Passey Place Surgery

Parking

Passey Place Surgery has on-site parking facilities for staff and blue badge holders only. There is an underground car park opposite the hospital and also street parking in the surrounding area, some with restrictions, please check before you park.  All parking is chargeable and you will need to pay for your parking using the ticket machines.

Public Transport

Passey Place Surgery is close to Eltham High Street with numerous bus services available

Well Hall Surgery

Parking

Well Hall Surgery has on-site parking facilities for staff and blue badge holders only. There is limited amount of street parking available in the surrounding area, some with restrictions, please check before you park.

Public Transport

Well Hall Surgery is close to Eltham Railway and Bus station, numerous bus services available on Well Hall Road or at the Bus station

Westmount Surgery

Parking

Westmount Surgery has on-site parking facilities for staff and blue badge holders only. There is limited amount of street parking available in the surrounding area, some with restrictions, please check before you park.

Public Transport

• B16 – Bexleyheath to Kidbrooke

In accordance with the Data Protection Act 2018 and Access to Health Records Act, patients may request to see their medical records. Such requests should be made to the practice in writing 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.

Introduction

This policy outlines the practice’s call recording process.

The purpose of call recording is to provide a record of incoming and outgoing calls which can:

• Identify practice staff training needs
• Protect practice staff from nuisance or abusive calls
• Establish facts relating to incoming/outgoing calls made (e.g. complaints)
• Identify any issues in practice processes with a view to improving them (e.g. to aid workforce planning)

This policy does not cover telephone consultations with clinical staff. Telephone consultations are a clinical event and are recorded in the clinical record. This will generally be via a standard coded and text entry using the clinical system in the traditional way and will be retained for the same period as the remainder of the medical record.

Purpose

The purpose of this policy is to ensure that call recording is managed in line with Data Protection Act 2018 requirements.

The practice will make every reasonable effort to advise callers that their call may be recorded and for what purpose the recording may be used. This will normally be via a prerecorded message within the telephone system and via signage at the practice. The voice file will be stored within the telephone recording system software to which the same rules of confidentiality will apply. The practice’s data protection registration covers voice files similarly to other data.

Where a patient requests to listen to a recording then this should be allowed within the general provision of a data subject access request under the General Data Protection Regulations (GDPR)/Data Protection Act.

Scope

This policy applies to all practice staff including any contracted or temporary workers.

All external incoming and outgoing calls made by practice staff via the telephone system will be recorded.

Recording will automatically stop when the practice staff member terminates the call.

Callers will be advised that the call will be recorded for training and monitoring purposes in the form of an automated voice message and via an information notice displayed at the surgery plus information contained on the surgery website.

Playback, Monitoring and Storage of Recorded Calls

Monitoring of the call recordings will be undertaken by the Practice Manager or Operations Manager

Any playback of recordings will take place in a private setting and where applicable, individuals should be given the opportunity to listen to the relevant recordings to receive feedback and developmental support.

All recordings and call recording equipment will be stored securely on site at the practice and access to these will be controlled and managed by the Operations Manager.

Recordings will be accessed by logging into a dedicated, password protected computer system.

Call recordings will be retained by the practice for 90 days.

Confidentiality

The Data Protection Act allows patients access to information that is held about them. This includes recorded telephone calls.

Requests for copies of telephone conversations can be made under the Data Protection Act as a “Subject Access Request”. After assessing whether the information can be released, the requestor can be invited to the practice premises to hear the recording. A data subjects have the right to the erasure of personal data concerning them. ‘The right to be forgotten’ does not override legal and compliance obligations.

If there is a request from an external body relating to the detection or prevention of a crime (e.g. police), then requests for information should be directed to the Practice.

Under GDPR, organisations are prohibited from recording the personal conversations of staff, even with consent, and therefore need to ensure that while business calls are recorded, personal calls always remain private.

How to Voice Your Appreciation or Concerns  

We aim to provide our patients with the best care we can and would like to hear from you if you think we have done something well or if you have suggestions on how we can do things differently.

Equally we know that there will be times when we fall short of expectation and want to know if you are unhappy with the service.

You can ask for a feedback form from reception or complete the form by clicking this link.

If you have a complaint please do not be afraid to say how you feel. We welcome feedback to help us improve our standards.

If you have a complaint or concern about the service you have received from the practice, please let us know.

This should be done as soon as possible after the event, giving as much detail as possible. If this cannot be done, then it should be done:

• Within 12 months of the incident or within 12 months of you becoming aware of the matter.

• Complaints can be made by the patient or a representative (with explicit consent from the patient).

What Happens Next? 

Your complaint will be acknowledged within three working days.

All complaints will be fully investigated by our patient liaison officer who will reply either by letter or via the telephone, including the outcome of the complaint and any actions taken as a result of our findings. Please make us aware if you require any specific assistance with your complaint such as translation services, letters in large print etc.

If your complaint involves more than one organisation we will liaise with that organisation so that you receive a coordinated reply, we will need your consent to do this.

If you remain dissatisfied with the response from the practice then you have the right to contact The Health Service Ombudsman, this would require a clear statement of what issues remain unresolved.

The Parliamentary and Health service Ombudsman

Millbank Tower

Millbank

London

SW1P 4QP

www.ombudsman.org.uk

0345 0154033

Review of Feedback/Complaints 

We highly value all feedback, and any complaints received by the practice over the past 12 months will be reviewed with the practice team during allocated meetings.

Confidentiality

All complaints must be treated in the strictest confidence

The practice must keep a record of all complaints and copies of all correspondence relating to complaints, but such records must be kept separate from patients’ 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.

The Care Quality Commission (CQC) makes sure hospitals, care homes, dental and GP surgeries, and all other care services in England provide people with safe, effective, compassionate and high-quality care, and encourages them to make improvements where possible.

They do this by inspecting services and publishing the results on their website: www.cqc.org.uk

You can use the results to help you make better decisions about the care you, or someone you care for, receives.

Our CQC Inspection

Our practice is inspected by the Care Quality Commission (CQC) to ensure we are meeting essential standards of quality and safety.

Our latest CQC Inspection in October 2022 rated us Good. CQC Report

NHS England requires that the net earnings of doctors engaged in the practice is publicised and the required disclosure is shown below. However it should be noted that the prescribed method of 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 for any judgement about GP earnings, nor to make comparisons with other practices.

The average pay for GPs working in Eltham Medical Practice in the last financial year was £91,842 before tax and National Insurance.

This is for three full time GPs and four part time GPs who have worked in the practice for more than six months.

The practice no longer offers GP appointments for, Letters, Medicals or Completion of form

If you do require any of the above, please complete the online Request Form or you can put your request in written to the practice along with any additional documents.

Some services provided are not covered under our contract with the NHS and therefore attract charges. Please see Why does my doctor charge fees? on the BMA website for more information

If you need a medical we will contact you to arrange an appointment.  There may be a charge depending on what is being requested.

Please note that for non-clinical requests the minimum time for completion is a minimum one month.

Patients have a duty to attend all booked appointments or provide adequate notice of cancellation where needed.

Patients who fail to attend for more than three appointments will be sent a warning letter advising that any future non-attendance may lead to their removal from the list.

Each family member wishing to see the doctor or nurse must make a separate appointment.

Any person under the age of 16 may be required to be accompanied by an adult.

Verbal abuse or physical violence to doctors, nurses, staff or other persons on the premises or to persons covering our out-of-hours service will not be tolerated, in line with NHS policy. Patients will be removed from the list if this occurs. In cases of violence, the police will be called.

Eltham Medical Practice has a legal duty to explain how we use personal information we collect about you as a registered patient. Staff at this practice maintain records about your health and the treatment you receive in electronic and paper format.

What information do we collect about you?

 We will collect information such as personal details, including name, address, next of kin, records of appointments, visits, telephone calls, your health records, treatment and medications, test results, X-rays, etc. and any other relevant information to enable us to deliver effective medical care.

How we will use your information

Your data is collected for the purpose of providing direct patient care; however, we can disclose this information if it is required by law, if you give consent or if it is justified in the public interest. The practice may be requested to support research; however, we will always gain your consent before sharing your information with medical research databases such as the Clinical Practice Research Datalink and QResearch or others when the law allows.

 In order to comply with its legal obligations, this practice may send data to NHS Digital when directed by the Secretary of State for Health under the Health and Social Care Act 2012. Additionally, this practice contributes to national clinical audits and will send the data that is required by NHS Digital when the law allows. This may include demographic data, such as date of birth, and information about your health which is recorded in coded form; for example, the clinical code for diabetes or high blood pressure.

Processing your information in this way and obtaining your consent ensures that we comply with Articles 6(1)(c), 6(1)(e) and 9(2)(h) of the GDPR.

Maintaining confidentiality and accessing your records

We are committed to maintaining confidentiality and protecting the information we hold about you. We adhere to the General Data Protection Regulation (GDPR), the NHS Codes of Confidentiality and Security, as well as guidance issued by the Information Commissioner’s Office (ICO). You have a right to access the information we hold about you, and if you would like to access this information, you will need to complete a Subject Access Request (SAR). Please ask at reception for a SAR form and you will be given further information. Furthermore, should you identify any inaccuracies, you have a right to have the inaccurate data corrected.

Risk stratification

Risk stratification is a mechanism used to identify and subsequently manage those patients deemed as being at high risk of requiring urgent or emergency care. Usually this includes patients with long-term conditions, e.g. cancer. Your information is collected by a number of sources, including Eltham Medical Practice; this information is processed electronically and given a risk score which is relayed to your GP who can then decide on any necessary actions to ensure that you receive the most appropriate care.

Invoice validation

 Your information may be shared if you have received treatment to determine which Clinical Commissioning Group (CCG) is responsible for paying for your treatment. This information may include your name, address and treatment date. All of this information is held securely and confidentially; it will not be used for any other purpose or shared with any third parties.

Opt-outs

 You have a right to object to your information being shared. Should you wish to opt out of data collection, please contact a member of staff who will be able to explain how you can opt out and prevent the sharing of your information; this is done by registering to opt out online (national data opt-out programme) or if you are unable to do so or do not wish to do so online, by speaking to a member of staff.

Retention periods

 In accordance with the NHS Codes of Practice for Records Management, your healthcare records will be retained for 10 years after death or, if a patient emigrates, for 10 years after the date of emigration.

What to do if you have any questions

 Should you have any questions about our privacy policy or the information we hold about you, you can:

1. Contact the practice and ask to speak to the General Manager, Debbie Bodycombe.
2. GP practices are data controllers for the data they hold about their patients
3. Write to the data controller at Eltham Medical Practice, 46 Westmount Road, Eltham SE9 1JE

The Data Protection Officer (DPO) for Eltham Medical Practice can be contacted via email: GPDPO@selondonics.nhs.uk.

Complaints

 In the unlikely event that you are unhappy with any element of our data-processing methods, you have the right to lodge a complaint with the ICO. For further details, visit ico.org.uk and select “Raising a concern”.

Changes to our privacy policy

 We regularly review our privacy policy and any updates will be published on our website, in our newsletter and on posters to reflect the changes. This policy is to be reviewed by 30 October 2024.

BMA GPs as data controllers under the GDPR

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, please complete our Summary Care Record Opt Out form. 

More information

For further information visit the NHS Care records website.

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.