Wake Green Surgery is part of Our Health Partnership and is a member of Birmingham & Solihull Clinical Commissioning Group (ICB).
Wake Green Surgery is a proud member of MOBY (Moseley, Billesley and Yardley Wood, Victoria Road Surgery) Primary Care Network working with Greenridge Primary Care Centre, Poplar Road Surgery, Baldwins Lane Surgery and Yardley Wood Health Centre.
Practice Policies
Access to your medical records online
The NHS wants to give people better ways to see their personal health information online. We know that people want to be able to access their health records. It can help you see test results faster. It also lets you read and review notes from your appointments in your own time.
We’re now letting you see all the information within your health record automatically. If you are over 16 and have an online account, such as through the NHS App, NHS website, or another online primary care service, you will now be able to see all future notes and health records from your doctor (GP). Some people can already access this feature, this won’t change for you.
This means that you will be able to see notes from your appointments, as well as test results and any letters that are saved on your records. This only applies to records from your doctor (GP), not from hospitals or other specialists. For most people, access will be automatic, and you won’t need to do anything.
Your doctor (GP) may talk to you to discuss test results before you are able to see some of your information on the app. Your doctor (GP) may also talk to you before your full records access is given to make sure that having access is of benefit to you. There might be some sensitive information on your record, so you should talk to your doctor if you have any concerns.
These changes only apply to people with online accounts. If you do not want an online account, you can still access your health records by requesting this information through reception. The changes also only apply to personal information about you. If you are a carer and would like to see information about someone you care for, speak to reception staff.
The NHS App, website and other online services are all very secure, so no one is able to access your information except you. You’ll need to make sure you protect your login details. Don’t share your password with anyone as they will then have access to your personal information.
If you do not want to see your health record, or if you would like more information about these changes, please speak to your GP or reception staff.
Chaperone Policy
The role of the Chaperone is to provide patient reassurance and help support patient dignity and safety. We will offer you a Chaperone for all intimate procedures at the practice and you may also request one if you wish at any other time during your consultation.
All chaperones we use at Wake Green have been appropriately trained in the role.
Complaints
If you have a complaint or concern about the service you have received from the doctors or any of the personnel working in this practice, please let us know. We operate a practice complaint procedure as part of an NHS complaints system, which meets or exceeds national criteria.
How to complain
We hope that we can sort most problems out easily and quickly, often at the time they arise and with the person concerned.
If you wish to make a formal complaint, please do so as soon as possible, ideally within a matter of a few days. This will enable us to establish what happened more easily. If doing that is not possible your complaint should be submitted within 12 months of the incident that caused the problem; or within 12 months of discovering that you have a problem.
You should address your complaint in writing to the Practice Manager, who will make sure that we deal with your concerns promptly and in the correct way.
You should be as specific and concise as possible.
Complete the complaints form online, or download a form and return to the practice once completed.
Complaining on behalf of someone else
We keep strictly to the rules of medical confidentiality.
If you are not the patient, but are complaining on their behalf, you must have their permission to do so. An authority signed by the person concerned will be needed, unless they are incapable (because of illness or infirmity) of providing this.
A Third Party Consent Form is provided below.
What we will do
We will acknowledge your complaint within 5 working days and aim to have fully investigated within 25 working days of the date it was received. If we expect it to take longer we will explain the reason for the delay and tell you when we expect to finish.
When we look into your complaint, we will investigate the circumstances; make it possible for you to discuss the problem with those concerned; make sure you receive an apology if this is appropriate, and take steps to make sure any problem does not arise again.
You will receive a final letter setting out the result of any practice investigations.
Taking it further
If you remain dissatisfied with the outcome you may refer the matter to NHS England, who commission local health services, or if you are still not satisfied by their response, the next step would be to contact the Parliamentary and Health Service Ombudsman (PHSO) to review how the complaint has been handled.
Complaints to NHS England
If a complainant has concerns relating to a directly commissioned service by NHS England, then the first step is, where appropriate, for complaints and concerns to be resolved on the spot with their local service provider. This is called by NHS England ‘informal complaint resolution’ and is in line with the recommendations of the Complaints Regulations of 2009. If it is not appropriate to raise a concern informally or where informal resolution fails to achieve a satisfactory outcome, the complainant has the right to raise a formal complaint with either the service provider or the commissioner of the service NHS England.
A complaint or concern can be received by mail, electronically or by telephone via these details:
By telephone: 03003 11 22 33
By email: england.contactus@nhs.net
By post: NHS England, PO Box 16738, Redditch, B97 9PT
The Parliamentary and Health Service Ombudsman
Millbank Tower,
Millbank,
London,
SW1P 4QP
Tel: 0345 0154033
If you are not happy with the Ombudsman’s decision, then you can appeal directly to the PHSO, and details of this process can be found on their website: www.ombudsman.org.uk. Once the Ombudsman or one of their senior staff has considered the complaint and sent a response, their decision is final. Unless you raise any new issues that they consider significant to the complaint, they will not send further replies (but will still acknowledge further correspondence).
GP Earnings
It is now a requirement that GP net earnings are disclosed.
The average pay for GP’s working in Wake Green Surgery in the last financial year was £83,074 before tax and national insurance. This is for 5 part time GPs who worked in the practice for more than six months.
Registration Policy
Anybody in England, whether a resident or overseas visitor, may access primary care services at a GP Practice without charge. No documents are required to register with a GP; however, to facilitate the registration process we would request that two forms of identification are produced, ideally if possible, one should be photographic, and one must contain your address.
These documents maybe be used to confirm your details with our local Health Authority. This also helps to ensure the correct matching of your details to any existing NHS record, enabling previous medical records to transfer smoothly between practices. We appreciate your assistance in this matter.
Types of acceptable photographic evidence:
- Passport
- Drivers Licence
Other documents for proof of residency that are acceptable are:
- Recent utility bill (within the last 3 months)
- Council Tax document
- Bank statement (name and address section only required)
- Solicitors letter (clearly showing your name and address)
If you are unable to provide photographic evidence than we would request you provide one of the the above and one of the following:
- Birth Certificate
- Marriage Certificate
- Divorce Annulment Papers
If you have any questions regarding NHS entitlement, or our Registration Policy, please contact the practice.
Summary Care Record
The NHS in England is introducing the Summary Care Record, which will be used in emergency care. The record will contain information about any medicines you are taking, allergies you suffer from and any bad reactions to medicines you have had, to ensure those caring for you have enough information to treat you safely.
As a patient you have a choice:
Yes I would like a Summary Care Record
You do not need to do anything and a Summary Care Record will be created for you. Healthcare staff will ask your permission before they look at your record, except in certain circumstances for example if you are unconscious.
No I do not want a Summary Care Record
Copies of the opt out form can be picked up from the practice or requested from the dedicated NHS Summary Care Record Information line on 0300 123 3020.
For more information, telephone the dedicated NHS Summary Care Record Information Line on 0300 123 3020 or visit the website where you can find information in other formats and languages.
You can choose not to have a Summary Care Record and you can change your mind at any time by informing the surgery.
If you do nothing we will assume that you are happy with these changes and create a Summary Care Record for you. If you are the parent or guardian of a child under 16 and feel that they are old enough to understand, then you should make this information available to them.
