This website is run by Iatro however the content is maintained by Palfrey Health Centre. We want as many people as possible to be able to use this website, and that means you should be able to:

• Change colours, contrast levels and fonts
• Zoom in up to 400% without text spilling off the screen
• Navigate the website using just a keyboard
• Navigate the website using speech recognition software
• Listen to most of the website using a screen reader (including the most recent versions of JAWS, NVDA and VoiceOver)

We’ve also made the website text as simple as possible to understand.

AbilityNet has advice on making your device easier to use if you have a disability.

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A veteran is anyone who has served a day or more in the UK Armed Forces and can be of any age, gender, sexuality, ethnicity and nationality.

There are 1.74 million in England and research shows that many may be silently struggling with physical or mental health problems as they worry that they won’t be understood by civilian health and care professionals.

Armed forces GP accreditation programme member

Complaints, Compliments and Concerns

If you have any concerns about the care you receive at our practice, in the first instance please contact us;

• ask to speak to the Practice Manager on 01922 627788
• or you can make an appointment with the Practice Manager
• write to us, send your written complaint to, Mr O Siddiq, Practice Manager, Palfrey Health Centre, 151 Wednesbury Road, Walsall, WS1 4JQ

We want to provide the best service possible and welcome any suggestions or comments you may have.

If you do not wish to complain direct to the practice in the first instance, you can contact NHS BCICB;

Complaint form:

Complaint Form :: Black Country ICB

Post;

Time2Talk
NHS Black Country Integrated Care Board (ICB) Civic Centre
St Peter’s Square
Wolverhampton
WV1 1SH

Website:

https://blackcountry.icb.nhs.uk/have-your-say/time-2-talk

If you are not satisfied with the response from the practice or NHS BCICB, you can also contact the Ombudsman;

Ombudsman,
Parliamentary and Health Service Ombudsman,
Millbank Tower
London
SW1P 4QP
Tel: 0345 015 4033

Website: www.ombudsman.org.uk

A large font practice complaints leaflet is also attached for your reference, and a BSL video explains how to make a complaint about NHS services.

Complaints leaflet

EMIS Data Processing Changes

Third party processors

In order to deliver the best possible service, the practice will share data (where required) with other NHS bodies such as other GP practices and hospitals. In addition, the practice will use carefully selected third party service providers. When we use a third party service provider to process data on our behalf then we will always have an appropriate agreement in place to ensure that they keep the data secure, that they do not use or share information other than in accordance with our instructions and that they are operating appropriately. Examples of functions that may be carried out by third parties includes:

·         Companies that provide IT services & support, including our core clinical systems; systems which manage patient facing services (such as our website and service accessible through the same); data hosting service providers; systems which facilitate appointment bookings or electronic prescription services; document management services etc.

·         Delivery services (for example if we were to arrange for delivery of any medicines to you).

·         Payment providers (if for example you were paying for a prescription or a service such as travel vaccinations).

Further details regarding specific third-party processors can be supplied on request.

National data opt-out service

You can choose how your confidential patient information is used for research and planning.

National data opt-out service guidance

One Health & Care is a confidential shared care record which is being launched for people registered with a GP in the Black Country and West Birmingham area.

Shared Care Fair Processing Campaign Poster

GMS / PMS Contractual Requirements

Data Protection Privacy Notice

Data Protection Privacy Notice Addendum

Statement of Intent Online Services

NHS Digital Notification Covid19

Control of Patient Information Covid19

The Equality Act 2010 offers individuals stronger protection against discrimination and the expectation that public services must treat everyone with dignity and respect.

The Practice:

• Will ensure that all visitors are treated with dignity and respect and in line with the Practice dignity and respect policy.
• Will promote equality of opportunity between men and women
• Will not tolerate any discrimination against, or harassment of, any visitor for reason of sex, race, colour, religion, religious or philosophical belief, nationality, age, ethnic origin, marital status, civil partnership, disability, sexual orientation or gender re-assignment.
• Will provide the same treatment and services (including the ability to register with the practice) to any visitor irrespective of sex, race, colour, religion, religious or philosophical belief, nationality, age, ethnic origin, marital status, civil partnership, disability, sexual orientation or gender re-assignment.

Procedure for Patients to follow: 

Discrimination by the Practice against you

If you feel discriminated against:

• You should bring the matter to the attention of Mr O Siddiq (Practice Manager).
• Mr O Siddiq will investigate the matter thoroughly and confidentially within 10 working days.
• Mr O Siddiq will establish the facts and decide whether discrimination has taken place and advise you of the outcome of the investigation within 10 working days.If you are not satisfied with the outcome, you should raise a formal complaint through the Practice’s Complaints Procedure.

Discrimination against the Practice’s staff

The Practice will not tolerate any form of discrimination or harassment of its staff by any visitor.

Any visitor, who expresses any form of discrimination against, or harassment of, any member of the Practice staff, will be required to leave the Practice’s premises forthwith.

If the visitor is a patient, s/he may be removed from the Practice’s list if any such behaviour occurs on more than one occasion.

LGBT+

Changing your name – simply complete a change of name request form and give it to reception. We will ask to see proof of a name change (such as a deed-pole or marriage certificate) along with photographic evidence. If you can not provide this evidence, please arrange a telephone call with your doctor to discuss this further.

Changing your title – you can change your title from Mr to Mx, or Miss/Mrs/Ms to Mx without changing your gender

If you want to change your title from Miss/Mrs/Ms to Mr, or Mr to Miss/Mrs/Ms – you will have to change your gender on your NHS records too.

Changing your gender – you can do this at any time, by completing a gender change form and you do not have to have undergone any form of gender reassignment treatment. You must be aware that changing your gender will mean you will be allocated a new NHS number, and your pre-exisiting NHS number will no longer be accessible or be reversible. Your previous notes will be merged to your new notes, minus any previous identity information.

*unfortunately the NHS only accepts a male / female gender for registration and for gender change currently, if you wish to choose non-binary or other, we can add an alert to your notes, so we as a practice know your preferred gender. Without a male or female gender we cannot register you or change your gender as PCSE will reject the application. Sadly, this is out of our hands, but we and others across the UK have raised this issue to get the system changed, when will this be, we do not know. We do understand your frustrations. 

We as a practice will ensure you get called in for your screening opportunities as long as you stay registered with us, but we do need to know your assigned gender at birth to ensure you get called in at the right time. NHS screening Guidance for Trans Patients further information can be found GOV.UK and at Cancer Research UK

A new NHS number can take approximately 6 months to come through to us (this time duration is because of PCSE and not the practice), once we notify PCSE which we will do within 4 weeks of receiving your request. Once we receive your new NHS number, we will create a new registration for you at the practice, and will aim to merge your old records to your new records in a timely manner. (If you have any concerns with this, please contact the practice and speak to your doctor). You should be informed of your new NHS number by PCSE. If you do not receive, please contact us and we can give it to you. You may need to inform any hospitals you are under of your new NHS number so they can update your records.

Dr Michael Brady National LGBT Health Advisor

Dr Brady was appointed as the National Advisor for LGBT Health at NHS England in April 2019. In this new role Dr Brady works across NHS England and NHS Improvement, with the Government Equalities Office and a wide range of stakeholders, partner organisations and the LGBT community to address health inequalities for LGBT individuals and improve experience in the NHS.

Tackling LGBT+ disproportionately poor outcomes and experiences

Named accountable GP for all patients

The practice is required to allocate all patients a named and accountable GP at Palfrey Health Centre.

Individual patients will be informed of their named accountable GP at the earliest available opportunity.

All patients over 75 years of age have been nominated Dr S Siddiq as their GP.

All patients under 75 years of age have been nominated Dr A Ahmed as their GP.

Where patient’s express a preference as to which GP they have been assigned, the practice will make reasonable efforts to accommodate this request.

Having a named GP does not prevent you from seeing any other doctor at the practice. Your named GP will not be available at all times, and if your needs are urgent, you may instead discuss them with an alternate GP.

Information about your health and care helps us to improve your individual care, speed up diagnosis, plan your local services and research new treatments. The NHS is committed to keeping patient information safe and clear about how it is used.

How your data is used

Information about your individual care such as treatment and diagnoses is collected about you whenever you use health and care services. It is also used to help us and other organisations for research and planning such as research into new treatments, deciding where to put GP clinics and planning for the number of doctors and nurses in your local hospital.  It is only used in this way when there is a clear legal basis to use the information to help improve health and care for you, your family and future generations.
Wherever possible we try to use data that does not identify you, but sometimes it is necessary to use your confidential patient information.

What is confidential patient information?

Confidential patient information identifies you and says something about your health, care or treatment. Information that only identifies you, like your name and address, is not considered confidential patient information.

You have a choice

If you do not want your confidential patient information to be used for research and planning, you can choose to opt out securely online or through a telephone service. You can change your mind about your choice at any time.

Your right to opt out

You can choose not to have anything that could identify you shared beyond your GP practice (Type 1 objection). You can also choose for the NHSD not to share information it collects from all health providers any further (previously known as Type 2 objection, now National Data Opt-out).

If you have previously told your GP practice that you don’t want the NHSD to share your personal confidential information for purposes other than your own care and treatment, your opt-out will have been implemented by the NHSD from July 31 2022. It will remain in place unless you change it.

You can find more information about how the HSCIC handles your information and choices and how it manages your opt-out on the HSCIC website www.hscic.gov.uk/yourinfo

Will choosing this opt-out affect your care and treatment?

No, choosing to opt out will not affect how information is used to support your care and treatment. You will still be invited for screening services, such as screenings for bowel cancer.

What do you need to do?

If you are happy for your confidential patient information to be used for research and planning, you do not need to do anything.

To find out more about the benefits of data sharing, how data is protected, or to make/change your opt-out choice visit www.nhs.uk/your-nhs-data-matters.

Other ways to make a choice

You can also make or change a choice for:

• yourself by using the NHS app, phone, email or post
• someone else (either a child under 13 or someone you can legally make decisions for) by email or post

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.

You have a right to know what information we hold about you. If you would like to see your records, please call or write to our practice manager.

The practice is regularly approached by patients seeking information regarding the following common ailments and medications. Please select the medical condition in order to produce an advice leaflet.

Please refer to local pharmacy tab for more information.

Coughs & Colds
Hayfever
Pain
Piles
Paracetamol & Ibuprofen
Vitamin D

Palfrey Health Centre Patient Participation Group (PPG)

The Patient Participation Group is up and running with over 10 members in the group. The PPG will meet periodically to discuss ways on how the practice can make the patient experience better. We have also successfully elected a Chairperson and Secretary who will support the running of the group.

The practice and PPG will endeavour to recruit a membership that is representative of it patient population demographics.

We are committed to working in partnership with our patients to provide the best possible care. It’s really important to us that you get involved and give active feedback to develop our services that are responsive and relevant to patients needs.

​Join us at the next PPG!

Patient Feedback

The PPG will utilise the current suggestion box in the reception area. This can be used anonymously if you wish to make suggestions (we cannot have medical advice requests).

Terms of Reference

Palfrey HC PFG

Meeting Minutes

PPG agenda Nov 2023

Friends and Family & Internal Survey

FFT Palfrey Data Jan 2015 – 2020

FFT Palfrey Data Jan 2023 – 2023

GP Practice Survey 2023

Reports

GPAQ Review 2023

Care Navigation is a tried and tested model of care that improves access to primary care services for patients and reduces GP pressures all in one. It allows front line staff to provide patients with more information about local health and wellbeing services, both within and outside of primary care, in a safe, effective way. It is about offering patients choice and help to access the most appropriate service first, which is not always the GP. It means that patients will find it easier to get a GP appointment when they need one.

Signposting allows you to receive the right care, from the right person, when you need it. You can refer yourself to any of these services at any time.

Services in the Practice

Contact Us Online

Social Prescribers

Community Pharmacy Minor Ailments Service

First Contact Physiotherapist

Travel Vaccinations

Services in the Community

Living with Dementia patient information leaflet & local support services

Diabetes Resources

Bereavement Advice

​Carer Support

Palliative Care

​Outreach Support

Healthier You Be Well Walsall

Pharmacy First

My Smoke Free Like Walsall

Macmillan Cancer Support

Specsavers Audiology

Adult Social Care Walsall

Substance Misuse

Community Dental Service

Mental Health Wellbeing

As a patient what you should expect from us:

• Your right to privacy and that the strict rules on confidentiality surrounding your medical and personal details be maintained at all times.
• To be dealt with in a respectful and efficient manner at all times.
• To have, within a reasonable timescale, a full and clear explanation (by a clinician in the practice) on matters concerning your health and your medical treatment if you so request.
• You have the right to see your medical records subject to the limitations of the law.
• To be notified of changes concerning the day to day functioning of the practice by the practice leaflet.
• Your repeat prescription will be ready for collection within 48 hours of your request.
• Your suggestions and comments about the service we offer will be considered sympathetically and any complaint dealt with quickly and in accordance with the practice protocol.

As a practice what we expect from you as a patient:

• That you adhere to practice policy regarding the making and keeping of appointments.
• That you are on time for your appointment.
• That if circumstances prevent you attending for your appointment, you notify the reception office as soon as possible.
• Only request an emergency appointment or home visit if appropriate.
• GP’s and staff are treated with respect (Our GP’s operate a Zero Tolerance Policy regarding violent or abusive behaviour).
• You advise the receptionist of any change of address/telephone numbers.

GPs working at Palfrey Health Centre 2016-17

GPs working at Palfrey Health Centre 2017-18

GPs working at Palfrey Health Centre 2018-19

GPs working at Palfrey Health Centre 2019-20

GPs working at Palfrey Health Centre 2020-21

GPs working at Palfrey Health Centre 2021-22

Palfrey Health Centre is a Research Active Practice.

​We are always looking for ways to improve your care and where possible access new and novel treatments.

​We partner with NHS National Institute for Health and Care Research (NIHR) to help gather the information that helps save lives.

​If you could be suitable for a study, we may get in touch to let you know.

Together we can improve the lives of people with diabetes, cancer, dementia.

​If you rather we didn’t contact you please tell the practice team, and we’ll update your records.

Palfrey Health Centre is certified Research Ready by the Royal College of General Practitioners

​NIHR Clinical Research Network West Midlands

MIBOKO Study

The purpose of this study is to assess the usage of the Miboko devise by patients who are obese as an
aid to reduce weight, manage their health and reduce their risk of developing diabetes.

For more information Miboko Study

MAVIS Study

This study aims to understand women’s experiences of being offered vaccinations in pregnancy. Your participation could help improve women’s care and the equality of vaccination provision across England. It involves an anonymous online survey, or talking to a researcher about your experiences.

For more information MAVIS

LOLIPOP 100K study

The purpose of this study is to improve our understanding of the causes of heart disease, diabetes
and cancer, as well as many other important ‘chronic conditions’ such as asthma, visual impairment,
memory loss and obesity. We are trying to work out why some people, but not others, develop these
health problems

For more information LOLIPOP

Walsall Talking Therapies is available as a support service for anyone who is experiencing symptoms of anxiety or depression. More information is available here. Referrals can be made by service users themselves or professionals working with them.
Barnardos BLACK COUNTRY FIRST STEP Counselling Service – A confidential service for children and young people who have been sexually abused, more information is available here
Aspire Free Mental Health Support for 14-25 year olds struggling to cope in life after lockdown. They provide free video therapy sessions to support with loss of routine, increased anxiety or stress at home. More information is available here

Social Prescribing helps people access non-clinical services, advice, information, support and activities in the local community to improve their health and wellbeing.

We now have 2 social prescribers working within our team, and they are able to accept referrals for adults 18+ who would benefit from ‘health coaching’ and non clinical support. This may also include:

• Carers
• Those who are socially isolated
• History of mild to moderate mental health conditions that interfere with daily function
• Those with long term conditions who are not responding well to medical interventions
• Those who have the capacity to self-manage with community-based support
• Those attending GP surgeries for non-medical reason
• Chronic pain patients

The Practice will be uploading your patient record details onto the national computerised system called Summary Care Record Commencing March 5th 2012.

Summary Care Records enable medical staff to have access to important medical information in emergency settings about your current medication, allergies and bad reactions to medicines.

If you would like further information, or want to opt-out, please speak to our Reception staff or visit:

 ​https://digital.nhs.uk/services/summary-care-records-scr/summary-care-records-scr-information-for-patients

Opt Out form

Training health care professionals

The practice offers education & training opportunities for university medical students and GP registrars, qualified doctors wishing to specialize in general practice from the University of Aston and University of Birmingham. They all work under the supervision of clinical practice staff.

You may be asked to allow our students to observe during your consultation, and you are under no obligation.

Test Results

You will be advised at the time of your test how long you should expect to wait for the results. If your test results show that you need more tests or treatment, we will contact you.

We are only able to give results to the person they relate to unless we have prior permission from that person to share, or the person is incapable of calling for the results or understand them.

We appreciate that this can be frustrating but we are bound by rules regarding confidentiality and data protection.

If you would like us to share your results with another person please contact the practice, you will need to give written consent.

Once a doctor has reviewed your test results, you can access them:

• • Online using your patient online account or the NHS app. You will need to register online to use these free services, please contact the practice if you need help

• • Telephone the practice on 01922 627788, during opening hours

• • Visit us between 10am to 4pm, and we can tell you

• • Submit an online request, and we will respond during opening hours

Questions about your results

If you want to talk to someone about your results, the quickest way is to submit an online request.

Black Country Integrated Care Board (BCICB)

Commissioning is the process by which health and care services are planned, purchased and monitored on your behalf.

NHS Walsall CCG is now a part of Black Country Integrated Care Board (BCICB). The area served by Palfrey Health Centre is in the district covered by NHS BCICB, and it is responsible for ensuring that you get all the services you need.

You can contact BCICB at:

Black Country Integrated Care Board
Civic Centre
St Peter’s Square
Wolverhampton
West Midlands

WV11SH

Tel: 0300 0120 281

Email: [email protected]

Website:  www.blackcountry.icb.nhs.uk

We strongly support the NHS policy on zero tolerance

Anyone attending the surgery who abuses the GPs, staff or other patients be it verbally, phyisically or ina threatening manner, will risk removal from the practice list. In extreme cases we may summon the police to remove offenders from the practice premises.