Providing an excellent service at the Acrefield Surgery requires involvement of the patient in all aspects of their care.

See below for more information on our policies.

Confidentiality

The practice complies with data protection and access to medical records legislation. Doctors, nurses and administration staff operate a strict policy of patient confidentiality, and you should feel confident in disclosing any information which is important to your medical care. Information in your medical records may be shared with others directly involved in your care: other members of the practice team, other clinicians, and practice staff for administrative purposes. Information will not be given to anyone else without your consent, except in very rare circumstances, for instance where there are child protection concerns.
Record may also be used for purposes of professional development and revalidation of doctors.
Such information will be anonymised and the ‘robust safeguards’ required by the Information Commissioner put in place.

Fair Processing Notice under the General Data Protection Regulations (GDPR) 2018 (formerly the Data Protection Act 1998) – How we use your personal information

This fair processing notice explains why the GP practice collects information about you and how that information may be used.
The health care professionals who provide you with care maintain records about your health and any treatment or care you have received previously (e.g. NHS Trust, GP Surgery, Walk-in clinic, etc.). These records help to provide you with the best possible healthcare.

NHS health records may be electronic, on paper or a mixture of both, and we use a combination of working practices and technology solutions to ensure that your information is kept confidential and secure. Records which this Practice hold about you may include the following information:

  • Details about you, such as your address, carer, legal representative, emergency contact details, next of kin
  • Any contact the surgery has had with you, such as appointments, telephone, eConsults submitted by you, etc.
  • Details about you, such as your address, carer, legal representative, emergency contact details, next of kin
  • Any contact the surgery has had with you, such as appointments, telephone, eConsults submitted by you, etc.
  • Notes and reports about your health
  • Details about your treatment and care
  • Results of investigations such as laboratory tests, x-rays etc.
  • Relevant information from other health professionals, relatives or those who care for you

To ensure you receive the best possible care, your records are used to facilitate the care you receive. Information held about you may be used to help protect the health of the public and to help us manage the NHS. Information may be used within the GP practice for clinical audit to monitor the quality of the service provided. Some of this information will be held centrally and used for statistical purposes. Where we do this, we take strict measures to ensure that individual patients cannot be identified. Sometimes your information may be requested to be used for research purposes – if this

information needs to be identifiable, the surgery will always gain your explicit consent before releasing the information for this purpose.

Risk Stratification

Risk stratification data tools are increasingly being used in the NHS to help determine a person’s risk of suffering a particular condition, preventing an unplanned or (re)admission and identifying a need for preventive intervention. 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 anonymised information using software managed by our clinical system provider, and is only provided back to your GP as data controller in an identifiable form. 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 your data being used in this way.

Medicine Management

The Practice may conduct Medicines Management Reviews of medications prescribed to its patients. This service performs a review of prescribed medications to ensure patients receive the most appropriate, up to date and cost effective treatments. This service is provided by pharmacists and Technicians employed Hillingdon Commissioning Group. They are bound by the same confidentiality rules as our staffs are.

How we use your information

– We collect and hold data about you for the purpose of providing safe and effective healthcare
– Your information may be shared with our partner organisations to audit services and help provide you with better care
– Information sharing is subject to strict agreements on how it is used
– We will only share your information outside of our partner organisations with your consent*
– If you are happy with how we use your information you do not need to do anything
– If you do not want your information to be used for any purpose beyond providing your care please let us know so we can code your record appropriately
– You can object to sharing information with other health care providers but if this limits your treatment options we will tell you
– Our guiding principle is that we are holding your information in the strictest confidence
– For more information about who are our partner organisations and how your data is used please see the privacy notice  ask at reception
*Unless the health & safety of others is at risk, the law requires it or it is required to carry out a
statutory function

Access to medical records

To apply for access to your medical records, write to Dr. Thakrar/Dr Patel. You do not need to give a reason for wanting to see them. An appointment will be arranged, and a fee will be charged when you attend.

Practice charter : your rights and responsibilities

You have the right to:

  • Register and receive treatment regardless of your sex, age, disability, race or income provided you live within the normal catchment area
  • Be treated as an individual and with respect
  • Be seen the same day for a problem you and the medical team agree to be urgent
  • To a  chaperone  when appropriate. On the rare occasion one is not available the appointment may be rescheduled
  • Be able to book in advance to see the practitioner of your choice
  • Access the practice out of hours service
  • Have your treatment explained to you
  • Confidentiality
  • Refuse to be treated in front of any medical students
  • Gain access to an interpreter
  • To complain, without discrimination, if there is a problem

You are responsible for:

  • Making and keeping appointments
  • Arriving punctually
  • Notifying the surgery if you are unable to keep your appointment
  • Ordering repeat prescription in adequate time
  • Treat doctors and practice staff with courtesy
  • Switching off mobile phones when with a Health Professional
  • Informing the practice of any change of address, name or telephone number

Zero tolerance

We try at all times to deal with patients in a polite and courteous manner. In return we expect that the same is shown to both the staff and doctors at the surgery. Whilst we understand that a visit to the doctors can at times be stressful or worrying we will not tolerate aggression or abuse to either our reception staff or any of the Professional staff at the surgery.

Any patient being threatening or abusive to any member of our team may be removed from our practice list without further warning.

Patient participation group

We have an active Patient Participation Group (PPG) who have regular meetings to discuss ways of improving patient care and services, and learn more about the running of the practice. If you have any suggestions you would like discussed, you can put them in the comments book held at reception, or write to Dr. Thakrar/Dr Patel.

If you would like to join the group, contact us on the e-mail: sherylsmith@nhs.net

We are particularly keen to engage with the views of our working/busy patients via a virtual group.

Feedback and complaints

We welcome all types of feedback. It is encouraging to hear what we are doing well, and helpful to find out where you think we could make improvements. We have a book for your comments on the desk at reception.

Despite our best efforts, sometimes a patient may feel they have a genuine cause for complaint. We will always try to resolve this in-house where possible; if you are unhappy about any aspect of your care we suggest you discuss this in the first instance, with the member of the practice team you feel most comfortable with, who may be able to deal with the problem quickly and easily.

Should you feel you have cause to complain, in the first instance please contact the reception team to inform the senior partners Dr Shilpa Patel and Dr Diviash Thakrar.

You may wish to seek independent help with your complaint. You can contact the NHS Complaints Advocacy Service for more information:

Telephone: 0300 330 5454
Fax: 0330 088 3762
Email: nhscomplaints@voiceability.org
Website: www.nhscomplaintsadvocacy.org

Their address is as follows:
NHS Complaints Advocacy, VoiceAbility
Mount Pleasant House
Huntingdon Road,
Cambridge CB3 0RN

Patients who have a comment or complaint about a GP, dentist, pharmacy or optician, which cannot be resolved locally with the practice manager, can contact NHS England using the details below.

NHS ENGLAND

PO BOX 16738
Redditch
B97 9PT
Tel: 0300 311 22 33
Email: england.contactus@nhs.net

If you are unhappy with our response, you have the right to go to the Parliamentary and Health Service Ombudsman for an Independent Review. The Parliamentary and Health Service Ombudsman can be contacted as follows:

The Parliamentary and Health Service Ombudsman 

Millbank Tower

Millbank
London
SW1 4QP
Tel: 0345 015 4033
Fax: 0300 061 4000

Website: www.ombudsman.org.uk
Email: phso.enquiries@ombudsman.org.uk