Practice Policies & Patient Information

Complaints

We make every effort to give the best service possible to everyone who attends our practice.

However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.

To pursue a complaint please contact the practice manager who will deal with your concerns appropriately. Further written information is available regarding the complaints procedure from reception.

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

GDPR _ how we use your information

GDPR – is the EU General Data Protection Regulation law coming into effect on the 25th May 2018, feel free to call in to surgery and pick up a leaflet or click on the link below:

Everyone working for the NHS has a legal duty to keep information about you confidential.

We have a duty to;
– Maintain full and accurate records of the care we provide to you
– Keep records about you confidential, secure and accurate
Provide information in a format that is accessible to you (i.e., in large type if you are partially sighted).

We will not share information that identifies you for any reason, unless:
• you ask us to do so;
• we ask, and you give us specific permission;
• we must do this by law;
• we have special permission for health or research purposes or
• we have special permission because the interests of the public are thought to be of greater importance than your confidentiality

Who are our partner organisations?
We may share information with the following main partner organisations:
 NHS England
 Our Commissioners
 NHS Trusts / Organisation (Hospitals, CCG’s)
 Ambulance Service
 Social Services

We may also share your information, with your consent and subject to strict sharing protocols about how it will be used,
With:
 Education Services
 Local Authorities
 Voluntary Sector Providers
 Private Sector

How we use your information

GDPR Poster

Birches Head & Hulton House Privacy Notice

GP Net Earnings

All GP practices are required to declare the mean earnings (e.g. average pay) for GPs working to deliver NHS services to patients at each practice.

The average pay for GPs working in Birches Head medical Centre in the last financial year was £161,862 before Tax and National Insurance.

This is for 3 full time GPs, 0 part time GPs and 0 locum GP’s who worked in the practice for more than six months.

Our CQC Rating

Summary Care Record

There is a new Central NHS Computer System called the Summary Care Record (SCR). It 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.

More Information

For further information visit the NHS Care records website

Violence Policy

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.