Accessible Information
The Accessible Information Standard aims to ensure that patients and service users who have information or communication needs relating to a disability, impairment or sensory loss receive:
- Accessible Information (information which is able to be read or received and understood by the individual or group)and
- Communication support (support which is needed to enable effective, accurate dialogue between a professional and service user to take place)
so that they can access services appropriately and independently, and make decisions about their health and well being.
Please let the practice know if you require information in a different format or require communication support.
The practice offers a loop system for patients who have a hearing impairment. Please ask at reception if you would like to use this facility.
Complaint Procedure
Complaints and Comments Leaflet Sept 23
Complaints Procedure
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, speak to a member of staff to see if the issue can be resolved or write to the Practice Manager. You are able to complete a Comments/complaint leaflet, above.
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 Practice 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 3 working days. We will aim to have investigated your complaint within 28 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 Time to Talk
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 Time to Talk by emailing them on [email protected]. You can find more information on how to make a complaint at https://blackcountry.icb.nhs.uk/have-your-say/time-2-talk
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
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
Information about the General Practitioners and the practice required for disclosure under this act can be made available to the public. All requests for such information should be made to the practice manager.
Access to Records
In accordance with the Data Protection Act 1998 and Access to Health Records Act, patients may request to see their medical records. Such requests should be made through the practice manager and may be subject to an administration charge. No information will be released without the patient consent unless we are legally obliged to do so.
Data Protection and GDPR
Data Protection and Confidentiality Policy
Please click on the link below to access the Data protection and Confidentiality Report
Link: Data Protection and Confidentiality Policy
Link: How we use your information patient leaflet
Data Protection Privacy Notice for Patients
Please click on the link below to access the Practice Privacy notice (August 2022) and the COVID 19 Privacy Notice (August 2023)
Link: Generic GP GDPR Privacy Notice v3.1 Seoptember 2023 EMIS Practices GP Connect_
COVID19 Privacy Notice v6 August 2023 permanent
Digitisation of patient records
Privacy Notice – Digitalisation of “Lloyd George” records
The NHS Long Term plan published in 2019 requires the digitisation of all primary care paper medical records, commonly known as ‘Lloyd George’ records or ‘A4 medical records’.
Having paper based medical records restricts the use of technology to provide ‘joined up’ services and therefore the current paper records will be transferred to a digital format and then destroyed.
This will involve the current patient paper medical records being scanned and then entered directly into a patient’s electronic medical record. This work will be completed by a third-party supplier, NEC (formerly known as Northgate Public Services), whose security standards have been reviewed by NHS Birmingham and Solihull Clinical Commissioning Group.
We are required by Data Protection law to provide you with the following information about how we handle your information.
| Data Controller contact details |
Paul Couldrey, IG Consultant, PGIC Consulting Ltd – www.pcdc.org.uk |
| Data Protection Officer contact details | Elizabeth McAndrew, Practice Manager, Prestbury Medical Practice – 01902 721021 |
| Purpose of the processing | Transferring the current paper medical records into patients’ electronic medical records. |
| Lawful basis for processing | The following provisions of the General Data Protection Regulation permit us to digitise existing paper medical records: Article 6(1)(e) – ‘processing is necessary…in the exercise of official authority vested in the controller…’’ Article 9(2)(h) – ‘processing is necessary for the purpose of preventative…medicine…the provision of health or social care or treatment or the management of health or social care systems and services…’ |
| Recipient or categories of recipients of the processed data | The paper patient records will be shared with NEC, who will scan and digitise the current paper medical records before destroying them. |
| Right to access and correct | You have the right to access your medical record and have any errors or mistakes corrected. Please speak to a member of staff. |
| Retention period | GP medical records will be kept in line with the law and national guidance. Information on how long records can be kept can be found at: https://digital.nhs.uk/article/1202/Records-Management-Code-of-Practice-for-Health-and-Social-Care-2016 or speak to the practice. The paper medical records will be destroyed three months after they are transferred to an electronic format.
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The practice holds medical records to provide medical treatment and advice and patients have a relationship with a GP in order for them to be provide health and care service to you. We therefore do not require your consent to transfer these papers records to an electronic format. If you have any questions about this project, please contact Elizabeth McAndrew.
Details of Supplier:
NEC (formerly known as: Northgate Public Services)
Unit 1
Charles Way,
Bulwell,
Nottingham,
NG6 8RF
NEC Software Solutions | Orchestrating a Brighter World (necsws.com)
Frequently asked questions – link Lloyd George FAQs
GP Earnings
GP MEAN EARNINGS 2022/23
All GP practices are required to declare the mean earnings (average pay) for GP’s working to deliver NHS services to patients at each practice. The average pay for GP’s working in Prestbury Medical Practice in the last financial year 2022/23 was £73,764 before tax and National Insurance.
This is for 1 full-time GP’s, 9 part-time GP’s and 4 locum GP’s who worked in the practice for more than 6 months.
NHS England require that the net earnings of doctors engaged in the practice is publicised and the required disclosure is shown above.
However, it should be noted that the prescribed method for calculating earnings is potentially misleading because it takes no account of how much time doctors spend working in the practice, and should not be used to form any judgement about GP earnings, nor to make any comparison with any other practice.
Updated 31.03.24
Home Visiting Policy
Due to increasing demand GPs can no longer automatically visit any patient who requests a home visit. All visits must now be triaged and dealt with according to clinical need.
GPs are better able to assess patients in the surgery where they have access to specialist equipment, good lighting and examination facilities and therefore it is always the preferable site for any consultation.
GPs having to visit inappropriate house call patients are delayed from visiting those patients who are in genuine need of a visit and therefore this poses an unacceptable clinical risk.
GPs are not responsible for ensuring that a patient has financial means to attend the surgery nor that the patient chooses to register with a practice that is difficult for them to get to in bad weather or without a car.
Named Accountable GP
As part of a new contractual requirement in the NHS for 2015-16, everyone registered at a GP practice should be allocated a named accountable GP.
This does not mean that you have to see this GP when you require an appointment; you are free to see a GP of your choice. If your preferred choice of GP is not available, an alternative will be offered.
If you require any more information please speak to reception. All patients at this practice have an allocated named accountable GP.
National Opt-out
Current situation
The current NHS Digital (NHSD) extract of GP data for Research purposes (known as the GPDPR) has been delayed due to NHSD wishing to review the way in which this data will be collected, to conduct more public involvement and information about the plans and change the way in which patients can opt out of the extract of their GP data.
Currently the only way to opt out is to complete a Type 1 opt out form and return this to the practice by the 1st September 2021. However, this extract will not be taken until the NHSD have changed the way it will take the data and respect the patient’s choice for using their data. NHSD are introducing the following changes to the opt out process which will mean that patients will be able to change their opt-out status at any time:
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- Patients do not need to register a Type 1 opt-out by 1st September to ensure their GP data will not be uploaded.
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- NHS Digital will create the technical means to allow GP data that has previously been uploaded to the system via the GPDPR collection to be deleted when someone registers a Type 1 opt-out.
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- The plan to retire Type 1 opt-outs will be deferred for at least 12 months whilst new arrangements are up and running and will not be implemented without consultation with the RCGP, the BMA and the National Data Guardian.
This means that you can opt out at any time in the future and NHSD will delete data that they already have taken for research purposes. The deadline of the 01/09/2021 has been delayed until a new system of opt out is developed and a specific date is not being set for collection of the data. Hopefully, moving forward, this process will be a simple centralised approach via the NHS app or NHS website to avoid paper form and administration work for your GP.
What’s next?
There has been some concern regarding the lack of awareness amongst the healthcare system and patients. It is recognised that strengthening of communication between these parties. The Department of Health and Social Care are developing an engagement and communications campaign, with the goal of ensuring that the healthcare system and patients are aware and understand what is planned, and can make informed choices. The public rightly look to and trust general practice and a centrally driven communication campaign with clear messages will seek to ensure that the introduction of this collection does not impose an additional burden on practices.
They are developing a strategy that will deliver:
- Listening – where stakeholders will be listened to and gather views on how best to communication with the profession patients and the public
- Consultation – a series of events where they can explain the programme, listen and capture feedback
- Demonstration – show how feedback is being used to develop and shape the programme
- Delivery – of an information campaign to inform the healthcare system and the public about the changes to how their GP data is used
Further information can be found on the following website:
NHS Constitution
The NHS is founded on a common set of principles and values that bind together the communities and people it services – patients and public – and staff who work for it.
How Prestbury Medical Practice implements the NHS Constitution, please click on link.
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
Teaching Practice
We are both proud and privileged to be an Accredited Training Practice; this means that we are responsible for the training of new and existing Doctors at both undergraduate and postgraduate levels.
Any Doctors who are training at the Practice will work under the supervision of one of our GP’s and will endeavour to work to the same high standards as the rest of our team. The types of training doctors that you might encounter include:
Registrars
These are Doctors who have completed a minimum of 2 years work as a doctor and have chosen to trains as GP’s. The training programme is 3 years in duration and you may see registrars in their 1st (ST1), 2nd (ST2) or 3rd (ST3) year of training. They stay with the Practice for between 6 months and 1 year. They are allocated between 10 and 20 minutes to consult with patients and will initially be closely supervised by a GP until they have demonstrated their competence. Before they qualify as GP’s they will have to undertake further examinations and demonstrate to us that they are able to practice to an excellent standard.
Registrar Doctors working at the Practice need to video consultations for training purposes. When the doctor is videoing you will be informed of this when you book your appointment and your written consent to take part in the video consultation will always be asked for before your consultation.
Foundation Year 2 (FY2)
These are Doctors who have already completed a minimum of 1 year of work as a qualified doctor under close supervision. During this time they will have had to satisfy their supervisor of their competence to progress further in their career. They are close to deciding which path to take in their career and work with the Practice to experience General Practice before making their decision. They stay with us for 4 months.
They are usually allocated 20 minute appointments to talk to, and if appropriate examine patients before issuing any treatment. They will be closely supervised by a GP until they have demonstrated their competence.
Medical Students
As a teaching practice, medical students spend part of their training programme with us from Birmingham University. The Practice is also involved with medical research.
We value your co-operation with all of the above, but we understand if you do not want to be involved.
Zero Tolerance 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.
The Practice Zero Tolerance policy is attached below. This policy includes the use of social media, including attempted intimidation of staff through media networks or channels.