Important Patient Information

Keeping your contact information up-to-date

It is very important that we have your most up-to-date contact information recorded in our system. This means that if we need to contact you for any reason we will be able to reach you successfully. So if your phone number or address changes please let us know as soon as possible. This can be done through the website using the link below. You can also update your information in person at the practice or by writing to us.

Update my contact information

Confidentiality

Click the arrow for details on our duty to keep your information confidential.

All information that we hold about you is kept confidential and secure, whether it is held electronically or on paper and including all of the information held in your medical record. This information is held solely for the purpose of providing medical care, and it will only be shared with your permission and to aid your health and treatment. All staff, whether permanent or temporary, are required by their contracts (and professional codes of conduct in the case of the clinicians) to maintain confidentiality of all personal data that they may come into contact with during the course of their work. There are also legal requirements placed upon all staff by the Common Law Duty of Confidentiality and the Data Protection Act.

There are limited cases in which we can release personal information without a patient’s permission, including when it is in the public interest or there is a legal requirement to do so. However, these cases will be very rare and where appropriate we would still seek permission before releasing information in such a situation. For further information on the situations in which this could occur, please click here.

For further information on specific data-sharing arrangements, please see below.

Click here to read our confidentiality policy.

Data sharing

Here is some detail on significant NHS data sharing programmes which are either in place or in development. Please read this information carefully and decide whether or not you are happy for your data to be shared in these ways.

The Summary Care Record (SCR) allows basic health information from your GP medical record to be viewable by other healthcare providers (such as Out-of-Hours GP services or A&E departments) in order that they are better equipped to provide you with appropriate care.

The information available in your SCR is your current and recent medication, any allergies you have and any record of adverse reactions to medication you have experienced. If medical staff ever wish to access your SCR, they will need to get your permission to do so (unless this is not possible (e.g. you are unconscious) and the need to view the information is urgent).

If you are happy for this information to be available to other healthcare providers, then you do not need to take any action.

If you do not want your information to be available in this way, you can opt out by completing this form and returning it to the practice.

If you have previously opted out of having an SCR but would now like to have one, please let us know in writing and we can update your records.

For further information, please read this leaflet.

A new NHS data-sharing programme is currently under development, and will result in the greater sharing of personal patient data, including data which could potentially allow patient identification. This programme is called Care.data.

This programme has been delayed several times due to concerns that the public were not adequately aware of what it entailed and how to opt out if they wished. It is still planned to be implemented nationwide, but as of yet there is no concrete date for this implementation.

Care.data would allow personal data from your GP record to be extracted and held in a national database by the Health and Social Care Information Centre (HSCIC). This would then be matched up to data about you from other healthcare services. It would then be possible for requests to be made to access this data – these could be made by NHS bodies such as Clinical Commissioning Groups; other providers of healthcare services, such as councils; researchers, such as university departments; or private organisations. Most data released would be anonymised or aggregated (meaning that it would not be possible to identify individuals from the data) but it is possible that identifiable data would also be released in some circumstances.

If you are happy for your data to be extracted as part of this programme, you do not need to take any action – once the programme is up-and-running, your data will automatically be taken.

If you do not wish your data to be used in this way, please complete this form and return it to the practice and we will update your records accordingly. Please note, if you wish to opt out then this should be done sooner rather than later, as once your data has been extracted it cannot be removed from the HSCIC database (but an opt out would prevent future data from being extracted).

For further information, please read this leaflet, or call the patient information line on 0300 456 3531.

Our clinical software (EMIS) has the ability to allow other local healthcare providers to view your medical record for the purposes of providing care and treatment to you.

If you are happy for your medical record to be viewed in this way then you do not need to take any action.

If you do not wish for your medical record to be viewed in this way, then please complete this form and return it to the practice so that we can update your record accordingly.

We have an agreement with these organisations that allows them to access data from our clinical systems – however the data they access is not patient identifiable, so there is no risk of a breach of confidentiality. This data is used by them to monitor and evaluate the services that they provide/commission/support as well as the general health needs of the local population.

How to request a copy of your medical records

Under the Data Protection Act, you have the right to request a copy of the information held about you by any organisation, including the practice. This is known as a Subject Access Request (SAR).

In order to make an SAR, you should submit your request in writing and provide us with a contact name and address. There will be a fee for the provision of your records, which will generally be between £10 and £50, depending on the size of your records. You will be required to attend the practice in person and provide photo ID when collecting the records.

In some circumstances it may be necessary to withhold some of your records. This would only be done in situations where the following applied:

  • Your record contains details of a third party (other than a healthcare professional) – without the consent of the third party, it is not normally permitted to release this information.
  • Information contained in the record about your physical or mental health or condition would be likely to cause serious harm to you or to another person’s physical or mental health or condition.

In these circumstances, we would only redact the specific information that we could not reveal, and the remainder would be released to you.

It is also possible to request a viewing of your medical records rather than a physical copy. This would obviously need to take place at the practice, and a member of staff would be required to be present throughout to ensure that only your record was accessed. Again, we would require photo ID to be provided before we could allow such access.

How to feedback on services

We welcome feedback from our patients on the services we offer. You can submit feedback in various ways:

  1. Complete a comment slip and place it in our Suggestions box in the waiting area.
  2. Complete and submit this online form.
  3. Complete the Friends and Family Test slips available in the waiting area, and put them in the box provided – this is a standard question being used by NHS services throughout the country to monitor patient satisfaction, which asks whether or not you would recommend the practice to your friends and family. We also randomly text this question to a selection of patients each month following a visit to the surgery – if you supply us with your mobile phone number you may receive such a text, but be assured that there is no obligation to respond.
  4. You can leave a comment on our NHS Choices page.

If you would like to complain, please see the section below.

How to complain

Click the arrow for details of how to make a complaint.

The practice and its staff work hard to provide every patient with a high standard of care, but we acknowledge that there may be times when patients feel that we have not achieved these standards and are dissatisfied with the service they have received. We encourage patients in this position to submit a complaint to us to allow recognition of any areas where improvements could be made and facilitate action to address any problems identified.

If you would like to make a complaint about the practice, please see our complaints policy for details of the process to follow.

 

 

Online services

The practice offers two separate online services:

  • Appointment booking and repeat prescription ordering
  • Access to summary medical information, which currently includes medication, allergies and adverse reactions. More information will become accessible over the coming years.

Click here if you are already registered for online booking

Registration process

The majority of patients will be able to register for these services, but there are eligibility criteria that must be met before access will be allowed. Please read the relevant information leaflet below before registering, and remember that our registration process is designed to ensure that we only allow appropriate access to patients’ online medical information.

Click the arrow for further details on the registration process.

  1. You will need to submit your name to the practice initially, and then wait a week before completing registration – you can do this by coming into the practice and talking to our receptionists. We require this to be done because we need to ensure that we do not register any patient who we have reason to believe would be put at risk by us allowing access to online medical information (e.g. by being coerced into revealing their login information). This will not be an issue for the vast majority of patients, but we have a duty to ensure that we protect the safety of our patients’ data and this means that the risk posed by online access is one we must take seriously. Therefore we check every patient who wishes to use the service prior to registration, to ensure that any such risks are identified. We appreciate your understanding and co-operation in this matter.
  2. Before registration, please read the relevant information leaflet to ensure that you are eligible to receive access, and then complete the relevant application form (see below).
  3. Return to the practice after a week with the completed application form. At this point, the receptionist will need to see some photographic ID, and also proof of your parental responsibility if you are registering on behalf of your child.
  4. The receptionist will then print off a registration sheet for the service(s) you have requested.
  5. You will then be able to access these services online, using the login information provided on the registration sheet.

Please note: if you forget your password or lose your registration sheet, you will have to return to the practice with your photographic ID so that we can reprint you a copy.