Practice Policies & Patient Information
Access to a Deceased Patients Record
Complaints
We hope that you will be happy with the services that you receive from the practice. However, there may be an occasion whereby you wish to make a complaint and in these circumstances you should download and complete our practice complaints procedure and form.
When completed, please post to the surgery and mark for the attention of our Practice Manager.
Cyber Security Awareness Training
Heath Hayes Health Centre has Successfully Completed the Cyber Security Awareness Training Course in:
- Understanding Cyber Threats
- Passwords and Authentication
- Protection and Prevention
- Digital Footprint
Data Protection Privacy Notice for Employees and Candidates
Data Protection Privacy Notice for Patients
These privacy notices let you know what happens to any personal data that you give to us, or any that we may collect from or about you. They apply to personal information processed by or on behalf of the practice.
Diabetes Prevention Programme Privacy Notice
Disclosure After Death of a Patient
Essential Services
The Practice will provide within core hours, primary medical services required for the management of its registered patients and temporary residents, who are, or believe themselves to be, ill with conditions from which recovery is generally expected, terminally ill or suffering from chronic disease; delivered in the manner determined by the practice in discussion with the patient.
The Practice will also provide primary medical services required within core hours for the immediate necessary treatment of any person requesting treatment owing to an accident or emergency at any place within its practice area.
The Practice will include the provision of appropriate ongoing treatment and care to all registered patients and temporary residents, taking account of their specific needs including the provision of advice in connection with patients health, including relevant health promotion and the referral of other NHS services.
Freedom of Information Act
GP Data for Planning and Research
GP Practice Privacy Notice NHS Digital
We are providing data to NHS Digital as part of the General Practice Data for Planning and Research data collection, so that patient data can be used to help improve everyone’s health and care. Under data protection law we must tell you about how we use your personal information. Please see General Practice Data for Planning and Research: GP Practice Privacy Notice for further information.
If you would like to opt out please download and complete a Register your Type 1 opt out preference form and return it to your surgery.
NHS Summary Care Records
As part of a mandatory, national programme each GP Practice will have to make a summary care record for each patient (unless the patient has already opted out).
Please read the information regarding this.
If you wish to opt out download and complete the opt out form and return to the Practice (see below).
Information Website
Summary Care Records on the NHS Digital website.
Information Leaflets and Opt Out Form
One Health and Care
One Health and Care is a confidential digital shared care record for people living in Staffordshire and Stoke-on-Trent. One Health and Care brings data together from the different organisations involved in health and social care.
Other Useful Data Links
- Information Commissioners Office Guide to Privacy and Electronic Communications Regulations
- Information Commissioners Office Guide to the UK General Data Protection Regulation (UK GDPR)
- NHS Digital General Data Protection Regulation (GDPR) Information
- The General Practice (GP) contract
- The Data Protection Act
- Quality Outcomes Framework (Qof)
- NHS General Practice Ratings
Patient Charter
The doctors and staff are committed to providing a high quality medical service to our patients, and to treat all patients and visitors with respect and courtesy. We will endeavour to provide you with or direct you to such diagnostic, therapeutic and preventative services as will ensure the best outcome for your problems within the constraints of what is possible, reasonable and practicable.
We ask that patients and their families treat us with respect and courtesy. The health centre has a policy of removing any patient from our list who is verbally or physically abusive towards staff or other patients.
Patient Consent Form For Another Person To Discuss Your Medical Care
Patient Preference of Practitioner
All registered patients have the right to express a preference to receive services from a particular Doctor, either generally or in relation to any particular condition; such preferences will be recorded by the Practice.
The Practice will endeavor to comply with any reasonable preference, but need not do so if the preferred performer has reasonable grounds for refusing to provide services to the patient or if the performer does not routinely perform the services in question within the Practice.
Statement of Purpose
Our aim is to provide holistic care to all of our patients from cradle to grave, including those patients who have multiple co-morbidities, people with special needs and vulnerable groups.
All patients will be treated in an open and transparent way with dignity and respect, whilst protecting their confidentiality.
Every patient will be given excellent care without discrimination.
Patients will be offered appointments in a variety of settings and with a variety of Health Professionals.
The practice will work alongside other NHS agencies.
Telephone Call Recording
Please note that telephone calls to and from the surgery may be recorded and processed in accordance with the General Data Protection Regulation 2016 and the Data Protection Act 2018, calls are recorded for monitoring, training and dispute resolution purposes.
The purpose of the call recording is to provide an exact record of the call which will:
- Protect the interests of both parties
- Help improve Practice performance and best Practice
- Establish the facts in the event of a complaint either by a patient or a member of staff and so assist in resolving it.
- Establish the facts and assist in the resolution of any medico legal claims made against the practice or its clinicians.
A call recording may also be used as evidence in the event that an employee’s telephone conduct is deemed unacceptable. In this situation the recording will be made available to the employee’s manager, to be investigated as per the Practices’ disciplinary policy.
For further information please contact the surgery.
Transferring Your Electronic Health Record
Your GP practice holds copies of your patient health record electronically and in paper format. Both contain the healthcare information about you that your GP needs including your medical history, medications, allergies, immunisations and vaccinations.
If you have previously registered with a different GP in England, upon registering at this practice your electronic health record will, where possible, be transferred automatically from your previous practice through the use of an NHS system called GP2GP.
Your Data Matters to the NHS
Information about your health and care helps us to improve your individual care, speed up diagnosis, plan your local services and research new treatments.
In May 2018, the strict rules about how this data can and cannot be used were strengthened. The NHS is committed to keeping patient information safe and always being clear about how it is used.
You can choose whether your confidential patient information is used for research and planning.
Choose if data from your health records is shared for research and planning
Zero Tolerance to Violence Policy
All practices, in line with government guidelines, have a ‘Zero Tolerance to Violence’ policy. This means that any violent or abusive behaviour or perceived threatening behaviour, whether verbal or otherwise to staff or members of the public on practice premises will not be tolerated. We can refuse to provide a service, report the incident to the Police and request that the patient and their family be removed from their Practice list.
#ZeroTolerance
NHS staff should be able to come to work without fear of violence, abuse or harassment from other staff or the general public
- We are the NHS
- We Are Proud To Be Diverse.
- We Say No To Racism And Discrimination.
- We Do Not, And Must Never, Accept Racism In Any Part Of Our NHS. We Have A Zero Tolerance To Discrimination And Racism