Useful information for patients and service users.
To maximise our focus on you during your appointment, and to assist with record keeping, our clinicians will shortly start using Heidi Health scribe software.
What does this mean?
During the appointment, Heidi software listens to the conversation and transcribes it in real time. Heidi then uses the resulting transcript to generate draft clinical notes, which the clinician reviews and edits, before adding the notes to your medical record.
Think of Heidi Health like voice-to-text software, with the added benefit of summarising this and converting into note form.
What about my privacy?
The company that owns and runs Heidi Health will not have access to your NHS medical records. The audio from the consultation is processed in real time and is not retained by Heidi after transcription. Heidi Health does not share patient data with third parties without explicit consent, except where legally required (e.g., court order). All of your data will be encrypted and stored securely in the UK, in compliance with NHS data governance policies and GDPR. Your data is not used to train AI.
You are welcome to ask for a copy of any notes from the appointment at reception or can view this on the NHS App.
We believe that Heidi Health will add value to your appointment. If, however, you would rather not have this transcription tool active during your appointment, please mention this to your clinician at the start of your appointment; this will not affect your care.
You can read our privacy policy here Heidi Health privacy policy
We are committed to providing a safe, comfortable environment where patients and staff can be confident that best practice is being followed, and that the safety of everyone is a high priority.
You are entitled to have a formal chaperone join you for any consultation, examination or procedure. This will be a trained member of our staff.
Please let us know when you request an appointment if you would like a chaperone to join you for your appointment. We will make a member of the team to be available.
Your healthcare professional may also require a chaperone to be present for certain consultations in accordance with our chaperone policy.
You are also welcome to have a family member or friend accompany you for your appointment if you wish however this is not a formal chaperone.
Patients sometimes attend the GP practice or request GP appointments because they have a dental problem (which may include toothache, dental abscess, gum problems or problems following dental procedures).
GPs are not trained in diagnosing or treating dental conditions and are not indemnified to do so.
GPs cannot provide antibiotics for dental issues as it is important to have a full assessment by a dentist. Antibiotics alone may not treat the issue and other dental treatment may be required. Inappropriate use of antibiotics can also potentially mask the dental condition and make it harder for your dentist for diagnose, leading to a delay in definitive management. Dentists can prescribe antibiotics if they decide that is the correct course of treatment following a thorough dental assessment. Any prescription for treatment needs to come from your dentist.
We would advise you to register with a local dentist for regular check-ups, and for routine and emergency care.
If you are not registered with a dentist or have a dental emergency – please call 111 who can book you for emergency dental assessment and care.
We operate a zero-tolerance policy for abusive or coercive behaviour. We aim to be helpful and polite to all our patients regardless of age, ethnicity, disability, gender or sexual orientation. We define unacceptable behaviour as:
- Inappropriate or unwanted behaviour
- Bullying or harassment
- Verbal, physical or emotional abuse
- Discrimination based on race, gender, age, sexual orientation.
The above applies to activity on any Nexus premises, on the telephone, and online (posts/comments/uploads online or on social media).
Threats of harm
We take all concerns about suicide seriously and encourage anyone in crisis to seek urgent support. However, using threats of self-harm or suicide to influence clinical decision-making is not acceptable. We will signpost individuals to appropriate crisis services when needed.
Removal
Discriminatory, unsocial, threatening, violent or abusive behaviour towards staff, other patients or the premises will not be tolerated. We consider Nexus Health Group will take action in these circumstances, which may involve the Police and result in the removal of the patient from our practice list.
In England, please refer to NHS Constitution your rights and responsibilities for further information.
We are proud to be a safe surgery for everyone in our community, and pledge to ensure that everyone in our community receives the quality healthcare they are entitled to.
Find out more here
