Comments, Suggestions and Problems
If you are satisfied, disappointed, or have any suggestions on how we can improve our services, please tell us.
You can talk to the Practice Manager or Assistant Practice Manager, fill in a complaints form (available from reception) or discuss the matter with your Doctor. We have a formal complaints procedure.
Alternatively you can contact NHS England on 0300 311 22 33 or England.email@example.com
Should you wish to seek independent advice regarding complaining against any NHS service, please consider contacting POhWER or PALS (details below). These organisations offer a confidential and free service and can advise and assist you to voice your complaint in a constructive manner.
POhWER - NHS complaints advocacy service may be able to help support you. http://www.pohwer.net/
PALS 0800 028 3693
Newark and Sherwood CVS, 67 Northgate
Newark, NG24 1HD
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.
Patient confidentiality for teenagers
Consultations between a doctor and patient are confidential. The bottom line is, if you don't want your parents or anyone else to be involved, they don't have to be.
What's discussed during a consultation should go no further, unless you give permission for your doctor to inform someone else. That means the receptionist or practice nurse are also not allowed to divulge that you've been at the practice or what was said or found by the doctor.
You can insist that your doctor doesn't write anything down on paper or record anything on the computer, although it's usually a good idea as it helps the doctor later to have some sort of notes.
Occasionally, your doctor may encourage you to talk to your parents about your problem or ask for permission to contact them. This is because they feel it will help you. They may feel you don't fully understand the treatment you need, or believe that adult help is necessary.
If you definitely don't want your parents involved, you may be encouraged to talk to a grandparent, aunt or uncle, or older brother or sister, but the doctor cannot insist.
Many teenagers see their doctor for the contraceptive pill. If you're under 16 your doctor will only prescribe this - or any other medication - if they think you're mature enough to understand how to use it correctly, and you're aware of the implications and risks involved.
On very rare occasions (if it's felt to be in the best interest of the patient's health and safety) a doctor will breach confidentiality. However, this only happens in exceptional circumstances - for example, if a person with epilepsy is having fits and yet continues to drive.
How to handle your appointment
- Speak to your doctor honestly, it'll be easier for them to help you. Never be frightened to tell your doctor something, they won't announce it to the world and they won't judge you.
- Take a friend with you. This can give you confidence and sometimes it's easier for a friend to tell your doctor about what you want or what's on your mind.
- Write down what you want to ask and take notes about your doctor's advice.
- If you don't understand what your doctor's saying, ask them to explain it more clearly - they won't mind and are happy to help you understand things better.
- If you'd prefer to see either a male or female doctor, tell the receptionist when you make the appointment.
- You don't have to tell the receptionist why you want to see a GP.
Freedom of Information
The ICO has published a new Model Publication Scheme that all public authorities are required to adopt by 1st January 2009.
Model Publication Scheme - further information
2014 Publication scheme.doc
Access to Medical Records Policy
This practice is committed to protecting patients’ confidentiality whilst upholding their rights to access their medical records. All access requests by patients and their representatives will be:
· treated promptly (always within one calender month, but sooner if possible)
· verified to ensure that the person requesting access has the right to do so
· treated openly, with patients and their representatives being offered explanations of any information that they do not understand.
1. Access to medical records is allowed under the Data Protection Act 2018 and the GDPR 2016. The following people are entitled to access:
b. patients’ representatives, provided they have the patient’s consent or a court order
c. parents of a patient aged under 18 (16 in Scotland), although the patient’s consent will be requested if they have the capability to give it.
2. Access can take the form of:
a. viewing the record, and/or
b. receiving a permanent copy of the record or parts of the record.
3. The Practice Manager is the practice’s data controller. All requests for access should be addressed to the data controller.
When a request is received, the data controller will:
a. verify the identity of the requestor and verify their right to access
b. liaise with the patient’s healthcare team to plan the access
c. contact the patient to arrange a suitable time to access their records.
4. The practice is obliged to withhold certain types of information as follows:
a. information within the record that relates to an identifiable third party, unless the third party gives consent or is a health professional
b. information that would cause serious harm to the patient or another person
c. if a third party is seeking access with consent, information that the patient previously asked or expected not to be disclosed
d. information subject to legal professional privilege between a patient and their legal advisor
e. information restricted by a court, as it relates to current family and child court proceedings
f. information about a person being born as the result of fertility treatment
g. information prohibited by legislation concerning adoption reports and records, statements of a child’s special educational needs and parental order records and reports.
However, access will be given to the rest of the record.
5. If a patient wishes to view their medical record, the practice will ensure that a health professional is available to explain any terms that the patient does not understand. If a patient requests a copy of their medical record, the practice will provide an accompanying explanation of any terms that may not make sense to the patient.
6. If a patient disagrees with an opinion in the record or identifies an inaccuracy in the record, the record will be amended by noting the inaccuracy or disagreement alongside the original entry. The inaccuracy or opinion in question cannot be deleted as it may have a bearing on the medical history or future treatment.
7. Access to manual records of deceased patients which were made after 1 November 1991 is allowed under the Access to Health Records Act 1990. The records of deceased patients are generally held by PCSE and applications for access should be made to that organisation.
If the records are still held by the practice, access will be granted to people with a claim arising from the death of the patient in accordance with the Act.
Summary Care Record
There is a new Central NHS Computer System called the Summary Care Record (SCR). The Summary Care Record is meant to help emergency doctors and nurses help you when you contact them when the surgery is closed. Initially, it will contain just your medications and allergies.
Later on as the central NHS computer system develops, (known as the ‘Summary Care Record’ – SCR), other staff who work in the NHS will be able to access it along with information from hospitals, out of hours services, and specialists letters that may be added as well.
Your information will be extracted from practices such as ours and held on central NHS databases.
As with all new systems there are pros and cons to think about. When you speak to an emergency doctor you might overlook something that is important and if they have access to your medical record it might avoid mistakes or problems, although even then, you should be asked to give your consent each time a member of NHS Staff wishes to access your record, unless you are medically unable to do so.
On the other hand, you may have strong views about sharing your personal information and wish to keep your information at the level of this practice. Connecting for Health (CfH), the government agency responsible for the Summary Care Record have agreed with doctors’ leaders that new patients registering with this practice should be able to decide whether or not their information is uploaded to the Central NHS Computer System.
For existing patients it is different in that it is assumed that you want your record uploaded to the Central NHS Computer System unless you actively opt out.
For further information visit the Connecting for Health Website
If you choose to opt out of the scheme, then you will need to complete a form and bring it along to the surgery.
General Data Protection Regulation 2016
Practice Privacy notice
How we use your information
This privacy notice explains why we as a Practice collect information about our patients and how we use that information.
Barnby Gate Surgery manages patient information in accordance with existing laws and with guidance from organisations that govern the provision of healthcare in England such as the Department of Health and the General Medical Council.
We are committed to protecting your privacy and will only use information collected lawfully in accordance with:
- Data Protection Act 2018
- Human Rights Act 1998
- Common Law Duty of Confidentiality
- Health and Social Care Act 2012
- NHS Codes of Confidentiality and Information Security
As data controllers, GPs have fair processing responsibilities under the Data Protection Act 2018. In practice, this means ensuring that your personal confidential data (PCD) is handled clearly and transparently, and in a reasonably expected way.
The Health and Social Care Act 2012 changed the way that personal confidential data is processed, therefore it is important that our patients are aware of and understand these changes, and that you have an opportunity to object and know how to do so.
The health care professionals who provide you with care maintain records about your health and any NHS treatment or care you have received (e.g. NHS Hospital Trust, GP Surgery, Walk-in clinic, etc.). These records help to provide you with the best possible healthcare.
NHS health records may be processed electronically, on paper or a mixture of both; a combination of working practices and technology are used to ensure that your information is kept confidential and secure. Records held by this GP practice may include the following information:
- Details about you, such as address and next of kin
- Any contact the practice has had with you, including appointments (emergency or scheduled), clinic visits, etc.
- Notes and reports about your health
- Details about treatment and care received
- Results of investigations, such as laboratory tests, x-rays, etc.
- Relevant information from other health professionals, relatives or those who care for you
The practice collects and holds data for the sole purpose of providing healthcare services to our patients and we will ensure that the information is kept confidential. However, we can disclose personal information if:
- It is required by law
- You provide consent – either implicitly or for the sake of their own care, or explicitly for other purposes
- It is justified to be in the public interest
Some of this information will be held centrally and used for statistical purposes. Where we hold data centrally, we take strict and secure measures to ensure that individual patients cannot be identified.
Information may be used for clinical audit purposes to monitor the quality of service provided, and may be held centrally and used for statistical purposes. Where we do this we ensure that patient records cannot be identified.
Sometimes your information may be requested to be used for clinical research purposes – the practice will always endeavour to gain your consent before releasing the information.
Improvements in information technology are also making it possible for us to share data with other healthcare providers with the objective of providing you with better care.
Patients can choose to withdraw their consent to their data being used in this way. When the practice is about to participate in any new data-sharing scheme we will make patients aware by displaying prominent notices in the surgery and on our website at least four weeks before the scheme is due to start. We will also explain clearly what you have to do to ‘opt-out’ of each new scheme.
A patient can object to their personal information being shared with other health care providers but if this limits the treatment that you can receive then the doctor will explain this to you at the time.
If you provide us with your mobile phone number we may use this to send you reminders about any appointments or other health screening information being carried out.
Risk stratification is a process for identifying and managing patients who are at high risk of requiring emergency or urgent care. Typically this is because patients have a long term condition such as COPD, cancer or other medical condition at risk of sudden worsening. NHS England (the national Commissioning Board) encourages GPs to use risk stratification tools as part of their local strategies for supporting patients with long-term conditions and to provide care plans and planned care with the aim to prevent avoidable admissions or other emergency care.
Information about you is collected from a number of sources including NHS Trusts and from this GP practice. A risk score is then arrived at through an analysis of your de-identified information using software provided by Ehealthscope as the data processor and is provided back in an identifiable form to your GP or member of your care team as data controller.
Risk stratification enables your GP to focus on preventing ill health and not just the treatment of sickness. If necessary your GP may be able to offer you additional services.
Please note that you have the right to opt out of Risk Stratification.
Should you have any concerns about how your information is managed, or wish to opt out of any data collection at the practice, please contact the practice, or your healthcare professional to discuss how the disclosure of your personal information can be limited.
Patients have the right to change their minds and reverse a previous decision. Please contact the practice, if you change your mind regarding any previous choice.
If you have received treatment within the NHS your personal information may be shared within a strictly monitored, secure and confidential environment in order to determine which Clinical Commissioning Group should pay for the treatment or procedure you have received.
Information such as your name, address and date of treatment may be passed on to enable the billing process - these details are held in a secure environment and kept confidential. This information will only be used to validate invoices, and will not be shared for any further commissioning purposes.
How do we maintain the confidentiality of your records?
We are committed to protecting your privacy and will only use information collected lawfully in accordance with the Data Protection Act 1998 (which is overseen by the Information Commissioner’s Office), Human Rights Act, the Common Law Duty of Confidentiality, and the NHS Codes of Confidentiality and Security. Every staff member who works for an NHS organisation has a legal obligation to maintain the confidentiality of patient information.
All of our staff, contractors and committee members receive appropriate and regular training to ensure they are aware of their personal responsibilities and have legal and contractual obligations to uphold confidentiality, enforceable through disciplinary procedures. Only a limited number of authorised staff have access to personal information where it is appropriate to their role and is strictly on a need-to-know basis.
We maintain our duty of confidentiality to you at all times. We will only ever use or pass on information about you if others involved in your care have a genuine need for it. We will not disclose your information to any third party without your permission unless there are exceptional circumstances (i.e. life or death situations), or where the law requires information to be passed on.
Who are our partner organisations?
We may also have to share your information, subject to strict agreements on how it will be used, with the following organisations:
- NHS Trusts
- Specialist Trusts
- Independent Contractors such as dentists, opticians, pharmacists
- Private Sector Providers
- Voluntary Sector Providers
- Ambulance Trusts
- Clinical Commissioning Groups
- Social Care Services
- Local Authorities
- Education Services
- Fire and Rescue Services
- Other ‘data processors’
Access to personal information
You have a right under the Data Protection Act 2018 to access/view information the practice holds about you, and to have it amended or removed should it be inaccurate. This is known as ‘the right of subject access’. If we do hold information about you we will:
- give you a description of it
- tell you why we are holding it
- tell you who it could be disclosed to
- let you have a copy of the information in an intelligible form
If you would like to make a ‘subject access request’, please contact the practice manager in writing. There may be a charge for this service. Any changes to this notice will be published on our website and on the practice notice board.
The practice is registered as a data controller under the Data Protection Act 1998. The registration number is Z6833463 and can be viewed online in the public register at http://www.ico.gov.uk/
Change of Details
It is important that you tell the person treating you if any of your details such as your name or address have changed or if any of your details such as date of birth is incorrect in order for this to be amended. You have a responsibility to inform us of any changes so our records are accurate and up to date for you.
The Data Protection Act 2018 requires organisations to register a notification with the Information Commissioner to describe the purposes for which they process personal and sensitive information. This information is publicly available on the Information Commissioners Office website www.ico.org.uk. The practice is registered with the Information Commissioners Office (ICO).
Who is the Data Controller?
The Data Controller, responsible for keeping your information secure and confidential is Barnby Gate Surgery. Any changes to this notice will be published on our website and displayed in prominent notices in the surgery.
The Partnership is registered as a data controller under the Data Protection Act 1998 registration number Z6833463. Our registration can be viewed on-line in the public register at www.ico.gov.uk
Website and Social Media
We will use the Internet to communicate with the public and promote public participation. Through our social media accounts and website, we will post photos, videos, and sound recordings of our work and events, which may sometimes include personal data. Although we often try to seek consent, this may not always be possible when capturing large crowds or public street scenes. If you are ever unhappy about being included in any of these publications, please contact us.
Further information about the way in which the NHS uses personal information and your rights in that respect can be found in:
An independent review of information about patients is shared across the health and care system led by Dame Fiona Caldicott was conducted in 2012. The report, Information: To share or not to share? The Information Governance Review, be found at: https://www.gov.uk/government/publications/the-information-governance-review
NHS England – Better Data, Informed Commissioning, Driving Improved Outcomes: Clinical Data Sets provides further information about the data flowing within the NHS to support commissioning.
Please visit the NHS Digital website for further information about their work. Information about their responsibility for collecting data from across the health and social care system can be found.
The Information Commissioner’s Office is the Regulator for the Data Protection Act 1998 and offer independent advice and guidance on the law and personal data, including your rights and how to access your personal information. For further information please visit the www.ico.gov.uk