, Culture and Values here.