Do you live in the UK and are unhappy about services that you have received from the National Health Service, or NHS?
If you want to start the NHS complaints process, this article will show you how to do it, when to do it, and, of course, what to do if you are unhappy with the outcome.
If you wish to give feedback or make a complaint about the NHS service, you must fall into the following groups.
Patient- You must have received care or treatment from an NHS service. It does not matter if you received this treatment away from the area you live in; you can begin the complaints process about any service in the NHS, just be sure to include information about the hospital, an NHS GP surgery, dental surgery, or other service and why you attended.
Family Members, Carers, or Representatives- You can complain about the standard of care that a loved one or someone you care for has received. If you are complaining on behalf of someone else, you will need to state how you know them, and they will have to give their consent
When you or a loved one have received NHS care that you are unhappy with, you have 12 months to start the complaints process from the date of the incident, or when you became aware of the issue. Please note that this deadline can be extended, if there is just cause as to why the complaints process was not started in the set timeframe.
To start the complaints process, you need to raise the complaint with the NHS organisation itself. This could be a GP surgery, a mental health service, and so on. Each department has their own complaints procedure, and if you aren’t sure who you need to contact, please call the Patient Advice and Liaison Service, or PALS, for help.
You can start complaints in writing, electronically, or verbally. When you make a complaint to the NHS, please state clearly what the issues are and what your desired outcome is.
Once the complaint is received, the NHS will acknowledge your complaint within three working days. According to the NHS constitution, an investigation will follow, and you should receive a written response that breaks down the findings. There is no timeframe in the NHS guidelines which states when the issue needs to be resolved, bit you should be given an idea of how long it will take.
It may be the case that you or the person you represent are unhappy with the outcome. You can escalate the complaint to the parliamentary and health service Ombudsman. The health service ombudsman is independent from the NHS and will carry out their own investigation if necessary. You can contact them via email or telephone at 0345 015 4033. Remember, it is expected that before you contact the Ombudsman, that you will have taken the steps mentioned above and will have proof.
For more information on how to raise a complaint in the NHS, please contact us.
Have you ever been advised by your GP, a nurse, or even 111 to talk to a pharmacist about a medical issue?
In the UK, pharmacists that work for the NHS ensure patient safety, as well as effective medication use, while also easing the pressure on both GP’s and A&E departments.
If you aren’t entirely sure about the role of pharmacists in your care, read on to learn more about it.
One of the main roles of a pharmacist is dispensing medication, as well as other day to day pharmacy services. These can include helping patients to choose the most suitable over-the-counter medication, assisting with health checks, answering questions about medication, and triaging the severity of illnesses.
A community pharmacy may even offer more specialised services, such as health checks for pregnant women, or for those who are over a certain age.
A pharmacist will offer advice and treatment for minor issues to reduce the pressure on other healthcare professionals, such as a local GP practice. These include common colds, headaches, migraines, skin issues, and common health complaints in children, such as headlice. Pharmacists and pharmacy technicians can also administer vaccines without patients having to book an appointment, and is trained to answer any questions that a patient may have about the side effects.
Many pharmacists undertake additional training at pharmacy schools to become independent prescribers of medicine. This has allowed them to prescribe medications for common ailments like high blood pressure without the need for an NHS GP or a nurse to provide input.
In some hospitals, you may even find pharmacists working alongside specialists, to help with treatment plans and medication, ensuring that it is tailored to the individuals needs. This is known as collaborative prescribing and brings the knowledge that these trained professionals have of the pharmaceutical industry into care plans to make sure that each patient is safe.
Pharmacists often work in hospitals, and are there to ensure the safety of the medication for both the inpatients and the outpatients. This role may involve interaction with patients on the wards, as well as working closely with doctors, specialists and nurses to devise the most suitable treatment plans, alongside monitoring the progress of the patients on different medications and assessing the effects.
Pharmacists in hospitals can also help with the medication plans of patients when they leave the hospital, making sure that they continue to receive the best care at home.
There are also urgent care pharmacies, that patients in the community may be referred to by an NHS service like 111. These pharmacies are equipped to provide out-of-hours care, as well as provide patients with their emergency prescriptions if needed. They can also advise patients on the best steps to take to get treatment in the cases of medical emergencies, by acting as a community triage point. This reduces the strain on hospitals and doctor’s surgeries, and also allows patients to get the best care that they can without needing to make a GP appointment.
If you would like to know more about your nearest urgent care pharmacy, please contact us here.
It happens to everyone.
You need to book an appointment with your GP, and then something comes up and you can no longer attend the consultation. In the UK, it is estimated that around 15 million GP appointments are missed every year in the NHS, which equates to a lot of money and a lot of wasted time for doctors.
So, if you want to learn more about how you can either reschedule or cancel a GP appointment, read on.
We all know that from time to time people forget things, and cancelling GP appointments is just one of them. However, this is no longer a case of just forgetting to do something, and it can have ramifications.
It is important to attend booked appointments with your NHS GP, to help manage your health and to keep track of long-standing health problems. So, when booking appointments, try to ensure that you allow for around 1 hour for the appointment window, as it is common for NHS GPs to run a bit behind schedule at times.
However, it may be the case that you cannot attend your appointment time, due to work or an emergency. So, please contact your GP to cancel an appointment as soon as you can. This will allow the GP surgery to offer the appointment to someone else. Of course, people forget things, cancelling GP appointments can be intimidating, but, please, remember that by cancelling, you allow the appointment to go to someone else.
You can cancel your appointment up to 30 minutes before the appointment time, which will help the GP staff to reallocate it. You can cancel your appointment by contacting your GP surgery directly via phone, or you can do so via the NHS App, which allows you to manage your appointments online. Please note that you have to be signed up for these services to manage and cancel appointments.
If you fail to attend an appointment, or the GP surgery is notified less than 30 minutes before the appointment time, this will be registered as a DNA or did not attend/failed to attend. Cancellations notified with less than 30 minutes warning will lead to an appointment slot not being used and a waste of GP resources. This can lead to your GP surgery potentially deciding to discontinue offering you appointments. So, be sure to keep your GP appointment please, and if you cannot attend, remember to cancel your appointment a minimum of 30 minutes beforehand.
It may be the case that you still need to see your NHS GP, and you want to reschedule your appointment. So, much as before, if you are signed up to the NHS App, you will be able to log on and reschedule your appointment by clicking the ‘reschedule appointment’ button, rather than the ‘cancel appointment’ button. Or, again, you can contact your GP surgery directly via phone. Just make sure you do so a minimum of 30 minutes before your scheduled appointment time.
If you need any help managing, rescheduling, or cancelling your NHS GP appointment, please contact us for more information.
Have you recently been prescribed a new medication by a GP, consultant, or nurse?
In the UK, there are an estimated 3.2 million new medications prescribed every day. As well as this, it is estimated that 1.8 million devices are prescribed per year to members of the public, to help manage health issues.
However, one of the most common issues that people have with new medications is the side effects. Yes, it is a requirement that all medications and devices come with booklets that look at side effects, but many people note that when they start medication, they experience side effects that are not listed.
So, with that in mind, what should you do if you note unusual side effects of medications to the NHS?
If you think you are experiencing an unusual reaction to medication, and are wondering how to report side effects of medication, you can report suspected side effects via the Yellow Card system.
Yellow Card reporting allows members of the public to report an adverse drug reaction via an app or on the Yellow Card website. You can search on both the app and the site for the medicine or medical device if you have experienced a side effect that was not listed in the pamphlet that came with the medicines and healthcare products.
Please note that you should contact your doctor or pharmacist if you have immediate concerns about the side effects, or if you are experiencing side effects from medicines or medical devices that you have been using or taking for a while, as this could point to a more serious issues, such as liver or kidney toxicity, or a potential overdosing of the medication.
Also, if you have read reports of side effects from vaccines or medical devices and you are concerned that you are experiencing them, or you are at a higher risk of experiencing them, please talk to your doctor or pharmacist. You can also contact us at the NHS directly to report these side effects on our website.
If you have been online or have been advised to call 0800 731 6789 to report a suspected adverse side effect from medication or medical devices, it is advised that you should also stop using the medication or device and seek additional medical advice from an NHS GP if you can. If this is not immediately available to you, you should contact 111 for triage about how to manage the medical condition that the medication or device was prescribed for. This will allow you to get help in the interim and will also ensure that the underlying issue is addressed and managed.
When it comes to prescription charge exemptions, age plays a significant role. If you are either under the age of 16 or over 60, you do not have to pay for a prescription. There are some instances where a medication side effect becomes a medical emergency. This is also the case with some vaccine side effects as well as side effects from medical devices. If you or a loved one experience difficulty breathing, swelling of the tongue or around the mouth, or develop sudden, intense chest pain that radiates down the left arm, seizures, or collapse, please call 999.
If you are between the ages of 16 and 18 and are in full-time education, such as college, you are able to receive an exemption from paying for prescriptions.
Specific medical conditions allow you to apply for a medical exemption certificate, so you won’t have to pay for any prescriptions. You can get your medical exemption certificate from your GP, and you and your GP must fill out the form.
There is such a thing as a maternity exemption certificate for expecting mothers and mothers who have had their child within the last 12 months. With this certificate, you can access free prescriptions. It also includes free dental care. You’ll need to seek out a form from your GP, midwife, or doctor to get a maternity exemption certificate.
If you have serviced in the armed forces and are under the age of 60, you can get a war pension exemption certificate, which allows you to get prescriptions without the charges.
If you have a low income, there is the NHS low income scheme, which covers medical costs, including prescriptions, eye care, and dentistry. To gain access to this scheme, you’ll need to have under £16,000 in savings (unless you live in a care home – in this case, your savings must be under £23,250). Depending on your income and overall circumstances, you may be entitled to fully free NHS prescriptions or partial coverage.
You do have to pay for prescriptions if any of the above does not apply to you. If you are a healthy adult who is not pregnant and has a higher-than-low income, you will likely need to pay for your prescriptions.
If you have any prescriptions about your NHS prescriptions or wish to set up online healthcare, feel free to contact us here at NHS GP Pathfinder Clinics. We are more than happy to assist you in any way.
The NHS in the UK makes most medical care free. That doesn’t include absolutely everything, though. While you don’t have to pay to book an appointment with your NHS GP, you still have to pay for things like dentistry, sight tests, and prescriptions.
The good news is that there are certain exemptions in some cases, particularly when it comes to paying for prescriptions. The question is, when do you have to start paying for prescriptions, and which circumstances make you exempt?
Right now, prescriptions are £9.65 per item. However, this charge typically increases every April, so you might find that it’s slightly more.
Certain prescription items are free no matter what. For example, medications prescribed to inpatients at a hospital come with no cost, as do contraception prescriptions.
Understanding when you have to pay for a prescription helps to know when you don’t. If you fall under any of the following categories, you are exempt from paying.
When it comes to prescription charge exemptions, age plays a significant role. If you are either under the age of 16 or over 60, you do not have to pay for a prescription.
If you are between the ages of 16 and 18 and are in full-time education, such as college, you are able to receive an exemption from paying for prescriptions.
Specific medical conditions allow you to apply for a medical exemption certificate, so you won’t have to pay for any prescriptions. You can get your medical exemption certificate from your GP, and you and your GP must fill out the form.
There is such a thing as a maternity exemption certificate for expecting mothers and mothers who have had their child within the last 12 months. With this certificate, you can access free prescriptions. It also includes free dental care. You’ll need to seek out a form from your GP, midwife, or doctor to get a maternity exemption certificate.
If you have serviced in the armed forces and are under the age of 60, you can get a war pension exemption certificate, which allows you to get prescriptions without the charges.
If you have a low income, there is the NHS low income scheme, which covers medical costs, including prescriptions, eye care, and dentistry. To gain access to this scheme, you’ll need to have under £16,000 in savings (unless you live in a care home – in this case, your savings must be under £23,250). Depending on your income and overall circumstances, you may be entitled to fully free NHS prescriptions or partial coverage.
You do have to pay for prescriptions if any of the above does not apply to you. If you are a healthy adult who is not pregnant and has a higher-than-low income, you will likely need to pay for your prescriptions.
If you have any prescriptions about your NHS prescriptions or wish to set up online healthcare, feel free to contact us here at NHS GP Pathfinder Clinics. We are more than happy to assist you in any way.
Do you want to view your medical records? You might wish to do so for any number of reasons. That doesn’t truly matter, though – you have the legal right to access your medical record and information at any time, and you don’t need to present a reason for this.
Seeing your medical records means you feel more in control of yourself and your overall health. You can look back and see every ailment you have had and any prescriptions you may have taken over the years. You’ll also be able to see which vaccinations you have been given.
If you’re experiencing a medical issue, looking at your medical history may help you understand it better. Or, you may be completely healthy but would like to see your health record simply because you’re curious and want to know as much about your health as possible. All are valid reasons.
Your medical record will show things like prescriptions given, vaccinations, allergies, test results, GP notes, conditions, and hospital letters.
There are several ways to access your medical records: through the NHS app, online, or by requesting your medical records in writing. Generally, accessing them through the NHS app is the easiest way to get a copy of your health record, but you can still use the other methods.
To access your medical record through the NHS app, download the free NHS app and connect it to your GP surgery. Once you do this, you’ll be able to easily find your record on the app, which will show you things like test results and hospital letters.
You can also find your health record by logging into the NHS website online if you are over 16. You’ll need an account to do this and to prove your identity. If you’re unsure about setting this up or don’t know your login details, speak to your GP.
To request your health record in writing, you’ll need to write a formal letter or email to your GP with the request. This may be useful if you’re not used to online technology, don’t have internet access, or simply prefer hard records. Your NHS GP should respond to your request promptly, but they may ask more questions, such as exactly what information you’re looking for.
There may be some instances in which you need to access the health records of a family member in order to make health care decisions. For example, parents or guardians may need access to their child’s health record, or an adult may wish to access their elderly parent’s health information to help find them care. In some cases, a medical power of attorney may need to access them for their client.
Accessing your health records shouldn’t be difficult – you have the legal right to access them at any time. If you’re struggling with gaining access to your records or want to sign up for online services, contact us today. We are happy to make the process as easy as possible for you.
When you are in the UK, if you have more than one medication on a repeat prescription, then you could be spending a fortune unnecessarily every time you need to get your medications refilled.
For people who need to save money on medication costs via the NHS, you can apply for a prescription prepayment certificate, which will set the monthly costs you need to pay. Great!
So, how do you apply for one? Read on to find out!
The answer to ‘how to apply for a prescription prepayment certificate?’ is simpler than you may think.
You can buy a PPC online or via the NHS website, or you can apply for one in person at a set pharmacy. This means that anytime you see an NHS GP and they prescribe you a medication or set of medications, you won’t pay the prescription charges per item.
It may only be suitable to apply for an NHS PPC if you are on long-term medications, thereby saving you money long-term on your repeat prescriptions. If you have multiple prescriptions for the treatment of a short-term illness, such as bronchitis, then you may not save money paying for a PPC monthly.
As the NHS is eager to reduce paper usage, it is possible when you buy an NHS prepayment certificate to have the certificate sent to your email address. This will ensure that you have the certificate on-hand and will (hopefully) prevent your from losing it!
When you apply for a prepaid prescription certificate via the NHS website or via a pharmacy, it is usually valid for 12 months from the date it is started. You can either pay for it monthly or in a lump sum when you apply for it. If you incorrectly use your NHS PPC after it has become invalid, you may be liable to pay a fine. This is usually four times the amount of the payment made for the PPC. For instance, if you pay £11.18 for a PPC each month, you may need to pay up to £45 as a penalty if you incorrectly use the certificate. So, make sure you renew prepayment certificates every 12 months!
You may be wondering what the difference is between a PPC and a medical exemption certificate.
With a PPC, you need to pay a set monthly fee, or pay a lump sum. With a medical exemption certificate, you are entitled to free NHS prescriptions, as well as help with other medical costs. It should be noted that a medical exemption certificate does not cover dental costs.
In order to apply for a medical exemption certificate, your doctor or other health professional will need to fill out a FP92a application form. Alternatively, you can contact your GP and ask for a Medical Exemption (EC92A) form but, your GP will need to verify that you have a medical condition which is eligible for medical exemption. Some of these conditions include Addison’s disease and illnesses that require an individual to have a permanent fistula, which needs to be dressed regularly.
If you aren’t sure which certificate is right for you, contact us here for more information.
Many women in the UK who have reached menopause age may be prescribed hormone replacement therapies or HRT. This is often to prevent the health issues that can occur in women of a certain age, such as hot flashes, sleep disturbances, and forgetfulness.
In the UK, the NHS offers a prepayment certificate to women who are taking HRT, and here, you will be walked through how to apply for such a certificate, how to renew it, and which medications it is suited for.
Is there any difference between how to apply for an HRT prepayment certificate and a standard pre-payment certificate?
In order to get an NHS HRT prepayment certificate, you need to have been prescribed hormone replacement therapy by an NHS GP. Ideally, this HRT prescription will be needed at least three times in 12 months, so, opting to apply for HRT PPC will help you save on prescriptions costs.
You can apply for a hormone replacement prescription online, via the NHS app, or in-person at selected pharmacies. A hormone replacement therapy prepayment certificate covers an unlimited number of certain HRT medications for 12 months, irrespective of how many times they are needed or why they are required.
You may be wondering about the cost benefits of applying for an HRT certificate. After all, how much is it to pay for HRT alone, and how much is a prescription for HRT medication?
It is no higher than standard medications. When it comes to NHS prescription costs, the stand-alone fee for one medication is £9.65, as it would be if you were prescribed a single HRT medication per month. However, if you opt to purchase a HRT prepayment certificate, you will pay a one-off payment of £19.30. That covers an entire year of HRT medication, leading to significant savings.
So, start your HRT PPC application today! If you have any issues with the application form, contact us here for assistance or more information.
At the time of writing, an HRT PPC covers over 40 different HRT medications, which can be prescribed in gel, pessary, patches, and tablet form.
Some of the medications that the HRT PPC covers include Estradiol, Estriol, Elleste Duet, Estring, and Evorel. If you aren’t sure if a HRT PPC certificate covers the medication your doctor has prescribed, then please enquire with your doctor, nurse, or pharmacist.
You will need to ensure that you update your HRT PPC every 12 months, or you may be claiming with the certificate without it being valid. This may lead to a fine.
If your situation changes in relation to your need for HRT medication, you cannot get a refund for the money spent on the HRT PPC. You will also need to make sure that your address and the name on the HRT PPC are valid and up to date, or you may also face a fine.
Some people don’t like their medical records being shared. They contain personal details including information about their physical or mental health, and they may like the thought of this being accessed by other people. If this describes you, then you might be wondering if your GP records are accessible to other healthcare professionals.
If you are concerned that hospitals and other healthcare professionals can access your GP medical record, there’s no need to worry. These health records are not available for others to view.
Of course, medical professionals may need to know key information pertaining to your health. This is available to them through a “summary care record”. This care record, produced by your GP practice automatically from the start of your first visit, gives a brief overview of key health details. This can assist a hospital with administering the right care and medicine if you’re admitted.
You might be curious about what your GP record includes. This record covers details such as your test results, vaccines, and medicines. Furthermore, it will cover communications from your GP between other services. This can include hospital discharge summaries and referral letters.
If you would like to take a look at your GP records, it is possible to view a summary of this online through the official NHS app. This NHS digital approach is the easiest way to gain access, although there are other methods available.
One is to ask your GP directly. This can be done in person, over the phone, or via a video consultation if you are with NHS GP. You will need to request information about which your GP uses an online service provider. Note that this information could be available on the website of your GP surgery. Then it’s a case of telling them you would like to sign up for their online services, completing the registration, and gaining access to your details.
You can also, in writing, formally request these medical records. This might be your option if you don’t want to use online services and want physical copies of your records.
Regardless of which option you choose, General Data Protection Regulation ensures you don’t have to pay a penny to access your medical records.
What if you’re not accessing your own GP records, but those recorded for someone who has died? NHS England passes the records for the deceased to Primary Care Support England (PCSE).
If you are allowed to access these files – say you are the deceased’s executor of their estate – you will have to first get in touch with the deceased’s last registered GP. They will be able to help with gaining approved requests from the PCSE for records of the deceased.
If you would like any further information about GP records, who has access to them, and more, feel free to contact us.
Cervical screening, often known as a smear test or cervical screening test, is an essential part of any woman’s healthcare, and it’s an important measure that can help protect women and prevent cervical cancer. In the UK, women are recommended to undergo regular PAP testing at age 25 and older as part of their routine healthcare regime of regular testing and GP appointments.
The procedure involves the use of a smooth tube-shaped tool, a speculum, which, although it might look unpleasant and even frightening, is designed especially to be as painless as possible. By following the instructions your GP or nurse gives you, the cervical screening, a small procedure, will be over in a matter of seconds for most people.
In order for the test to be carried out, you’ll need to lie down on an exam table with your legs bent, feet together. Put the soles of your feet together and let your knees fall to each side, and your doctor or nurse will be able to perform the test more easily.
Once you’re in position, the healthcare professional will put the speculum into your vagina using a small amount of lubricant – this is done to carefully push the vaginal walls to the side so that the doctor or nurse can get to the cervix, which is what they need to take cells from. When they gently put a smooth tube inside, it makes access much easier.
The cervical screening (smear test) is designed so that cells can be taken from the cervix and sent off for testing to determine whether or not there are abnormalities in the cells (which might indicate cervical cancer).
Once the speculum is in place, a soft brush or spatula is used to gently put a sample of cells from your cervix into a sample collection tube; this is a crucial step because the cells will be sent off to a lab for testing to see if there are any signs of cervical cancer or the human papillomavirus (HPV) which can lead to cervical cancer.
Finding out if you have any abnormal cells isn’t something to put off or ignore – knowing is far better than not knowing, even if it’s a frightening prospect because treatment can be started if something is found, making it much more likely that you’ll have a positive outcome.
As mentioned above, high-risk HPV strains are known to be a major cause of cervical cancer, which is why regular screenings are so vital for women, especially any who might be at high risk of developing the condition because of their age, sexual activity, or family history.
Once your expert NHS GP has taken the small sample of cells they need for the PAP test, the speculum is gently removed, and the doctor will leave you to get dressed.
The collected sample from the cervical screening, a smear, will be labelled and then sent off to a lab for cervical screening a small sample, where experts can see if the cells have any signs of infection or any abnormalities.
If you feel you want to have cervical cancer screening tests for your peace of mind or because you’re concerned about your health, please don’t hesitate to contact us to book your appointment. Our experts are on hand to ensure your health is taken seriously.
