For this country to enjoy the provision of health and care services which are the best in the world, helping its population to experience:
To be the urgent healthcare provider and partner of choice for the NHS, with a range of services which will allow them to provide better clinically led, evidenced based, innovative and sustainable services for patients
We believe that in delivering our care we need to:
Vocare acknowledges that anyone who comes into contact with children and young people has a duty to safeguard and promote their welfare and should know what to do if they have any concerns.
Vocare has a clear, concise and comprehensive Safeguarding Children Policy which has been approved by your local children’s safeguarding leads. The underlying principle is to enable Vocare staff, following their statutory duty, to carry out their duty in relation to suspected child abuse or neglect and to acknowledge that the overriding principle behind this is that the child’s safety and welfare are paramount.
Vocare will protect children by following national child protection guidance within their own activities and in their dealings with other organisations, and has thus made arrangements to safeguard children under Section 11 Children Act 2004. Vocare has identified the Organisational Medical Director as the nominated safeguarding doctor.
The policy and procedure are underpinned by key pieces of legislation and statutory guidance and do not replace the Local Safeguarding Children Board (LSCB) guidance which should be consulted as a reference and advisory resource when appropriate. This information is available on clinical commissioning group and Local Authority websites.
Vocare will work with partner organisations to protect children and participate in reviews established in ‘Working together to safeguard children’ (2013). Vocare will therefore co-operate in the management of the LSCB and will consequently share responsibility for the effective discharge of its functions.
Vocare has agreed systems, standards and protocols regarding sharing information regarding a child and their family to partner organisations with reference to ‘Statutory guidance on making arrangements to safeguard and promote the welfare of children’, by applying the guidance provided by HMG in ‘Information sharing, guidance for practitioners and managers’ (2008), and in the publication ‘Further guidance on legal issues’ (2008).
The Chief Executives of the commissioning groups have responsibility and overall accountability for ensuring that any contribution to the safeguarding and promoting of children’s welfare is discharged effectively through health service providers.
Vocare will ensure that all staff fulfil their mandatory training requirements regarding safeguarding.
Dr Jim Heptinstall
All patient records, including paper and computer-based records are confidential. They are protected by the Data Protection Act 1998 which lays down legal requirements for computer users such as Vocare. The Data Protection Act 1998 came into force on 1 March 2000. It sets out rules for processing personal information and applies to paper records as well as data held on computers.
The Data Protection Act states that those who record and process personal information must be open about how the information is used and must follow the eight principles of good information handling. These principles state that data must be:
By law, data controllers have to keep to these principles.
We will pass on specific information only if there is a genuine clinical need for it. Anyone who receives information from us is also under a legal duty to keep it confidential.
Sometimes the law requires us to pass on information e.g. to notify a birth or when we encounter infectious diseases that may endanger the safety of others. Data may be gathered for audit purposes and in development of medical care or other NHS services.
All our staff and other NHS members who access your data are legally bound to keep this confidential.
We are fully compliant with the Freedom of Information Act 2000.
By law you have the right to request access to your health records reflecting your contact with Vocare.
Vocare takes the privacy of patients very seriously and all consultations are carried out in a private room.
As an organisation Vocare acknowledges that we are always trying to develop the service and we therefore value your comments. From time-to-time Vocare will request information from users via anonymous surveys in order to develop the service by learning from our users’ opinions. Participation in these surveys is completely voluntary and the user therefore has a choice whether or not to disclose this information.
We provide high quality health services designed around patient need.
Vocare has a zero tolerance policy of violence including abusive language against its entire staff.
Further Data Protection Guidance for our NHS 111, GP Out Of Hours and Urgent Care services can be found on the totally plc website.
Vocare aims to offer patients timely and equitable access to its services, in line with the NHS Constitution 2013 to support the delivery of high quality, effective and efficient patient care and the achievement of the organisations core objectives and statutory obligations.
Vocare will offer patients timely, equitable and transparent access to our services.
Patient safety is our paramount priority and all staff are expected to make decisions in the best interests of patients based on their clinical judgment at the time.
The management of Vocare wishes to pursue a policy which promotes health, safety and welfare throughout the organisation by offering a proactive and committed approach to their responsibilities, and in doing so, ensuring a safe and health risk free place of work. We are committed to a culture conducive to maintaining high standards of health, safety and welfare management for our employees, associates and all other persons who may be affected by our undertaking. We will provide working conditions which comply with all relevant statutory requirements, and officially approved codes of practice.
Vocare is committed to:-
Vocare recognises, without detraction from its responsibilities as an employer that Vocare executive management have a duty within their areas of responsibility to take all necessary steps to implement the Vocare Health and Safety Policy, and any supplementary Health and Safety arrangements or procedures provided for the safe operation of their undertaking and will provide competent technical advice on health and safety matters to assist in complying with the requirements of all Health and Safety legislation which is relevant to the Vocare undertaking.
It is Vocare policy that all levels of management and staff will offer full support to achieving the organisations goal of a safe and risk free environment, and be active in maintaining the culture and attitude which enhances the promotion of health and safety activities.
Employees are reminded of their general duty under section 7 of the Health and Safety at Work Act 1974, to take reasonable care of the health and safety at work of themselves and others who may be affected by their acts or omissions and are expected to cooperate with any person discharging a duty relating to health and safety matters or function. Failure by individuals to comply with the requirements of this policy, or interfere with arrangements or safeguards introduced for their health, safety or welfare, may lead to disciplinary action.
No Health and Safety Policy can be successful unless it actively involves employees. Vocare will seek support from employees by the appointment of Safety Representatives, which include sufficient facilities to carry out this function and will offer conformity to related Safety Representative legislative requirements.
This policy and its arrangements demonstrate the organisations commitment to providing a safe environment which is without risk to health and offering good standards of welfare facilities. The executive management will endeavour to ensure a fully committed approach to complying with the statements made in this document and will review its effectiveness whenever necessary or appropriate.
A copy of this general statement will be issued to all employees, associates and contractors undertaking work on behalf of Vocare. This document will be reviewed periodically for legislative conformity and, where necessary, modified in relation to such changes.
Policy approved by: Andy Gregory
Vocare keeps records about the healthcare and treatment patients receive. This helps to ensure that patients receive the best possible care from us.
Everyone working for the NHS and bodies associated with this such as Vocare must comply with the Common Law Duty of Confidence. Information you provide to the organisation in confidence will only be used for the purposes explained to you and to which you consented, unless there are other circumstances covered by the law. Vocare complies with the NHS Confidentiality Code of Conduct. All our staff are required to protect your information, inform you of how your information will be used, and allow you to decide if and how your information can be shared. All our staff are trained in information governance.
The organisation holds information about you in accordance with the Data Protection Act 1998.
Your information will be used to
With your consent we will share your personal information with other organisations for healthcare purposes only. This may be with your general practitioner, district nursing, health visitors and school nurses and other relevant primary care agencies as well as with local hospitals and local ambulance services.
We may need to share information from your health records with other non-NHS organisations from which you are also receiving care, such as Social Services. However, we will not disclose any health information to third parties without your explicit consent unless there are exceptional circumstances, such as when the health or safety of others is at risk or where the law requires it.
We may also be asked by other statutory bodies to share basic information about you, such as your name and address, but not sensitive information from your health records. This would normally be to assist them to carry out their statutory duties. In these circumstances, where it is not practical to obtain your explicit consent, we are informing you through this notice, which is referred to as a Fair Processing Notice, under the Data Protection Act.
These non-NHS organisations may include, but are not restricted to:
We may use your details to contact you with regards to our anonymous patient satisfaction surveys relating to services you have used provided by Vocare. This is to improve the way we deliver healthcare to you and to other patients.
At any time you have the right to refuse/withdraw consent to information sharing. The possible consequences will be fully explained to you and could include delays in receiving care.
Patients may request sight of their own records by contacting the Vocare Assurance Department
To learn more about how we use your information, please speak to the health professionals concerned with your care. Further information may be provided by the Vocare Assurance Department.
Registration Number: ZA164302
Registration Expires: 31st March 2020
Data Controller: Vocare
Balliol Business Park
Newcastle Upon Tyne
Tyne & Wear
Do you require someone to accompany you when you see the doctor?
Do you require someone to accompany you? This person will act as a guide or companion whose purpose is to ensure that the examination is carried out in an appropriate way.
Vocare is committed to providing a safe, comfortable environment where patients and staff can be confident that best practice is being followed at all times and the safety of everyone is of the highest importance.
All patients are entitled to have a chaperone present for any consultation, examination or procedure if you would like one.
Wherever possible we would ask you to make this request when you book your appointment so that arrangements can be made and your appointment is not delayed in any way. Where this is not possible we will try to provide a formal chaperone at the time of request.
Your healthcare professional may also require a chaperone to be present for certain consultations in accordance with our chaperone policy.
If you would like to see a copy of our chaperone policy or have any questions or comments regarding this please contact the receptionist.
Dr Jim Heptinstall
This is the statement of the Financial Year 2019/2020.
The Modern Slavery Act 2015 is intended to tackle modern slavery by consolidating various offences relating to human trafficking and slavery. The Transparency in Supply Chains Clause (clause 6) was added retrospectively to the act and requires organisations to report on the processes and due diligence taken to ensure that their supply chains are slavery free and publish a slavery and human trafficking statement each financial year.
Vocare is a healthcare organisation providing call advisers, clinician advisers for NHS 111, nursing, paramedic and pharmacy staff as well as GPs. It provides support staff in administrative, reception, managerial and driving roles.
Our business suppliers involve technological companies, pharmaceutical and health care suppliers and office equipment suppliers.
Vocare acknowledges responsibility to the Modern Slavery Act and will ensure transparency within the organisation. Vocare has well established and robust recruitment and vetting procedures, details of which are found in its Safer Recruitment Policy. Although it undertakes due diligence within its own business regarding its position on slavery and human trafficking, it cannot provide assurance that our suppliers undertake similar thoroughness. However, Vocare is seeking such assurances and has undertaken a request of the review of such controls by our suppliers. Vocare will not deal with any business knowingly involved in slavery or human trafficking.
We assure ourselves that our internal processes are sufficiently rigorous by undertaking routine audits of our staff as well as ad hoc checks.
We are arranging that our staff will undertake online training in raising awareness of slavery and trafficking.
The Head of Human Resources will be responsible for compliance and the Head of Assurance for assuring Vocare that these measures have been successfully undertaken. The Vocare Council will review and ratify these provisions on an annual basis.
This policy statement will be reviewed annually and published on the company's websites.
Dr Jim Heptinstall
Fraud against the NHS means that the money intended for patient care, and funded by the taxpayer, ends up in the pockets of those who did not legitimately earn it. It means fewer resources are available to be spent on frontline health services such as patient care, health care facilities, doctors, nurses and other staff.
NHS Protect is a "Prescribed Person" under the Public Interest Disclosure Act 1998 (PIDA) and exists to tackle fraud (including bribery, corruption or wider economic crime) anywhere it is found in the NHS in England and Wales. With your assistance, we can do this better.
Anyone who wishes to give information about fraud in the NHS can call the NHS Fraud and Corruption Reporting Line, powered by Crimestoppers, on 0800 028 40 60 anonymously at any time to report concerns of fraud within the NHS.
As well as the anonymous phone number, information can be given in confidence online if preferred, through NHS Protect's online form at www.reportnhsfraud.nhs.uk
Information Security and Data Protection are pivotal to Vocare’s business in delivering innovative, high quality healthcare services to our patients, and as such the Introduction of GDPR, which comes into force on May 25th 2018, is a welcome opportunity to review and refresh such activity within our organisation.
Vocare is committed to the highest standards of data protection and information security, and we operate an Information Security Management System (ISMS) which adheres to the highest recognised standards, including ISO27001.
Our GDPR preparation has included a comprehensive review of all internal processes, procedures and associated documentation to ensure full readiness.
Vocare will be compliant with all applicable GDPR regulations, and will work closely and collaboratively with all customers, partners and peers to facilitate compliance with these requirements as widely as possible.
We are also committed to ongoing review and careful observation on all matters within the scope of GDPR, so that a process of continual re-examination, training, risk management and improvement is embedded both within our organisation and employee culture.
Any questions relating to GDPR and Vocare can be referred in the first instance to