Childrens Privacy Notice

HAVE YOU ANY – COMPLIMENTS? COMMENTS/SUGGESTIONS? CONCERNS? COMPLAINTS?

We want to hear about them

We aim to provide patients with the best care we can. If you have any compliments, comments/suggestions, concerns or complaints about our service, we want to hear about it.

We would encourage you to write to the surgery and we will direct your query to the correct team member:

Complaints/Compliments Co-ordinator

Samantha Evans

Chapel Street Surgery, 1 Chapel Street, Pelsall, Walsall, WS3 4LN

We always try to provide the best services possible, but there may be times when you feel this has not happened. If you have any comments and suggestions to make please feel free to use the suggestion box based in the main waiting room.

If you have a complaint to make, please don’t be afraid to say how you feel. We welcome feedback to help us improve our standard and you will not be treated any differently because you have complained. We will endeavour to put right anything that has gone wrong.

If you don’t wish to complain direct to the practice then the route in the first instance should be NHS England. If you are not happy with their response from NHS England then the next step is to contact the Ombudsman

Alternatively you have the right to approach:

NHS ENGLAND, PO BOX 16738
REDDITCH
B97 9PT

Patient Contact number: 0300 311 2233

Email: England.contactus@nhs.net

Ombudsman
Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP

Helpline: 0345 015 4033

Website www.ombudsman.org.uk

NHS Choices for complaints to other NHS organisations

Website www.nhs.uk/nhsengland/complaints

Complaints leaflet

Practice complaints procedure

If you have a complaint or concern about the service you have received from the doctors or any of the staff working in this practice, please let us know.  We operate a practice complaints procedure as part of a NHS system for dealing with complaints.  Our complaints system meets national criteria.

How to complain

We hope that most problems can be resolved quickly and easily, often at the time they arise and with the person concerned.  If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible – ideally within a matter of days, or at most a few weeks – because this will enable us to establish what happened more easily.  If it is not possible to do that, please let us have details of your complaint:

• Within 6 months of the incident that caused the problem; or
• Within 6 months of discovering that you have a problem, provided this is within 12 months of the incident.

Complaints should be addressed to practice manager Samantha Evans.  The Complaints Co-Ordinator will explain the complaints procedure to you and will make sure that your concerns are dealt with promptly.  It will be a great help if you are as specific as possible about your complaint.

What we shall do

We shall acknowledge your complaint within three working days and aim to have looked into the complaint within ten working days of the date when you raised it with us.  We shall then be in a position to offer you an explanation, or a meeting with the people involved.  When we look into your complaint, we shall aim to:

• Find out what happened and what went wrong.
• Make it possible for you to discuss the problem with those concerned, if you would like this.
• Make sure you receive an apology, where this is appropriate.
• Identify what we can do to make sure the problem does not happen again.

Complaining on behalf of someone else

Please note that we keep strictly to the rules of medical confidentiality.  If you are complaining on behalf of someone else, we have to know that you have his or her permission to do so.  A consent form will need to be signed by the person concerned will be needed, unless they are incapable (because of illness) of providing this.

Complaining to NHS England

We hope that, if you have a problem, you will use our complaints procedure.  We believe this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our practice.  But this does not affect your right to approach NHS England if you feel you cannot raise your complaint with us, or you are dissatisfied with the result of our investigation. You should contact:

Complaints Team, NHS England

NHS England PO Box 16738

Redditch

B97 9PT

Telephone Number 01138 247241 or 0300 3112233

Or email address: england.contactus@nhs.net

If you remain dissatisfied with the outcome you may refer the matter to:

The Parliamentary and Health Service Ombudsman

Millbank Tower

Millbank

London

SW1P 4QP

Telephone number: 0345 0154033

Or email address: www.ombudsman.org.uk

NHS Choices for complaints to other NHS organisations

Website www.nhs.uk/nhsengland/complaints

Download a copy Of the Patient Leaflet and Patient Third-Party Enquiry / Complaint Consent Form

We ask for personal information so that you can receive appropriate care and treatment.
The information is recorded on computer and we are registered under the Data Protection Act (1998). The practice will ensure that patient confidentiality is maintained at all times by all members of the practice team. However, for the effective functioning of a multi-disciplinary team it is necessary on occasions to share medical information about you with other members of the team.

View/ Download our Covid Privacy Notice.

Privacy Notice for Staff

Employee Privacy Notice

For important information regarding GDPR, please view the below document:

Data Protection Privacy Notice

Privacy Notice

All GP’s are required to declare the mean earnings (average PAYE) for GP’s working within the Practice.

The average pay for GP’s working in Chapel Street Surgery in the last financial year was £101,100.50 before tax and national insurance.

Contributions – This is for 1 full time GP and 1 locum GP working at the practice for more than 6 months.

In order to meet the NHS aim of providing you with the highest quality of health care, we need to keep records about you, your health and the care we have provided or plan to provide.

Your records may include:

Basic details about you, contact we have had with you, notes & reports about your health,details of care & treatrment or relevant information from people who care for you and know you well i.e health professionals.

It is good practice in the NHS for care providers to:

Discuss & agree with you what they will record about you, to show you what they have written about you if you ask.

How your records are used:

The people who care for you use your records to:

Provide a good basis for all health decisions made in consultation with you & other health care professionals, deliver appropriate health care, make sure your care is safe and effective and work effectively with others providing you with health care.

We keep your information confidential as we have a legal duty to keep any information about you confidential.

Click the link below to view our poster on how your data matters to the NHS:

Your Data Matters

MEDICATION REVIEWS

Walsall CCG Medicines team, practice based pharmacists and other NHS Pharmacy teams will be supporting GP practices to conduct medication reviews, clinincal audits, medicine safety and medicines optimisation initiatives for patient care. Should you not wish your medical records to be used in this way, please contact a member of staff at any time.

From 1st April 2015, all practices are required to allocate a named accountable GP to all patients.

Our patients have, therefore, been assigned a named GP, you can be advised of this at your next contact with the practice.

This will not impact on your experience at the surgery, the provision of appointments at Chapel Street Surgery, your treatment or which GP you can see.
You may wonder why your allocated GP is not necessarily the one you see most regularly. Please be assured that you can still access all of our medical team in exactly the same way as before. Having been advised of your named accountable GP, should you have any concerns please raise at your next contact with the surgery.

Question and Answers:

What does Accountable Mean:

Your named accountable GP will oversee the co-ordination of your care amongst the other health professionals.

Does this mean that my named accountable GP will take 24 hr responsibility for my care:

NO, the named accountable GP will not take on 24 hr responsibility for your care, your named GP will purely oversee the care that you receive

Does this mean that I have the right to see my named GP every time I book an appointment:

NO, a patient can express who they would like to see, however, this may not always be possible due to appointment availability with that GP.

Can patients still see any GP they wish:

YES, a patient can continue to see any GP they wish as they currently do.

Will I be informed in writing who my accountable named GP is:

NO, we do not have to inform you in writing. If you would like to know who your named GP is then please contact us.

All patients, over the age of 75  will  also be entitled to receive a Health check.

We will allocate patient’s a named GP by the first letter of their surname, please see below

• A-   M – Dr Nambisan
• N – Z – Dr Fida

Patient Privacy Notice

A Summary Care Record is a way of telling health and care staff important information about a person.

Read this easy read photo story about adding additional information to your summary care record.

It tells staff caring for someone about their medicines and allergies.  This means they can look after the person if they are not at their usual doctor’s surgery.

For people with a learning disability, autism or both a doctor might ask if they can add some additional information to the summary care record. This will mean if a person needs treatment by other services like emergency or urgent care they will have more information about them.

More information about the Summary Care Record, including an easy read leaflet, is available on the NHS Digital website.

Information for health professionals

You can help people with a learning disability by asking if you can add additional information to their summary care record.

Any information from the person’s GP record which could help staff support the person better will be automatically added.  This could be things like how they want to be communicated with or any reasonable adjustments that need to be made.

To make sure other NHS services can access this information you need to opt in to adding additional information to the Summary Care Record. There is a question on the annual health check national template to encourage more people to agree to having additional information added to their Summary Care Record.

More information for GPs about using summary care records to make more information available in care settings is available on the NHS Digital website.

Opting out

The purpose of SCR is to improve the care that you receive, however, if you don’t want to have an SCR you have the option to opt out. If this is your preference please inform your GP or fill in an SCR opt-out form and return it to your GP practice.

Regardless of your past decisions about your Summary Care Record consent preferences, you can change your mind at any time. You can choose any of the following options:

1. To have a Summary Care Record with Additional Information shared. This means that any authorised, registered and regulated health and care professionals will be able to see a enriched Summary Care Record if they need to provide you with direct care.
2. To have a Summary Care Record with core information only. This means that any authorised, registered and regulated health and care professionals will be able to see information about allergies and medications only in your Summary Care Record if they need to provide you with direct care.
3. To opt-out of having a Summary Care Record altogether. This means that you do not want any information shared with other authorised, registered and regulated health and care professionals involved in your direct care, including in an emergency.

To make these changes, you should inform your GP practice or complete the SCR patient consent preferences form and return it to your GP practice.

Chapel Street Surgery has a Zero Tolerance Policy towards aggressive behaviour.

Shouting, swearing or being abusive will not be tolerated under ANY circumstances.

Patients who display any of the following behaviour could be asked to leave the premises and could be removed from our patient list:

• Using bad language or swearing
• Acting in a physically aggressive or intimidating way
• Verbal abuse towards the staff in any form including insulting the staff
• Racial abuse and sexual harassment
• Abuse related to a person’s religion, sexuality, gender, age or disability
• Any physical violence
• Persistent or unrealistic demands that causes stress to staff
• Causing damage or stealing from the Practice’s premises, staff or patients
• Obtaining drugs and/or medical services fraudulently
• Any other episode in which an employee is abused, threatened or assaulted in circumstances relating to their work

We are here to help and aim to be as polite as possible, even during difficult times.

We are a Zero tolerance practice and do not tolerate any form of verbal or physical abuse, bullying or any other form of intimidation. Any patient displaying behaviour of this nature towards staff, doctors or other patients, will be removed from the list with immediate effect, and if appropriate the matter will be reported to the police & the Black Country ICB.