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.
We always try to provide the best service possible but on occasions there may be the necessity to express a complaint. The following explains how this can be done so that any problems can be dealt with as quickly and efficiently as possible by our staff.
Making a complaint
Please put any complaint in writing to the Practice Manager. The Practice Manager will then carry out an investigation. You will be kept informed and given time scales for responses.
We have a duty of confidentiality to our patients and will act in strictest confidence. A patient’s consent must be obtained if it is not the patient making the complaint directly.
Dealing with the complaint
The Practice Manager can directly deal with administrative complaints whilst the Senior Partner will investigate clinical complaints.
You will receive a written acknowledgement of receipt of the complaint within five working days.
When the complaint is being dealt with it may be necessary for more information to be obtained by the person investigating and you will be contacted within 7 working days. In this case you may choose to discuss the matter by letter or telephone or in person (bringing a friend with you if you prefer) at a pre-arranged appointment.
You will receive a written response, usually within 10 working days.
By this stage we hope the problem has been resolved. However, if this is not the case we will try to suggest other avenues of approach to solve the problem.
You may not wish to raise your complaint with the practice, should this be the case you may contact the Parliamentary & Health Service Ombudsman to request a review of your complaint. Further help and advice is available from the Ombudsman’s Helpline on 0345 015 4033 (open 8:30 to 5:30 Monday to Friday) or by accessing their website (www.ombudsman.org.uk)
We are always prepared to listen to your concerns and will work with you to resolve these in a professional and conscientious manner. We would encourage anyone who is not entirely satisfied with their experience at the practice to contact a member of staff as soon as possible so that we may do everything we can to address any issues.
Confidentiality & Medical Records
The practice complies with data protection, GDPR 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.
General Data Protection Regulation
Please see our website privacy statement.
GP Net Earnings
All GP Practices are required to declare the mean earnings (i.e. average pay) for GP’s working to deliver NHS services to patients at each practice.
The average pay for GP’s working in Kings Norton Surgery in the last financial year was £96,491 before tax and National Insurance. This is for 1 full time GP, 7 part time GP’s and 0 locum GP’s who worked in the practice for longer than six months.
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.
For further information visit the NHS Care records website
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.