Our CCTV cameras are located within the surgery waiting room and externally between surgery buildings and both patient and staff parking areas. We take the privacy and dignity of all our patients, staff and visitors very seriously, always taking care to position our cameras accordingly and do not have any hidden cameras in any of our public areas.

All the images are recorded 24 hours a day.

Our cameras aim to:

• To protect staff, patients and visitors
• To protect NHS premises
• To increase personal safety and reduce the fear of crime
• To reduce incidents of violence and aggression to staff members
• To support the police in reducing and detecting crime
• To assist in identifying, apprehending and prosecuting offenders
• To provide a deterrent effect and reduce criminal activity
• To assist in traffic management and car parking schemes

If you have would like any information about our use of CCTV, or have any issues regarding CCTV please contact Montpelier Health.

Montpelier Health Feedback and Complaints

If you are dissatisfied or especially pleased with your experience at Montpelier Health Centre, you can tell us by offering feedback or submitting a complaint. Both forms are attached at the bottom of this page, and you can send your completed form to the email address below, or give it to a health navigator at the surgery.

If you have submitted a complaint to the Practice, we will acknowledge receipt of this within 2 working days. In accordance with our Complaints Policy, we will complete a full investigation into the matters you have raised and respond formally within 30 days from the date of acknowledgement, but wherever possible we will aim to respond with 10 working days.

If you are dissatisfied with our response, you can escalate the complaint to the Health and Parliamentary Ombudsman. Please see the section ‘unresolved complaints’ for further information under our policies.

If you require support in filling out the form by way of a translator, please discuss with a Health Navigator as we use a service called ‘Language Line’ to assist with such matters.
Email: bnssg.mhccomplaints@nhs.net

• Feedback Form
• Complaints Form

Making Complaints or Raising Concerns About NHS Services in Bristol

How to complain to the NHS – NHS (www.nhs.uk)

BSL Video link: Tips on making a complaint to the NHS in England – YouTube

Bristol, North Somerset and South Gloucestershire ICB has responsibility to commission the best possible health treatment and care for the local population.

You can help improve the quality of services by sharing your experience with the BNSSG Customer Services Team. They can advise and help you with a variety of enquiries including general queries, compliments, concerns, and complaints.
The service is confidential and your feedback will not affect your treatment in any way.

Services the ICB Commissions for You

• Urgent and Emergency Care
• Planned (elective) hospital care, such as operations and treatments
• Community health services
• Rehabilitation for those recovering from operations and certain conditions
• Maternity and newborn services (excluding neonatal intensive care)
• Infertility services
• Children and young people’s health services
• Mental health services
• Continuing health care for people with on-going health needs, such as nursing care

If you do not feel you can talk about your problem with Montpelier Health, please contact the BNSSG ICB Customer Services for advice and help on how to move forward with your concerns using the details below.

Tel: 0800 0730907
Email: bnssg.customerservice@nhs.net
Post: NHS Bristol, North Somerset and South Gloucestershire ICB, Floor 2 North Wing, 100 Temple Street, Bristol, BS1 6AG

North Bristol NHS Trust: Cossham and Southmead Hospital
Advice & Complaints Team (ACT)
Beaufort House, Beaufort Way, Southmead Hospital, Bristol, BS10 5NB
Tel: 0117 323 3741
Fax: 0117 323 6561
Email: complaints@nbt.nhs.uk

You may not wish to raise a complaint but would like us to be aware of an issue and try to make it right. In this case, NBT’s Patient Advice and Liaison Service (PALS) will deal with your concerns and try to resolve these for you as quickly as possible.
To raise a concern you can:
• Complete the form selecting ‘raising a concern’
• Pop in to see the PALS team in the PALS office (Frome Room), Monday to Friday from 9am to 4pm, Gate 18, Brunel building, Southmead Hospital
• Email pals@nbt.nhs.uk
• Call 0117 414 4569

University Hospitals Bristol: Bristol Eye Hospital, Bristol Royal Infirmary, Bristol Dental Hospital, Bristol Royal Hospital for Children, St Michael’s Hospital, Bristol Haematology and Oncology Centre, Bristol Heart Institute, South Bristol Community Hospital, Bristol Homeopathic Hospital, Bristol Sexual Health Centre.  The Patient Advice and Liaison Service (PALS) and Complaints Team is in place resolve any concerns, queries or questions that patients, their families or members of the public raise with us about the Trust.

Tel: 0117 342 1050
Email: PALSandComplaints@uhbw.nhs.uk
Post: University Hospitals Bristol and Weston NHS Foundation Trust, PALS and Complaints Team, A201, Welcome Centre, Bristol Royal Infirmary, Upper Maudlin Street, Bristol, BS2 8HW

For further information about their service, please click on the link for the PALS and Complaints Team leaflet which is available in:

• English
• Chinese
• Bengali
• Romanian
• Bulgarian
• Polish
• Somali
• Urdu
• Easy read format

The PALS and Complaints Team leaflet is also available in other languages/formats on request.

How to complain to the NHS – NHS (www.nhs.uk)

Unresolved Complaints

In all complaints, the final stage for unresolved complaints is to ask the Parliamentary and Health Service Ombudsman to review the complaint.  You can call them on 0345 015 4033, or Text ‘call back’ with your name and mobile number to 07624 813 005 and they will get back to you.

Advocacy is commissioned by the council from ‘The Advocacy People’. They can offer different levels of support from self-advocacy through to trained volunteer advocates and professional advocacy. They support patients to look at different options and possible outcomes so they can make informed choices about what action they can take. They can be contacted on 0330 440 9000, or email info@theadvocacypeople.org.uk.  You can also text 80800 start message with PEOPLE.  Another service available is ‘South West Advocacy Network’ (SWAN), who you can call on 0333 3447928 or email banes@swanadvocacy.org.uk.

There are various data systems which use your information in various ways. Some, such as the national HSCIC (Health and Social Care Information Centre) use anonymised information about you, and some including the national Summary Care Record and the local Connecting Care schemes hold information specific and personal to you.

Please find out more about the national HSCIC and Summary Care Record schemes, and how to opt out of these by visiting the NHS Choices Website.

Connecting Care is a local scheme which meets the same quality and data protection standards as national schemes, and it uses your information for sharing your data with other authorised and regulated health service providers such as hospitals. For more information contact the surgery or visit the Connecting Care website (website details should be on the form).

If your data is being uploaded to Connecting Care, you will have been written to and given the opportunity to opt out.

• Connecting Care Opt Out Form

Registration Certificate – Z6029782

Montpelier Health and our staff will not discriminate against a disabled person by providing less favourable treatment such as:

• Refusing to provide any service which is available to other members of the public;
• Providing service of a lower standard or in a worse manner;
• Providing service on worse terms;
• Failing to make reasonable adjustments for disabled persons, with the effect that it is impossible or unreasonably difficult for the disabled person to make use of any such service.

The Freedom of Information Act 2000, recognises that members of the public have the right to know how public services are organised and run, how much they cost, and how decisions are made.

This practice fully complies with this Act, and if you require a copy of the Act, please contact the Practice Manager for further details.

Download a copy of the Freedom of Information Publication Scheme

All GP practices are required to declare the mean net earnings (e.g. Average pay) for GPs working to deliver NHS services to patients at each practice. This is required in the interests of the greater public accountability, recognising GP pay is ultimately funded from tax paid by the public.

The average pay for GPs working in  Montpelier Health Centre in the last financial year was £53,906 before tax and national insurance.  This is for 0 full time GPs, 12 part time GPs and 3 locum GPs who worked in the practice for more than six months.

We respect your right to privacy and keep all your health information confidential and secure.

It is important that the NHS keeps accurate and up-to-date records about your health and treatment so that those treating you can give you the best possible advice and care. This information is only available to those involved in your care and you should never be asked for personal medical information by anyone not involved in your care.

We are obligated to advise you about the ways your data and medical information is being stored and used, both by Montpelier Health, and by other health and social care schemes and organisations.

Patient Privacy Notice – MHC September 2024 (1)

Privacy Notice for Patients aged between 13-16 – MHC September 2024

Easy-Read-Privacy-Policy-September-2024

What is Proxy Access?

Proxy access was developed to allow someone other than the patient to access and manage parts of their GP online services account. The person acting on behalf of the patient for example a parent or carer (the proxy) is given their own online access account (rather than using the patient’s login details).

To obtain proxy access a person must be registered for online access at the practice where the patient they are acting for is registered. Proxy access is the recommended alternative to sharing login details. Every practice is required to verify patient identity documentation, or individually vouch for each patient requesting access to online services.

Please contact the practice who will advise how to request Proxy Access.

The surgery sends reminders by text message to patients with mobile phone numbers recorded on our systems.

If you do not wish to receive these reminder messages please let a member of our team know.

Please complete the form to give consent.

We are committed to the future of General Practice and have a keen interest in teaching and research.

Montpelier Health Centre is a Training Practice and a number of our GPs are regularly involved in the teaching of medical students from first to fourth years.

We also have qualified doctors working at the practice as part of their post graduate training. They have daily appointments and work closely with our GPs and members of our clinical team.

We aim to treat every patient with respect and in a polite and friendly manner. We ask that you treat the staff, doctors and other patients here the same way. We take any threatening, abusive or violent behaviour against any of our staff or patients very seriously.

If a patient persists in violent or abusive behaviour after being warned to stop, we may exercise our right to take action to have them removed from our list of patients.