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 40 days, 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 1998. 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.
3. The Practice Manager is the practice’s data controller. All requests for access should be addressed to the data controller and include the appropriate fee.
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 will charge a fee for accessing and providing copies of medical records as follows.
Access to and/or copies of records held totally on computer
Access to records at least in part held manually where copies are requested
Access to records held manually where no copy is requested and at least some of the record was made in the 40 days prior to the request
Access to records held manually where no copy is requested and the record has not been added to in the 40 days prior to the request
5. 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.
6. 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.
7. 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.
8. 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 Nottinghamshire County PCT (Standard Court) 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.