You may be aware that all practices are required to provide all their patients with a named GP who will have overall responsibility for the care and support that our surgery provides to them.

The allocated named GP will have overall responsibility for the care and support that our surgery provides to you. This does not prevent you from seeing any GP in the practice as you currently do.

You do not need to take any further action. If you wish to be told the name of your named GP, please ask the receptionists when you are next in the surgery.

Please note if you are having an intimate examination a chaperone can be provided. This service is available to both male and female patients. Please ask a member of staff for details.

Primary Care – GP, dentist, pharmacist or optician

From 1 July 2023, if you wish to make a complaint about primary care, please contact the service directly. Alternatively,

Email nnicb-nn.patientexperience@nhs.net

Telephone: 0115 8839570 or

By post: Patient Experience Team, Civic Centre, Arnot Hill Park, Nottingham Road, Arnold, Nottingham, NG5 6LU

Whilst we make every effort to give the best service possible to everyone who attends our practice, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.

HOW DO I MAKE A COMPLAINT

To pursue a complaint please contact Kerry Walker, Practice Manager or Lorna Dixon, Reception Manager and they will deal with your concerns appropriately and try to resolve the issue. If your problem cannot be resolved at this stage and you wish to make a formal complaint, please let us know as soon as possible, ideally within a matter of days. This will enable the practice to get a clear picture of the circumstances surrounding the complaint. Your complaint will be acknowledged within 2 days. Complaint /comment forms are available from reception for you to detail your complaint.

We will aim to investigate the matter in detail and give you a full explanation and the opportunity of a meeting within 10 working days. Where deficiencies in our service are identified, we normally audit and document changes made and of course you will receive a full written apology.

If it is not possible to raise your complaint immediately, please let us have details of your complaint within the following timescales:

Within 6months of the incident that caused the problem

or

Within 6 months of discovering that you have a problem, ideally within 12months. The sooner things are flagged up the better, not only to help us give a clear explanation, but also in some cases to prevent another problem in the future.

WHAT WILL THE PRACTICE DO

When we look into your complaint we aim to:

•Acknowledge your complaint within two working days

•Find out what happened and what went wrong

•Make it possible for you to discuss the problem with those concerned if you would like this to happen

•Make sure you receive an apology where this is appropriate

•Identify what we can do to make sure the problem does not happen again

We will aim to have your complaint looked into within 10 working days and then be in a position to offer you an explanation or a meeting with the people involved.

Please click here to view our complaints procedure

WHAT IF I AM COMPLAINING ON BEHALF OF SOMEONE ELSE

We keep strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, we have to know that you have their permission to do so.

A note signed by the person concerned will be needed, unless they are incapable of providing this (because of a physical or mental illness).

We hope that, if you have a problem, you will use our practice complaints procedure.  We believe that this will give us the best chance of putting right whatever has gone wrong and the opportunity to improve our practice.

However, this does not affect your right to approach NHS England if you feel you cannot raise your complaint with us.  To contract NHS England:

• By Post:  NHS England, PO Box 16738, Redditch, B97 9PT
• Telephone:  0300 311 22 33
• Email:  england.contactus@nhs.net

You can also contact the Patient Experience Team, for confidential advice and support. To contact:

• Telephone:  0800 0283 693 press option 1
• Email:  NSHCCG.Pet-North@nhs.net
• By Post:  Patient Experience Team, NHS Mansfield and Ashfield CCG, Balderton Primary Care Centre, Lowfield Lane, Balderton, Newark, Nottinghamshire, NG24 3HJ

You can get help with making a complaint from POhWER. Their website address is: http://www.pohwer.net/  Tel: 0300 456 2370.

POhWER /NHS Complaints Advocacy can help you to make a complaint about your NHS care or treatment. POhWER/NHS Complaints Advocacy is free, confidential and independent of the NHS.

They can:

•Support you to make a complaint about the service, care or treatment provided by the NHS, including complaints about your GP, dentist, local hospital, ambulance service or pharmacy,

•Support you with a complaint about health and social care,

•Support you to make an NHS complaint on someone else’s behalf, including if someone has died,

•Listen to your concerns,

•Signpost you to the right organisation if we think that someone else can be of more help than we can,

•Answer questions about the NHS complaints procedure and explain your options,

•Provide a step by step guide to making an NHS complaint and offer some tips,

•Provide you with a POhWER advocate, an experienced worker who can help you make your complaint and support you through the NHS complaints process,

•Support you to write a complaint letter, attend a complaint meeting, request access to medical records and refer your complaint to the Parliamentary and Health Service Ombudsman (PHSO) if the local service is unable to resolve your complaint.

WHAT IF I AM NOT HAPPY ABOUT THE OUTCOME OF YOUR INVESTIGATION?

If we are unable to resolve your complaint to your satisfaction you may appeal to the Parliamentary and Health Service Ombudsman. The Ombudsman can re-investigate your complaint and can investigate the way in which we have dealt with it.

You can contact the Ombudsman helpline on 0345 015 4033 or http://www.ombudsman.org.uk

Please be reassured that patients or their relatives will not be treated adversely as a result of making a complaint. We are continually striving to improve our service. Any helpful suggestions would be much appreciated and there is a suggestion box in the reception area for patients to leave comments/suggestions.

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.

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. 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::-
• Patients do not need to register a Type 1 opt-out by 1st September to ensure their GP data will not be uploaded.

• 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.

• The plan to retire Type 1 opt-outs will be deferred for at least 12 months while we get the new arrangements 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 01/09/2020 has been delayed until a new system of opt out is developed. Hopefully, this will be a simple centralised approach via the NHS app or NHS website to avoid paper form and administration work for your GP.

We will update you when we know more about the NHSD plans to change how you can control who has access to your data.

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

The average pay for GPs working in Millview Surgery in the last financial year was £42,421 before tax and National Insurance. This is for 5 full time GPs and 3 part time GPs who worked in the practice for more than six months.

MILLVIEW SURGERY

IPC Annual Statement Report

20^th May 2024

Purpose 

This annual statement will be generated each year in accordance with the requirements of the Health and Social Care Act 2008 Code of Practice on the prevention and control of infections and related guidance. The report will be published on the organisation’s website.  It will summarise any infection transmission incidents and any action taken, details of any infection control audits undertaken and actions taken, details of any risk assessments undertaken for the prevention and control of infection, details of staff training, any review and updates of policies, procedures and guidelines.

Infection Prevention and Control (IPC) lead

The lead for infection prevention and control at Millview Surgery is Gail Hamilton, Lead Practice Nurse.

The IPC lead is supported by Kerry Walker, Practice Manager

Infection transmission incidents (significant events)

Significant events involve examples of good practice as well as challenging events.

Positive events are discussed at meetings to allow all staff to be appraised in areas of best practice.

Negative events are managed by the staff member who either identified or was advised of any potential shortcoming. This person will complete a Significant Event Analysis (SEA) form which commences an investigation process to establish what can be learnt and to indicate changes that might lead to future improvements.

All significant events are reviewed and discussed at staff meetings each month. Any learning points are cascaded to all relevant staff where an action plan, including audits or policy review, may follow.

In the past year, there have been 0 significant events raised which related to infection control. There have also been 0 complaints made regarding cleanliness or infection control.

Infection prevention audit and actions

Method: Infection Control audits are carried out on a 6 monthly basis, by use of a robust organisational checklist.  A handwashing audit is completed by ALL staff yearly.

As a result of the 6 monthly audit a report of the findings are completed by the Infection Control Lead and any identified issues are discussed with the Practice Manager/GPs.  Any agreed action of change is  implemented.

Risk assessments 

Risk assessments are carried out so that best practice can be established and followed.  In the last year the following risk assessments were carried out/reviewed: –

New staff have joined the admin team – they have been updated on the Infection Control policy and completed Infection Control e-learning.

Privacy curtains are changed every 6months in line with Infection Control guidance.

Staff have either proved immunity or receive the MMR vaccine in line with Infection Control guidance due to a recent Measles outbreak.

Protective equipment is checked weekly to ensure that all clinical rooms have handwashing equipment, aprons and gloves.

Training

All staff undertake e-learning on an annual basis and complete an annual handwashing update within surgery.

Policies and procedures

All Infection Control and Prevention policies are updated annually and are in date for this year.  They are reviewed by the Infection Control Lead Nurse and the Practice Manager.

The policies are available to all staff.

Responsibility

It is the responsibility of all staff members at to be familiar with this statement and their roles and responsibilities under it.

Review

The IPC lead Gail Hamilton, Lead Practice Nurse and Kerry Walker, Practice Manager, are responsible for reviewing and producing the annual statement.

This annual statement will be updated on or before May 2025.

For and on behalf of Millview Surgery

YOUR ELECTRONIC PATIENT RECORD & THE SHARING OF INFORMATION

You can now choose to share your medical records with other care services.

You can now choose not to share your medical records with other care services.

Your record is now available to other NHS service providers who have involvement in your care.  However, your record will not be viewed unless you give explicit permission at the point of care.  If you have already decided not to share your record and completed the ‘Opt Out’ form it will not be made available.

please click here to view our poster.

You may be aware that all practices are required to provide all their patients with a named GP who will have overall responsibility for the care and support that our surgery provides to them.

The allocated named GP will have overall responsibility for the care and support that our surgery provides to you. This does not prevent you from seeing any GP in the practice as you currently do.

You do not need to take any further action. If you wish to be told the name of your named GP, please ask the receptionists when you are next in the surgery.

Please Click Here to View Our Policy

The patients charter has now been extended to Primary Care and we aim to provide all our patients with a high quality service to meet your health care needs.

Aims
We will try to answer the telephone promptly (within 6 rings) and say who is answering your call…

Appointments:-
Improved access-
Same day appointments are available daily.
Please ring after 8.00am.
Pre-bookable appointments are for those who need to arrange appointments around otherwise busy working lives.

• If you wish to speak to Primary Health Team Members, we will try to arrange a convenient time for you to do so, or have your call returned. We will try to start surgeries on time…….emergencies permitting.
• We will try to see 80% of you within 30 minutes of your appointment time assuming:

• You have let us know if you cannot keep your appointment
• There is only one patient per appointment
• There are not too many patients wanting acute (same day) emergency appointments
• The Doctor is not called out on an emergency house call

• We will keep you informed of reasons for delays.
• We will try and keep the premises in reasonable condition.
• We will try to do house calls within three hours of the end of morning surgery.
• Demand does vary, and at times there may be competing priorities for the on-call doctor. Only information you give can help this doctor to decide medical priority…so please give generously!

Please note that the surgery operates a zero tolerance policy towards violence, both physical and verbal.  The staff are here to help and advise you in obtaining the best possible service from the Practice.  We would appreciate you treating them with the respect they duly deserve.

Millview Surgery shared your demographic data (including name, age, gender, date of birth, NHS number and address) with Patients Know Best (PKB) so PKB could create a dormant patient account for each person registered at this practice. The data in these accounts will not be accessed or processed unless you choose to activate your PKB account. Activating the account will create a patient held record which you can choose to share with health and care teams. This data sharing was done through article 6 (1)(e) and 9(2)(h) of UK GPDR 2018.

PKB are registered with the Information Commissioner’s Office (ICO), which regulates data protection in the UK, and their registration number is Z2704931. PKB cannot see your demographic data or any health information in your PKB account, including your patient held record.  Your information is kept encrypted on secure servers and can only be seen by yourself, health care teams chosen by you or those with a lawful basis.

PKB will retain your data for 8 years after either the date your dormant account was created or the date you last accessed your activated account; whichever date is more recent. You can email sfh-tr.nottsnhsapp@nhs.net if you wish your PKB information to be deleted before that point, this does not mean that your GP record held by Millview Surgery will be deleted.

Please click here to view our privacy notice

Millview Surgery is research active conducting high-quality clinical research helps us to keep improving NHS care by finding out whichtreatments work best.

In this practice, you might be asked to take part in a clinical research study. Alternatively, ask our staff about clinical studies suitable for you.  Taking part in a clinical research study is voluntary and can be a rewarding experience.

To find local clinical research studies, go to : www.ukctg.nihr.ac.uk

Millview Surgery is working in collaboration with the Clinical Research Network: East Midlands (CRN:EM). The CRN:EM is part of the National Institute for Health Research (NIHR) and is focused on enhancing and promoting research, ensuring that it is conducted in line with ethical procedures and for patient benefit. There is a local team working within Nottingham City and Nottingham County, facilitating research within primary care.

Millview Surgery can choose to be involved in appropriate and relevant research studies, focused on enhancing patient care and working on studies that are of particular interest and need for their patient population. The primary care team surpassed recruitment expectations in the financial year of 2014-2015 and this could not have been done without the support of local practices and the engagement from patients in these areas.

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.