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. No information will be released without the patient consent unless we are legally obliged to do so.

From 1st April 2015, practices are required to allocate all patients (including children) with a named accountable GP.

The named GP is responsible for the coordination and delivery of all appropriate services, where required based on clinical judgement, to each of their patients.

Patients do not need to see their named GP when they book an appointment with the practice.

Patients are entitled to choose to see any GP or nurse in the practice.

In attending a consultation it is assumed that a patient is seeking treatment and therefore is consenting to necessary examinations.

However we appreciate that some examinations are more intrusive than others and at times you may feel more comfortable that there is another person with you  at the time of the examination. Such a person is usually known as a chaperone.

You can ask for a chaperone to be present at any examination and we will endeavour to provide one. In the unlikely event that we cannot do so then you will be asked to rebook for examination on another occasion.

The principles that underlie the practices chaperon policy can be found by downloading our policy here.

We make every effort to give the best service possible to everyone who attends our practice.

However, 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.

To pursue a complaint please either write to us at the practice or collect a complaints form from reception.

Further written information is available regarding the complaints procedure from reception.

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.

Please Click Here to View our Fair Processing Leaflet

Information about the General Practioners 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.

The GDPR replaces the Data Protection Directive 95/46/EC and is designed to harmonise data privacy laws across Europe, to protect and empower all EU citizens’ data privacy and to reshape the way in which organisations across the region approach data privacy. The GPDR comes into effect on 25 May 2018.

Please find Eastbury Surgery “How We Use Your Information” poster as well as our GDPR Privacy Notice

Please Click Here to Find out How We Use Your Information

Please Click Here to view our Privacy Notice

Publication of GP Net earnings 2014 – 2015

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

The average pay for GPs working for six months or more in Eastbury Surgery in 2014 – 15 was £69,768 before tax, national insurance and employee pension contributions.  This is for 3 full time GPs and 1 part time GP.

Quality & Safety – Work within the framework of NHS Primary Care Services to provide the highest quality care which meet the identified needs of our patients.

Respect – Treat our patients with courtesy, dignity and respect at all times, regardless of race, age, gender, disability, sexual orientation, religion or belief.

Support – Support patients in helping them to make decisions to improve and maintain their health.

Promote best practice – Encouraging the continuous education and professional development of all members of the practice team.

Patient centred – Put our patients at the centre of everything we do.

Responsive – Nurture a culture which is innovative, forward looking and adaptable.

Act with integrity and be accountable for our actions.

• • We will endeavor to give you the most appropriate treatment and health advice from suitably qualified Staff. All care and treatment will be given with your full consent. If you are unsure about any aspect of your health care do not hesitate to ask us.

• • We will give you full information about the services we offer and, in particular, about anything which affects your health and care.

• • We will treat you with courtesy and consideration.

• • We will give you access to your health records, subject to any limitations by law, ensuring strict confidentiality/data protection is maintained.

• • We will maintain your right to privacy.

• • You will be able to consult a doctor on the same day if the problem is genuinely urgent. To see a particular doctor may take longer.

• • We will perform home visits for patients who are unable to come to the surgery for medical reasons. Requests should be made before 11.00.

• • We will provide a full explanation of your condition of any tests carried out.

• • We will issue repeat prescriptions within 3 working days unless there are reasons for non-issuing. Telephone requests are not allowed as this may lead to errors.

• • We will ensure that an out-of-hours service is available to deal with emergencies.

• • We will offer you appropriate healthy lifestyle information on a regular basis.

• • We will endeavour to answer the telephone promptly.

• • We have an in-house complaints procedure. If there are aspects of our care about which you wish to comment upon to complain, please contact our practice manager.

• • By leading a healthy lifestyle and reducing your health risks, you will be helping not only yourself but also your doctor.

What We Expect From You:

• • The practice staff and doctors are there to be of service to you. Please treat them with courtesy and respect. Be patient with them as they are often following strict guidelines (for your safety) under the doctor’s instructions.

• • Please turn up on time for your appointment and inform us early if you need to cancel your appointment. Please be patient if the doctor is running late as this is usually due to devoting extra time to those with complicated problems.

• • Whilst privacy is at all times respected, please try to give our receptionists any details that would help towards prioritising your care.

• • As the appointment time is only for 10 minutes, try to limit yourself to one or two problems per visit.

• • Unless you are housebound or too unwell to travel we would expect you to come to the surgery. We have better facilities to examine and investigate your problem at the surgery than in your home.

• • We provide some appointments for those urgent cases that need to be seen on the same day. Please try not to abuse this system for the benefit of those whose problems are urgent.

• • For safety reasons, our repeat prescription system is tightly regulated. Requests for your usual ‘repeat’ medications would normally take 3 working days. Please think ahead and request your medication before your supply runs out.

Do not arrange a specialist appointment without discussing the matter fully with your GP as this may save you time in the long run. The specialists expect some basic investigations and a referral letter. Your GP will have information about the most appropriate specialist for your particular problems.

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.

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

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

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.

Please Click Here to View Our Leaflet