We have been asked provide you with access to your full medical record from 1st November 2023 via the NHS app and/or the NHS website if you have a suitable NHS login.

We are supportive of providing you with access to your record, but we wish to do this safely. We have an obligation under GDPR to safeguard the information we hold about you and have carried out a Data Protection Impact Assessment (DPIA) to make sure we are able to legally honour our data safeguarding obligations

We believe, and are supported by the BMA, that there are insufficient safeguards in place so we will not be automatically allowing patients access to their records after 1st November 2023.

Everyone will have access to their medication history and allergies and will be able to order their repeat prescriptions (subject to you having NHS login).

If you should require access to your full record where you will be able to see everything, including the notes which have been written by doctors, nurses and others involved in your care at the GP surgery and elsewhere, we ask you to complete the application form below so your request can be assessed by your GP. Remember, you will only see your records from the date of your application, access will not typically be available for historic patient records.

If you already had access to your medical records before the 1st November 2023 you will still have this – your records have already been reviewed. However, you may see a message on your record 1364731000000104 “Enhanced review indicated before granting access to own health record”– please ignore this as your review has already been undertaken and access allowed.

We aim to offer all patients a friendly and efficient service and hope you will be pleased with the service that you receive, however if, as a patient, you are unhappy about any of the services or care that we have provided, we have a concerns procedure to ensure that all concerns are dealt with rapidly and efficiently for the benefit of all parties concerned.

A concern may be defined as a grievance raised by a dissatisfied user of the services provided by the practice. Concerns may relate to the quality of the care, professional competence, administrative and support services provided and may be of a clinical or non-clinical nature.

Internal Complaints Procedure

There are three ways in which patients can register a concern.

• Informal Discussion

Patients are able contact any member of the team to discuss any concerns that they have about their experience in the practice or any suggestions of improvement who will then report the incident to the Practice Manager, who will record it in the practice file.

• Formal Concerns

If the patient is unhappy with the outcome of an informal discussion, or from the outset would like their concern investigated more fully, they can use the practice complaints procedure which is aimed at dealing with complaints quickly and in a friendly and non-threatening way. They can contact the Practice Manager and she will record full details of the complaint and attempt to resolve it in an appropriate manner.

Concerns should be sent in writing to the Practice Manager, Mrs Debra Lewsley either by email: [email protected] or by post: Long Eaton Health Centre, Midland Street, Long Eaton NG10 1RY or via the below online form. We aim to acknowledge this within 48 hours.

Or alternatively you can contact NHS England on Tel: 03003 112233 or [email protected].

Concerns about clinical matters will be investigated by the Practice Manager and the Clinical Team. Administrative concerns will normally be investigated by the Practice Manager.

A full response in writing, setting out the conclusion of the investigation and action, if any, taken in respect of it, is to be made within 20 working days on receipt of the complaint, unless the investigation is still in progress, in which case correspondence explaining the reasons for the delay, will be sent to the complainant

A register and the records of all concerns will be kept and stored and are subject to regular audit but with regard for patient confidentiality. The register of concerns should include information on whether or not the complaint was upheld, the results of the investigation, the resolution of the complaint and the action taken.

We would hope that we would be able address any concerns within our practice, but should anyone feel that we have not dealt with their concerns appropriately or to their satisfaction, then they do also have the right to contact the Ombudsman if they so wish for further investigation. The contact details are:

The Parliamentary and Health Service Ombudsman

Citygate,

51 Mosley St,

Manchester

M2 3HQ

Tel: 0345 015 4033

Website: www.ombudsman.org.uk

All GP practices are required to declare the mean earnings (i.e. average pay) for GPs working to deliver NHS services to patients at each practice.

The average pay for GPs working at West Park Surgery in the last financial year was £68,404 before tax & national insurance.  This is for 0 full time GP’s, 11 part time GP’s and 0 locum GP’s who worked in the practice for longer than six months.

Please see the practice leaflet below.

Click here to download the West Park Surgery Practice Leaflet

1. Introduction

1.1 We are committed to safeguarding the privacy of our website visitors; in this policy we explain how we will treat your personal information.

1.2 By using our website and agreeing to this policy, you consent to our use of cookies in accordance with the terms of this policy.

2. Credit

2.1 This document was created using a template from SEQ Legal (http://www.seqlegal.com).

3. Collecting personal information

3.1 We may collect, store and use the following kinds of personal information:

(a) information about your computer and about your visits to and use of this website including your IP address, geographical location, browser type and version, operating system, referral source, length of visit, page views and website navigation paths;

(b) information that you provide to us when registering with our website including your email address;

(c) information that you provide when completing your profile on our website (including your name, profile pictures, gender, date of birth, relationship status, interests and hobbies, educational details and employment details);

(d) information that you provide to us for the purpose of subscribing to our email notifications and/or newsletters including your name and email address;

(e) information that you provide to us when using the services on our website, or that is generated in the course of the use of those services including the timing, frequency and pattern of service use;

(f) information relating to any purchases you make of our goods / services / goods and/or services or any other transactions that you enter into through our website including your name, address, telephone number, email address and card details;

(g) information that you post to our website for publication on the internet including your user name, your profile pictures and the content of your posts;

(h) information contained in or relating to any communications that you send to us or send through our website including the communication content and meta data associated with the communication;

(i) any other personal information that you choose to send to us.

3.2 Before you disclose to us the personal information of another person, you must obtain that person’s consent to both the disclosure and the processing of that personal information in accordance with this policy.

4. Using your personal information

4.1 Personal information submitted to us through our website will be used for the purposes specified in this policy or on the relevant pages of the website.

4.2 We may use your personal information to:

(a) administer our website and business;

(b) personalise our website for you;

(c) enable your use of the services available on our website;

(d) send you goods purchased through our website;

(e) supply to you services purchased through our website;

(f) send statements, invoices and payment reminders to you, and collect payments from you;

(g) send you non-marketing commercial communications;

(h) send you email notifications that you have specifically requested;

(i) send you our email newsletter, if you have requested it you can inform us at any time if you no longer require the newsletter;

(j) send you marketing communications relating to our business [or the businesses of carefully-selected third parties] which we think may be of interest to you, by post or, where you have specifically agreed to this, by email or similar technology you can inform us at any time if you no longer require marketing communications;

(k) provide third parties with statistical information about our users but those third parties will not be able to identify any individual user from that information;

(l) deal with enquiries and complaints made by or about you relating to our website;

(m) keep our website secure and prevent fraud;

(n) verify compliance with the terms and conditions governing the use of our website including monitoring private messages sent through our website private messaging service; and

(o) other uses.

4.3 If you submit personal information for publication on our website, we will publish and otherwise use that information in accordance with the licence you grant to us.

4.4 Your privacy settings can be used to limit the publication of your information on our website, and can be adjusted using privacy controls on the website.

4.5 We will not, without your express consent, supply your personal information to any third party for the purpose of their or any other third party’s direct marketing.

5. Disclosing personal information

5.1 We may disclose your personal information to any of our employees, officers, insurers, professional advisers, agents, suppliers or subcontractors insofar as reasonably necessary for the purposes set out in this policy.

5.2 We may disclose your personal information to any member of our group of companies this means our subsidiaries, our ultimate holding company and all its subsidiaries insofar as reasonably necessary for the purposes set out in this policy.

5.3 We may disclose your personal information:

(a) to the extent that we are required to do so by law;

(b) in connection with any ongoing or prospective legal proceedings;

(c) in order to establish, exercise or defend our legal rights including providing information to others for the purposes of fraud prevention and reducing credit risk;

(d) to the purchaser or prospective purchaser of any business or asset that we are or are contemplating selling; and

(e) to any person who we reasonably believe may apply to a court or other competent authority for disclosure of that personal information where, in our reasonable opinion, such court or authority would be reasonably likely to order disclosure of that personal information.

5.4 Except as provided in this policy, we will not provide your personal information to third parties.

6. International data transfers

6.1 Information that we collect may be stored and processed in and transferred between any of the countries in which we operate in order to enable us to use the information in accordance with this policy.

6.2 Information that we collect may be transferred to the following countries which do not have data protection laws equivalent to those in force in the European Economic Area: the United States of America, Russia, Japan, China and India.

6.3 Personal information that you publish on our website or submit for publication on our website may be available, via the internet, around the world. We cannot prevent the use or misuse of such information by others.

6.4 You expressly agree to the transfers of personal information described in this Section 6.

7. Retaining personal information

7.1 This Section 7 sets out our data retention policies and procedure, which are designed to help ensure that we comply with our legal obligations in relation to the retention and deletion of personal information.

7.2 Personal information that we process for any purpose or purposes shall not be kept for longer than is necessary for that purpose or those purposes.

7.3 Notwithstanding the other provisions of this Section 7, we will retain documents including electronic documents containing personal data:

(a) to the extent that we are required to do so by law;

(b) if we believe that the documents may be relevant to any ongoing or prospective legal proceedings; and

(c) in order to establish, exercise or defend our legal rights including providing information to others for the purposes of fraud prevention.

8. Security of your personal information

8.1 We will take reasonable technical and organisational precautions to prevent the loss, misuse or alteration of your personal information.

8.2 We will store all the personal information you provide on our secure password- and firewall-protected servers.

8.3 All electronic financial transactions entered into through our website will be protected by encryption technology.

8.4 You acknowledge that the transmission of information over the internet is inherently insecure, and we cannot guarantee the security of data sent over the internet.

8.5 You are responsible for keeping the password you use for accessing our website confidential; we will not ask you for your password except when you log in to our website.

9. Amendments

9.1 We may update this policy from time to time by publishing a new version on our website.

9.2 You should check this page occasionally to ensure you are happy with any changes to this policy.

9.3 We may notify you of changes to this policy by email or through the private messaging system on our website.

10. Your rights

10.1 You may instruct us to provide you with any personal information we hold about you; provision of such information will be subject to:

(a) the payment of a fee currently fixed at GBP 10; and

(b) the supply of appropriate evidence of your identity for this purpose, we will usually accept a photocopy of your passport certified by a solicitor or bank plus an original copy of a utility bill showing your current address.

10.2 We may withhold personal information that you request to the extent permitted by law.

10.3 You may instruct us at any time not to process your personal information for marketing purposes.

10.4 In practice, you will usually either expressly agree in advance to our use of your personal information for marketing purposes, or we will provide you with an opportunity to opt out of the use of your personal information for marketing purposes.

11. Third party websites

11.1 Our website includes hyperlinks to, and details of, third party websites.

11.2 We have no control over, and are not responsible for, the privacy policies and practices of third parties.

12. Updating information

12.1 Please let us know if the personal information that we hold about you needs to be corrected or updated.

13. Cookies

13.1 Our website uses cookies.

13.2 A cookie is a file containing an identifier a string of letters and numbers that is sent by a web server to a web browser and is stored by the browser. The identifier is then sent back to the server each time the browser requests a page from the server.

13.3 Cookies may be either “persistent” cookies or “session” cookies: a persistent cookie will be stored by a web browser and will remain valid until its set expiry date, unless deleted by the user before the expiry date; a session cookie, on the other hand, will expire at the end of the user session, when the web browser is closed.

13.4 Cookies do not typically contain any information that personally identifies a user, but personal information that we store about you may be linked to the information stored in and obtained from cookies.

13.5 We use only session cookies / only persistent cookies / both session and persistent cookies on our website.

13.6 Most browsers allow you to refuse to accept cookies; for example:

(a) in Internet Explorer (version 10) you can block cookies using the cookie handling override settings available by clicking “Tools”, “Internet Options”, “Privacy” and then “Advanced”;

(b) in Firefox (version 24) you can block all cookies by clicking “Tools”, “Options”, “Privacy”, selecting “Use custom settings for history” from the drop-down menu, and unticking “Accept cookies from sites”; and

(c) in Chrome (version 29), you can block all cookies by accessing the “Customise and control” menu, and clicking “Settings”, “Show advanced settings” and “Content settings”, and then selecting “Block sites from setting any data” under the “Cookies” heading.

13.7 Blocking all cookies will have a negative impact upon the usability of many websites.

13.8 If you block cookies, you will not be able to use all the features on our website.

13.9 You can delete cookies already stored on your computer; for example:

(a) in Internet Explorer (version 10), you must manually delete cookie files (you can find instructions for doing so at http://support.microsoft.com/kb/278835);

(b) in Firefox (version 24), you can delete cookies by clicking “Tools”, “Options” and “Privacy”, then selecting “Use custom settings for history”, clicking “Show Cookies”, and then clicking “Remove All Cookies”; and

(c) in Chrome (version 29), you can delete all cookies by accessing the “Customise and control” menu, and clicking “Settings”, “Show advanced settings” and “Clear browsing data”, and then selecting “Delete cookies and other site and plug-in data” before clicking “Clear browsing data”.

13.10 Deleting cookies will have a negative impact on the usability of many websites.

14. Data protection registration

14.1 We are registered as a data controller with the UK Information Commissioner’s Office.

14.2 Our data protection registration number is.

15. Our details

15.1 This website is owned and operated by New Invention Health Centre.

15.2 Our registered office is at New Invention Health Centre, 66 Cannock Road, New Invention, Willenhall, West Midlands WV12 5RZ, United Kingdom

15.3 Our principal place of business is at New Invention Health Centre, 66 Cannock Road, New Invention, Willenhall, West Midlands WV12 5RZ, United Kingdom

Most services that the NHS provides to people are free of charge, but there are some exceptions to this e.g., prescription charges.  Sometimes a charge must be made to cover some of the costs as the service isn’t covered by the funding GP’s receive from the NHS for example, medical reports for insurance companies, private health insurance claims and other letters and forms that need completing that require the GP to review the patient’s medical records.

The contract GP’s have with the NHS covers medical services to patients, but GP’s also do a lot of non-medial work as well which is not funded examples of non-NHS services for which GP’s can charge their patients include but not limited to:

• Holiday cancellation forms
• Private medical insurance forms
• Some travel vaccinations
• Letters requested by or on behalf of, the patient.

The time the GP spends completing forms and preparing reports takes the GP away from direct medical care.  In addition, non-NHS work must be undertaken outside of NHS contracted time.  GP’s have a very high workload which can add up to them working 60 hours plus a week and paperwork, such as, filling insurance forms in and writing medical reports for insurance companies adds to this workload.

When a GP signs a certificate or completes a report it is a condition of their medical registration that they only sign what they know to be true.  Therefore, to complete a very simple form the GP must review the patients entire medical record. Inaccuracy in a report can have serious consequences for a GP with the General Medical Council or even the Police.

How are charges decided?

The British Medical Association (BMA) is the registered Trade Union for doctors, it recommends that GPs tell patients in advance if they will be charged for any work.

Erewash Health Practices, follow the guidelines set by the BMA using their fees calculator.  The fees calculator takes into consideration how much time it takes the GP to complete the work to ensure the cost covers the work undertaken.  Our charges have recently been reviewed for the first time in 5 years.

New charges from 1 July 2024

*The Practice reserves the right to amend the fees , based on the complexity of the work

We are proud to be a well-established training practice, helping qualified doctors, known as registrars, complete the final stages of their GP Training.

We believe that achieving and maintaining training practice status enhances the quality of medical care that we provide at the practice. It also enables patients to see a wider range of clinicians whilst allowing the surgery to benefit from the fresh ideas and approaches brought by young enthusiastic doctors. You can of course still elect to see your regular doctor but sometimes this may require you to plan your appointment.

We have been a training practice for many years and the feedback from patients regarding our registrars has been overwhelmingly positive. The doctors tend to be in the surgery up to 12 months, becoming an integral part of the practice team and an invaluable resource for patients.

As a training practice video recordings are sometimes made of consultations. These are made for training purposes only. Video recordings are only done with your consent and you do have the right to refuse. However, we would stress that all aspects of general practice, including training, are governed by rules of strict confidentiality.

No examinations are filmed.

The Practice takes it very seriously if any member of team is treated in an abusive, aggressive, intimidating or violent way.

The Practice supports the government’s ‘Zero Tolerance’ campaign for Health Service Staff. This states that GPs and their staff have a right to care for others without fear of being attacked or abused. To successfully provide these services a mutual respect between all the practice team and patients has to be in place. All our team aim to be polite, helpful, and sensitive to all patients’ individual needs and circumstances. They would respectfully remind patients that very often the team could be confronted with a multitude of varying and sometimes difficult tasks and situations, all at the same time.  The team understand that ill patients do not always act in a reasonable manner and will take this into consideration when trying to deal with a misunderstanding or complaint.

However, aggressive and/or intimidating behaviour, will not be tolerated in any way and may result in you being removed from the Practice list and, in extreme cases, the Police being contacted.

In order for the practice to maintain good relations with their patients the practice would like to ask all its patients to read and take note of the occasional types of behaviour that would be found unacceptable:

1. Using bad language or swearing at practice staff
2. Any threats or acts of physical violence towards any member of the Primary Health Care Team or other patients
3. Verbal abuse towards the staff in any form
4. Racial abuse and sexual harassment will not be tolerated within this practice
5. Persistent or unrealistic demands that cause stress to staff will not be accepted. Requests will be met wherever possible and explanations given when they cannot
6. Causing damage/stealing from the Practice’s premises, staff or patients
7. Obtaining drugs and/or medical services fraudulently

We ask you to treat the practice team with courteously at all times.

Removal from the practice list

A good patient clinician relationship, based on mutual respect and trust, is the cornerstone of good patient care. The removal of patients from our list is an exceptional and rare event and is a last resort in an impaired patient-practice relationship. When trust has irretrievably broken down, it is in the patient’s interest, just as much as that of the practice, that they should find a new practice. An exception to this is on immediate removal on the grounds of violence e.g. when the Police are involved, or those behaviours mentioned above

Removing other members of the household

In rare cases, however, because of the possible need to visit patients at home it may be necessary to terminate responsibility for other members of the family or the entire household. The prospect of visiting patients where a relative who is no longer a patient of the practice by virtue of their unacceptable behaviour resides, or being regularly confronted by the removed patient, may make it too difficult for the practice to continue to look after the whole family. This is particularly likely where the patient has been removed because of violence or threatening behaviour and keeping the other family members could put the practice team at risk.