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Requests for Service from GP, Other Healthcare Practitioners and/or Paramedic/Emergency Medical Services Policy

Policy Statement

It is the policy of {{org_field_name}} that all people who use services always have access to their GP or emergency services as needed, for example, when taken ill or following an accident, so that any health problems are dealt with quickly and efficiently. The policy should be linked to other healthcare policies, including those on:


Routine non-urgent attendance of GP

  1. All people who use services have a named GP and GP practice, which will be contacted as needed in normal surgery or opening hours or by following its out of hours’ service arrangements.
  2. All necessary contact details are included on each person’s care records, to be accessed as required.
  3. If a person develops a health problem or requests to see their GP or relevant other healthcare practitioner, the duty manager/registered nurse/delegated person will contact the surgery to make the necessary appointment following the medical practice’s procedures. An appointment might be made to be seen at the medical practice or for the relevant practitioner to visit the person in {{org_field_name}}.
  4. The relevant staff member will inform the person who uses services about any appointment and discuss the arrangements that might be needed, for example, about times, transport and the involvement of relatives and others whom the person might want to have available.
  5. The care plan will be updated with the time and date of request, and time and date of appointment.
  6. Any records the GP/healthcare practitioner may need will be readily available.
  7. Staff will ensure that any appointment at the home is carried out in private and retains the person’s dignity.
  8. Appropriate examination equipment will be available and there will be facilities for the GP/healthcare practitioner to wash and dry his or her hands.
  9. Appropriate staff members and/or relatives will always be on hand to make sure that the person understands what is happening and to provide help with any communication difficulties.
  10. The following will be checked before the GP/healthcare practitioner leaves:
    a. that alterations to medication records are made
    b. any prescription is written
    c. the GP/attending professional updates and signs the care plan.
  11. The following will be carried out after the GP has left:
    a. the plan of care and the daily report will be updated with the details of the visit
    b. any instructions the GP has given to the person will be reinforced and understanding will be checked
    c. any required specimens will be collected as requested
    d. the person’s relatives will be updated as to the nature and outcome of the visit.

Urgent attendance, including out of hours’ attendance

It is the responsibility of the duty manager/registered nurse to assess the urgency of any health problems presented by the person who uses services and to decide if a condition warrants immediate attention from the person’s GP/out of hours’ service/paramedical services. The duty manager will be responsible for contacting or arranging for an appropriate person to contact the selected service. In doing so, the following procedures will be followed.

  1. The date and time that the GP/emergency services are called and the time of arrival will be recorded in the person’s care plan and on any daily report sheet used.
  2. The person’s relatives will be informed of their condition and progress in line with the person’s wishes and/or best interests (if lacking mental capacity).
  3. A member of staff will stay with the person to await the arrival of the GP/emergency services.
  4. The duty manager/designated person will keep in contact with the called for service in the event of any delay or deterioration in the person’s condition.
  5. Any changes to times/receipt of service will be recorded on the person’s care plan and report sheets.
  6. The situation will be continually monitored by a senior member of staff and other action will be taken if necessary.
  7. If an emergency admission to hospital is required, the relevant action will be taken and the procedures described in the Transfer to, Stay In and Discharge from Hospital policy will apply.
  8. All relevant information held in the person’s care records, such as medical condition, current medication, advanced care decisions and DNAR forms will be made available to the attending service as needed and in line with agreed information sharing protocols.


All staff receive the necessary training to understand and apply the home’s procedures in the different situations in which medical help might be required.

Responsible Person: {{org_field_registered_manager_first_name}} {{org_field_registered_manager_last_name}}

Reviewed on: {{last_update_date}}

Copyright ©2024 {{org_field_name}}. All rights reserved

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