Abstract
This alphabetical index is a list of headings and subheadings intended to guide the user to the appropriate Section of the book, where the contents page details the Section contents in page number order. Section page numbers followed by f, t, and b indicate figures, tables, and boxes respectively.
Absenteeism 7:24
Academy of Medical Royal Colleges (AoMRC) 5:20
ACAS Statutory Code 4:52
Accessibility
building for blind people 8:41
capacity and storage 12:7
Access to GP 8:3–4
Access to practice premises for disabled people
actions for disabled person 11:12–13
building regulations and 11:13
definition of disability 11:11–12
Equality Act 2010 11:11, 11:12
Accidents 4:12
Accommodation 11:7–9
consulting rooms 11:7
disposal of waste 11:9
hot-desking 11:10
IT and telephones 11:8
meeting rooms/coffee rooms/libraries 11:8
other 11:9
parking 11:9
practice manager and administration area 11:8
prams and buggies 11:9
reception area 11:8
room sharing 11:9–10
storage 11:9
telephone/receptionist administration area 11:8
toilet facilities 11:8
waiting area 11:7–8
Acquisition, land and building 11:15
Action plans 7:11–13
Acute foundation trusts 9:7–8
Additional services 3:25
Address books 12:28
Administration 7:3–4
Adopted children, medical records of 8:52
Adoption rights 4:41
Advanced access 8:6
Advance decisions (advance directives/living wills) 8:63
Advance directives/living wills 8:63
Advanced vocational certificate of education (AVCE) 5:52
Adverse reactions 12:32
Advices 8:15
Aesthetic needs 7:15
Age–sex adjustments 3:21–22
Air-conditioning 11:24
Air travel 11:44
Allied health professionals (AHPs) 2:34–35 see also Delegation and referral to other health professionals
Alterations 11:26
Alternative medicine 2:36–38 see also Complementary/alternative medicine
Alternative Provider of Medical Services (APMS) 2:4, 11:5
GP contracts 9:7
Alternative treatment 3:18
Annual accounts 2:46
Annual appraisals 2:14
Anticipation 2:6–7
Antimalarials 10:22–23
Any qualified provider (AQP) policy 9:9
APMS 3:55
Application Registration Card (ARC) 3:11
Applied knowledge test (AKT) 5:37
Appointment
making 8:38
recommended procedure for 5:29–30b
Appraisal systems 5:4–6, 5:17–18
and development 7:20
payment for 2:63–64
for primary healthcare team 2:61
Approval 7:33
Arbitration 2:7
Armed forces personnel 3:9
Asbestos, at work 4:11–12
Assigned patients (allocated patients) 3:7–8
Association of Medical Secretaries, Practice Managers, Administrators and Receptionists (AMSPAR) 2:53
Asthma (AST) 3:41
Asylum seekers and refugees 8:29–32
financial issues for practices 8:31
health issues 8:31
problem areas 8:31
refugee doctors 8:32
registration issues 8:30
rights to medical care 8:30–31
Athlete’s foot 8:23
Atrial fibrillation (AF) 3:38
Attitudes 7:14, 8:36
training 5:49
Audit
clinical audit 6:13–14
criterion-based audit–the audit cycle 6:14–15
financial audit 6:13
non-clinical audit 6:13
organisational audit 6:13
significant event audit 6:15
Audit cycle 5:12, 5:12f
Automatic exemption 10:36
Availability, of doctors 3:16
Away days 7:10
Backbiting 7:24
Back pain 8:22
Bank
and accountant 2:46
holidays 2:13–14
reconciliations 3:57–58, 3:58t
Banking, commerce and procurement 11:45
Bargaining 7:43
Basic Framework for Medical Partnership Agreements (BMA) 2:4
Batch issue forms 10:16, 10:17f
Belbin, Meredith 7:17
Blair, Tony 9:30
Blood and bodily fluids, managing 6:33
Blood pressure (BP) 3:44
Blue practice 6:8–9
Body and organ donation 8:63–64
Bonus
schemes 7:21
for staff 3:67
Bookkeeping 3:57
Breakdown partnership
anticipation 2:6–7
managing dissolution 2:7
practice manager’s role 2:7
reducing risk of breakdown 2:6–7
Breakthrough value creation 9:11
British Medical Association (BMA) 1:3, 3:10, 3:16, 3:27, 3:64, 4:25
British Medical Journal (BMJ) 4:31
British National Formulary (BNF) 12:27
British patients 3:9
Budget setting, and cashflow forecast 3:60–63
Building
and appliances 11:43
team 7:19–21
Building and resources 11:1–43
access to practice premises for disabled people 11:11–13
accommodation 11:7–9
building new surgery 11:13–22
climate change 11:38–49
financing of practice premises 11:3–6
fire safety precautions 11:28–31
practice security 11:31–38
property maintenance 11:22–28
smokefree practices 11:10–11
Building new surgery
briefing your architect 11:14
completion 11:20–21
defining existing problems 11:13
detail design
involving patients 11:18
involving staff 11:17–18
feasibility 11:14–15
finding your architect 11:14
land and building acquisition 11:15
moving premises in advance 11:21
moving day 11:21–22
re-establishing normal service 11:22
when things are settling down 11:22
operations on site 11:20
outline proposals 11:16
planning application 11:16–17
production information 11:18–19
project planning 11:19
scheme design 11:16
speaking to PCO 11:14
tender action 11:19
Bullying and harassment 2:56–58
managing 2:57–58
Bundles 4:56
Business plan 7:8
formulating 7:9–11
Buttercups 10:38
Calculating quality reporting service (CQRS) 12:6
and general practice extraction service (GPES) 3:56
Caldicott, Dame Fiona 12:14
Caldicott principles 6:26
Caldicott Review 2016 12:14–15
Cancer (CAN) 3:42
Capital assets 2:4
Carbon 11:40
Carbon dioxide 11:39
Carbon emissions 11:40
Carbon footprint 11:40
Carbon neutrality 11:40
Carbon offsetting 11:40
Carbon reduction and patient care 11:42
Cardiovascular disease–primary prevention (CVD-PP) 3:44
Care, new models of 9:28–29
“Care data” 12:25
Care pathways 2:39
“Care planning” 12:25
Care Quality Commission (CQC) 4:6, 4:21, 6:2, 6:34–36, 8:24, 9:32–34, 12:5
registration 2:9–10
Carr-Hill allocation formula
additional needs 3:22
age–sex adjustments 3:21–22
list turnover 3:22
nursing and residential homes 3:22
staff market forces factor (MFF) 3:22
Cashbook 3:57, 3:58t
Cash flow/budgets 2:46
Cataracts and skin cancers 11:40b
CCGs 3:50
Central alerting system (CAS) 6:20
Certain medical conditions (MedEx) 10:37
Certificate of Completion of Training (CCT) 2:15, 5:22, 5:39
Cervical screening (CS) 3:25, 3:45
Change
announcing proposed 7:24–25
cost-effectiveness 7:26
dealing with imposed change and uncertainty 7:26–27
implementation of 7:25–26
process of 7:23
reasons for 7:23
recognising need for 7:23–24
Chaperones 8:67–68
Child abuse 8:46, 8:47
classification of 8:49
managing 8:50f
Child death 8:47
review 8:52
Child health surveillance 3:26
Childhood
immunisations 3:29, 3:30t
influenza and vaccination programme 3:30
Child protection 8:46–51
Children Act 1989 8:43, 8:50, 8:66
Children and young people 12:16
child death review 8:52
child protection 8:46–51
competency and capacity to consent 8:44
confidentiality and young people 8:45–46
medical records of adopted children 8:52
parental responsibility 8:43
registration 8:42–43
Chiropractors 2:35
“Choose and Book” method 12:9
Christians Against Poverty 8:35
Chronic kidney disease (CKD) 3:42
Chronic obstructive pulmonary disease (COPD) 3:41
Circumcision, of female children 8:51
Citizens Advice Bureau 8:35
Claims/targets/quality payments 2:46
Clean clinical environment 6:33
Climate change 11:38–49, 11:39
case study 11:47–49
definitions 11:39–41
general practice about 11:38
matter for GPs 11:38–39
national organisations concerned with climate and health 11:46–47
other sources of information 11:47
position in general practice 11:34
how to go about it 11:41–46
air travel 11:44
banking, commerce and procurement 11:45
buildings and appliances 11:43
carbon reduction and patient care 11:42
commissioning and contracting 11:46
drugs and prescribing 11:45
education and information 11:46
food and diet 11:44
fuel economy 11:42
further involvement 11:46
paper economy 11:43
promoting exercise 11:45
recycling and reusing 11:43
transport 11:43–44
water economy 11:43
UK government, the NHS and climate change 11:38
Climbié, Victoria 8:47
Clinical audit 2:40, 6:13–14
Clinical care 6:25
Clinical commissioning, in England 9:16–28
achieving authorisation 9:21
additional support services 9:27–28
clinical commissioning groups (CCGs) 9:19–20
commissioning strategy plan (CSP) 9:21–22
commissioning support units (CSUs) 9:26–27
conflict of interest (COI) 9:22–23
core support services 9:27
Health and Social Care Act 2012 9:16–18
health and wellbeing board 9:24
Joint Strategic Needs Assessment (JSNA) 9:23–24
local authorities 9:23
NHS England (NHSE) 9:18–19
patient and public involvement 9:25–26
Clinical commissioning group (CCG) 6:11, 8:6, 8:18, 9:17, 9:19–20, 12:6, 12:30
Clinical effectiveness (CE)/evidence- based practice (EBP) 2:40
Clinical governance
audit 6:13–15
central alerting system 6:20
clinical guidelines, protocols and integrated care pathways 6:18–20
defined 6:2
infection control audit 6:33–39
practice manager and GP 6:3–4
practice team and 6:4–6
quality outcomes in general practice 6:6–12
risk management 6:20–28
seven stages of significant event analysis 6:16–18
Clinical guidelines, protocols and integrated care pathways 6:18–20
grading and classification of evidence 6:19–20, 6:20t
Clinical Management Plan (CMP) 10:6
Clinical services 2:39
Clinical skills assessment (CSA) 5:37
Clinical waste, safe handling and disposal 6:32
Clinics/health promotion 2:44
Cliques, formation of 7:24
Closed circuit television (CCTV) 11:33
Closed list 3:5
Co-commissioning, primary care 9:29
Coercion 7:43
Cognitive needs 7:15
Cold chain, standard operating procedure 6:28–30
Collective decisions 7:17
Commissioning and contracting 11:46
Commissioning strategy plan (CSP) 9:21–22
Commissioning Support Units (CSUs) 9:26–27, 12:30
Commissioning, theory of
acute foundation trusts 9:7–8
breakthrough value creation 9:11
community foundation trusts 9:7
contingent renewal 9:10
describing 9:3–6
private sector/business 9:7
procurement 9:8–11
providers 9:6
services contracts 9:12–14
social enterprises/community interest companies 9:8
supplier relationship management 9:10–11
third sector 9:8
Committee of GP Education Deaneries (COGPED) 2:22
Communication 6:6, 7:19–20
and message-taking 6:27
SMS with patients 8:16–17
Community foundation trusts 9:7
Community interest companies 9:8
Community liaison 2:44
Community nursing 2:45
Community services, and patient 2:44–45
Compensation, claims for 8:69
Competency framework, for practice management 2:39–41
Complaints 2:44
analysis of 5:14
Complaints, comments and compliments 8:68–76
disciplinary matters, the PCC 8:74–75
GMC and the law 8:75
local resolution of complaints 8:76
locums and doctors in training 8:72
possible claims for compensation 8:69
practice-based complaints procedure 8:72–74
practice manages 8:70–71
procedure in general practice 8:72
record keeping 8:74
reducing the risk of complaints 8:69–70
role of PALS (patient advice and liaison service) 8:75
time limits for making a complaint 8:69
what most complainants want 8:69
Complementary/alternative medicine 2:36–38
issues for practices 2:37–38
Completer/finisher 7:17
Completion 11:20–21
Complexity, inability to deal with 7:32
Compromise 7:42–43
Computerising your practice, non-clinical system 12:26–29
Computerisation, consequences of 12:29
Computer records 12:6–9
Concordance 10:11
Confidentiality 2:42, 6:25, 12:14–20
checking up on confidentiality 8:65
and collection of prescriptions 10:25
disclosure of confidential information in special situations 8:66
Driver & Vehicle Licensing Agency (DVLA) 8:66–67
letter sharing 8:58
Police 8:66
practice confidentiality policy 8:65
protecting confidential information 8:67
social services 8:66
and young people 8:45–46
Conflict of interest (COI) 9:22–23
Consent 8:60–61
and children 8:61
competency and capacity to 8:44
letter sharing 8:58
post-payment verification (PPV)–confidentiality and consent 8:61
Consultation
entries 12:7
for hearing-impaired people 8:40
obligations 3:15–16
Consulting rooms 11:7
Consumer Protection Act (1987) 10:40–41, 12:32
Contact dermatitis, bites and stings 8:23
Contingent renewal 9:10
Continued professional development (CPD) 2:14, 2:63, 5:16, 5:20–21
requirements 2:44
Continuing professional development (CPD) 5:20, 5:47–48, 6:4
Contraception (CON) 3:45
Contraceptive care, patients receiving 3:7
Contraceptive services 3:11, 3:26
Contract maintenance 11:25–26
Contractor 11:27
Contracts of employment 4:24–26, 7:20
Contraindications, for standards 4:18
Contributions 4:28
Controlled drugs (CDs) 10:19–22, 11:37
Misuse of Drugs Act 10:40
regulations for practices keeping 10:20–22
Controlled waste 10:31–32
Control of Asbestos Regulations 2006 4:11
Control of substances hazardous to health (COSHH) 4:10–11
Controls 7:31
Cooperation 7:24
Coordinating interaction 7:16
Co-ordinator 7:17
Copying letters to patients see Letter sharing
Core hours 3:25
Coronary heart disease (CHD), secondary prevention of 3:38
Corporate manslaughter/culpable homicide 4:14–15
Correspondence 12:27–28
Cost-effectiveness 7:26
Costs and administrative time, letter sharing 8:58
Costs and benefits, of implementing new enhanced services 3:36
Cough 8:22
Council for the Education and Training of Health Visitors (CETHV) 2:24, 5:43
Counsellors 2:35–36 see also Delegation and referral to other health professionals
Counterfeit drugs, and parallel imports 10:35
Cranberry Practice Environmental Policy 11:47–48
Creativity, lack of 7:32
Crime Prevention Officer 11:31
Criminal records bureau (CRB) 5:30 see also Disclosure Barring Service (DBS)
Crisis management 2:50
Criterion-based audit 5:12–13, 6:14–15
Critical event monitoring 5:13
Dangerous occurrences 4:12
Data interpretation/manipulation 2:50
Data management 2:50
Data processing 12:16
Data Protection Act 1998 8:46, 12:16, 12:17, 12:18, 12:19, 12:21
Data security 2:50
Death injury 4:11
Debt, patients with debt problems
agency contacts 8:35
counselling 8:35
Deceased 12:16
Decommissioning 9:5–6
Decontamination 6:33
Defective medicines 12:32
Deficiency register 2:47
Delegation 7:21–23
Delegation and referral to other health professionals
allied health professions 2:34–35
counselors 2:35–36
homeopaths 2:36
Demand management 8:4–5
Dementia 3:41
Department of Health (DoH) 2:34
Depression 3:42
Designated medical practitioner 5:46
Desirable attributes, for standards 4:18
Desktop publishing 12:28
Destructive criticism 7:24
Detail design 11:17–18
Developmental plan 2:39, 7:8
Developmental Sequence in Small Groups (article) 7:17
Diabetes mellitus 3:40
Diaries 12:27
Diarrhoea and vomiting 8:22
Diarrhoeal diseases 11:40b
Difficult patients or difficult practice 8:24
Difficult situations 12:16–20
Digital communicator 11:32–33
Digitally enabled working 7:6
Digital recording, of telephone conversations 12:4
Directed enhanced services (DES) 3:16, 3:28–29
England only 3:34
Directory of Services (DoS) 8:17
Disability Discrimination Act 8:39
Disabled patients 8:39–42, 11:12–13
blind patients 8:41
deaf patients 8:40–41
staff as patients 8:42
see also Access to practice premises for disabled people
Disaster planning 2:43
Disciplinary and grievance procedures 2:48, 7:21
dismissal 4:55
employment tribunals 4:55–59
handling a potential disciplinary issue 4:52–54
handling grievances 4:54–55
references 4:59
Disciplinary matters 8:74–75 see also Complaints, comments and compliments
Disclosure Barring Service (DBS) 4:21, 4:33
check certificate 2:15
Discrepancy model 6:7
Discrimination, disabled persons 4:42–43
Disinterest 7:24
Dismissal, staff 4:55
Dispensary
becoming/staying 10:42
common problems in 10:35–37
dispensing dentist’s prescription 10:37
exemption from prescription charges 10:35–37
guidelines 10:38–42
held cards 10:32
medication from 10:25
patients buying OTCs from dispensary 10:37
preparations for more than one prescription charge 10:37
returning of unused drugs 10:37
running 10:26
scripts returned from NHS Business Services Authority (NHSBSA) 10:37
Dispensing practices 11:37
Dispensing Quality Payment Scheme 10:34
Dispensing record 10:39
Dispensing repeat prescriptions 10:40
Disposal of drugs
disposal of controlled drugs 10:31–32
duty of care 10:31
GP procedure 10:31
law governing 10:31
Disposal of waste 11:9
Distributive negotiation 7:39
District Health Authorities (DHAs) 9:2
District nurses 2:25
Doctors 2:2–11
ability to detect illness 6:12
bags 10:25
F2s 5:26–27
GP federations 2:8–9
owned premises 11:4–5
partnerships 2:5–7
performers list 2:3–4
retirement and succession planning 2:9
sale of goodwill in primary care 2:7–8
sick and poor performance of 2:10–11
single-handed GPs 2:9–10
sources of help 2:11
Doctors and Dentists Review Body (DDRB) 2:13
Doctors’ and nurses’ stocks of medication
doctors’ bags 10:25
treatment room stocks 10:24
Documentation and record keeping 8:21
Donation, organ and body 8:63–64
donating a body to medical science 8:65
living donors 8:64
transplants overseas 8:64
Do not attend (DNAs) 8:9–10
Draft policy, for whistleblowing 2:59–61
Drawings 2:46
Dress code 7:14
Driver & Vehicle Licensing Agency (DVLA) 8:66–67
Drug reactions, adverse
Consumer Protection Act (1987) 12:32
defective medicines 12:32
suspected reactions 12:32
Drugs
control 10:19–22
disposal 10:24
purchasing 10:28–29
reps 10:25
users 8:34–35
and vaccine storage 10:41
Drugs and prescribing 11:45
information about medication 10:4
prescription and over-the-counter medications 10:4
what is a medicine 10:2–4
Drugs and Therapeutics Bulletin 10:4
Duplicated/obsolete data, removing 12:5
E-administration, and e-ordering of repeat prescriptions 8:13
Early conciliation 4:56
Ecological factors, in practice 7:6
Economic factors, in practice 7:6
E-consulting 8:14–15, 12:26 see also Telephone, Internet and access
Education 2:14
appraisal 5:4–6, 5:17–18
GP continuing education 5:16–25
identifying learning needs 5:8–16
induction 5:2
and information 11:46
learning styles 5:7–8
organisational objectives 5:2–3
personal development plans 5:7
principles of self-directed and adult learning 5:6
and training 7:6
Education, for non-clinical practice staff 5:48–50
assessment of individual training needs 5:48
general training programmes 5:48–49
on-job or off-job training 5:49–50
training principles 5:49
training within the practice 5:50
Educational requirements for health care assistants and nurses in primary care 5:41–48
becoming a trained nurse 5:42
continuing professional development 5:47–48
nurse prescribing 5:45–46
nursing assistants/auxiliary nurses/clinical support workers 5:41–42
recordable qualifications 5:43
registration of nurses working in the community 5:42–43
specialist practitioners 5:43–48
EEA doctors 2:22–23
Effective meetings
after 7:28–29
before 7:27–28
during 7:28
staff meeting 7:29–30
Effective Shared Care Agreement (ESCA) 10:3
E-health
e-administration and e-ordering of repeat prescriptions 8:13
practice set-up 8:12
security and confidentiality 8:12–13
time 8:12
Electrical equipment 11:24
Electronically GPR (eGPR) 3:64
Electronic banking 12:28
Electronic prescription service (EPS) 12:8, 12:24–25
Electronic records 11:37–38
Electronic secondary care appointment booking 12:24
Email, used in surgery 12:26
Emergency maintenance 11:26
Emergency or immediately necessary treatment 3:11
Emotion 7:43
Emotional support 7:16
Empathy 6:6
Employed GPs
features of model contract 2:13–14
salary levels 2:13
see also Doctors
Employees, paid study leave for young 4:40
Employers’ liability insurance 4:7
Employing and managing 4:1–59
contributions 4:28
corporate manslaughter/culpable homicide 4:14–15
disciplinary and grievance procedures 4:52–59
fire safety 4:14
good employer 4:37–44
health and safety (display screen equipment) regulations 1992 4:13–14
inducting staff 4:28–30
jury service 4:43
when member of staff leaves 4:43–52
nurse revalidation 4:37
placement and induction, and terms and conditions of employment 4:24–26
preparing for new members of staff 4:7–11
recruitment and selection 4:15–24
remuneration and benefits 4:26–29
reporting of injuries, diseases and dangerous occurrences regulations 2003 (RIDDOR) 4:12
role of GP within management structure 4:3–7
special considerations for recruitingnew partner 4:29–36nursing staff 4:36–37
Employment practice 2:48
Employment rights act 1996 4:45
Employment tribunals 4:55–59
awards/costs 4:57
consequences of not defending a claim 4:57–58
dealing with the press 4:57
employee tribunal claim 4:56
legal representation 4:56
minimising the risk 4:58
personal stress 4:58
qualification 4:56
tribunal hearing 4:56, 4:57
End-of-day procedure 10:42
End-of-month procedure 10:42
Endorsing prescriptions 10:40
England
clinical directed enhanced services for 3:34
Directed enhanced services (DES) 3:34
English capability assessment 2:23
Enhanced services 3:28–29
costs and benefits of implementing new 3:36
directed enhanced services 3:28–29
local enhanced services 3:35
national enhanced services 3:34–35
Enquiry and assessment of risk, child abuse 8:50
Environmental Protection Act 1990 10:30
ePACT data 10:29
Epilepsy (EP) 3:43
Equality act (2010) 4:42, 4:50, 11:11, 11:12
Equality and Human Rights Commission 2:7
Equipment 2:49, 7:26, 11:25
Escape routes 11:29
Essential, additional and enhanced services under the nGMS contract
additional services 3:25
childhood immunisations 3:29
childhood influenza and vaccination programme 3:30
directed enhanced services 3:28–29
enhanced services 3:28–29
essential services 3:24–25
extended hours access scheme 3:32
financial implications 3:36–37
getting the facts 3:36
learning disabilities health check scheme 3:33–34
local enhanced services 3:35
national enhanced services 3:34–35
payment 3:29
Shingles vaccination programme 3:34–36
workload implications 3:37
Essential attributes, for standards 4:18
Esteem needs 7:15
Ethics 2:42
European health insurance card (EHIC) 3:9–10
Evacuation 11:29
Event auditing 5:14t
Events, identifying 7:36
Exams 8:39
Exception reporting 3:48
Excessive destructive criticism 7:24
Exit interview 4:44
Extended opening hours 3:16, 3:32, 11:35
External forces 7:23
F2 doctors 5:25–27
placements in general practice 5:26
practicalities of F2 attachments 5:26
things to think about when planning for 5:26–27
Fabric items 11:23
Facilities
management and maintenance 2:49
provision 2:49
Family Doctors Association 2:10
Family emergency leave 4:42
Family friendly policies 4:40–43
Fax machines 12:24
Feasibility 11:14–15
Feedback
from colleagues 2:63
from patients 2:63
Fees, private and professional
attracted by work related to practice’s own patients 3:64
firearms and shotgun certificates 3:64
income from non-NHS sources 3:63–64
insurance reports 3:64
medical examinations 3:64
occupational health 3:65
pharmacies 3:65
private care homes 3:65
private patients 3:65
private treatment including complementary, alternative and other therapies 3:65
provision of medical advice and services to other organisations 3:65
research and clinical trials 3:65
sources of private income 3:65
Female employee, maternity rights 4:40 see also Maternity
Fever 8:22
Filing outside the medical notes 12:6
Filing systems 8:28
Finance 2:45–47
Financial audit 6:13
Financial entitlements under the nGMS contract 3:19
Financial management 2:38
Financial risk 6:28
Financial systems, setting up
bank reconciliations 3:57–58, 3:58t
bookkeeping 3:57
budget setting and the cashflow forecast 3:60–63
cashbook 3:57, 3:58t
imprest system 3:59
petty cash 3:59
records that need to be kept 3:59–60
Financing practice premises 11:3–6
doctor-owned premises 11:4–5
financing new premises in Wales and Scotland 11:6
fundraising 11:6
improvement grants 11:6
NHS LIFT 11:5–6
notional rent 11:4
private finance 11:6
provided by local authority or PCO 11:4
rented premises 11:4
Fire alarms 11:29–30
Firearms and shotgun certificates 3:64
Fire audit 11:26
Fire drill 11:31
Fire extinguishers 11:29
Fire prevention 11:29
Fire safety 2:41, 4:14
escape routes 11:29
evacuation 11:29
fire alarms 11:29–30
fire drill 11:31
fire extinguishers 11:29
fire prevention 11:29
model fire drill instructions 11:31
practice fire team 11:30–31
precautions 11:28–31
risk assessment 11:28–30
Fire Safety Order (2005) 4:14
Fire team 11:30–31
Fitness programmes 3:18
Flexibility 7:2
Flexible career scheme for GPs 2:21
Flexible working 4:41–42
Flooring 11:24
Follow-up and outcome 3:34
Food and diet 11:44
Forced marriage, of children 8:51
Formal presentations 7:36
Forming, of team 7:18
Formularies 8:21, 10:10
of medicines, minor ailment schemes 8:21
for pilot scheme, transferring management to community pharmacies
athlete’s foot 8:23
back pain 8:22
contact dermatitis, bites and stings 8:23
cough 8:22
diarrhoea and vomiting 8:22
fever 8:22
hay fever 8:22
headache 8:22
head lice 8:23
presumed viral upper respiratory tract infection 8:21
soft tissue injury 8:22
sore throat 8:22
teething and mouth ulcers 8:23
vaginal thrush (candidiasis) 8:23
Foundation programme 5:25–27
Foundation trusts (FTs) 9:7
Fowler, Norman 9:2
Francis, Robert 2:10
Frazer competence 8:44
Free debt counselling agency contacts 8:35
Freedom of Information Act 12:17, 12:18
Free healthcare 3:9
Frequent references to ‘the good old days’ 7:24
Friends and Family Test (FFT) 6:8, 8:58
Fringe medicine 2:36
Fuel economy 11:42
Fuel poverty 11:40
Full list 3:5
Full-service wholesalers 10:28
Fundraising 11:6
Gantt chart 7:34
Gap analysis 5:8
General administration 2:38
General Medical Council (GMC) 2:2, 6:4, 8:10, 8:67, 9:35
guidance (2013) 12:3
and law 8:75
registration 2:15
General medical services (GMS) 2:7, 2:63
General practice
history of 1:3–5
role of in new NHS 1:4–5
General practice assessment questionnaire (GPAQ) 6:8
General practice extraction service (GPES), and calculating quality reporting service (CQRS) 3:56
General practitioners (GPs)
agreement/booking form table 2:17–19
appraisal 2:64, 5:17–18
Choice Scheme 3:6
commissioners role 9:15–16
continuing education 5:16–25
appraisal 5:17–18
learning resources for GPs 5:17
membership of the Royal College of General Practitioners 5:24–25
NHS Appraisal Toolkit and RCGP Portfolio 5:19
retainer scheme 5:21–23
revalidation 5:18–21
setting educational objectives 5:16–17
from EEA and Switzerland 2:22–23
employing from abroad 2:22
links 2:50
and pharmacists 10:42
practicing main principles and procedures
NHS body–to be or not to be 3:4
performers 3:4
providers 3:4
relating to nGMS contract 3:4
retainer 2:21–22, 5:21–23, 5:23t
retention scheme 2:21
returners 2:22
role within management structure 4:3–7
communication 4:5–6
management disputes 4:6
management roles and responsibilities 4:4–5
relationship between managing GPs and practice manager 4:7
time management 2:43
traineesclaimable expenses 5:32
tmanagement topics relevant to 5:35–36
tnew trainee 5:33
salary/expenses 5:31
see also Doctors
General Practitioners Committee (GPC) 3:68, 12:23
Generating ideas 7:17
Generic houses 10:28
Generic prescriptions 10:8, 10:38–39
changing supplier and generic substitution 10:34–35
Ghost patients and green cards 3:15
Gifts
from patients to staff 3:67
staff parties and gifts from partners to staff 3:67
staff profit shares and bonuses 3:67
Gillick Competence 8:44
Global sum and minimum practice income guarantee (MPIG) 3:19–21
Global warming 11:39
Glucosamine 10:3
“Gold standard” care 5:12
Good employer 4:37–44
discrimination 4:42–43
family-friendly policies 4:40–43
legislation 4:38–40
performance appraisal 4:43
staff handbook 4:38
staff training 4:43
Good medical practice 5:16, 5:19
Goodwill, sale of 2:7–8
GPnotebook 5:8–9
GP report form (GPR) 3:64
GPs with Special Interests (GPSIs) 2:3, 5:45
Grading of evidence 6:19–20, 6:20t
Greenhouse gases 11:39
Grievance procedures 4:52–59
Griffiths, Roy 9:2
Guidance, on staff grading 4:27–28
Guidelines, clinical 6:18–20
Guidelines for dispensers
Consumer Protection Act 1987 10:40–41
controlled drugs (Misuse of Drugs Act) 10:40
dispensing record 10:39
dispensing repeat prescriptions 10:40
drug and vaccine storage 10:41
end-of-day procedure 10:42
end-of-month procedure 10:42
endorsing prescriptions 10:40
generic prescriptions 10:38–39
instructions to patients 10:39
invoices 10:41
ordering/stock control 10:41
patient information leaflet (PIL) 10:39–40
prescription charges 10:41–42
procedure for dispensing 10:38
Hand hygiene 6:32
Harassment, bullying and 2:56–58
Hardware maintenance 2:50
Hay fever 8:22
Headache 8:22
Head lice 8:23
Health and safety 2:41, 6:26
Health and Safety at Work Act 11:27
Health and safety (display screen equipment) regulations 1992 4:13–14
daily work routine 4:13
eyes and eyesight 4:13
information 4:13–14
minimum requirements and risk assessment 4:12–13
training 4:13
Health and Social Care Act 2012 9:16–18
Health and Social Care Information Centre (HSCIC) 12:14, 12:25
Healthcare assistants (HCAs) 2:30, 5:41–48
indemnity 2:33
job description for 2:31–33
physician associates 2:33
Healthcare commissioning
clinical commissioning in England 9:16–28
context 9:2–3
managing health systems in Scotland, Wales and Northern Ireland 9:30
National Health bodies 9:30–35
new models of care (the vanguard sites) 9:28–29
other organisations with bearing on general practice 9:35–36
primary care co-commissioning 9:29
role of the GP commissioners 9:15–16
theory 9:3–14
Healthcare Environment Inspectorate 9:33
Health effects
barriers to action against 11:41b
of climate change 11:40–41b
Health needs assessment 2:51
Health Protection (Notification) Regulations 2010 12:31
Health Protection Agency (HPA) 9:35–36
Health questionnaires 3:12
Health systems, in Scotland, Wales and Northern Ireland 9:30
Health visitors 2:24
HealthWatch 9:26
Heart failure (HF) 3:39
Heating, ventilation and air-conditioning (HVAC) 11:24
Highly sensitive information 12:23
Highly specialised nurse 2:26
Histological examination 3:33
History and evolution of NHS and general practice 1:3–5
HM Revenue and Customs (HMRC) 10:30
Homeless patients 8:25–26
Homeopaths 2:36 see also Delegation and referral to other health professionals
Homesickness 8:38
Hospital
admission 3:11
and other correspondence in 12:8–9
Hot desking/room sharing 11:9–10
Hours of work 2:13
Housekeeping 11:47–48
House of Commons Science and Technology Committee report 2:36
Human resources 2:47–48
management 2:38
Hypericum 10:3
Hypertension (HYP) 3:39
IM&T systems 3:50
Immediately necessary treatment 3:7, 3:25
Immunisations 3:26–27, 10:22–23
schedule in UK 3:30t
Implementer 7:17
Imposed change 7:26–27
Imprest system 3:59
Improvement grants 11:6
Improving access in the practice
demand management 8:4–5
making changes to the system 8:5–7
pitfalls 8:8
triage 8:7
Incentives and penalties 7:21
Income 2:5
guarantee 3:19–21
from non-NHS sources 3:63–64
Indecision 7:32
Indemnity 2:33
Independent review 8:74 see also Complaints, comments and compliments
Inducting staff 4:28–30
induction 4:29
induction pack 4:28–29
Induction and training 2:48
Industrial diseases 12:30b
Industrial injury 12:30–31
Infection control 2:42
achieving and maintaining a clean clinical environment 6:33
achieving optimum hand hygiene 6:32
decontamination 6:33
general principles 6:32
managing blood and bodily fluids 6:33
policy and guidelines for general practice
clinical equipment 6:38–39
general environment 6:39
hand washing 6:37–38
sharps handling and disposal 6:39
waste disposal 6:38
safe handling and disposal of sharps/clinical waste 6:32
using personal protective equipment 6:32
Infection control audit, general practice
care quality commission (CQC)–England only 6:34–36
clinical practices 6:34
example 6:37
management 6:33–34
method of weighting and scoring 6:37
Infectious diseases 12:31, 12:31b
Inflexibility 7:24
Influenza and pneumococcal immunisations for at-risk groups
financial benefits 3:32
managing your surgery’s time 3:31
opportunistic identification 3:31–32
setting up a pneumococcal vaccination programme 3:31
target groups for influenza vaccination 3:30
target groups for pneumococcal vaccination 3:30–31
Influenza vaccination 3:30
Information 2:44
for blind people 8:41
Information governance (IG) 8:15–16
access to medical records 12:21–22
confidentiality 12:14–20
e-consulting 12:26
electronic prescription service (EPS) 12:24–25
electronic secondary care appointment booking 12:24
NHS care records service 12:25
NHS directory 12:25
NHSNET 12:25
security of records 12:22–24
summary care record (SCR) 12:25
use of email in the surgery 12:26
use of the internet and telemedicine 12:26
Information management 12:1–32
information governance 12:14–26
non-clinical uses of computers in the surgery 12:26–29
notification of disease 12:30–32
patient records 12:2–14
Information management and technology (IM&T) 2:49–50
Information technology 3:50
and telephones 11:8
In-house surveys 6:8
Innovation 2:40
Instructions to patients 10:39
Insurance 2:45
employer’s liability 4:7
reports 3:64
Integrated care pathways (ICP) 6:19–20
Integrative negotiation 7:39
Internal communication 12:27
Internal forces 7:23
Internal messaging 12:27
Internal/trap protection 11:33
International English Language Testing System (IELTS) 2:23
Internet, use of 8:10–11, 12:26
Internet access and staff, information governance (IG) 8:15–16
Interpreters 8:28–29
Intervention, child abuse 8:51
Interviewing 4:22–24
Invasive pneumococcal disease (IPD) 3:31
Invitation to tender (ITT) 9:14
Invoice payment 2:45
Invoices 10:41
Involvement 7:17
IPSOS MORI GP Survey 8:58
Jarman index 3:21
Job descriptions 7:20
Job plan 2:13
Job-sharing partners 2:6
Joint Committee of Postgraduate Training in General Practice (JCPTGT) certificate 2:15
Joint Strategic Needs Assessment (JSNA) 9:22, 9:23–24
Junior doctors 5:25
Jury service 4:43
Key skills 5:52
Knowledge training 5:50
Labour turnover 7:24
Lack of cooperation 7:24
Land and building acquisition 11:15
Language, and interpreters 8:28–29
Lasting power of attorney 8:62
role of GPs 8:62–63
Leadership 7:13–14, 7:19
Learning disabilities 3:43
Learning needs, identifying
analysis of complaints 5:14
criterion-based audit 5:12–13
patient satisfaction surveys 5:15–16, 5:15–16b
peer review 5:11–12
risk assessment 5:14–15
self-assessment 5:8
significant event audit 5:13–14
video assessment of performance 5:9
Learning resources, for GPs
distance learning packages 5:17
formal courses 5:17
individual attachments to specialists 5:17
practice or community hospital-based meetings 5:17
Legal factors, in practice 7:6
Legislation 4:38–40
for child protection 8:47, 8:48t
relating to confidentiality and access to patient records 12:17–20t
Letter sharing 8:57–58
Liaison service 8:75
Liaison with secondary/tertiary care providers 2:39
Living donors 8:64
Living wills 8:63
LMC levies 2:14
Local Area Team (LAT) 3:6
Local educational trust boards (LETBs) 5:26
Local enhanced services 3:35
Local Improvement Finance Trust (LIFT) 11:5–6
Local Involvement Networks (LINks) 9:25
Local Medical Committee (LMC) 2:4, 2:10, 3:68, 8:31, 11:46
Local Medical Director (LMD) 2:8
Local resolution, of complaints 8:76
Locum GPs 2:43, 2:56, 2:64
benefits/contributions 2:21
and doctors in training 8:72
finding 2:14–15
induction for 2:19
money 2:16–17
paperwork 2:15–16
pensions for 2:20–21
practice induction packs 2:20
and registrars 12:7
see also Doctors
Logical reasoning 7:43
Lone working 11:35–36
Long service and loyalty 7:21
Low income 10:37
Low morale 7:24
Maintenance
checklist 11:27–28
responsibility 11:26–27
Maintenance, property 11:22–28
elements of 11:23–25
manager’s checklist 11:27–28
responsibility for 11:26–27
types of 11:25–26
Major injury 4:11
“Majority decision” method 4:6
Management 7:1–43
effective meetings
after 7:28–29
before 7:27–28
during 7:28
staff meeting 7:29–30
GPs role within 4:3–7
management of change
announcing proposed change 7:24–25
dealing with imposed change and uncertainty 7:26–27
implementation of change 7:25–26
manager’s ultimate question: ‘is it cost-effective? 7:26
process of change—’evolution, not revolution’ 7:23
reasons for change 7:23
recognising the need for change 7:23–24
negotiating skills 7:38–43
concessions and bargaining 7:42
conclusions and agreement 7:42
definitions of negotiation 7:39–42
negotiating techniques 7:42–43
openings 7:39
preparation 7:39
review or audit 7:42
testing 7:39–41
problem solving
barriers to effective problem solving 7:32
defining problems and generating solutions 7:31–32
distinctions between problems, solutions and plans 7:30–31
project management
allocating responsibilities 7:36
appoint project manager and project team 7:34
defining project and its key objectives 7:33
gain approval 7:33
identifying milestones and events 7:36
monitoring methods 7:36
project 7:32
project evaluation 7:36–37
project management planning tools 7:34–35
role of project manager 7:34
summary 7:37
writing detailed project plan 7:34
writing project synopsis 7:33
role of manager 7:2–23
action plans 7:11–13
building a team 7:19–21
business or development plan 7:8
delegation 7:21–23
formulating a business plan 7:9–11
leadership 7:13–14
management skills and functions 7:4–5
manager or administrator 7:3–4
permission to manage 7:4
planning 7:5
planning techniques 7:11
reviewing the practice within the wider environment 7:6–8
stages of team development 7:17–19
structure of the NHS in England 7:6
team building and motivation 7:14
team definitions, vision statements and team functions 7:15–17
watching the outside world 7:5–6
why do people work 7:14–15
skills and functions 7:4–5
standards 6:5–6
time management 7:37–38
hints to make better use of time 7:38
saving time 7:38
Manager
action plans 7:11–13
building a team 7:19–21
business or development plan 7:8
checklist 11:27–28, 11:32, 11:33
delegation 7:21–23
formulating a business plan 7:9–11
leadership 7:13–14
management skills and functions 7:4–5
manager or administrator 7:3–4
permission to manage 7:4
planning 7:5
planning techniques 7:11
reviewing the practice within the wider environment 7:6–8
role of 7:2–23
stages of team development 7:17–19
structure of NHS in England 7:6
team building and motivation 7:14
team definitions, vision statements and team functions 7:15–17
watching outside world 7:5–6
why do people work 7:14–15
Managing dissolution 2:7
Managing drugs, in non-dispensing practice 10:23–24
accounting and claiming 10:24
drug and vaccine storage and disposal 10:24
obtaining supplies 10:24
Market forces factor (MFF), staff 3:22
Maslow’s hierarchy of human needs 7:14–15
Maternity
leave/pay 2:14, 5:32–33
rights 4:40
Maternity exemption (MatEx) 10:37
Maternity services (MAT) 3:25, 3:45
Meaningful involvement 8:53
Mechanical handling 11:25
Medeconomics 2:16
Medical and Dental Defence Union of Scotland (MDDUS) 2:33
Medical Defense Union (MDU) 2:33
Medical education see Education
Medical notes 12:3
Medical politics: the GPC and LMCs
general practitioners council 3:68
local medical committee 3:68
Medical Protection Society (MPS) 2:33
Medical records 12:21–22
of adopted children 8:52
Medical students 5:25
Medical Training Board certificate 4:32
Medicines and Healthcare products Regulatory Agency (MHRA) 9:32
Medicines management 10:9–12
drug substitution 10:11
effectiveness versus cost-effectiveness 10:10
electronic repeatable prescribing 10:12
generic prescribing 10:10–11
medicines optimisation 10:11–12
prescribers’ obligations and PCO powers 10:10
selection of medicines–formularies 10:10
Medicines Use Review (MUR) 10:11
Meeting rooms, coffee rooms, libraries 11:8
Membership of the Royal College of General Practitioners (MRCGP) 2:22
12 new competency areas 5:38b
applied knowledge test (AKT) 5:37
clinical skills assessment (CSA) 5:37
competencies 5:39t
GPS from outside the EEA and Switzerland 2:23
RCGP curriculum and 5:38–39
workplace based assessment (WPBA) 5:37
Meningitis 8:38
Mental Capacity Act 8:61–62
Mental discipline, lack of 7:32
Mental health 3:42
Mentally incapacitated adults 12:16
Mergers 7:6
Methane 11:39
Mid Staffordshire Foundation Trust Report 2:10
Migrating from one computer system to another 12:10
Milestones, identifying 7:36
Minimum practice income guarantee (MPIG) 3:23–24
and global sum 3:19–21
Minimum wage, national 4:39
Minor ailment schemes 10:7
documentation and record keeping 8:21
formulary 8:21
referral mechanism 8:20
transferring management from general practice to community pharmacies 8:19–20
Minor surgery 3:26, 3:33–34
Mission statements 7:15–17
Misuse of Drugs Act 10:40
Model fire drill instructions 11:31
Modernising medical careers (MMC) 5:25
Monitor 9:34–35
Monitored dose systems (MDS) 10:8
Monitor evaluator 7:17
Monitoring centre 11:32–33
Monitoring methods 7:36
Monopolies, and mergers 7:6
Monthly accounting 2:46
Motivation 7:14
Moving premises
in advance 11:21
moving day 11:21–22
re-establishing normal service 11:22
when things are settling down 11:22
Multi-ethnic area, practice in
cultural issues 8:29
ethnic monitoring 8:26–28
language and interpreters 8:28–29
names and filing systems 8:28
written material 8:29
Multi-Speciality Community Providers (MCPs) 9:28
Music in waiting room 11:7–8
Naming systems 8:28
National Association of Sessional GPs (NASGP) 2:16
National Clinical Assessment Service (NCAS) 9:32
National Commissioning Board 9:17
National enhanced service (NES) 3:34–35, 8:25
National Health bodies
care quality commission 9:32–34
monitor 9:34–35
National Clinical Assessment Service (NCAS) 9:32
National Institute for Health and Care Excellence 9:30–31
National Health Service (NHS)
birth of 1:4
care records service 12:25
directory 12:25
in England 7:6, 9:17, 9:18–19
history of 1:3–5
lift 11:5–6
NHS e-referral service 12:9–10, 12:24
choosing NHS provider 8:18–19
Directory of Services (DoS) 8:17
getting practice connected 8:18
patient appointment 8:18
problems with 8:19
referral management services 8:19
registration 8:17
working of 8:18
NHSmail 8:12
NHSNET 12:25
pension scheme 2:55
auto-enrollment 2:12–13
employed GPs 2:13–14
GP appraisal 2:62–63
locum GPs 2:14–16
overview of 2:11–17
Performers Lists, Regulations 2004 2:3
prescriptions 3:11
repeat dispensing schemes 10:14–17
change in medication 10:17
dispensing practices 10:17
GP practice and 10:15–16
who can use the service 10:15
working 10:15
in Scotland 7:7f
National Health Service Act 5:31
National Health Services Business Authority (NHSBA) 4:35, 10:9–10, 10:37
National Institute for Clinical Excellence (NICE) 6:5, 6:17, 9:30–31, 11:45
applying guidance 9:31
medicines and devices 9:32
other target audiences 9:31
National Living Wage 4:39–40
National minimum wage 4:39
National patient safety agency 6:20
National qualifications framework (NQF) 5:52–53
levels and indicators 5:52t–53t
National recruitment office (NRO) 5:29
National Security Inspectorate (NSI) 11:34
National vocational qualifications (NVQs) 5:51 see also Recruitment and selection
Negotiating skills 7:38–43
concessions and bargaining 7:42
conclusions and agreement 7:42
openings 7:39
preparation 7:39
review or audit 7:42
techniques 7:42–43
testing 7:39–41
Network analysis 7:35
Networking with colleagues from other practices 2:45
New partner, special considerations for recruiting
assessing candidates and allowing candidates to assess you 4:31
attracting candidates 4:30–31
end of the period of mutual assessment 4:35
expression of interest 4:31–32
failure to appoint a new partner 4:36
first month 4:35
first year 4:35–36
further information for shortlisted candidates 4:32
identifying the need 4:29–30
informal visits to the practice 4:32
informing patients 4:34
interviewing candidates 4:33
negotiation 4:34
partnership offer 4:33
placement and induction 4:34
references 4:33
rejected candidates 4:34
shortlisting 4:32
supporting staff 4:35
terms and conditions, and financial package 4:30
New Public Management (NPM) 9:2
nGMS contract
Calculating Quality Reporting Service (CQRS) and General Practice Extraction Service (GPES) 3:56
Carr-Hill allocation formula 3:21–22
essential, additional and enhanced services under the contract 3:24–37
financial entitlements under the contract 3:19
gifts 3:66–67
global sum and minimum practice income guarantee 3:19–21
GP practice main principles and procedures relating to the contract 3:4
medical politics 3:68
other payments 3:49–50
out-of-hours 3:37
Personal Medical Services (PMS) contracts 3:50–51
practice’s patients 3:5–16
private and professional fees 3:63–66
private services for NHS patients 3:16–19
quality and outcomes framework (QOF) 3:37–43, 3:45–49, 3:56
rurality 3:23–24
setting up financial systems 3:56–63
VAT in general practice 3:66
NHS see National Health Service (NHS)
Nitrous oxide 11:39
No acceptance of responsibility 7:24
Nolan Principles of Public Life 9:22–23
Nominated partner 2:5
Non-attendance at meetings 7:24
Non-clinical audit 6:13
Non-clinical uses of computers in surgery 12:26–29
consequences of computerisation 12:29
correspondence 12:27–28
electronic banking 12:28
internal communication 12:27
payroll 12:28–29
practice accounts 12:28
Non-concordance 6:10
Non-governmental organisations (NGOs) 11:46
Non-medical partners
different types of partnerships available to practice managers 2:54–55
partnership agreement 2:55
pensio6n rights 2:55
Non-NHS sources, income from 3:63–64
Norming, of team 7:18
Northern Ireland
managing health systems in 9:30
market forces factor in 3:22
Notification of disease
adverse drug reactions 12:32
industrial injury 12:30–31
infectious diseases 12:31
occupational illness 12:30
Notional rent 11:4
Nurse(s)
clinical grading 2:29
continuing professional development for nurses 2:29
nurse prescribing 2:28–29
nurses with special interest 2:28
practitioner, in training 2:26, 2:27–28, 5:45
prescribers 4:36–37, 5:45–46
recruitment see Nursing staff, special considerations for recruiting
revalidation 4:37
skill mix 2:29–30
specialist practitioners 2:24–25
Nurse Prescribers Formulary (NPF) 10:6
Nurse with a special interest (NwSI) 5:45
Nursing and Midwifery Council (NMC) 2:2, 2:23, 10:6
Nursing homes 3:22
Nursing staff, special considerations for recruiting
nurse prescribers 4:36–37
pharmacist independent prescribers 4:37
physician associates 4:37
NVQ qualification 2:30
Obesity (OB) 3:44
Objectives
organisational 5:2–3
tests of knowledge and skill 5:8
Obligations, and performance in locum GPs 2:20
Occupational health 2:42, 3:65
Occupational illness 12:30
OFSTED inspections 6:35
One-to-one meetings 7:36
On-job or off-job training, for non-clinical practice staff
attitude training 5:49
knowledge training 5:50
skills training 5:50
Online health information
e-consulting 8:14–15
sources of information and advice 8:15
telemedicine 8:14
Online ordering, of prescriptions 8:13
Open list 3:5
Operational practice 11:48–49
Operations on site 11:20
Opportunistic identification 3:31–32
Opportunities 7:11
Opticians 2:35
Opting out
of additional services 3:27–28
notice 3:28
Ordering/stock control 10:41
Organ and body donation 8:63–64
Organisational audit 2:40, 6:13
Organisational risk 6:27
Organising to meet the needs of all patients 8:23–42
asylum seekers and refugees 8:29–32
difficult patients or difficult practice 8:24
disabled patients 8:39–42
drug users 8:34–35
homeless patients 8:25–26
patients with debt problems 8:35
practice in a multi-ethnic area 8:26–29
socially excluded 8:24–25
students 8:37–39
travellers 8:35–37
violent and abusive patients 8:32–34
Orienting members 7:16–17
Osmosis 5:8
Osteopaths 2:35
Osteoporosis 3:43
Outline proposals 11:16
Out-of-area patients 3:8
Out-of-hours care 3:37 see also nGMS contract
Over-packed fridge, dangers 6:30f
Overseas visitors, treatment of 3:11
PACT data 6:11
Palliative care 3:43
Panic button 11:35
Paper economy 11:43
Paperless accreditation 12:23–24
Paper records 12:5–6
Parallel imports and counterfeit drugs 10:35
Parental leave 4:41
Parental responsibility 8:43
Parking 11:9
Parliamentary and Health Service Ombudsman (PHSO) 8:72
Parties, staff 3:67
Partners
becoming non-medical partner 2:54–55
taking on a new partner see New partner, special considerations for recruiting
Partnerships
agreements 2:4–5, 2:43
alternatives to 2:8
breakdown 2:6–7
changes 2:43
discrimination in 2:7
issues 2:43–44
job-sharing partners 2:6
meetings 2:43, 7:9–10
new partner’s shares 2:5–6
shares 2:5
see also Doctors
Paternity leave 4:41, 5:32–33
Pathology reports 12:11–12
Patient Advice and Liaison Service (PALS) 8:75 see also Complaints, comments and compliments
Patient information leaflet (PIL) 10:39–40
Patient participation groups (PPGs) 8:55–57
Patient records 2:49, 12:2–14
computerised appointment systems 12:13
disposal of medical notes 12:14
keeping patient records 12:13–14
making medical notes 12:3
notes of telephone and video consultations 12:3–4
organisation of notes 12:4–12
Patients
access to GP 8:3–4
adjustment 2:27
advance decisions (advance directives/living wills) 8:63
call systems 8:40
chaperones 8:67–68
children and young people 8:42–52
with chronic diseases earning QOF points 3:47
complaints, comments and compliments 8:68–76
concordance/compliance 6:10–11
confidentiality 8:65–67
consent 3:33, 8:60–61
with debt problems 8:35
declining to register 3:14
with dental problems 3:15
e-health 8:12
group directions 10:18–19
high-risk groups for chronic diseases 3:48
improving access in practice 8:4
involvement 8:52–55, 9:25–26
lasting power of attorney 8:62
letter sharing (copying letters to patients) 8:57–58
Mental Capacity Act 8:61–62
minor ailment schemes 8:19–21
NHS e-referral service 8:17–19
notes 11:37, 12:2t, 12:5–6
online health information 8:14–15
organ and body donation 8:63–64
organising to meet needs of all patients 8:23–42
participation 3:8, 8:55–57
pilot scheme to transfer management from general practice to community pharmacies 8:21–23
practice websites 8:13
protection 2:44
removal of name from list by PCO 3:14
removal of name from list by practice 3:14–15
removal of violent 3:15
rotas 8:8–10
satisfaction 5:15–16b 6:6–10
smokers 3:48
SMS communication with patients 8:16–17
staff and internet access 8:15–16
surveys 8:58–60
telephone consulting 8:11
telephone, Internet and access 8:10–11
telephone messaging 8:12
Payments 11:27
information technology 3:50
premises 3:49
seniority 3:50
Payroll 12:28–29
and pensions 2:45
PCC 8:74–75
Peak oil 11:40
Peer review 5:11–12
Pensions
and benefits 4:28
for practice staff 4:28
People 7:25
“People” protocols 7:20
Perceived promotion 7:21
Performance
appraisal 4:43
against pre-set targets 6:12
Performance-related pay 7:21
review 2:48
Performers list
application to join 2:3
membership of RCGP for GPs already on 5:24–25
refusal to accept GP onto 2:4
Performing, of team 7:18–19
Perimeter protection 11:33
Peripheral arterial disease (PAD) 3:39
Permission to manage 7:4
Personal development plans (PDPs) 5:7
Personal grooming 7:14
Personal lists 3:5
Personal Medical Services (PMS) contracts 2:9, 2:63, 11:4
APMS 3:55
application to become a PMS practice 3:51
benefits of PMS 3:51
current situation 3:51
differences between the nGMS contract and PMS contract 3:51
elements of the PMS contract 3:52–53
eligibility to become a PMS provider 3:51–52
financial contract 3:54
health service body status 3:54
PMS agreements 3:52t
QOF and the PMS contract 3:54–55
transfer back from PMS to nGMS 3:55
Personal protective equipment (PPE) 6:32
Personal security 11:34–35
Pertussis, for pregnant women 3:34
PESTLE analysis 7:6
Petty cash 2:45, 3:59
Pharmaceutical representatives 10:25
Pharmacies 3:65
Pharmacists 2:35
and GPs 10:42
Pharmacy, setting up 10:43
PHCT Meetings 2:39
Physical space 7:25
Physician assistant 5:47
Physician associates (PAs) 2:33
Physiological needs 7:14
PILS (Personalised Integrated Learning Support) leaflets 8:14
Pitfalls 8:8
Placement and induction, and terms and conditions of employment 4:24–26
contract of employment 4:24–26
placement 4:24
Planned maintenance 11:26
Planning 7:5, 7:30
application 11:16–17
information 2:46
techniques 7:11
Planting ideas 7:17
Pneumococcal vaccination 3:30–31
Police 8:66
Political factors, in practice 7:6
Poor evaluation 7:32
Poor performance 2:42, 7:24
Poor punctuality 7:24
Population care 2:51
Postgraduate education allowance (PGEA) 5:16
Postgraduate medical education and training board (PMETB) 5:39
Post-payment verification 3:49
Post-registration education and practice (PREP) 5:47
CPD standard 5:47–48
Power of attorney, lasting 8:62–63
Practice accounts 12:28
Practice Accreditation and Quality Practice Award Schemes 6:13
Practice area 3:25
Practice-based commissioning (PBC) 9:15
Practice development 2:38, 4:5
Practice intranets 12:27
Practice leaflets 3:13–14
Practice managers 7:2–4
and administration area 11:8
appraisals 2:54
clinical governance and GP 6:3–4
competency framework 2:38
in GP appraisal, role of 2:64–65
job of 1:5–7, 2:38–53
management skills of 1:6–7
professional status 1:7
qualification for 1:6
relationship with PCO 2:54
role in NHS general practice 1:5–7
role of 2:7
session checklist 5:33–34b
training 2:53–54
Practice nurse 5:44
Practice points 6:29–30
Practice reviewing, within wider environment 7:6–8
Practice security 11:31–38
burglar alarms 11:32–34
closed circuit television (CCTV) 11:33
internal/trap protection 11:33
manager’s checklist 11:34
perimeter protection 11:33
controlled drugs 11:37
electronic records 11:37–38
extended opening hours 11:35
lone working 11:35–36
patient notes 11:37
personal security 11:34–35
prescription pads 11:37
remote working 11:36–37
security of access 11:34
security of practice premises
general security measures 11:31–32
manager’s checklist 11:32
Practice’s patients
assigned patients (allocated patients) 3:7–8
British nationals living abroad 3:9
consultation obligations 3:15–16
declining to register patients 3:14
different sorts of registration 3:6–7
difficult situations 3:15
doctors’ availability 3:16
eligibility for free healthcare 3:9
European health insurance card (EHIC) 3:9–10
general rules for British patients travelling abroad 3:9
general rules for treatment of overseas visitors to UK from non-EEA countries 3:11
ghost patients and green cards 3:15
new patients–contractual obligations and good practice 3:12–13
open, full and closed lists 3:5
other reciprocal agreements 3:10
out-of-area patients 3:8
patients’ choice of doctor 3:5–6
patients from EEA member states seeking medical treatment in UK 3:10–11
patients with dental problems 3:15
personal versus shared list systems 3:5
practice area 3:6
practice leaflets 3:13–14
private patients 3:8
removal of patients from list by PCO 3:14
removal of patients from list by practice 3:14–15
removal of violent patients 3:15
UK residents going abroad for short periods 3:9
Practice team, and clinical governance
aims and objectives defined and communicated 6:4–5
maintaining quality standards 6:5
management standards 6:5–6
Practice websites 8:13
Practice-weighted population 3:23
Prams and buggies 11:9
Preliminary opt out notice 3:28
Premises 3:49
and equipment 2:48–49
Pre-occupation with trivia 7:24
Preparing for new members of staff
asbestos at work 4:11–12
control of substances hazardous to health 4:10–11
employees’ duties 4:9
employers’ duties 4:8–9
employers’ liability insurance 4:7
health and safety 4:8
Pre-qualification questionnaire (PQQ) 9:9, 9:13–14
Prescribers
community nurse prescribers 10:5
independent prescribers 10:5
nurse 4:36–37, 10:5–6
pros and cons of non-medical prescribing 10:5
supplementary prescribers 10:6
Prescribing rates 6:11
Prescription Pricing Authority (PPA) 3:32
Prescriptions 6:25, 8:37
charges 10:41–42
for drug users 10:7
generic prescribing 10:8
and medication 12:20
monitored dose systems (MDS) 10:8
pads 11:37
private prescriptions 10:7–8
repeat prescriptions 10:32–34
over the counter medication 10:7
theft, fraud and security of prescriptions 10:6–7
for using abroad 10:8
Presumed viral upper respiratory tract infection 8:21
Prevalence 3:49
Primary and Acute Care Systems (PACs) 9:28
Primary care organisation (PCO) 2:2, 3:7, 3:14, 7:6, 9:7, 11:3, 12:2
Primary healthcare team (PHCT) 2:2–65, 12:7–8
Primary Medical Services 2:8
Private care homes 3:65
Private finance 11:6
Private patients 3:8
Private services for NHS patients 3:16–19
certificates/reports for charities 3:18
fitness for alternative treatment, fitness programmes, sport, etc. 3:18
“notes for school” 3:18
private services related to travel 3:19
short-term sickness 3:17–18
Proactivity, for change 7:23
Problem 7:30
Problem solving
barriers to effective problem solving 7:32
defining problems and generating solutions 7:31–32
distinctions between problems, solutions and plans 7:30–31
Procedure for dispensing 10:38
Procurement 9:8–10, 9:11, 11:48
routes 9:9–10
Production information 11:18–19
Product liability 10:29–30
Professional and Linguistics Assessment Board (PLAB) 2:23
Professional development 2:40 see Revalidation
Professional standards and good practice 12:15
Professions allied to medicine see Allied health professionals (AHPs)
Profit sharing 7:21
staff 3:67
Project 7:32
project and key objectives 7:33
writing synopsis 7:33
Project evaluation 7:36–37
Project management 2:49, 2:50
allocating responsibilities 7:36
appoint project manager and project team 7:34
defining project and its key objectives 7:33
gain approval 7:33
identifying milestones and events 7:36
monitoring methods 7:36
planning tools 7:34–35
project 7:32
project evaluation 7:36–37
project management planning tools 7:34–35
role of project manager 7:34
summary 7:37
writing detailed project plan 7:34
writing project synopsis 7:33
Project manager
appointing 7:34
role of 7:34
Project planning 11:19
detailed 7:34
PRojects IN Controlled Environments version 2 (PRINCE2) 7:11, 7:32
Project team meetings 7:36
Promoting exercise 11:45
Property maintenance (practice buildings) 11:22–28
elements of
electrical 11:24
equipment 11:25
flooring 11:24
heating, ventilation and air-conditioning 11:24
main fabric items 11:23
mechanical handling 11:25
redecoration 11:24
roofing 11:23
telecommunications 11:25
manager’s checklist 11:27–28
responsibility for 11:26–27
contractor 11:27
payment 11:27
sinking fund 11:27
sub-contractors 11:27
types of
alterations 11:26
contract maintenance 11:25–26
emergency maintenance 11:26
fire audit 11:26
planned maintenance 11:26
Protective equipment 6:32
Public Health (Control of Disease) Act 1984 12:31
Public health domain 3:44
additional services sub domain 3:45
blood pressure (BP) 3:44
cardiovascular disease–primary prevention (CVD-PP) 3:44
cervical screening (CS) 3:45
contraception (CON) 3:45
maternity services (MAT) 3:45
obesity (OB) 3:44
smoking (SMOK) 3:44
Public Interest Disclosure Act (PIDA) 2:59
Public Interest Disclosure Order 1999 2:10
Public involvement 8:52–53, 9:25–26
Public opinion 8:60
Purchasing drugs 10:28–29
Qualifications
for practice manager 1:6
vocational 5:51–52
Quality and Outcome Framework (QOF) 2:30, 2:38, 2:64, 5:2, 6:2, 8:16, 9:31, 12:6
actively target specific patient groups 3:47–48
annual review visits 3:56
asthma (AST) 3:41
atrial fibrillation (AF) 3:38
cancer (CAN) 3:42
chronic kidney disease (CKD) 3:42
chronic obstructive pulmonary disease (COPD) 3:41
dementia 3:41
depression 3:42
diabetes mellitus 3:40
epilepsy (EP) 3:43
getting the most out of QOF 3:45–49
heart failure (HF) 3:39
hypertension (HYP) 3:39
indicators 5:3t
involve whole team effectively 3:46–47
know the rules 3:46
learning disabilities 3:43
maximise points for patients on multiple disease registers 3:48
mental health 3:42
osteoporosis 3:43
palliative care 3:43
peripheral arterial disease (PAD) 3:39
plan your strategy at the start of the year 3:46
post-payment verification 3:49
prevalence 3:49
rheumatoid arthritis (RA) 3:43
scrutinise exception reporting 3:48–49
secondary prevention of coronary heart disease (CHD) 3:38
stroke and transient ischaemic attack (TIA) 3:39–40
use your practice computer effectively 3:47
work at targets all year 3:46
Quality improvement activities (QIA) 2:63
Quality, Innovation, Productivity and Prevention (QIPP) agenda 9:22
Quality management and analysis system (QMAS) software 3:56
Quality outcomes, in general practice
doctors’ ability to detect illness 6:12
patient concordance/compliance 6:10–11
patient satisfaction 6:6–10
performance against pre-set targets 6:12
prescribing rates 6:11
referral rates 6:12
Quality Payment Scheme, dispensing 10:34
Quality practice award, RCGP 6:5
Quality standards 6:5, 6:5f
Quarterly statements 2:46
Questions for staff 11:45
Reactivity, for change 7:23
Read codes 12:7
Reception 2:44, 11:8, 12:20
Reciprocal agreements, in UK 3:10
Reciprocal healthcare arrangements 3:11
Recognition, of child abuse 8:50
Record keeping 8:74
Records
of adopted children 8:52
medical 12:21–22
Records, patient 12:2–14
computerised appointment systems 12:13
disposal of medical notes 12:14
keeping patient records 12:13–14
making medical notes 12:3
notes of telephone and video consultations 12:3–4
organisation of notes 12:4–12
Recruitment and selection 2:48, 4:15–24, 5:29–30
assessing candidates 4:19–22
attracting candidates 4:19
effective interviewing 4:23–24
identifying the need 4:15–18
interview courtesies 4:22
interviewing candidates 4:21–22
pitfalls of interviewing 4:22–23
Recycling and reusing 11:43
Red Book 3:3
Redecoration 11:24
Red listed drugs 10:3
Red practice 6:9
Redundancy 4:44–53
staff 4:44–53
Referral letters and other letters out 12:8
Referral management centres 6:12
Referral management services (RMS) 8:19
Referral mechanism 8:20
Referral rates 6:12
Referrals, to health professionals 2:34
Refrigerator temperature record sheet 6:31
Refugees 3:11
and asylum seekers see Asylum seekers and refugees
children 8:51
Refusal to conform 7:24
Regional Health Authorities (RHAs) 9:2
Registered patients 3:6
Regulatory Reform (Fire Safety) Order 2005 11:28
Remote working 11:36–37
Remuneration and benefits 4:26–29
guidance on staff grading 4:27–28
pensions and benefits 4:28
staff uniforms/dress codes 4:26–27
Repeat prescriptions 10:12–14, 10:15, 10:16f, 12:8
audit of repeat prescriptions 10:34
computerised systems 10:32
dispensary-held cards 10:32
medication reviews and concordance 10:13–14
other systems 10:33
problems with repeat prescriptions 10:33
role of pharmacists 10:13
Reportable diseases 4:12
Reporting, of child abuse 8:50
Reporting of Injuries, Diseases and Dangerous Occurrences Regulations (RIDDOR) 4:12, 6:26, 12:30
Research 2:41
Residential homes 3:22
Resignation, staff 4:44
Resource allocation 2:40
Resource investigator 7:17
Resource negotiation 2:47, 2:51
Responsibilities, allocating 7:36
Restrictive covenants 2:5
Retainer GPs 2:56
Retainer scheme 5:23t
eligibility for GPs 5:22
employing 5:21–22
leave entitlement 5:23
payment for 5:23
role of educational supervisor 5:22–23
Retirement
staff 4:44
and succession planning 2:9
Revalidation 2:63, 6:4
of GPs
definition 5:18
failure results 5:21
process 5:18–20
working of CPD credits 5:20–21
membership by assessment of performance (MAP) criteria for 5:24
Rheumatoid arthritis (RA) 3:43
Rights to benefits 2:14
Risk assessment 2:41, 5:14–15, 11:28–30
cycle 6:23f
four key stages 5:14
Risk management 2:41–43
areas of risk 6:25
definition and importance 6:20–22
learning when things go wrong 6:24–25
in practice 6:22
risk register 6:23–24
systematic approach to identification of risk 6:22–23
vigilance 6:24
see also Practice security
Risks
clinical care 6:25
communication and message-taking 6:27
confidentiality 6:25–26
financial risk 6:28
health and safety 6:26
organisational 6:27–28
prescribing 6:25
reduction, and value for money being locum GPs 2:19
register 6:23–24
staff 6:27
Role of manager (basic management techniques) see Practice manager, job of
Roofing 11:23
Room sharing/hot desking 11:9–10
Rotas 8:8–10
patients who do not keep appointments 8:9–10
and work 2:47
Routine discipline 7:20
Royal College of General Practitioners (RCGP) 2:15, 9:22
curriculum and MRCGP 5:37–39
fellowship of 5:24–25
membership of 5:37–39
quality practice award 6:5
Royal College of Nursing (RCN) 4:27, 5:42, 6:2
Royal Pharmaceutical Society 2:35
Running a dispensary 10:26
Rurality
combining the adjustments 3:23
future changes 3:23
list inflation 3:23
London 3:23
minimum practice income guarantee (MPIG) 3:23–24
Safeguarding 8:46
Safety needs 7:15
Salaried GPs 2:56
Salary policy 7:21
Sarcasm 7:24
Satisfaction, patient
determinants of 6:6–7
measurement of satisfaction in UK general practice 6:8–10
purpose of measuring 6:7
SC2 self-certification form 3:17
Scheme design 11:16
Scotland 11:6
financing new premises in 11:6
managing health systems in 9:30
Scottish Health Council 9:33
Scottish Health Technologies Group 9:33
Scottish Intercollegiate Guidelines Network (SIGN) 9:33
Scottish Medicines Consortium 9:33
Scottish vocational qualifications (SVQs) 5:51
Security 2:49
practice 11:31–32
of records 12:22–24
Self-assessment
through diary, log book, weekly review, GPnotebook and osmosis 5:8
gap analysis 5:8
objective tests of knowledge and skill 5:8
Self-fulfillment needs 7:15
Seniority 3:50
Service budgets 2:47
Service performance indicators 2:51
Service prioritisation 2:51
Service protocols 3:35
Services contracts 9:12–14
Setting up a pharmacy 10:43
Sexual abuse 8:51
Sexual health 8:38
Shaper 7:17
Shared lists 3:5
Sharps, safe handling and disposal 6:32
Shingles vaccination programme 3:34–36
Short-line wholesalers 10:28
Short-term sickness 3:17–18
Sickness
absence and pay 4:40
benefit 2:14
Side-effects, of treatment 6:11
Significant event (SE) 2:63
audit/reporting 2:41, 5:13–14
Significant event analysis (SEA) 6:15
agree, implement and monitor change 6:16–17
analysis of significant event 6:16
awareness and prioritisation of a significant event 6:16
facilitated team-based meeting 6:16
information gathering 6:16
report, share and review 6:17
write it up 6:17
Sign off sheet 6:31
Single-handed doctors 2:9–10
Sinking fund 11:27
“Sitting by Nellie” method 5:50
Six-point response scale 6:8
Skills training 5:50
“SMART” criteria 5:7b
Smoke detectors 11:30
Smoke-free practices 11:10–11
Smokers 3:48
Smoking (SMOK) 3:44
SMS communication, with patients 8:16–17
Social enterprises 9:8
Social factors, in practice 7:6
Socially excluded patients 8:24–25
Social needs 7:15
Social services 2:45, 8:66
Soft tissue injury 8:22
Solution 7:30
Sore throat 8:22
Sources of information 10:43–44
Special circumstances 12:16
Specialist 7:17
Specialist practice nurse 2:26, 5:44
Specialty training for GPs 5:27–40
certification 5:39–40
criteria for training practices 5:28
effect on the practice 5:28–29
extended training 5:40
flexible training 5:33
funding 5:30–31
GP trainee salary/expenses 5:31
maternity leave 5:32–33
medical performers list 5:30
MRCGP 5:37–39
National Insurance and Superannuation 5:31
out-of-hours experience 5:30
paternity leave 5:32–33
RCGP curriculum 5:38–39
recruitment and selection 5:29–30
refresher training 5:40
role of practice manager 5:34
sickness payments 5:32
teaching management to GP trainees 5:34–37
training grants 5:31–32
Sphygmomanometers 6:33
Spillages handling 6:33
Sport 3:18
Staff 4:43–52
attitudes 6:24
dismissal of 4:55
exit interview 4:44
funding 2:46
handbook 4:38
management 2:47
meetings 2:47, 7:29–30
parties 3:67
as patients 8:42
profit shares and bonuses 3:67
redundancy 4:44–53
and relatives 12:20
resignation 4:44
retirement 4:44
training 4:43
uniforms/dress codes 4:26–27
Staff redundancy 4:44–53
additional assistance 4:51
appeals procedure 4:50–51
application of selection criteria 4:50
assistance with job seeking 4:51
compulsory selection criteria 4:50
consultation 4:48–49
counselling 4:51
definition of redundancy 4:45
disclosure of information 4:49
establishing a procedure 4:45–46
helping redundant employees 4:51
qualification for redundancy payment 4:52
redundancy procedure 4:46–47
selection criteria 4:49
suitable alternative work 4:47
trial period in alternative employment 4:48
voluntary redundancy 4:47
Standard operating procedure (SOP) 6:28–30
Statement of eligibility for registration (SER) 5:39
Statement of Financial Entitlements (SFE) 3:3
Statement of Fitness for Work 3:18
Statutory Maternity Pay (SMP) 12:29
Statutory sickness pay (SSP) 4:41, 4:42, 12:29
Steam-rollering 7:24
StepChange 8:35
Sterile services departments (SSD) 6:33
St John’s Wort 10:3
Stock control
computerised 10:27
manual systems 10:26–27
methods of 10:26–27
stocktaking 10:27
Stocktaking 10:27
Storage 11:9
Storing notes off-site 12:6
Storming, of team 7:18
Strategic delivery planning 2:51
Strategic planning 7:5, 7:13
Strategy formulation 2:40
Strengths 7:11
Stroke, and transient ischaemic attack (TIA) 3:39–40
Student patient 8:37–39
exams 8:39
homesickness 8:38
managing during vacations 8:39
meningitis 8:38
sexual health 8:38
travel medicine 8:38–39
Students see Medical students
Study leave (paid) for young employees 4:40
Sub-contractors 11:27
Substances hazardous to health, control of 4:10–11
Succession planning, retirement and 2:9
Summarising notes 12:9
Summary care record (SCR) 12:25
Superannuation 2:5
Supplementary list 2:14 see Doctors
Supplier performance management (SPM) 9:11
Supplier relationship management (SRM) 9:10–11
Supplies 2:48
Surgery time, managing 3:31
Surveys
patient satisfaction 5:15–16, 5:15–16b
see also Patients, surveys
Sustainable development 11:40
SWOT analysis 7:11–13, 7:17
Tape recording, of telephone conversations 12:4
Taxation 2:43
Team
adjustment 2:27
building 7:14
definitions 7:15–17
development, stages of 7:17–19
functions 7:15–17
meetings 7:10
Teamwork 2:61, 7:17
Technological factors, in practice 7:6
Teething and mouth ulcers 8:23
Telecommunications 11:25
Telemedicine 8:14
use of 12:26
Telephone
consulting 8:11, 12:3–4
for hearing-impaired people 8:40
information 12:16, 12:20
Internet and access 8:10–11
messaging 8:12
receptionist administration area 11:8
Temporary residents (TRs) 3:6–7, 3:25
Tender action 11:19
Third sector organisations (TSOs) 9:8
Threats 7:11
Time management 7:37–38
hints to make better use of time 7:38
saving time 7:38
Toilet facilities 11:8
Traditional medicine 2:36–38 see also Complementary/alternative medicine
Trainees, GP see Education
Training 7:6
dispensers 10:37–38
evaluation 5:50–51
national qualifications framework (NQF) 5:52–53
non-clinical staff 5:48–50
records 5:51
vocational qualifications 5:51–52
Training junior doctors and new GPs
medical students 5:25
pre-registration house officers 5:25
Transient ischaemic attack (TIA), and stroke 3:39–40
Transplanting, overseas 8:64
Transport 7:8, 11:43–44, 11:49
Travel immunisations 3:19
and antimalarials 10:22–23
Travellers 8:35–37
attitudes 8:36
health needs 8:36
improving services for 8:37
potential problems 8:36
traveller children 8:37
Travel medicine 8:38–39
Treatment room stocks 10:24
Triage 8:7
Trials, research and clinical 3:65
Tuckman, Bruce 7:17
Tunnel vision 7:32
Unexpected behaviour 7:24
Uniforms, staff 4:26–27
Unique booking reference number (UBRN) 8:18
United Kingdom (UK)
child protection system in 8:47
measurement of satisfaction in 6:8–10
Unplanned admissions 3:34
Useful addresses 10:43
USP (unique selling point) 4:31
Vaccinations and immunisations 3:26–27
Vaginal thrush (candidiasis) 8:23
Value for money (VFM) 9:8
Vanguard sites 9:28–29
VAT 10:30
in general practice 3:66
Ventilation 11:24
Verbal consent 8:60
“Veto” method 4:6
Video assessment, of performance 5:9
Video consultations 5:3t, 12:3–4
Vigilance 6:24
Violent and abusive patients 3:15, 8:32–34
critical incidents 8:33
in list 8:33–34
reducing the risk of violence 8:32–33
removal of violent patients from the list 8:33
secure facilities 8:34
Vision, sharing 6:4–5
Vision statements 7:15–17
Visits 12:8
Visual/audio recordings, of patients 5:9–11b
Vocational A-levels 5:51
Vocational certificates of education (VCEs) 5:51
Vocational qualifications 5:51–52
Voicemails 8:11
Waiting area 11:7–8
Wales
financing new premises in 11:6
managing health systems in 9:30
“Walk about” 7:36
War pensioners 10:37
Watching outside world 7:5–6
Water economy 11:43
Water vapour 11:39
Weaknesses 7:11
Websites, practice 8:13
Whistleblowing, in general practice
draft policy 2:59–61
implementing a policy 2:59
Public Interest Disclosure Act (PIDA) 2:59
Winning over staff, letter sharing 8:58
Work experience students 5:40–41
Workforce
bullying and harassment in 2:56–58
planning 2:56
Working partnership 2:45
Working time (amendment) regulations 2007 4:39
Workplace based assessment (WPBA) 5:37
Written consent 8:61
Written document 6:5
Written project reports 7:36
X-ray reports 12:11–12
Yellow cards 12:32