There are occasions when the doctor or nurse needs to give you a full examination.

• All patients are entitled to have a chaperone with them for any physical examination.
• The chaperone can be a family member, friend or a member of staff.
• If you want a member of staff to accompany you during the visit please let the receptionist know when you arrive for your appointment.

All patients are entitled to have a chaperone present for any consultation, examination or procedure. If you would like a chaperone, however have not been offered one, please ask your GP, nurse or enquire at reception.

If we can’t provide someone straight away, you may need to return for the examination.

The practice complies with the Data Protection Act 2018. All information about patients is confidential: from the most sensitive diagnosis to the fact of having visited the surgery or being registered at the practice. All patients can expect that their personal information will not be disclosed without their permission except in the most exceptional of circumstances when somebody is at grave risk of serious harm.

All members of the primary health care team (from reception to doctors) in the course of their duties will have access to your medical records. They all adhere to the highest standards of maintaining confidentiality.

As our reception area is a little public, if you wish to discuss something of a confidential nature please mention it to one of the receptionists who will make arrangements for you to have the necessary privacy.

Under 16s

The duty of confidentiality owed to a person under 16 is as great as the duty owed to any other person. Young people aged under 16 years can choose to see health professionals, without informing their parents or carers. If a GP considers that the young person is competent to make decisions about their health, then the GP can give advice, prescribe and treat the young person without seeking further consent.

However, in terms of good practice, health professionals will encourage young people to discuss issues with a parent or carer. As with older people, sometimes the law requires us to report information to appropriate authorities in order to protect young people or members of the public.

Useful Websites

• Confidentiality NHS Code of Practice
• Confidentiality and Mental Health
• Confidentiality Guidance

What information do we collect about you?

We only collect the information (“data”) that we need to help us keep you healthy – such as your name, address, next of kin, records of appointments, visits, telephone calls, your health record, treatment and medicines, test results, X-rays and any other information to enable us to care for you.

How do we use your information?

• We share your medical records with other health professionals who are involved in providing you with care and treatment. This is only ever on a need-to-know basis and event by event.
• Some of your data is automatically copied to the Shared Care Summary Record.
• We share some of your data with local out-of-hours provider
• Data about you is used to manage national screening campaigns such as flu, cervical cytology and diabetes prevention.
• Your data about you is used to manage the NHS and make payments.
• We share information when the law requires us to, for instance when we are inspected or reporting certain illnesses or safeguarding vulnerable people
• Your data is used to check the quality of care provided by the NHS.
• We may also share medical records for medical research

How to access your records?

We encourage patients to sign up to online services (Patient Access) where you can also access your medical records. Please ask our receptionist for more details.

If you want to see what is written about you, you have a right to access the information we hold on you, but you will need to complete a form called Subject Access Request (SAR). Please ask at reception for a SAR form and you will be given further information. You can request to view only certain parts of your records if you prefer.

Furthermore, should you identify anything in your record which is incorrect,  you have the right to have the inaccurate data corrected.

Processors of personal data

In order to deliver the best possible service, the practice contracts Processors to process personal data, including patient data on our behalf.

When we use a Processor to process personal data we will always have an appropriate legal agreement in place to ensure that they keep the data secure, that they do not use or share information other than in accordance with our instructions and that they are operating appropriately. Examples of functions that may be carried out by a Processor include:

• Companies that provide IT services & support, including our core clinical systems; systems which manage patient facing services (such as our website and service accessible through the same); data hosting service providers; systems which facilitate appointment bookings or electronic prescription services; document management services etc.
• Delivery services (for example if we were to arrange for delivery of any medicines to you).
• Payment providers (if for example you were paying for a prescription or a service such as travel vaccinations).

Don’t want to share?

All our patients can choose not to share their information. Should you wish to opt out of data collection, please contact a member of staff, alternatively,

Patients can set their opt-out preferences at www.nhs.uk/your-nhs-data-matters You will need their NHS number and a valid email address or telephone number which is on the GP record or on the Personal Demographics Service database to register their decision to opt out. Patients who are unable to use the online facility can use a phone helpline to manage their choice 0300 303 5678. A paper print-and-post form is also available at www.nhs.uk – Other ways to make a choice about sharing data.

Alternatively, please contact a member of staff for support.

Have a question?

If you have any questions, ask a member of the surgery team. You can:

Contact the practice’s data controller via email at [email protected]. GP practices are data controllers for the data they hold about their patients

Ask to speak to the practice manager Lucie Lehane who is also Data Protection Champion for The Exchange Surgery.

Data Protection Officer (DPO) contact for The Exchange Surgery:

IG Help Desk Contact:

• Email: [email protected], [email protected]
• Telephone: 030000 428 438

GP DPO Service Lead: Claire Clements

If you’re not happy about how we manage your information

We really want to make sure you’re happy, but we understand that sometimes things can go wrong. If you are unhappy with any part of our data-processing methods, you can complain. For more information, visit ico.org.uk and select ‘Raising a concern’.

We always make sure the information we give you is up-to-date. Any updates will be published on our website, in our newsletter and leaflets, and on our posters. This policy will be reviewed in May 2019.

For more information see Our Healthier South East London Privacy Notice.

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.

The average pay for GPs working in The Vale Surgery in the last financial year was £66,958.00 before tax and National Insurance. This is for 2 full time GPs and 1 locum GP who worked in the practice for more than 6 months.

It should be noted that the prescribed method for calculating earnings is potentially misleading because it takes no account of how much time doctors spend working in the practice, and should not be used to from any judgement about GP earnings, nor to make any comparison with any other practice.

What is non-NHS work and why is there a fee?

The National Health Service provides most health care to most people free of charge, but there are exceptions: prescription charges have existed since 1951 and there are a number of other services for which fees are charged.

Sometimes the charge is because the service is not covered by the NHS, for example, providing copies of health records or producing medical reports for insurance companies, solicitors or employers.

The Government’s contract with GPs covers medical services to NHS patients but not non-NHS work. It is important to understand that many GPs are not employed by the NHS; they are self-employed and they have to cover their costs – staff, buildings, heating, lighting, etc. – in the same way as any small business.

In recent years, however, more and more organisations have been involving doctors in a whole range of non-medical work. Sometimes the only reason that GPs are asked is that they are in a position of trust in the community, or because an insurance company or employer wants to ensure that information provided to them is true and accurate.

Examples of non-NHS services for which GPs can charge their own NHS patients are:

• Accident/sickness certificates for insurance purposes
• School fee and holiday insurance certificates
• Reports for health clubs to certify that patients are fit to exercise
• Private prescriptions for travel purposes

Examples of non-NHS services for which GPs can charge other institutions are:

• Life assurance and income protection reports for insurance companies
• Reports for the Department for Work and Pensions (DWP) in connection with
• Disability living allowance and attendance allowance
• Medical reports for local authorities in connection with adoption and fostering
• Copies of records for solicitors

Do GPs have to do non-NHS work for their patients?

With certain limited exceptions, for example, a GP confirming that one of their patients is not fit for jury service, GPs do not have to carry out non-NHS work on behalf of their patients. Whilst GPs will always attempt to assist their patients with the completion of forms, they are not required to do such non-NHS work.

Is it true that the BMA sets fees for non-NHS work?

The British Medical Association (BMA) suggest fees that GPs may charge their patients for non-NHS work (i.e. work not covered under their contract with the NHS) in order to help GPs set their own professional fees. However, the fees suggested by them are intended for guidance only; they are not recommendations and a doctor is not obliged to charge the rates they suggest.

Why does it sometimes take my GP a long time to complete my form?

Time spent completing forms and preparing reports takes the GP away from the medical care of his or her patients. Most GPs have a very heavy workload and paperwork takes up an increasing amount of their time. Our GPs do non-NHS work out of NHS time at evenings or weekends so that NHS patient care does suffer.

I only need the doctor’s signature – what is the problem?

When a doctor signs a certificate or completes a report, it is a condition of remaining on the Medical Register that they only sign what they know to be true. In order to complete even the simplest of forms, therefore, the doctor might have to check the patient’s entire medical record. Carelessness or an inaccurate report can have serious consequences for the doctor with the General Medical Council (the doctors’ regulatory body) or even the police.

If you are a new patient we may not have your medical records so the doctor must wait for these before completing the form.

What will I be charged?

It is recommended that GPs tell patients in advance if they will be charged, and what the fee will be. It is up to individual doctors to decide how much they will charge. The surgery has a list of fees based on these suggested fees which are available on request.

What can I do to help?

Not all documents need a signature by a doctor, for example, passport applications. You can ask another person in a position of trust to sign such documents free of charge. Read the information that comes with these types of forms carefully before requesting your GP to complete them.

If you have several forms requiring completion, present them all at once and ask your GP if he or she is prepared to complete them at the same time to speed up the process.

Do not expect your GP to process forms overnight: urgent requests may mean that a doctor has to make special arrangements to process the form quickly, and this may cost more. Usually, non-NHS work will take 2 weeks.

Streatham PCN is made up of a number of GP Practices and has been created for members practices to work collaboratively to deliver the requirements of the PCN Directed Enhanced Service Contract.

The following practices are part of Streatham PCN:

• Palace Road Surgery
• Streatham Hill Group Practice
• Valley Road Surgery
• The Exchange Surgery
• Streatham Common Practice
• The Vale Surgery

As part of the PCN DES service, we are required to provide Enhanced Access to patients registered with practices in the PCN. Enhanced Access is patient appointments outside core practice hours – that is between 18:30-20:00 on weekdays, and on Saturdays 09:00 till 17:00. We have chosen to also offer some appointments between 07:00-08:00 on weekdays. We have also chosen to subcontract some of the provision of these appointments to our local GP federation (Lambeth GP Federation), who have previously provided access hubs in the area.

The Enhanced Access service for our patients requires the following:

• An interoperable Clinical IT solution and
• Data Sharing between the PCN practices and the GP Federation

To enable us to provide our Enhanced Access Service to you, clinicians from other practices in our PCN and working for our local Federation will at times have access to your full GP record, but only when providing direct care to you.

People who have access to your information will only normally have access to information that they need to fulfil their roles. For example, admin staff will normally only see your name, address, contact details, appointment history and registration details in order to book appointments; the practice nurses will normally have access to your immunisation, treatment, significant active and important past histories, your allergies and relevant recent contacts whilst any GP you see or speak to will normally have access to everything in your record.

We are here to help you, but to do this we sometimes need your assistance. Here we explain the ways in which you can help the surgery provide a better service for all patients.

Patient Health

Patients should respect their health and therefore seek to maintain a healthy lifestyle and minimise their health risks.

Patient Conduct

Patients should value the members of the practice team as professional advisers. This includes extending the same courtesy and politeness as they would expect to receive.

No Smoking

We are committed to a policy of promoting good health and preventing disease. There should be no smoking on the premises to ensure a smoke-free environment.

Repeat Prescriptions

Requests for repeat prescriptions take 2 working days and should be made in good time to avoid unnecessary delay in treatment. Requests should be made using the computer-generated right side of your prescription or alternatively a request may be made in writing to the surgery. For safety reasons, requests for repeat medication will not be taken over the telephone however they can be requested via our website.

Help and Advice

Requests for help or advice for non urgent conditions should be made within normal surgery opening hours. The out-of-hours service operated by NHS 111 should only be used in the case of urgent medical conditions and not for routine problems or enquiries.

Appointment Attendance

The patient should do everything possible to keep appointments. The surgery should be notified as soon as possible if you are unable to attend so that the appointment can be given to another patient. Failing to turn up for appointments without notifying the surgery in advance could stop possible urgent cases from receiving earlier medical attention.

Patient Privacy

Whilst privacy is respected by all staff, it would be helpful if patients would indicate the nature of the appointment ie blood tests, vaccinations, smears, etc so that we can advise on the best member of the team to consult.

Home Visits

Home visits should be regarded as a service for the genuinely housebound or seriously ill. They are time consuming and their misuse would disadvantage those in genuine need.

New Patients

If you are a new patient please be ready to tell us details of your past medical history, including illnesses, medication, hospital admissions and other relevant details. Make sure you have registered all members of your household.

Moving House

If you move house or are planning to in the near future, you should notify the surgery of your new address as soon as possible. Remember that in case of emergency we may need to contact you urgently.

Effective Use of Resources

We place importance on the effective use of resources, patients found repeatedly failing to attend appointments without prior notification, abusing the home visits or NHS 111 out-of-hours service, or repeatedly phoning in to request repeat prescriptions will have their registration status reviewed.

If you would like to give us any feedback or wish to make a complaint, please complete our Feedback and Complaints Triage.

The doctors and staff at this practice are committed to providing high quality healthcare and services to patients. If you have a complaint or concern about the service you have received from the practice, please let us know at the reception desk by informing the Operations Manager verbally or in writing.

We operate a complaints procedure as part of the NHS system for dealing with complaints.

The practice complaints procedure meets national criteria.

What If My Complaint Is Personal?

We shall respect your confidentiality. If your concerns are about another person we will need their written permission before discussing anything personal with you.

Tell Us What You Think

It is helpful to have your views about how we run the practice.

If something concerns you or you think we should know about anything, please speak the Operations Manager. Or you can write down your comments and suggestions and give to a member of staff or put it in the suggestions box.

The doctors and staff are interested to know what you think about the services we offer here. Your compliments as well as complaints are equally welcomed.

We will provide high quality primary care response to the needs of the local community, to the mutual satisfaction of patients, clinicians and practice staff. We will respect the needs and beliefs of patients without discrimination, in a supportive and friendly environment.

We will create an atmosphere of professionalised care and accessibility, and to work in partnership with patients and other health care professionals.

How To Complain

It is best to tell a member of staff about any concerns or problems as soon as they arise and we will try and sort them out.

If you wish to make a complaint, please let us have details of your complaint as soon as possible so we can find out what happened.

You can ask for an appointment with the Operations Manager in order to discuss your concerns. She will explain the complaints procedure to you and make sure that your concerns are dealt with promptly. It helps us if you can give us as the full details about your complaint.

You need to make your complaint within 12 months of the incident that caused the problem OR within 12 months of discovering that you have a problem relating to a specific incident.

Complaining On Behalf Of Someone Else

Medical records are protected by the Data Protection Act 2018. If you are complaining on behalf of someone else we need to know that you have their permission to do so. A note signed by the person concerned will be needed unless they are incapable (i.e. due to illness) of providing this.

Verbal Complaints

We believe that most problems can be sorted out easily and quickly, often at the time they occur with the individuals concerned. Please ask to speak with Sally Knapp, our reception manager, who will try to assist you. If you are unable to resolve your problem at step 1 then please read details below on step 2.

Local Resolution

As part of our resolution process, we wish to deal with complaints as soon as possible after the event. If not resolved in step 1 then a complaint must be made in writing, ideally within 1 year of the date on which the complaint occurred.

The complaint letter must be addressed to the complaints to the Operations Manager.

What We Will Do

We shall acknowledge your complaint in writing within 3 working days and shall then proceed to investigate your complaint within 10 working days. After investigating your complaint we should be in a position to offer you an explanation by writing to you. Or we may invite you to a meeting in the practice if this is appropriate. When we look into a complaint we aim to:

• Find out what happened and what went wrong
• Make it possible for you to discuss the problem with those concerned, if this is appropriate
• Make sure you receive an apology where appropriate
• Identify what we can do to make sure the problem does not arise again
• Introduce procedures to ensure that best practice is adopted where necessary

A written response from the complaints manager will be sent within 30 working days of the complaint being made.

Useful Addresses

If you are not happy with our written response to your concerns, you can contact the NHS England Customer Contact Centre or The Parliamentary and Health Service Ombudsman.

NHS England Customer Contact Centre
NHS Commissioning Board
P.O. Box 16738
Redditch
B97 9PT
Tel: 0300 311 2233
Voice Ability: 0300 3305 454
Text Phone: 0786 002 2939
Email: [email protected]

The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP
Tel: 0345 015 4033
Website: www.ombudsman.org.uk

NHS 111 Service (replacing NHS Direct)
Medical help fast but not a 999 emergency
Tel: 111
If you have difficulties communicating or hearing.
Text Phone: 18001 111

Remember:

• We want you to let us know if you are unhappy or have a suggestion about how we can do things better
• All complaints are treated in the strictest confidence
• Making a complaint will not affect your treatment at the surgery

The current Central NHS Computer System is 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.

You may need to be treated by health and care professionals that do not know your medical history. Essential details about your healthcare can be difficult to remember, particularly when you are unwell or have complex care needs. Having an SCR means that when you need healthcare you can be helped to recall vital information.

SCRs can help the staff involved in your care make better and safer decisions about how best to treat you.

You can choose to have additional information included in your SCR, which can enhance the care you receive. This information includes:

• Your illnesses and health problems.
• Operations and vaccinations you have had in the past.
• How you would like to be treated – such as where you would prefer to receive care.
• What support you might need.
• Who should be contacted for more information about 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?

If you are registered with a GP practice in England you will have a Summary Care Record (SCR), unless you have previously chosen not to 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. It includes important information about your health:

• Medicines you are taking.
• Allergies you suffer from.
• Any bad reactions to medicines.

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 our online Summary Care Record Opt Out form.

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.