Practice Policies & Patient Information
Care Data Opt-out
Comments, Compliments, Concerns and Complaints
Please do let us know if you have any comments, suggestions or complaints about the service you have received. We operate a practice complaints procedure that meets national criteria and ensures your views are recorded and, where appropriate, acted upon.
Please see our practice complaints leaflet for further information.
If you would like to make a complaint, please contact Lucy Fairhead (Practice Manager) via email at [email protected] or alternatively by telephone on 01253 853992
All other comments, views or suggestions are always welcome and help us to continue providing a high-quality service to all our patients. Please contact Lucy Fairhead (Practice Manager) via email at [email protected] or alternatively by telephone on 01253 853992 with any comments you have to make.
If you feel you can’t do this, or would prefer not to, then please contact the NHS Lancashire and South Cumbria Integrated Care Board:
NHS Lancashire and South Cumbria ICB
Jubilee House,
Lancashire Business Park,
Leyland,
PR26 6TR
Tel: 0800 032 2424 (Mon – Fri 9am-5.00pm Excluding Bank Holidays)
Email: [email protected]
Health Service Ombudsman
If you are unhappy with the way we have handled your complaint, we will undertake further investigation to resolve it to your satisfaction. However, if you are still not happy, you can report it to the health service ombudsman.
The parliamentary and health service ombudsman may investigate complaints on your behalf, but only if your complaint has already been investigated at a local resolution and independent review level. There is no charge for this service and the ombudsman is completely independent of the NHS.
Telephone: 0345 015 4033 (open 8.30am to 5.30pm, Monday to Friday)
Email: [email protected]
www.ombudsman.org.uk
Independent Advice
If you require independent advice about the complaints process, there is a service called Advocacy Access for all advocacy-related issues/enquiries, aimed at both members of the public and professionals.
Tel: 0300 323 0965
Textphone: 07886 744 634
Confidentiality
You don’t ever need to worry about the service you receive in future being adversely affected because you have made a complaint. We take all comments seriously and only ever use the information to review our services and make improvements, where needed.
Disabled Access
As a purpose-built health centre we are equipped with facilities for the disabled.
Access ramps, double doors and disabled facilities are available.
General Data Protection Regulations
What is GDPR?
GDPR stands for General Data Protection Regulations and is a new piece of legislation that will supersede the Data Protection Act. It will not only apply to the UK and EU; it covers anywhere in the world in which data about EU citizens is processed.
The GDPR is similar to the Data Protection Act (DPA) 1998 (which the practice already complies with), but strengthens many of the DPA’s principles. The main changes are:
- Practices must comply with subject access requests
- Where we need your consent to process data, this consent must be freely given, specific, informed and unambiguous
- There are new, special protections for patient data
- The Information Commissioner’s Office must be notified within 72 hours of a data breach
- Higher fines for data breaches – up to 20 million euros
What is ‘patient data’?
Patient data is information that relates to a single person, such as his/her diagnosis, name, age, earlier medical history etc.
What is consent?
Consent is permission from a patient – an individual’s consent is defined as “any freely given specific and informed indication of his wishes by which the data subject signifies his agreement to personal data relating to him being processed.”
The changes in GDPR mean that we must get explicit permission from patients when using their data. This is to protect your right to privacy, and we may ask you to provide consent to do certain things, like contact you or record certain information about you for your clinical records.
Individuals also have the right to withdraw their consent at any time.
How the NHS and care services use your information
Whenever you use a health or care service, such as attending Accident & Emergency or using Community Care services, important information about you is collected in a patient record for that service. Collecting this information helps to ensure you get the best possible care and treatment.
The information collected about you when you use these services can also be used and provided to other organisations for purposes beyond your individual care, for instance to help with:
- improving the quality and standards of care provided
- research into the development of new treatments
- preventing illness and diseases
- monitoring safety
- planning services
This may only take place when there is a clear legal basis to use this information. All these uses help to provide better health and care for you, your family and future generations. Confidential patient information about your health and care is only used like this where allowed by law.
Most of the time, anonymised data is used for research and planning so that you cannot be identified in which case your confidential patient information isn’t needed.
You have a choice about whether you want your confidential patient information to be used in this way. If you are happy with this use of information you do not need to do anything. If you do choose to opt out your confidential patient information will still be used to support your individual care.
To find out more or to register your choice to opt out, please visit www.nhs.uk/your-nhs-data-matters. On this web page you will:
- See what is meant by confidential patient information
- Find examples of when confidential patient information is used for individual care and examples of when it is used for purposes beyond individual care
- Find out more about the benefits of sharing data
- Understand more about who uses the data
- Find out how your data is protected
- Be able to access the system to view, set or change your opt-out setting
- Find the contact telephone number if you want to know any more or to set/change your opt-out by phone
- See the situations where the opt-out will not apply
You can also find out more about how patient information is used at:
- www.hra.nhs.uk/information-about-patients/ (which covers health and care research);
- and understandingpatientdata.org.uk/what-you-need-know (which covers how and why patient information is used, the safeguards and how decisions are made)
You can change your mind about your choice at any time.
Data being used or shared for purposes beyond individual care does not include your data being shared with insurance companies or used for marketing purposes and data would only be used in this way with your specific agreement.
GP Net Earnings
All GP practices are required to declare the mean earnings (e.g. average pay) for GP’s working to deliver NHS services to patients at each Practice.
The average pay for GPs working in Cleveleys Group Practice in the last financial year was £82,313 before tax and National Insurance. This is for 5 full time GPs and 1 part time GP.
Named GP
From April 2015 the Government has extended the Named GP scheme to all patients. This is something that the practice already operates as each patient is registered with an individual doctor.
This does not mean that you have to see that doctor or that you cannot see anyone else in the practice – as always you can ask to see any specific clinician if that is important to you and they are able to manage the issue in question. It does mean that there is an individual who takes an overview of the services being provided to patients registered with them to ensure that we are offering relevant and suitable care.
If you would like to know who your Named GP is you can find out in a number of ways:
- Check the right hand side of prescriptions: we have configured the system to print your Named GP here from now on
- Ask any clinician within the practice when you next attend
- Contact the practice in any of the usual ways if you need to know and do not have a forthcoming visit (please do not make appointments just to ask this question)
If you would prefer to have a different Named GP than the one you are currently allocated we will do our best to accommodate this. Please make such a request in writing to the Practice Manager.
Patient choice
Everyone who is cared for by the NHS in England has formal rights to make choices about the service they receive. These include the right to choose a GP surgery, to state which GP you’d like to see, to choose which hospital you’re treated at, and to receive information to support your choices.
These rights form part of the NHS Constitution.
Fylde Coast CCGs have published a guide to help patients make choices about their NHS care.
The online guide includes patients’ rights to making choices about their GP practice, hospital and which healthcare professionals they see. It also includes choice with regard to maternity and community services, as well as end-of-life care.
Visit www.fyldecoastccgs.nhs.uk/choice for more information.
Privacy Notices
- General Practice Data for Planning and Research: GP Practice Privacy Notice | Patient Type 1 opt-out form
- Direct Care – Emergencies
- Employees
- Direct Care
- GP Connect
- National screening programs
- Payments
- Summary Care Record
- Summary Care Record supplementary transparency notice
- NHS Digital
- Research
- Risk Satisfaction
- Safeguarding
Summary Care Record
The NHS in England is using an electronic record called the Summary Care Record (SCR) to support patient care across health providers.
The Summary Care Record is a copy of key information from your GP record, such as current medication, allergies and previous adverse reactions.
It provides authorised healthcare staff with faster, secure access to essential information about you when you need unplanned care or when your GP practice is closed. Summary Care Records improve the safety and quality of your care.