Accountable/Named GP
An accountable GP will be assigned to every patient and where a preference is expressed reasonable efforts will be made to accommodate this.
Health Checks
You will be offered a health check when you join the practice. Any patients aged 16 –74 years who have not had a consultation within the last three years may request a consultation.
Patients 75 years and over who have not had a consultation within the last twelve months may request a health check with one of our practice team. If you are unable to attend the surgery, a home visit could be arranged.
Complaint Procedure
Formal Complaints
There are obviously times when you feel we don’t get everything right and you may wish to lodge a more formal complaint. This may concern any aspect of medical care or administrative service. All formal complaints are handled initially by our Practice Manager , Mrs Natalie Dugmore and we follow the national guidelines for managing complaints. We aim to resolve these as quickly as we can.
How To Make a Complaint
Contact the Practice Manager by letter, telephone or in person, giving details of the difficulty you have had. Indicate that you wish to make a complaint. Please be prepared to give details if possible. Portway Family Practice keeps confidential records of all complaints made. The Practice Manager will send you a comment/complaint form to complete if you request this.
It is important that we hear of your complaint as soon as possible after the incident that caused the problem because this will help us establish what has happened more easily. If it is not possible to do that, please let us have details of your complaint:-
Within 12 months of the incident that caused the problem;
Within 12 months of discovering that you have a problem.
What We Will Do
We will confirm receiving your complaint by letter or telephone within 3 working days and agree with you a plan and period of time for dealing with your complaint. After this, we will investigate the problem according to the agreed plan. Sometimes we make a written response to your complaint. When we look into a complaint we aim to:
- Find out what happened;
- Make it possible for you to discuss the problem with those concerned, if you would like this;
- If the problem is caused by our actions, do what we can to ensure it does not happen again;
- If appropriate, provide you with an apology.
Many problems arise from lack of communication and understanding on the part of either party, and we hope that by discussion we can eliminate any differences. You may wish to leave the matter there.
If you remain dissatisfied and our response to your complaint does not address your concerns you can refer back to us for further comment if you wish. This should be within 25 working days of receipt of our reply to the complaint and a letter should be addressed to the Outlet Operations Manager. An appointment could be offered to you to discuss the matter with the Outlet Operations Manager and other appropriate members of the Practice, if you would like to do this. This meeting would include discussion of the difficulty or dissatisfaction you have had, comments from the Practice members present and agreements to take possible corrective actions and/or offer apologies. Relevant information from this meeting will be made available to other members of the Practice Team, if considered appropriate.
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 their permission to do so. A note signed by the person concerned will be needed (we can provide a form), unless they are incapable because of illness of providing this. In this case a permission form would normally be signed by the next of kin of the person concerned.
Has your complaint been dealt with to your satisfaction?
If the answer is no…..here is what you could do next……
Contact Sandwell and West Birmingham CCG who commission general practice services.
You can contact them:
By telephone: 0121 612 4110 (lines are open Monday to Friday 8.30am – 4.30pm, excluding bank holidays)
By email: swbccg.time2talk@nhs.net
By Post: Customer Care Team, Sandwell and West Birmingham CCG, Kingston House, 4th Floor Rear, 438 -450 High Street, West Bromwich. B70 9LD.
Contact NHS England who contract with general practice for the services we deliver.
You can contact them:
By telephone: 0300 311 2233 (lines are open Monday to Friday 8.00am – 6.00pm, excluding bank holidays)
By email: England.contactus@nhs.net
Independent Review
Once you have been through the complaints procedure and if you do not feel satisfied with the final response you have the right under the NHS Complaints Procedure to ask the Parliamentary Health Service Ombudsman to investigate your case.
You can contact the Health Service Ombudsman on 0845 015 4033 or write to them at:
The Parliamentary Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QPor visit their website at: http://www.ombudsman.org.uk
The Ombudsman is completely independent of both the NHS and the Government but will not normally take up complaints that have not been through the NHS Complaints Procedure first.
Help with writing letters and completing forms can be obtained from the Independent Complaints Advocacy Services (ICAS) on 0845 120 3748.
Complaints
We make every effort to give the best service possible to everyone who attends our practice.
However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.
To pursue a complaint please contact the practice manager who will deal with your concerns appropriately. Further written information is available regarding the complaints procedure from reception.
Confidentiality & Medical Records
The practice complies with data protection and access to medical records legislation. Identifiable information about you will be shared with others in the following circumstances:
- To provide further medical treatment for you e.g. from district nurses and hospital services.
- To help you get other services e.g. from the social work department. This requires your consent.
- When we have a duty to others e.g. in child protection cases anonymised patient information will also be used at local and national level to help the Health Board and Government plan services e.g. for diabetic care.
If you do not wish anonymous information about you to be used in such a way, please let us know.
Reception and administration staff require access to your medical records in order to do their jobs. These members of staff are bound by the same rules of confidentiality as the medical staff.
Freedom of Information
Information about the General Practitioners and the practice required for disclosure under this act can be made available to the public. All requests for such information should be made to the practice manager.
Access to Records
In accordance with the Data Protection Act 1998 and Access to Health Records Act, patients may request to see their medical records. Such requests should be made through the practice manager and may be subject to an administration charge. No information will be released without the patient consent unless we are legally obliged to do so.
GDPR and DPO
The General Data Protection Regulation (GDPR) became law on 24th May 2016. This is a single EU-wide regulation on the protection of confidential and sensitive information. It enters into force in the UK on the 25th May 2018, repealing the Data Protection Act (1998).
For further information regarding GDPR please see the links below or ask a member of staff for a leaflet.
GDPR privacy notice
Data Protection Privacy Notice for Practice Staff
Introduction:
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) became law on 24th May 2016. This is a single EU-wide regulation on the protection of confidential and sensitive information. It enters into force in the UK on the 25th May 2018, repealing the Data Protection Act (1998).
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 is Portway Family Practice.
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
This Privacy Policy applies to the personal data of our Employees.
How we use your information and the law.
Portway Family Practice will be what’s known as the ‘Controller’ of the personal data you provide to us.
Upon commencement of employment with the company you will be asked to supply the following personal information:
Name, address, telephone numbers, email address, date of birth, national insurance number, bank details, emergency contact information and health information.
The information that we ask you to provide to the company is required by the business for the following reasons:
- In order for us to pay your salary
- In order for us to contact you out of hours if required
- To provide you with company information via email and post if required
- To have the ability to contact your emergency contacts if necessary
- To ensure we are able to inform the emergency services if your health is compromised
- To ensure that we can provide any reasonable adjustments as necessary
- To comply with payroll, auto-enrolment and RTI responsibilities.
We ask that you provide ID for copying to comply with our responsibilities as an employer under section 8 of the Asylum and Immigration Act 1996.
Throughout your employment we will collect data and add to your personnel file i.e. appraisal paperwork, communications, absence information and changes to personnel data.
How do we lawfully use your data?
We need to know your personal, sensitive and confidential data in order to Employ you, under the General Data Protection Regulation we will be lawfully using your information in accordance with: –
Article 6, (b) Necessary for performance of/entering into contract with you
Article 9(2) (b) Necessary for controller to fulfil employment rights or obligations in employment.
This Privacy Notice applies to the personal data of our employees and the data you have given us about your carers/family members.
How do we maintain the confidentiality of your records?
We are committed to protecting your privacy and will only use information collected lawfully in accordance with:
- Data Protection Act 2018
- The General Data Protection Regulations 2016
- Human Rights Act 1998
- Common Law Duty of Confidentiality
- NHS Codes of Confidentiality, Information Security and Records Management
We will only ever use or pass on information about you if others who have a genuine need for it. We will not disclose your information to any third party without your permission unless there are exceptional circumstances (i.e. life or death situations), where the law requires information to be passed on.
Our practice policy is to respect the privacy of our staff and to maintain compliance with the General Data Protection Regulations (GDPR) and all UK specific Data Protection Requirements. Our policy is to ensure all personal data related to our staff will be protected.
All employees and sub-contractors engaged by our practice are asked to sign a confidentiality agreement. The practice will, if required, sign a separate confidentiality agreement if the client deems it necessary. If a sub-contractor acts as a data processor for Portway Family Practice an appropriate contract (art 24-28) will be established for the processing of your information.
In Certain circumstances you may have the right to withdraw your consent to the processing of data. Please contact the Data Protection Officer in writing if you wish to withdraw your consent. If some circumstances we may need to store your data after your consent has been withdrawn to comply with a legislative requirement.
Where do we store your information Electronically?
All the personal data we process is processed by our staff in the UK however for the purposes of IT hosting and maintenance this information may be located on servers within the European Union.
No 3rd parties have access to your personal data unless the law allows them to do so and appropriate safeguards have been put in place. We have a Data Protection regime in place to oversee the effective and secure processing of your personal and or special category (sensitive, confidential) data.
Who are our partner organisations?
We may also have to share your information, subject to strict agreements on how it will be used, with the following organisations;
- NHS Commissioning Support Units
- Clinical Commissioning Groups
- NHS England (NHSE) and NHS Digital (NHSD)
- Local Authorities
- CQC
- Private Sector Providers providing employment services
- Other ‘data processors’ which you will be informed of
You will be informed who your data will be shared with and in some cases asked for consent for this happen when this is required.
We may also use external companies to process personal information, such as for archiving purposes. These companies are bound by contractual agreements to ensure information is kept confidential and secure. All employees and sub-contractors engaged by our practice are asked to sign a confidentiality agreement. If a sub-contractor acts as a data processor for Portway Family Practice an appropriate contract (art 24-28) will be established for the processing of your information.
How long will we store your information?
We are required under UK tax law to keep your information and data for the full retention periods as specified by the UK Employment legislation.
Employee personnel files will be stored for a period of seven years for the purpose of any legal claims.
How can you access, amend move the personal data that you have given to us?
Even if we already hold your personal data, you still have various rights in relation to it. To get in touch about these, please contact us. We will seek to deal with your request without undue delay, and in any event in accordance with the requirements of any applicable laws. Please note that we may keep a record of your communications to help us resolve any issues which you raise.
Right to object: If we are using your data because we deem it necessary for our legitimate interests to do so, and you do not agree, you have the right to object. We will respond to your request within 30 days (although we may be allowed to extend this period in certain cases). Generally, we will only disagree with you if certain limited conditions apply.
Right to withdraw consent: Where we have obtained your consent to process your personal data for certain activities (for example for a research project), or consent to market to you, you may withdraw your consent at any time.
Right to erasure: In certain situations (for example, where we have processed your data unlawfully), you have the right to request us to “erase” your personal data. We will respond to your request within 30 days (although we may be allowed to extend this period in certain cases) and will only disagree with you if certain limited conditions apply. If we do agree to your request, we will Delete your data but will generally assume that you would prefer us to keep a note of your name on our register of individuals who would prefer not to be contacted. That way, we will minimise the chances of you being contacted in the future where your data are collected in unconnected circumstances. If you would prefer us not to do this, you are free to say so.
Right of data portability: If you wish, you have the right to transfer your data from us to another data controller.
Access to your personal information
Data Subject Access Requests (DSAR): You have a right under the Data Protection legislation to request access to view or to obtain copies of what information the surgery holds about you and to have it amended should it be inaccurate. To request this, you need to write to or email the IG team as below:
Information Governance Team
Civic Centre,
St Peters square,
Wolverhampton WV1 1SH
Email: bcicb.dpo@nhs.net
Changes:
It is important to point out that we may amend this Privacy Notice from time to time. If you are dissatisfied with any aspect of our Privacy Notice, please contact the Practice Data Protection Officer.
GP Earnings
All GP practices are required to declare the mean earnings for GP’s working to deliver NHS services to patients at each practice.
The average earnings for GP’s working here at Portway Family Practice in the last financial year was £61686 before Tax, National Insurance and Pensions deductions.
This is for the 2 GP’s who worked in the practice for more than six months.
National Data Opt Out
Please follow the below link for further information; if we receive an ‘Opt Out’ form from you, a member of the Reception team will make contact to discuss.
Proxy Access
Portway Family Practice has a number of patients who book their appointments, request repeat medication and can view certain parts of their medical records online.
Patient Access have now improved their system to allow parents and Carers to be authorised to all of the above-mentioned functions for children or the people they care for.
Any patient or Carer wishing to have proxy access will need to sign up to this service by completing a form available at the practice Reception.
Summary Care Record
There is a new Central NHS Computer System called the Summary Care Record (SCR). It is an electronic record which contains information about the medicines you take, allergies you suffer from and any bad reactions to medicines you have had.
Why do I need a Summary Care Record?
Storing information in one place makes it easier for healthcare staff to treat you in an emergency, or when your GP practice is closed.
This information could make a difference to how a doctor decides to care for you, for example which medicines they choose to prescribe for you.
Who can see it?
Only healthcare staff involved in your care can see your Summary Care Record.
How do I know if I have one?
Over half of the population of England now have a Summary Care Record. You can find out whether Summary Care Records have come to your area by looking at our interactive map or by asking your GP
Do I have to have one?
No, it is not compulsory. If you choose to opt out of the scheme, then you will need to complete a form and bring it along to the surgery. You can use the form at the foot of this page.
More Information
For further information visit the NHS Care records website
Violence Policy
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.
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.