Practice Policies & Patient Information
Access my medical records
The Access to Health Record (AHR) Act came into being in 1992, allowing people to have the right to have sight of their medical records. Under the Data protection Act 1998, you have the right to access all of your health records including those held by your GP.
If you wish to view the records held by the practice, your request should be put in writing for the attention of The Practice Manager.
If you need access to any health records that are held by any community based site, including the following:
- Royal Leamington Spa Rehab Hospital
- Alcester Hospital
- Ellen Badger Hospital
- Bramcote Hospital
Or any of the following services:
- Health Vistors
- Pysiotherapy
- Child Health
- Occupational Health
- Occupational Therapy
- District Nursing
You can request the relevant forms from NHS Warwickshire directly by writing to:
AHR / FOI Officer
Westgate House
Market Street
Warwick
CV34 4DE
Complaints
How do I complain
We aim to provide the highest level of care and to treat all patients with respect. If for whatever reason you are not happy with the service you have received please contact the Practice Manager, Ann Barry who will listen to any concerns you may have. Complaints can be made either in writing or by calling the surgery and speaking to the practice manager.
CQC
Care Quality Commission
We are registered with the Care Quality Commission, they are the independent regulator of health and social care services in England. They make sure that the standard of care we deliver meets government standards. They will inspect the Practice to check if standards are being met or not, and ask people about their experiences of care, talk to our staff and check that we have the right systems and processes in place. They will judge whether we are meeting the required standards and publish their findings on their website. Please click on the link for more information.
https://www.cqc.org.uk/location/1-4826321374/contact
GDPR – How we manage your data securely
As you may already know, on 25th May 2018 the General Data Protection Regulation (GDPR) will come into force. This will replace the Data Protection Act 1998 and is intended to improve the safety and security of personal data held by organisations, and make sure that people understand what information is held about them and why.
We have always taken great care of the personal information we hold about patients, but the new law means that we are taking some further steps, and we want to tell you about these.
- Firstly, you should be aware that you have a number of rights under the GDPR. You have the right to:
- Be informed about how we use your personal data.
- Request access to the personal data that we hold.
- Request that your personal data is amended if it is inaccurate or incomplete.
- Ask us to erase your personal data if there is no compelling reason for its continued processing.
- Request that the processing of your data is restricted.
- Object to your personal data being processed.
We have undertaken a comprehensive data mapping exercise and used this information to update our privacy notice. A copy is available at the surgery on the notice board and we have also provided a link to the document – see below:
GP Earnings
In accordance with our GMS contract we are required to publish the GP Net Earnings for all GPs and locums working at this surgery:
The average pay for GPs working in Queens Road Surgery in the last financial year was £40,454 before tax and national insurance. This is for 3 part time GPs who worked in the practice for more than 6 months.
NHS England require that the net earnings of doctors engaged in the Practice is publicised, and the required disclosure is shown above. However, it should be noted that the prescribed method for 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 to form any judgement about GP earnings, nor to make any comparison with any other Practice.
Dated Added: 6th July 2019
Our ICB
Coventry and Warwickshire Integrated Care Board
Contact details
Address
NHS Coventry and Warwickshire Integrated Care Board
(HQ Westgate House, Warwick)
C/O Parkside House
Quinton Road
Coventry
CV1 2NJ
Telephone
0247 655 3344
Website
cwicb.contactus@nhs.net
Patients Rights and Responsibilities
Please treat all doctors and practice staff with courtesy and respect.
Violence or abuse is not tolerated and any patient acting in this manner will be removed from the list.
You are responsible for your own health and that of your children and you should take appropriate action and advice.
Please try and follow medical advice offered and take medication as advised.
Please keep your telephone call brief and avoid calling during peak morning surgery hours for non-urgent matters.
Please do not ask for or arrange a specialist appointment without first discussing the matter with the doctor. If you later decide you no longer need an appointment made for you, please inform us and the hospital.
If you are not completely satisfied with any part of your care, please do let us know so that we may learn from your experience.
You have the right at any time to leave our list and to register with another practice.
Practice Charter
Our approach to your healthcare
We believe that good General Practice is a partnership requiring doctors and patients to work together to achieve the best possible outcome. All patients at this surgery are given Dr Henderson as their named GP, accountable for managing all healthcare needs for each individual patient.
You will be treated as a partner in the care you receive . We will treat you as an individual and give you respect and courtesy at all times, irrespective of your ethnic origin, religious belief, personal attributes or the nature of your health problems.
Following discussions with you, you will receive the most appropriate treatment. This will not be given without your consent.
Patient’s rights and responsibilities
Being in partnership with us to care for your health & well being means that we would expect you to try and follow all medical advice offered and to take any medication that is prescribed.
We would also expect you to treat the doctor, and all practice staff with courtesy and respect.
Who has access to patient information
Your Personal Health Information
To give you the care you need, we keep information about your health and lifestyle and any illnesses, test, prescriptions and other treatments that you have had. When this information contains things that can identify you, such as your name, address, postcode or date of birth, it is called your personal health information. Your personal health information is stored securely on paper or on computer, or both.
We sometimes share your personal health information with other organizations involved in your healthcare. We only share relevant information. For example, when your GP refers you to a specialist at the hospital we send relevant details about you in the referral letter and receive information back from them.
Sometimes, we might use information about you and other patients to help improve our services or to check that they are up to standard. Whenever we do this we will make sure that as far as possible we do not share any information that could identify you.
Sometimes the law requires us to pass on information to other organizations. For example, we have to report all births, deaths and certain diseases or crimes.
The law sets out how we can use your personal health information. The Data Protection Act gives you rights about how your personal information is used, including a right to see the information we hold about you. All NHS staff have a legal duty to keep information about you confidential and they follow a staff Code of Practice on Protecting Patient Confidentiality.
If you have any questions about how we use your personal health information, or would like to see your health records please contact our Practice Manager.
Policy on violent or abusive patients
The practice will not tolerate abusive, threatening or violent behaviour directed towards any member off staff or patient. Any incidents of such behaviour will be dealt with severely and may result in the patient being removed from the list.
Abusive language on the telephone will not be tolerated and staff have been advised to disconnect the call.
Change of patient’s personal details
You will be required to complete a form, obtained from reception if you change your name, address or telephone number. If your new address is out of the Practice boundary you may be asked to re-register with a practice nearer to your new residence.
When should I see a nurse?
You will often have been referred by the doctor to see the nurse, who runs specialised clinics in Contraception, Diabetes, Asthma, Smoking Cessation, Immunisation, Travel Vaccination, Flu vaccination, Hypertension, Dietary advice. The nurse will also deal with the removal of stitches and wound management and dressings.
Why see a nurse instead of a doctor?
The doctor has many calls on her time and often the routine monitoring of certain conditions can safely be transferred to the practice nurse who is trained in most aspects of clinical care and is therefore a valuable link between the patient and the doctor. If the nurse is not able to resolve any concerns that you have, then she will contact the doctor as soon as possible.
Nursing care at home
Home visits will be made, at the doctor’s discretion and only to patients whose medical condition prevents them attending the surgery. Therefore allowing the doctor more consultation times in the practice .
If possible, please request a home visit early in the morning. Preferably between 9:00 am and 10:00 am .
How can patients have their say
The practice has a patient participation group which meets regularly to discuss relevant issues and aspects of care at the surgery. The group is co-ordinated by Mrs Ann Barry, the Practice Manager.
Privacy Notice
Request Information
How Do I > Request Information
If you would like to see your records, please contact the surgery for advice. Alternatively read our page about getting access to your medical records.
Freedom of Information – Publication Scheme
The Freedom of Information Act 2000 obliges the practice to produce a Publication Scheme. A Publication Scheme is a guide to the “classes” of information the practice intends to routinely make available. The scheme is available from the practice manager. Please request a copy in writing.
Statement of Purpose
Zero Tolerance
The practice will not tolerate abusive, threatening or violent behaviour directed towards any member off staff or patient. Any incidents of such behaviour will be dealt with severely and may result in the patient being removed from the list.
Abusive language on the telephone will not be tolerated and staff have been advised to disconnect the call.