Chaperone Policy
We will always respect your privacy, dignity and your religious and cultural beliefs particularly when intimate examinations are advisable – these will only be carried out with your express agreement and you will be offered a chaperone to attend the examination if you so wish.
You may also request a chaperone when making the appointment or on arrival at the surgery (please let the receptionist know) or at any time during the consultation.
Complaints
Practice Complaints Procedure
Patient feedback is important to us as it helps us to improve the service we provide to patients. We take patient complaints seriously and will attempt to address your concerns to your satisfaction.
How do I make a complaint?
If you wish to complain please contact the Practice Manager either in person, by phone or in writing:
Tel: 0115 883 1900
Address: 79a Upper Parliament St, Nottingham, NG1 6LD
If you are complaining on behalf of someone else, the practice needs to know that you have their permission to do so.
What Happens Next?
The complaint will be acknowledged within 3 working days. The practice will respond, after investigation, within the timeframe specified to you at the acknowledgement stage of the process. Some complaints may take longer to address but you will be informed of a response time. If this cannot be met, the practice will keep you informed.
Please be assured making a complaint will not adversely affect your ongoing healthcare at the practice. We will deal with you fairly, compassionately and will endeavour to resolve the situation to a satisfactory conclusion.
Wherever possible, we aim to learn from complaints and take action to avoid similar occurrences.
How do I complain to someone Independent?
GP Practices would prefer to have the opportunity to answer complaints ourselves in the first instance. However, you may pass your complaint directly to:
Patient Experience Team
Nottingham and Nottinghamshire Integrated Care Board
Civic Centre
Arnot Hill Park
Nottingham Road
Arnold
Nottingham
NG5 6LU
Tel: 0115 8839570
Email: nnicb-nn.patientexperience@nhs.net
If you would like further information please follow the link to the ICB website: Patient Experience and Complaints – NHS Nottingham and Nottinghamshire ICB
However, please note, patients cannot raise the same complaint with the practice and ICB.
Is there a time limit?
A complaint must be made within 12 months of the date of the incident that caused the problem or the date of discovering the problem.
Please remember, the quicker you complain, the easier it will be to investigate the facts.
If you are not satisfied with the outcome?
You can contact the Parliamentary and Health Service Ombudsman (PHSO) on 0345 015 4033.
For more information see their website www.ombudsman.org.uk
Other useful contacts
POhWER, NHS Complaints Advocacy, on 0300 456 2370. For more information see their website www.pohwer.net
Confidentiality
You can be assured that anything you discuss with any member of the surgery staff, whether doctor, nurse or receptionist, will remain confidential. Even if you are under 16, nothing will be said to anyone, including parents, other family members, care workers or teachers, without your permission. The only reason why we might want to consider passing on confidential information without your permission would be to protect either you or someone else from serious harm. In this situation, we would always try to discuss this with you first.
If you have any worries or queries about confidentiality, please ask a member of staff.
If you would like to discuss matters of a confidential nature, either with our receptionists or a member of the dispensary team, we have a side room available in reception for this purpose.
Data Protection
In order to provide the right level of care, we are required to hold personal information about you on our computer systems and in paper records to help us to look after your health needs, and your doctor is responsible for their accuracy and safe-keeping. Please help to keep your record up to date by informing us of any changes to your circumstances.
Confidentiality and Personal Information
Doctors and staff in the practice have access to your medical records to enable them to do their jobs. From time to time information may be shared with others involved in your care if it is necessary. Anyone with access to your record is properly trained in confidentiality issues and is governed by both legal and contractual duty to keep your details private.
All information about you is held securely and appropriate safeguards are in place to prevent accidental loss.
In some circumstances we may be required by law to release your details to statutory or other official bodies, for example if a court order is presented, or in the case of public health issues. In other circumstance you may be required to give written consent before information is released – such as for medical reports for insurance, solicitors etc.
To ensure your privacy, we will not disclose information over the telephone or fax unless we are sure that we are talking to you. Information will not be disclosed to family, friends or spouses unless we have prior written consent, and we do not, leave messages with others.
You have a right to see your records if you wish. Please ask at reception if you would like further details about our patient information leaflet. An appointment may be required. In some circumstances a fee may be payable.
Disabled Access
We make every effort to make the surgery accessible for disabled patients. There is access through the main door and we have a wheelchair available for use in surgery.
Hearing Difficulties
If you are experiencing hearing difficulties when being called in to see the doctor or nurse, please do let us know in order for us to set up an alert on your medical records and personally collect you from the waiting room. Alternatively, we do have the facility of a portable induction loop. If you would like to use this, please ask at reception for assistance.
GDPR & Privacy Policy
Privacy Policy
This privacy notice lets you know what happens to any personal data that you give to us, or any that we may collect from or about you.
This privacy notice applies to personal information processed by or on behalf of the practice.
This Notice explains
- Who we are, how we use your information and our Data Protection Officer
- What kinds of personal information about you do we process?
- What are the legal grounds for our processing of your personal information (including when we share it with others)?
- What should you do if your personal information changes?
- For how long your personal information is retained by us?
- What are your rights under data protection laws?
The General Data Protection Regulation (GDPR) was incorporated into the UK’s Data Protection Act on 25th May 2018. This is a single EU-wide regulation on the protection of confidential and sensitive information.
For the purpose of applicable data protection legislation (including but not limited to the General Data Protection Regulation (Regulation (EU) 2016/679) (the “GDPR”), and the Data Protection Act 2018 (currently in Bill format before Parliament) the practice responsible for your personal data.
This Notice describes how we collect, use and process your personal data, and how, in doing so, we comply with our legal obligations to you. Your privacy is important to us, and we are committed to protecting and safeguarding your data privacy rights.
Please find full versions of the notices below:
Documents
If you require these in a different format, please contact the practice.
COVID-19 Privacy Notice
As we move away from the initial response to COVID-19 the health and social care system will need to continue to take action to manage and mitigate the spread and impact of the outbreak. This includes ensuring that approved researchers can continue to securely access pseudonymised data held by GP IT systems to assist the health and care service’s response to COVID-19 by, for example:
- Recognising trends in COVID-19 diseases and identifying risks it poses
- Controlling and preventing the spread of COVID-19
- Monitoring and managing outbreaks
The OpenSAFELY COVID-19 research service provides a secure analytics service that supports COVID-19 research, COVID-19 clinical audit, COVID-19 service evaluation and COVID-19 health surveillance purposes.
Under the COVID-19 Public Health Directions 2020 NHS England has been directed by the Secretary of State for Health and Social Care to establish and operate the OpenSAFELY service. While each GP practice remains the data controller of its own patient data, they are required under the provisions of s259 of the Health and Social Care Act 2012 to provide access to de-identified (pseudonymised) patient data through the OpenSAFELY service.
The service enables individuals (academics, analysts and data scientists) approved by NHS England to run queries on pseudonymised GP and NHS England patient data which is held within the GP system suppliers’ data environments. Controls are in place to ensure that individuals only have access to aggregated outputs from the service (i.e. they cannot access information that either directly or indirectly identifies individuals).
Purpose of this Notice
OpenSAFELY service is used to analyse de-identified (pseudonymised) data within the EMIS and TPP boundaries, to support COVID-19 related research.
This is a continuation of a service which is supported by the BMA which has been operating since 2020. The permanent legal basis (the COVID-19 Direction) above allows the practice to provide this data to NHSE as an ongoing service.
The OpenSAFELY service is a Trusted Research Environment (TRE) established within the secure environment of EMIS and TPP. Researchers write their analysis code away from the patient data; the code is run automatically on de-identified (pseudonymised) patient data; and only the aggregated outputs (now anonymous) are shared with researchers to be used, for example, in journal publications, reports or presentations.
These controls keep patient data secure inside EMIS and TPP and confidential from researchers. The use of TREs and the data processing principles which OpenSAFELY represents is supported by the RCGP.
To date, this service has supported a range of important COVID-19 related research, including one of the world’s first and largest studies to identify the clinical factors associated with COVID-19 related death, which informed the national COVID-19 vaccination strategy and Green Book guidance. Other studies have also informed COVID-19 related NICE guidance and decisions made by SAGE.
All NHS England approved research studies are published online, including sharing the exact analysis code each study used to analyse the patient data, by whom and when such code was run. In future, NHSE will also publish approvals on our data release register.
During the pandemic, and in the recovery phase, de-identified data has been crucial in helping to save lives. It has supported research into COVID-19 and the ways that it has affected our lives, our health, and to identify effective medicines and treatments.
Research has helped to identify new treatments for COVID-19 and to understand how we can keep our communities safe. Data has helped us to prioritise the right care to the most vulnerable in our society and to develop vaccines to protect against COVID-19.
If you have any questions, please contact us at gpdata@nhs.net
Recording of processing
A record will be kept by Parliament Street Medical Practice of all data processed under this Notice.
Sending Public Health Messages
Data protection and electronic communication laws will not stop Parliament Street Medical Practice from sending public health messages to you, either by phone, text or email as these messages are not direct marketing.
Digital Consultations
It may also be necessary, where the latest technology allows Parliament Street Medical Practice to do so, to use your information and health data to facilitate digital consultations and diagnoses and we will always do this with your security in mind.
Creating a new NHS England: NHS England and NHS Digital merged on 1 February 2023. All references to NHS Digital now, or in the future, relate to NHS England.
Patients Know Best (PKB))
Parliament Street Medical Centre shared your demographic data (including name, age, gender, date of birth, NHS number and address) with Patients Know Best (PKB) so PKB could create a dormant patient account for each person registered at this practice. The data in these accounts will not be accessed or processed unless you choose to activate your PKB account. Activating the account will create a patient held record which you can choose to share with health and care teams. This data sharing was done through article 6 (1)(e) and 9(2)(h) of UK GPDR 2018.
PKB are registered with the Information Commissioner’s Office (ICO), which regulates data protection in the UK, and their registration number is Z2704931. PKB cannot see your demographic data or any health information in your PKB account, including your patient held record. Your information is kept encrypted on secure servers and can only be seen by yourself, health care teams chosen by you or those with a lawful basis.
PKB will retain your data for 8 years after either the date your dormant account was created or the date you last accessed your activated account; whichever date is more recent. You can email sfh-tr.nottsnhsapp@nhs.net if you wish your PKB information to be deleted before that point, this does not mean that your GP record held by Parliament Street Medical Centre will be deleted.
GP Earnings
GP earnings 2020/21
All GP practices are required to declare the mean earnings (e.g. average pay) for GPs working to deliver NHS services to patients at each practice. As Nottingham City General Practice Alliance took management of the Parliament Street Medical Centre in July 2021, we are unable to report the GP earnings data for the 2020/2021 period, as we have not yet held the management contract for a full financial year, this also means 2021/2022 earnings will be unable to be reported for the same reason.
This page, and all information, will be updated from Autumn 2023 as we will be able to report 2021/2022 data for correct financial data.
IT Policy
This practice is committed to preserving, as far as is practical, the security of data used by our information systems. This means that we will take all reasonable actions to;
Maintain the Confidentiality of all data within the practice by:
- Ensuring that only authorised persons can gain access to our systems
- Not disclosing information to anyone who has no right to see it
Maintain the integrity of all data within the practice by:
- Taking care over input
- Ensuring that all changes are reported and monitored
- Checking that the correct record is on the screen before updating
- Reporting all apparent errors and ensuring that they are resolved
Maintain the availability of all data by:
- Ensuring that all equipment is protected from intruders
- Ensuring that backups are taken at regular, predetermined intervals
- Ensuring that contingency is provided for possible failure or equipment theft and that any such contingency plans are tested and kept up to date
Additionally we will take all reasonable measures to comply with our legal responsibilities under:
Named Accountable GP
As is required for all GP practices, every patient has a designated “accountable GP”.
This named GP takes responsibility for the co-ordination of all appropriate and delivery of services for their assigned patients. They will also handle all correspondence received from hospitals and other healthcare services regarding your care, as well as reviewing any repeat medication you have.
Having a named GP does not mean you cannot see any other doctor at the practice. If you need an urgent appointment and your named GP is not available, you may be assigned to another GP for that appointment. You can also request not to see your named GP if you would prefer.
If you are unsure who your accountable GP and would like to know, speak to our reception staff and they will be able to assist.
Patient Proxy
Do you want to help someone with their GP services, or choose someone to help you?
With patient proxy, you can apply to help someone manage their GP services or choose someone to help manage yours.
GP services are things like booking appointments and ordering repeat prescriptions. You choose the services you want to get or give access to.
To apply for patient proxy, print off and fill out our consent form and hand in to our reception team. Reception will also be able to print this off for you if you do not have access to a printer.
Personal Data
The following IT systems are in use at the practice:
- Referral Management (using NHS numbers in referrals)
- Electronic Appointment Booking (the facility to book routine appointments online and, similarly, to cancel appointments
- Online booking of repeat prescriptions
- Summary Care Record (uploading details of your current medication and allergies to the national “spine” so that these are available for doctors involved in your care elsewhere)
- GP to GP transfers (the electronic transfer of records from practice to practice when you re-register
- Patient Access to records (the facility to view your medical records online).
If you are not already registered for online access and would like to be please complete our online form.
If you would like access to your medical records enabled or would like to opt out of the local or national summary care record, please contact reception.
Summary Care Record
Your patient record is held securely and confidentially on the electronic system at your GP practice. If you require treatment in another NHS healthcare setting such as an Emergency Department or Minor Injury Unit, those treating you would be better able to give you appropriate care if some of the information from the GP practice were available to them.
This information can now be shared electronically via: The Summary Care Record, used nationally across England
The information will be used only by authorised health care professionals directly involved in your care. Your permission will be asked before the information is accessed, unless the clinician is unable to ask you and there is a clinical reason for access.
If you would like to opt out, please ask reception for our opt out form.
A parent or guardian can request to opt out children under 16 but ultimately it is the GP’s decision whether to create the records or not, because of their duty of care to the child. If you are the parent or guardian of a child under 16 and feel that they are able to understand, then you should make this information available to them.
Who Has Access?
Across all health care settings, including urgent care, community care and outpatient departments in England.
Information Source
GP record
Content
- Your current medications
- Any allergies you have
- Any bad reactions you have had to medicines
- Additional information (upon request to your GP)
For more information visit:
www.digital.nhs.uk
Training
GP training and Education
Unfortunately, we do not currently offer GP training or medical student placements within Parliament Street Medical Centre, we hope this is something we can develop in the future.
Violence Policy
The Practice staff shall always show due respect and courtesy when dealing with patients and their representatives. We respectfully request that patients and their representatives do the same when dealing with members of the practice team.
The NHS operate a zero tolerance policy with regard to violence and abuse and the practice has the right to remove violent patients from the list with immediate effect in order to safeguard practice staff, patients and other persons.
No form of aggression (whether verbal or physical in nature) will be tolerated – any instances of such behaviour on the practice premises may result in the perpetrator being reported to the Police and removed from the practice’s List of Registered Patients.
Violence in this context includes actual or threatened physical violence or verbal abuse which leads to fear for a person’s safety. In this situation we will notify the patient in writing of their removal from the list and record in the patient’s medical records the fact of the removal and the circumstances leading to it.
