Citizens Advice Bureau

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LOCAL INFORMATION

10.7.3.L2
Doctors in Jersey-Fees,Complaints,Out of Hours Service

Extent: Jersey
Updated 19 August 2015
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Words you may need to know

Fees - this is money you have to pay, charges

General Practice - A General Practice is a doctors surgery. A Doctor is a General Practitioner

Complaint - if you are unhappy about something, you make a complaint to the person who can resolve the matter

Patient - a patient is an individual or person who goes to the doctor because they have an medical problem

Conduct - conduct covers all sorts of behaviour. It is about something the doctor did, or did not do

Automatic right - this is a complete right, a natural or regular right

Diagnosis - a decision as to what the problem is

Prognosis - a decision on what the outcome of the problem might be

Cooperate - help or assist

Summaries - this is a shortened version of the full  written text or notes

Confidentiality - this is a respect for keeping your information private and not sharing it with others

Express consent- this is where you are asked the question either in writing or verbally " do you agree to x ". The other form of consent is implied consent where it is taken as a given that you do agree

Respected - appreciated or valued

Consultation - a consultation is a meeting with someone for the purpose of taking advice about a matter

Referral - this is where you are passed on to someone with more appropriate knowledge

Local fees

The fees charged by doctors in general practice in Jersey varies greatly. Doctors can charge whatever they wish.

Rebate - money back

A deduction is given to people who hold a Health Card, i.e. people who have lived in Jersey for a period of a least six months. The amount of the reduction is £15 and it will have been taken off at the time you pay your doctors bill.

Complaints regarding fees

With so many different fees being charged from practice to practice, or even doctor to doctor, there will be times when a patient may wish to question their bill. Before making a complaint elsewhere, you should take the matter up with the receptionist/secretary of the practice concerned. If still unhappy there is a mediator who works for the General Practitioners and the Social Security Department who will offer their opinion on the matter. The contact number for the mediator is available from the Community Benefits Section of the Social Security Department.

Complaints about conduct

Complaints about conduct of General Practitioners should be referred to the Primary Care Team , see link http://www.primarycarebody.com/Contact-Us/Complaints/

Patients' notes

In Jersey patients do not have an automatic right to see their handwritten medical notes. The General Medical Council, however, advises that patients have a right to information about any condition or disease from which they are suffering which should be given to them in a manner easy to follow and include information about diagnosis, prognosis, treatment options, common and/or serious side effects of treatment, likely timescale of treatments and costs if relevant.  

Medical records held on a computer come under the Data Protection (Jersey) Law 2018 and patients do have the right to see what is held on computers about them, doctors would need to make a good case to the Data Protection Commissioner as to why the notes should not be seen by the patient.

Patients' notes are legally the property of the GP (in UK property of NHS). If a patient changes from one GP practice to another, in general, the practice will cooperate in passing on the patient's records or summaries of records. It is the duty of a doctor, if a patient does change practice, to hand over records or other information for use by the new doctor as soon as possible. Doctors may legally keep notes when a patient changes practice.

Confidentiality and the sharing of information

Patients have a right to expect that information about them will be held in confidence by their doctors. However, where patients have agreed to treatment, express consent is not usually needed before relevant personal information is shared to allow the treatment to be provided.

For example, express consent would not be needed before a doctor gives information so that a medical secretary can type a referral letter. Patients should be made aware that personal information about them will be shared within the health care team unless they complain, and of the reasons for this. The wishes of the patient who objects to their information being shared with others providing care, except where this would put others at risk of death or serious harm should be respected.

Visitors to Jersey

See 10. 6. 7. L1

Out of Hours Service at the General Hospital

The GP Co-op Out of Hours Service provide the following:-

  • a visiting GP arrangement for 7 nights per week and
  • an out of hours surgery at the General Hospital, Ground Floor, Gwyneth Huelin Wing (Newgate Street entrance), 7 evenings per week, between 7pm and 11pm and Sunday, 8am to 11pm..

You need to book to use the surgery and you can only book if you are a patient of one of the GP practices which takes part.

The above services also run on public and bank holidays, except Christmas Day where an emergency (visiting GP) service will be provided. Patients should call their GP's surgery telephone number to make an appointment.

Calls made after 11pm by patients, are answered by the Ambulance Service who pass them on to the GP on call.

GP Co-op costs

For a consultation with a GP at the Hospital - Local resident pays £42.04, Visitor or Seasonal Worker pay -£57.04
For a visit by a GP to the patient's home between 8am and 11pm - Local resident £83.77, Visitor or Seasonal Worker-£98.77 and between 11pm and 8am - Local resident £105.13, Visitor or Seasonal Worker-£120.13..

GP Practices who are not part of the Co-op arrangement

Bookings will not be accepted from patients of practices who are not part of the group. Patients of those other practices should discuss their health care options with their GP practice under their own practice arrangements.