Practice Policies & Patient Information

From 4th October 2023 you will be able to see your medical records on line from that date onwards.

For more information on this please visit: NHS: How to get your medical records

Make sure you agree with the following sentences before accessing your record.

• Forgotten history – There may be something you have forgotten about in your record that you might find upsetting.
• Abnormal Results or Bad News – If your GP has given you access to test results or letters, you may see something that you find upsetting. This may occur before you have spoken to your doctor or while the surgery is closed and you cannot contact them.
• Choosing to share your Information with Someone – It’s up to you if you share your information with other- perhaps family members or carers. It’s your choice, but also your responsibility to keep the information safe and secure.
• Coercion – If you think you may be pressured into revealing details from your patient record to someone else against your will, it is best that you so not register for access at this time.
• Misunderstood information – Your medical record is designed to be used by clinical professionals to ensure that you receive the best possible care. Some of the information within your medical record may be highly technical, written by specialists and not easily understood. If you require further clarification, please contact the surgery for a clearer explanation.
• Information about someone else – If you spot something in the record that is not about you or notice any other errors, please log out of the system immediately and contact the practice as soon as possible.

1. I have read and understood the information provided by the practice

2. I understand that I will automatically see any new information (prospective records) that is added to my healthcare record.

3. I understand how to keep my online GP services and the information they contain about me secure

4. If I choose to share my information with anyone else, this is at my own risk

5. If I suspect that my account has been accessed by someone without my agreement, I will contact the practice as soon as possible

6. If I see information in my record that is not about me or is inaccurate, I will contact the practice as soon as possible

7. If I think that I may come under pressure to give access to someone else unwillingly, I will contact the practice as soon as possible. If the patient struggles to agree with any of these statements or raises any concerns, recommend that the patient makes an appointment with an appointed person in the practice to discuss their concerns before signing them up for GP online services. You can include the statements in an application form.

Understanding some of the medical terms you may see in your notes – in the first instance please visit NHS: Abbreviations you may find in your health records.

Understanding your laboratory test results – please visit labtestsonline.org.uk.

For further information about the medication you are taking visit patient.info/medicine.

We strive to ensure your details are accurate and up to date. If you are concerned that information in your online record is inaccurate, please contact the practice. Your concern will be passed to a member of the clinical team to review. This is an extremely busy time and it may take up to 28 days to review your concern, so please don’t contact us unless at least 28 days have passed since your request. The practice will contact you directly by SMS once your request has been reviewed with an update.

Medical Reports

Our practice has decided to outsource our medical reporting work to an NHS Digital accredited company called MediData. MediData will be processing your medical report via eMR and providing online access via their secure encrypted portal. If you wish to contact MediData directly, please email mdmc@medi2data.com or call on 03333 055774.

Medical reports and examinations can be obtained from your doctor, but as this is not supported by the NHS there will be a charge, to be paid before completion. We suggest you download the NHS App, please watch this film for further information: NHS Digital: NHS App Film.

If you have a complaint or concern about the service you have received from the doctors or any of the staff working in this GP surgery, please let us know. This includes Primary Care Network staff working as part of our GP surgery. We operate a complaints procedure as part of an NHS system for dealing with complaints. Our complaints system meets national criteria.

How to complain

We hope that most problems can be sorted out easily and quickly when they arise and with the person concerned. For example, by requesting a face-to-face meeting to discuss your concerns.

If your problem cannot be sorted out this way and you wish to make a complaint, we would like you to let us know as soon as possible. By making your complaint quickly, it is easier for us to establish what happened. If it is not possible to do that, please let us have details of your complaint:

• Within 6 months of the incident that caused the problem; or
• Within 6 months of discovering that you have a problem, provided this is within 12 months of the incident.

Complaints should be addressed to the GP surgery team verbally or in writing to the Support Manager. Alternatively, you may ask for an appointment with the GP surgery to discuss your concerns. They will explain the complaints procedure to you and make sure your concerns are dealt with promptly. Please be as specific as possible about your complaint.

What we will do

We will acknowledge your complaint within three working days. We will aim to have investigated your complaint within ten working days of the date you raised it with us. We will then offer you an explanation or a meeting with the people involved, if you would like this. When we investigate your complaint, we will aim to:

• Find out what happened and what went wrong.
• Make it possible for you to discuss what happened with those concerned, if you would like this.
• Make sure you receive an apology, where this is appropriate.
• Identify what we can do to make sure the problem does not happen again.

Complaining on behalf of someone else

We take medical confidentiality seriously. If you are complaining on behalf of someone else, we must know that you have their permission to do so. A note signed by the person concerned will be needed unless they are incapable (because of illness) of providing this.

Complaining to NHS England

We hope that you will use our Practice Complaints Procedure if you are unhappy. We believe this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our GP surgery.

However, if you feel you cannot raise the complaint with us directly, please contact NHS England. You can find more information on how to make a complaint at https://www.england.nhs.uk/contact-us/complaint/complaining-to-nhse/.

Unhappy with the outcome of your complaint?

If you are not happy with the way your complaint has been dealt with by the GP surgery and NHS England and would like to take the matter further, you can contact the Parliamentary and Health Service Ombudsman (PHSO). The PHSO makes final decisions on unresolved complaints about the NHS in England. It is an independent service which is free for everyone to use.

To take your complaint to the Ombudsman, visit the Parliamentary and Health Service Ombudsman website or call 0345 015 4033

The practice complies with the Data Protection Act 2018.  All information about patients is confidential: from the most sensitive diagnosis, to the fact of having visited the surgery or being registered at the practice. All patients can expect that their personal information will not be disclosed without their permission except in the most exceptional of circumstances, when somebody is at grave risk of serious harm.

All members of the primary health care team (from reception to doctors) in the course of their duties will have access to your medical records. They all adhere to the highest standards of maintaining confidentiality.

As our reception area is a little public, if you wish to discuss something of a confidential nature please mention it to one of the receptionists who will make arrangements for you to have the necessary privacy.

Under 16s

The duty of confidentiality owed to a person under 16 is as great as the duty owed to any other person. Young people aged under 16 years can choose to see health professionals, without informing their parents or carers. If a GP considers that the young person is competent to make decisions about their health, then the GP can give advice, prescribe and treat the young person without seeking further consent.

However, in terms of good practice, health professionals will encourage young people to discuss issues with a parent or carer. As with older people, sometimes the law requires us to report information to appropriate authorities in order to protect young people or members of the public.

Useful Websites

• Confidentiality NHS Code of Practice
• Confidentiality and Mental Health
• Confidentiality Guidance

The Freedom of Information Act creates a right of access to recorded information and obliges a public authority to: 

• Have a publication scheme in place 
• Allow public access to information held by public authorities

The act covers any recorded organisational information such as reports, policies or strategies, that is held by a public authority in England, Wales and Northern Ireland, and by UK-wide public authorities based in Scotland, however it does not cover personal information such as patient records which are covered by the Data Protection Act. 

Public authorities include government departments, local authorities, the NHS, state schools and police forces. 

The act is enforced by the Information Commissioner who regulates both the Freedom of Information Act and the Data Protection Act 2018. 

The Surgery Publication Scheme

A publication scheme requires an authority to make information available to the public as part of its normal business activities. The scheme lists information under seven broad classes, which are: 

• Who we are and what we do 
• What we spend and how we spend it 
• What our priorities are and how we are doing it 
• How we make decisions 
• Our policies and procedures 
• Lists and registers 
• The services we offer 

You can request our publication scheme leaflet at the surgery. 

Who Can Request Information?

Under the Act, any individual, anywhere in the world, is able to make a request to a practice for information. An applicant is entitled to be informed in writing, by the practice, whether the practice holds information of the description specified in the request and if that is the case, have the information communicated to him. An individual can request information, regardless of whether he/she is the subject of the information or affected by its use.  

How Should Requests be Made?

Requests must: 

• Be made in writing (this can be electronically e.g. email/fax).
• State the name of the applicant and an address for correspondence .
• Describe the information requested. 

What Cannot be Requested?

Personal data about staff and patients covered under Data Protection Act. 

For more information see these websites: 

• Legislation GOV.UK 
• Information Commissioners Office 

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

The average pay for GPs working in the practice of Queenstown Road Medical Practice in the last financial year was £52,235 before tax and National Insurance.

This is for part time GPs who worked in the practice for more than six months.

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

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.

You do not need to do anything if you are happy about how your information is used.

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 the NHS.uk Your NHS Data Matters page.

We aim to provide our patients with the best quality care available. Our charter is a statement of what you can expect from this practice and what we feel we can expect from you.

• All patients will be treated equally. We do not discriminate on the grounds of gender, gender identity, race, disability, sexual orientation, religion or age.
• Our premises will be clean and comfortable and have facilities for the disabled.
• All patients will be greeted in a friendly manner and be treated with courtesy by everyone in the practice.
• Patient confidentiality may be expected at all times.
• Patients should realise that home visits are made at the doctor’s discretion.
• Requests for night visits should only be made for emergencies.
• Many problems can be solved by advice alone, therefore patients should not always expect a prescription at every consultation.
• We ask that patients treat the doctors and staff with courtesy and respect.
• Patients must inform the practice staff of any alterations in their circumstances, such as change of surname, address or telephone number, even if it is ex-directory.

With These Rights Come Responsibilities

• We ask that patients attend their appointments at the arranged time. If they cannot attend they will inform the surgery immediately.
• We expect that patients will understand that appointments are for one person only. Additional appointments will be made if more than one person needs to be seen.
• Patients are responsible for their own health and the health of their children and should cooperate with the practice in endeavouring to keep themselves healthy.
• We ask that requests for help or advice for non-urgent matters be made during surgery hours.
• Home visits should only be requested for patients who are seriously ill. It is important to bear in mind that most medical problems are dealt with more effectively in the clinical setting of a well-equipped surgery.

We a training practice for qualified doctors who are training to become GPs.  Trainees spend 6-12 months seeing patients, doing home visits and running emergency clinics, supervised by a GP trainer at the practice.

The practice is also involved with teaching medical students. Medical students are taught in groups, and may also sit in with a GP during a clinic, with patient consent.

The aim of this policy is to tackle the increasing problem of violence against staff working in the NHS and ensures that doctors and their staff have a right to care for others without fear of being attacked or abused.

We understand that ill patients do not always act in a reasonable manner and will take this into consideration when trying to deal with a misunderstanding or complaint. We ask you to treat your doctors and their staff courteously and act reasonably.

All incidents will be followed up and you will be sent a formal warning after a second incident or removed from the practice list after a third incident if your behaviour has been unreasonable.

However, aggressive behaviour, be it violent or verbal abusive, will not be tolerated and may result in you being removed from the practice list and, in extreme cases, the Police will be contacted if an incident is taking place and the patient is posing a threat to staff or other patients.

Removal from the practice list

A good patient-doctor relationship, based on mutual respect and trust, is the cornerstone of good patient care. The removal of patients from our list is an exceptional and rare event and is a last resort in an impaired patient-practice relationship.

When trust has irretrievably broken down, it is in the patient’s interest, just as much as that of the surgery, that they should find a new practice. An exception to this is on immediate removal on the grounds of violence e.g. when the Police are involved.

Removing other members of the household

In rare cases, however, because of the possible need to visit patients at home it may be necessary to terminate responsibility for other members of the family or the entire household.

The prospect of visiting patients where a relative who is no longer a patient of the practice by virtue of their unacceptable behaviour resides, or being regularly confronted by the removed patient, may make it too difficult for the practice to continue to look after the whole family.

This is particularly likely where the patient has been removed because of violence or threatening behaviour and keeping the other family members could put doctors or their staff at risk.