TRANSPARENCY PRIVACY INFORMATION FOR PATIENTS
Your Data Matters to the NHS -
Information about your health and care helps us to improve your individual care, speed up diagnosis, plan your local services and research new treatments. The NHS is committed to keeping patient information safe and always being clear about how it is used.
How your data is used
Information about your individual care such as treatment and diagnoses is collected about you whenever you use health and care services. It is also used to help us and other organisations for research and planning such as research into new treatments, deciding where to put GP clinics and planning for the number of doctors and nurses in your local hospital. It is only used in this way when there is a clear legal basis to use the information to help improve health and care for you, your family and future generations.
Wherever possible we try to use data that does not identify you, but sometimes it is necessary to use your confidential patient information.
You have a choice
You do not need to do anything if you are happy about how your information is used. If you do not want your confidential patient information to be used for research and planning, you can choose to opt out securely online or through a telephone service. You can change your mind about your choice at any time.
Will choosing this opt-out affect your care and treatment?
No, choosing to opt out will not affect how information is used to support your care and treatment. You will still be invited for screening services, such as screenings for bowel cancer.
What do you need to do?
If you are happy for your confidential patient information to be used for research and planning, you do not need to do anything.
To find out more about the benefits of data sharing, how data is protected, or to make/change your opt-out choice visit www.nhs.uk/your-nhs-data-matters
SUMMARY CARE RECORD
Summary Care Record
This is an electronic record which contains information about the medicines you take, allergies you suffer from and any bad reactions to medicines you have had.
Why do I need a Summary Care Record?
Storing information in one place makes it easier for healthcare staff to treat you in an emergency, or when your GP practice is closed. This information could make a difference to how a doctor decides to care for you, for example which medicines they choose to prescribe for you.
Who can see it?
Only healthcare staff involved in your care can see your Summary Care Record.
How do I know if I have one?
Over half of the population of England now have a Summary Care Record. You can find out whether Summary Care Records have come to your area by looking at our interactive map or by asking your GP
Do I have to have one?
No, it is not compulsory. If you choose to opt out of the scheme, then you will need to complete a form and bring it along to the surgery. You can use the form at the foot of this page.
For further information visit the NHS Care records website
Confidentiality & Medical Records
The practice complies with data protection and access to medical records legislation. Identifiable information about you will be shared with others in the following circumstances:
To provide further medical treatment for you e.g. from district nurses and hospital services.
To help you get other services e.g. from the social work department. This requires your consent.
When we have a duty to others e.g. in child protection cases anonymised patient information will also be used at local and national level to help the Health Board and Government plan services e.g. for diabetic care.
If you do not wish anonymous information about you to be used in such a way, please let us know.
Reception and administration staff require access to your medical records in order to do their jobs. These members of staff are bound by the same rules of confidentiality as the medical staff.
Freedom of Information
Information about the General Practitioners and the practice required for disclosure under this act can be made available to the public. All requests for such information should be made to the practice manager.
Access to Records
In accordance with the General Data Protection Regulation 2018 and the Data Protection Act 2018, patients can request to see their medical records. Such requests should be made at the Surgery reception by completing an SAR (Subject Access Request) form which will be actioned appropriately. There will be NO charge for requests that are not deemed excessive. No information will be released without the patient consent unless we are legally obliged to do so.
The NHS operate a zero tolerance policy with regard to violence and abuse and the practice has the right to remove violent patients from the list with immediate effect in order to safeguard practice staff, patients and other persons. Violence in this context includes actual or threatened physical violence or verbal abuse which leads to fear for a person’s safety. In this situation we will notify the patient in writing of their removal from the list and record in the patient’s medical records the fact of the removal and the circumstances leading to it.
MAKING A COMPLAINT
How to make a complaint to us:
If you wish to make a complaint or give us good or bad feedback you can make a verbal complaint by talking to one of our Reception team or by speaking to the Practice Manager, if they are available.
Formal complaints need to be made in writing or sent via email to firstname.lastname@example.org. It is fine to make a complaint, no one will treat you badly because of it and it will not affect the care you are given by us. Complain as soon as you can, you must complain within 12 months of the date of the event or within 12 months of the matter coming to your attention. We aim to respond to your written complaint within 7-10 working days.
If you are not happy to complain to this Practice direct or you are not satisfied with the response you have received from this Practice following your formal written complaint you can:
Complain to NHS England:
Via email: email@example.com
By post by writing to NHS England, PO Box 16738, Redditch, B97 9PT
Telephone 0300 311 2233
British Sign Language (BSL): If you use BSL, you can talk to us via a video call to a BSL interpreter. Visit http://www.interpreternow.co.uk/nhs-ccc/
Support making your complaint:
If you need support to make a complaint you can contact NHS Complaints Advocacy at VoiceAbility. They can provide you with an advocate; a person who will help you to complain.
The advocate will:
Ensure that you understand your options
Help you to achieve the outcome you are seeking
You can ask for an advocate to assist you at any point in your complaint. If you would like an advocate to work with you, contact VoiceAbility’s NHS complaints helpline:
Telephone 0300 330 5454
Textphone 07860 022939
The website www.nhscomplaintsadvocacy.org has resources to support you to make a complaint by yourself. These are available in a range of languages, as well as Easy Read and large print formats.
What if you’re still not happy?
If you are still unhappy with the response to your complaint you can appeal to the Parliamentary and Health Service Ombudsman. This cannot be your first port of call. You must first complain to us or to NHS England.
The Ombudsman can only help if:
If this Practice or NHS England have finished looking at your complaint
Or your complaint has not been sorted out after 6 months
Telephone 0345 015 4033
By law you need to contact the Ombudsman within a year of the incident you are complaining about. If it was more than a year ago they may still be able to help if there were good reasons for the delay.
IN TIMES OF BEREAVEMENT
In the unfortunate event that a person has passed away, there are three things that must be done in the first few days;
Get a medical certificate from your GP or hospital doctor (this is necessary to register the death)
Register the death within 5 days (8 days in Scotland). You will then receive the necessary documents for the funeral.
Make the necessary funeral arrangements.
Register the death
If the death has been reported to the coroner (or Procurator Fiscal in Scotland) they must give permission before registering the death.
You can register the death if you are a relative, a witness to the death, a hospital administrator or the person making the arrangements with the funeral directors.
You can use the ‘Register a Death’ page on the gov.uk website that will guide you through the process. This will also explain the registration process for Scotland and Northern Ireland.
Arrange the funeral
The funeral can usually only take place after the death is registered. Most people use a funeral director, though you can arrange a funeral yourself.
Choose a funeral director who’s a member of one of the following:
These organisations have codes of practice - they must give you a price list when asked.
Arranging the funeral yourself
Contact the Cemeteries and Crematorium Department of your local council to arrange a funeral yourself.
Funeral costs can include:
funeral director fees
things the funeral director pays for on your behalf (called ‘disbursements’ or ‘third-party costs’), for example, crematorium or cemetery fees, or a newspaper announcement about the death
local authority burial or cremation fees
Funeral directors may list all these costs in their quotes.
CHEYLESMORE SURGERY NOW COMMUNICATES VIA DIGITAL SERVICES - THIS MEANS OUR PATIENTS MAY RECEIVE COMMUNICATIONS VIA SMS/EMAIL. DIGITAL COMMUNICATIONS MAY CONTAIN PATIENT IDENTIFIABLE INFORMATION WHICH MAY INCLUDE: NAME, DATE OF BIRTH, ADDRESS, NHS NUMBER AND NAMES OF CHRONIC DISEASES. IF YOU DO NOT CONSENT TO THE ABOVE PLEASE EMAIL:
THE CHEYLESMORE SURGERY RECEIVED A 'GOOD' RATING DURING OUR LATEST CQC INSPECTION ON 18TH JULY 2018. PLEASE SEE THE LINK BELOW FOR THE FULL INSPECTION REPORT.
If you require a same day appointment with any of the GP's/GP Registrars please call the Surgery reception on 024 7650 2255 at 8:30am as these appointments are booked on a first come first served basis.
During the hours of 8am to 8:30am and 1pm to 2pm please call: 01926 310310 for the Out of Hours team, outside of these hours and the Surgery opening hours please contact the NHS 111 service if you require medical assistance.