© Gosberton Medical Centre

Accessible Information Standard

Accessible Information Standard

In England, people with sensory impairment and/or learning disability , as well as parents and carers, now have rights to accessible information and communication support when using health and social care services.

The Accessible Information Standard says that all publicly funded adult social care and health providers, including GPs, must identify and meet the information and communication needs of those who use their services.

They also need to keep a record of these needs on your medical record, in a way that is clear and consistent.

Under the Accessible Information Standard individuals can specify if the need:

  • To be contacted in a certain way – e.g. via email instead of the phone
  • To receive information in a different format – i.e. large print
  • Communication support for appointments e.g. a BSL interpreter or communicator-guide
  • If they use additional support to communicate e.g. hearing aids or lip-reading

If you have information or communication needs:

  • At your next contact with the Practice, highlight your needs and ask for them to be recorded in compliance with the Standard.

 


Book or cancel

appointments

Order repeat prescriptions online
View your medical records online
Online Services
Surgery opening times
Topical issues & self help
  • How to help yourself

    Self-care - With a well stock medicine cabinet and some first aid supplies you can tackle many of the common winter illnesses such as coughs and colds or minor cuts and bruises yourself.

     

    Pharmacies - Your local pharmacist can offer you free, qualified health advice at any time, and no appointment is necessary. From coughs and colds to aches and pains and other minor ailments they can give you expert help and answer questions about prescribed and over the counter medicines.


    GP surgery - Your GP surgery can offer you advice on long term illnesses that have flared up, old injuries or joint pains that have worsened, minor medical complaints such as skin conditions, and general feelings of unwellness that are worrying you and could need further investigation. They can also help you with emotional problems like depression.

     

    Out-of-hours GP service - If you require a GP outside of normal opening hours, please contact the GP out-of-hours service on 111. The service is available Mondays to Fridays between 6.30pm and 8am, and 24 hours a day on weekends and bank holidays.

    The service can be contacted using the new 111 number. Please note that this service is only for patients whose condition cannot safely wait until the next working day on which the Practice is open and who need advice or treatment from a doctor or nurse.

    Internet advice - Can help to signpost you to local services appropriate to you.

    Try http://www.nhs.uk/

     

  • Out of hours service

    For urgent appointments outside our normal surgery hours, please call the Out Of Hours service on: 111 NHS Direct - free expert health information 24 hours a day - 0845 4647 or www.nhsdirect.co.uk

  • Searching

    You can use our search function to search through our services looking for a specific service or illness.

     

    Please just type in the search box what you are looking for and if it is in the services section, we will find it.

  • Flu Jabs 2018

    We currently do not have any Flu Jabs available for those patients aged over 65. The current guidance from NHSE is to see if a community Pharmacy has any available.

    We DO still have stocks of Jabs available for the UNDER 65s. Please contact our Reception team to book an appointment.


Monday
Extended Hours- Open 7.10amuntil 6.30pm

Tuesday
Extended Hours- Open 7.10am until 6.30pm

Wednesday
Open 8.00amuntil 6.30pm

Thursday
Open 8.00amuntil 6.30pm

Friday
Open 8.00amuntil 6.30pm
Click the icon to call us
Phone US
Not registered? Signup for online services here

Book or cancel

appointments

Order repeat prescriptions online
View your medical records online
Quick Links Quick Links Topical Issues & Self Help Topical Issues & Self Help Dispensary  Services Dispensary  Services Appointments, Visits & Results Appointments, Visits & Results Our Team Our Team Our Services Our Services Registering With Us Registering With Us Tell Us How We Are Doing Tell Us How We Are Doing Patient Link Patient Link How To Find Us How To Find Us

Opening Hours


Monday
Extended Hours- Open 7.10amuntil 6.30pm

Tuesday
Extended Hours- Open 7.10am until 6.30pm

Wednesday
Open 8.00amuntil 6.30pm

Thursday
Open 8.00amuntil 6.30pm

Friday
Open 8.00amuntil 6.30pm


Registering with the practice

We have an open list and welcome requests for registration from patients living or moving into the Practice Area. We can only register people living within the Practice catchment area.
You can register by bringing along your NHS Medical Card and completing a form at Reception. You will also be asked to complete a New Patient Registration Form click here , if you are aged 16 or over.We will need to see one form of approved identification e.g. Passport or Driving Licence.

You will be allocated a GP at the Practice who will lead on your care, but you are not restricted to just seeing this GP.  We will where possible try to ensure that you are able to see the doctor of your choice.
Please allow 48 hours for our records to be updated with your details prior to trying to make an appointment or request any medications.
We recommend that all new patients over the age of 16 undertake a 20 minute Health Check with one of our Healthcare Assistants.

IF YOU ARE HOMELESS you are still entitled to register with a GP using a temporary address, which may be a friends address or a day centre. Some GP practices may allow you to use their own address to register as a homeless patient. click here


Complaints

Complaints


We always endeavour to offer the best services possible, but there may be times when you feel that this has not happened. Full details of how to make a complaint are detailed below and are on our Notice Board in reception and on the web site.


Practice Complaints Procedure


If you have any complaints or concerns about the service you have received from the Doctors or staff working in this Practice, please let us know.


We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible – ideally, within a matter of days or at most a few weeks – because this will enable us to establish what happened more easily. If it is not possible to do that, please let us have details of your complaint:-


a) 12 months from the date on which the event which is the subject of the complaint occurred; or


b) 12 months from the date on which the event which is the subject of the complaint comes to the complainant’s notice.
 


Simon Walsh, the Practice Manager or his deputy Rachelle Hall will be pleased to deal with any complaint. He/she will explain the procedure to you and make sure that your concerns are dealt with promptly.


You can make a complaint:


In person—ask to speak to the Practice Manager


In writing—some complaints may be easier to explain in writing—please give as much information as you can, then send your complaint to the practice for the attention of Simon Walsh, the Practice Manager as soon as possible.


What we shall do


Our complaints procedure is designed to make sure that we settle any complaints as quickly as possible. We shall acknowledge your complaint within 3 working days and aim to have looked into your complaint within 10 working days of the date when you raised it with us. We shall then be in a position to offer you an explanation, or a meeting with the people involved. When we look into your complaint, we shall aim to:


Find out what happened and what went wrong


Make it possible for you to discuss the problem with those concerned, if you would like this.


Make sure you receive an apology, where appropriate.


Identify what we can do to make sure the problem doesn’t happen again.


At the end of the investigation your complaint will be discussed with you in detail, either in person or in writing. Complaints will be resolved in the shortest time possible.


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 his or her permission to do so. A note signed by the person concerned will be needed, unless they are incapable (because of illness) of providing this.


What you can do next


We hope that, if you have a problem, you will use our Practice complaints procedure. We believe that this gives us the best chance of putting right whatever has gone wrong and the opportunity to improve our practice.


However this does not affect your right to approach the complaints team at South Lincolnshire Clinical Commissioning Group, if you feel you cannot raise your complaint with us or you are dissatisfied with the way we are dealing with your complaint -email GEMCSU.lincolnshirecomplaints@nhs.net



The Patient Advice and Liaison Service (PALS) is based at NHS Lincolnshire and provide confidential advice and support, helping you to sort out any concerns you may have about the care we provide, guiding you through the different services available from the NHS. Telephone 0845 602 4384 or email info@lincspals.nhs.uk 


Alternatively you may wish to contact the NHS Complaints advocacy service POhWER ON 0300 4562 370 or email pohwer@pohwer.net 


If you remain dissatisfied with the responses to your complaint, you have the right to approach the Ombudsman to review your case. The Ombudsman can be conducted at www.ombudsman.org.uk or you can contact them on 0345 015 4033 (Mon-Fri 8.30am-5.30pm), or write to them at:


The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London, SW1P 4QP.


Help us get it right


We constantly try to improve the service we offer. Please let us know when you think we have done something well or if you have any suggestions as to how we can do something better.


Violent and Abusive Patients


Along with other practices in Lincolnshire we have a zero tolerance policy on violence or abuse (whether verbal, or physical) against any member of our practice team, or towards other patients or contractors on our premises (or in general). We reserve the right to remove violent and abusive patients from our list.


Keeping Appointments


With the demand on appointments we ask that if there is a need for any patient to cancel an appointment that they give us as much notice as possible. We monitor non-attendance to booked appointments and we reserve the right to remove patients from the list if they fail to keep an appointment more than 3 times in a rolling 12 month period. Should you be more than ten minutes late arriving for an appointment, the Practice reserves the right to cancel the appointment, meaning you will need to re-book - possibly for another day.


Clinical Commissioning Group


Gosberton Medical Centre is a member of the South Lincolnshire CCG and has a General Medical Services contract with NHS England to provide the services we have outlined.


The Practice is regulated by the Care Quality Commission. The Practice has not at this time been inspected.


Comments/Suggestions


We are happy to accept and consider comments and suggestions from our patients. Please complete a Complaints/Comment slip and place it in the suggestions box in the entrance lobby 


Arriving Late or Not Arriving for an appointment

Arriving Late for an Appointment
If you arrive late for an appointment it is at the Discretion of the healthcare professional that you are due to see, as to whether or not you will be seen.
The receptionist will contact the GP/Nurse/Healthcare Assistant to see if he/she is prepared to see you.
If it is agreed that you can be seen it may not be until the end of the surgery in progress to avoid delays for other patients already waiting.

UNKEPT APPOINTMENTS
Approximately 85 appointments per month are ‘Did Not Attend’ (DNA), i.e. the patient does not turn up for the appointment and does not contact the surgery in advance to cancel/change appointment. The effect of these are:
• An increase in the waiting time for appointments
• Frustration for both staff and patients
• A waste of resources

Missed Appointments
Due to the number of patients failing to attend for their appointment this may mean that you will not be able to see the clinician of your choice, on the day you wish.
The Practice has developed a policy that includes wrtting to patients who miss more than a certain number of appointments to try and understand any problems they may have had. If a patient continues to miss appointments the practice will view this as a breakdown in the Patient/Practice relationship and could look to have that patient removed from our list - this will always be a last resort.


Carer's Policy

Environmental Policy

Please see the Practice Environmental Policy click here


Privacy Policy

PRACTICE FAIR PROCESSING & PRIVACY NOTICE

 

Your Information, Your Rights

Being transparent and providing accessible information to patients about how we will use your personal information is a key element of the Data Protection Act 2018 and the EU General Data Protection Regulations (GDPR).

The following notice reminds you of your rights in respect of the above legislation and how your GP Practice will use your information for lawful purposes in order to deliver your care and the effective management of the local NHS system.

This notice reflects how we use information for:

  • The management of patient records;
  • Communication concerning your clinical, social and supported care;
  • Ensuring the quality of your care and the best clinical outcomes are achieved through clinical audit and retrospective review;
  • Participation in health and social care research; and
  • The management and clinical planning of services to ensure that appropriate care is in place for our patients today and in the future.

 

Data Controller

As your registered GP practice, we are the data controller for any personal data that we hold about you.

What information do we collect and use?

All personal data must be processed fairly and lawfully, whether is it received directly from you or from a third party in relation to the your care.

We will collect the following types of information from you or about you from a third party (provider organisation) engaged in the delivery of your care:

  • ‘Personal data’ meaning any information relating to an identifiable person who can be directly or indirectly identified from the data.  This includes, but is not limited to name, date of birth, full postcode, address, telephone numbers, email addresses, next of kin and NHS number/HCN number/ CHI number (as appropriate);

And

  • ‘Special category / sensitive data’ such as medical history including details of appointments and contact with you, medication, emergency appointments and admissions, clinical notes, treatments, results of investigations, supportive care arrangements, social care status, race, ethnic origin, genetics and sexual orientation.

 

Your healthcare records contain information about your health and any treatment or care you have received previously (e.g. from an acute hospital, GP surgery, community care provider, mental health care provider, walk-in centre, social services).  These records may be electronic, a paper record or a mixture of both.  We use a combination of technologies and working practices to ensure that we keep your information secure and confidential.

Why do we collect this information?

The NHS Act 2006 and the Health and Social Care Act 2012 invests statutory functions on GP Practices to promote and provide the health service in England, improve quality of services, reduce inequalities, conduct research, review performance of services and deliver education and training.  To do this we will need to process your information in accordance with current data protection legislation to:

  • Protect your vital interests;
  • Pursue our legitimate interests as a provider of medical care, particularly where the individual is a child or a vulnerable adult;
  • Perform tasks in the public’s interest;
  • Deliver preventative medicine, medical diagnosis, medical research; and
  • Manage the health and social care system and services.

How is the information collected?

Your information will be collected either electronically using secure NHS Mail or a secure electronic transferred over an NHS encrypted network connection.  In addition physical information will be sent to your practice.  This information will be retained within your GP’s electronic patient record or within your physical medical records.

Who will we share your information with?

In order to deliver and coordinate your health and social care, we may share information with the following organisations:

  • Local GP Practices in order to deliver extended primary care services
  • NHS Trusts/Hospitals/Health boards/Specialist trusts
  • Ambulance trusts
  • Private Sector Hospitals, Agencies, Providers
  • Dentists, Opticians and Pharmacies (NHS and Independent)
  • 111 and Out of Hours Service
  • Clinical Commissioning Groups
  • Social Services and Community Care services
  • Local Authorities
  • Education services
  • Voluntary Support Organisations
  • Fire and Rescue Services, Police

 

Your information will only be shared if it is appropriate for the provision of your care or required to satisfy our statutory function and legal obligations.

Your information will not be transferred outside of the European Union.

Whilst we might share your information with the above organisations, we may also receive information from them to ensure that your medical records are kept up to date and so that your GP can provide the appropriate care.

In addition we received data from NHS Digital (as directed by the Department of Health) such as the uptake of flu vaccinations and disease prevalence in order to assist us to improve “out of hospital care”

How do we maintain the confidentiality of your records?

We are committed to protecting your privacy and will only use information that has been collected lawfully.  Every member of staff who works for an NHS organisation has a legal obligation to keep information about you confidential.  We maintain our duty of confidentiality by conducting annual training and awareness, ensuring access to personal data is limited to the appropriate staff and information is only shared with organisations and individuals that have a legitimate and legal basis for access.

Information is not held for longer than is necessary.   We will hold your information in accordance with the Records Management Code of Practice for Health and Social Care 2016.

Consent and Objections

Do I need to give my consent?

The GDPR sets a high standard for consent.  Consent means offering people genuine choice and control over how their data is used. When consent is used properly, it helps you build trust and enhance your reputation.  However consent is only one potential lawful basis for processing information.  Therefore your GP practice may not need to seek your explicit consent for every instance of processing and sharing your information, on the condition that the processing is carried out in accordance with this notice.  Your GP Practice will contact you if they are required to share your information for any other purpose which is not mentioned within this notice.  Your consent will be documented within your electronic patient record.

What will happen if I withhold my consent or raise an objection?

You have the right to write to withdraw your consent to any time for any particular instance of processing, provided consent is the legal basis for the processing.  Please contact your GP Practice for further information and to raise your objection.

Health Risk Screening / Risk Stratification

Health Risk Screening or Risk Stratification is a process that helps your GP to determine whether you are at risk of an unplanned admission or deterioration in health.  By using selected information such as age, gender, NHS number/HCN number/ CHI number, diagnosis, existing long term condition(s), medication history, patterns of hospital attendances, admissions and periods of access to community care your GP will be able to judge if you are likely to need more support and care from time to time, or if the right services are in place to support the local population’s needs.

To summarise Risk Stratification is used in the NHS to:

  • Help decide if a patient is at a greater risk of suffering from a particular condition;
  • Prevent an emergency admission;
  • Identify if a patient needs medical help to prevent a health condition from getting worse; and/or
  • Review and amend provision of current health and social care services.

Your GP will use computer based algorithms or calculations to identify their registered patients who are at most risk, with support from the local Commissioning Support Unit and/or a third party accredited Risk Stratification provider.  The risk stratification contracts are arranged in accordance with the current Section 251 Agreement. Neither the CSU nor your local CCG will at any time have access to your personal or confidential data.  They will only act on behalf of your GP to organise the risk stratification service with appropriate contractual technical and security measures in place.

Your GP will routinely conduct the risk stratification process outside of your GP appointment.  This process is conducted electronically and without human intervention.  The resulting report is then reviewed by a multidisciplinary team of staff within the Practice.  This may result in contact being made with you if alterations to the provision of your care are identified.

A Section 251 Agreement is where the Secretary of State for Health and Social Care has granted permission for personal data to be used for the purposes of risk stratification, in acknowledgement that it would overburden the NHS to conduct manual reviews of all patient registers held by individual providers.

As mentioned above, you have the right to object to your information being used in this way.  However you should be aware that your objection may have a negative impact on the timely and proactive provision of your direct care.  Please contact the Practice Manager to discuss how disclosure of your personal data can be limited.

Sharing of Electronic Patient Records within the NHS

Electronic patient records are kept in most places where you receive healthcare.  Our local electronic system (such as SystmOne, EMIS and Eclipse) enables your record to be shared with organisations involved in your direct care, such as:

  • GP practices
  • Community services such as district nurses, rehabilitation services, telehealth and out of hospital services.
  • Child health services that undertake routine treatment or health screening
  • Urgent care organisations, minor injury units or out of hours services
  • Community hospitals
  • Palliative care hospitals
  • Care Homes
  • Mental Health Trusts
  • Hospitals
  • Social Care organisations
  • Pharmacies

In addition, NHS England have implemented the Summary Care Record which contains information including medication you are taking and any bad reactions to medication that you have had in the past.

In most cases, particularly for patients with complex conditions and care arrangements, the shared electronic health record plays a vital role in delivering the best care and a coordinated response, taking into account all aspects of a person’s physical and mental health.  Many patients are understandably not able to provide a full account of their care, or may not be in a position to do so.  The shared record means patients do not have to repeat their medical history at every care setting.

Your record will be automatically setup to be shared with the organisations listed
above, however you have the right to ask your GP to disable this function or restrict access to specific elements of your record.  This will mean that the information recorded by your GP will not be visible at any other care setting.

You can also reinstate your consent at any time by giving your permission to override your previous dissent.

Invoice Validation

If you have received treatment within the NHS, the local Commissioning Support Unit (CSU) may require access to your personal information to determine which Clinical Commissioning Group is responsible for payment for the treatment or procedures you have received.  Information such as your name, address, date of treatment and associated treatment code may be passed onto the CSU to enable them to process the bill.  These details are held in a secure environment and kept confidential.  This information is only used to validate invoices in accordance with the current Section 251 Agreement, and will not be shared for any further commissioning purposes.

Your Right of Access to Your Records

The Data Protection Act and General Data Protection Regulations allows you to find out what information is held about you including information held within your medical records, either in electronic or physical format.  This is known as the “right of subject access”.  If you would like to have access to all or part of your records, you can make a request in writing to the organisation that you believe holds your information.  This can be your GP, or a provider that is or has delivered your treatment and care.  You should however be aware that some details within your health records may be exempt from disclosure, however this will in the interests of your wellbeing or to protect the identity of a third party.  If you would like access to your GP record please submit your request in writing to:

The Practice Manager, Gosberton Medical Centre Lowgate Gosberton Spalding Lincs PE11 4NL.

Change of Personal Details

It is important that you tell the Practice if any of your details such as your name or address, telephone numbers, email address have changed or if any of your details such as date of birth is incorrect in order for this information to be amended. You have a responsibility to inform us of any changes so our records are accurate and up to date for you.

Complaints

In the event that your feel your GP Practice has not complied with the current data protection legislation, either in responding to your request or in our general processing of your personal information, you should raise your concerns in the first instance in writing to the Practice Manager at:

Gosberton Medical Centre Lowgate Gosberton Spalding Lincs PE11 4NL.

If you remain dissatisfied with our response you can contact the Information Commissioner’s Office at Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF – Enquiry Line: 01625 545700 or online at www.ico.gov.uk

For a copy of our Privacy Notice click here

 

 

 

                                                


Accessible Information Standard

Accessible Information Standard

In England, people with sensory impairment and/or learning disability , as well as parents and carers, now have rights to accessible information and communication support when using health and social care services.

The Accessible Information Standard says that all publicly funded adult social care and health providers, including GPs, must identify and meet the information and communication needs of those who use their services.

They also need to keep a record of these needs on your medical record, in a way that is clear and consistent.

Under the Accessible Information Standard individuals can specify if the need:

  • To be contacted in a certain way – e.g. via email instead of the phone
  • To receive information in a different format – i.e. large print
  • Communication support for appointments e.g. a BSL interpreter or communicator-guide
  • If they use additional support to communicate e.g. hearing aids or lip-reading

If you have information or communication needs:

  • At your next contact with the Practice, highlight your needs and ask for them to be recorded in compliance with the Standard.

 


Friends & Family Test Numbers and Comments

Please see the number of replies so far in 2018 and comments made in November 2018

Numbers click here

Comments click here


© Gosberton Medical Centre
Click the icon to call us
Phone US
Click the icon to call us
Phone US
Not registered? Signup for online services here

Book or cancel

appointments

Order repeat prescriptions online
View your medical records online
Quick Links Quick Links Topical Issues & Self Help Topical Issues & Self Help Dispensary  Services Dispensary  Services Appointments, Visits & Results Appointments, Visits & Results Our Team Our Team Our Services Our Services Registering With Us Registering With Us Tell Us How We Are Doing Tell Us How We Are Doing Patient Link Patient Link How To Find Us How To Find Us

Opening Hours


Monday
Extended Hours- Open 7.10amuntil 6.30pm

Tuesday
Extended Hours- Open 7.10am until 6.30pm

Wednesday
Open 8.00amuntil 6.30pm

Thursday
Open 8.00amuntil 6.30pm

Friday
Open 8.00amuntil 6.30pm


Registering with the practice

We have an open list and welcome requests for registration from patients living or moving into the Practice Area. We can only register people living within the Practice catchment area.
You can register by bringing along your NHS Medical Card and completing a form at Reception. You will also be asked to complete a New Patient Registration Form click here , if you are aged 16 or over.We will need to see one form of approved identification e.g. Passport or Driving Licence.

You will be allocated a GP at the Practice who will lead on your care, but you are not restricted to just seeing this GP.  We will where possible try to ensure that you are able to see the doctor of your choice.
Please allow 48 hours for our records to be updated with your details prior to trying to make an appointment or request any medications.
We recommend that all new patients over the age of 16 undertake a 20 minute Health Check with one of our Healthcare Assistants.

IF YOU ARE HOMELESS you are still entitled to register with a GP using a temporary address, which may be a friends address or a day centre. Some GP practices may allow you to use their own address to register as a homeless patient. click here


Complaints

Complaints


We always endeavour to offer the best services possible, but there may be times when you feel that this has not happened. Full details of how to make a complaint are detailed below and are on our Notice Board in reception and on the web site.


Practice Complaints Procedure


If you have any complaints or concerns about the service you have received from the Doctors or staff working in this Practice, please let us know.


We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible – ideally, within a matter of days or at most a few weeks – because this will enable us to establish what happened more easily. If it is not possible to do that, please let us have details of your complaint:-


a) 12 months from the date on which the event which is the subject of the complaint occurred; or


b) 12 months from the date on which the event which is the subject of the complaint comes to the complainant’s notice.
 


Simon Walsh, the Practice Manager or his deputy Rachelle Hall will be pleased to deal with any complaint. He/she will explain the procedure to you and make sure that your concerns are dealt with promptly.


You can make a complaint:


In person—ask to speak to the Practice Manager


In writing—some complaints may be easier to explain in writing—please give as much information as you can, then send your complaint to the practice for the attention of Simon Walsh, the Practice Manager as soon as possible.


What we shall do


Our complaints procedure is designed to make sure that we settle any complaints as quickly as possible. We shall acknowledge your complaint within 3 working days and aim to have looked into your complaint within 10 working days of the date when you raised it with us. We shall then be in a position to offer you an explanation, or a meeting with the people involved. When we look into your complaint, we shall aim to:


Find out what happened and what went wrong


Make it possible for you to discuss the problem with those concerned, if you would like this.


Make sure you receive an apology, where appropriate.


Identify what we can do to make sure the problem doesn’t happen again.


At the end of the investigation your complaint will be discussed with you in detail, either in person or in writing. Complaints will be resolved in the shortest time possible.


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 his or her permission to do so. A note signed by the person concerned will be needed, unless they are incapable (because of illness) of providing this.


What you can do next


We hope that, if you have a problem, you will use our Practice complaints procedure. We believe that this gives us the best chance of putting right whatever has gone wrong and the opportunity to improve our practice.


However this does not affect your right to approach the complaints team at South Lincolnshire Clinical Commissioning Group, if you feel you cannot raise your complaint with us or you are dissatisfied with the way we are dealing with your complaint -email GEMCSU.lincolnshirecomplaints@nhs.net



The Patient Advice and Liaison Service (PALS) is based at NHS Lincolnshire and provide confidential advice and support, helping you to sort out any concerns you may have about the care we provide, guiding you through the different services available from the NHS. Telephone 0845 602 4384 or email info@lincspals.nhs.uk 


Alternatively you may wish to contact the NHS Complaints advocacy service POhWER ON 0300 4562 370 or email pohwer@pohwer.net 


If you remain dissatisfied with the responses to your complaint, you have the right to approach the Ombudsman to review your case. The Ombudsman can be conducted at www.ombudsman.org.uk or you can contact them on 0345 015 4033 (Mon-Fri 8.30am-5.30pm), or write to them at:


The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London, SW1P 4QP.


Help us get it right


We constantly try to improve the service we offer. Please let us know when you think we have done something well or if you have any suggestions as to how we can do something better.


Violent and Abusive Patients


Along with other practices in Lincolnshire we have a zero tolerance policy on violence or abuse (whether verbal, or physical) against any member of our practice team, or towards other patients or contractors on our premises (or in general). We reserve the right to remove violent and abusive patients from our list.


Keeping Appointments


With the demand on appointments we ask that if there is a need for any patient to cancel an appointment that they give us as much notice as possible. We monitor non-attendance to booked appointments and we reserve the right to remove patients from the list if they fail to keep an appointment more than 3 times in a rolling 12 month period. Should you be more than ten minutes late arriving for an appointment, the Practice reserves the right to cancel the appointment, meaning you will need to re-book - possibly for another day.


Clinical Commissioning Group


Gosberton Medical Centre is a member of the South Lincolnshire CCG and has a General Medical Services contract with NHS England to provide the services we have outlined.


The Practice is regulated by the Care Quality Commission. The Practice has not at this time been inspected.


Comments/Suggestions


We are happy to accept and consider comments and suggestions from our patients. Please complete a Complaints/Comment slip and place it in the suggestions box in the entrance lobby 


Arriving Late or Not Arriving for an appointment

Arriving Late for an Appointment
If you arrive late for an appointment it is at the Discretion of the healthcare professional that you are due to see, as to whether or not you will be seen.
The receptionist will contact the GP/Nurse/Healthcare Assistant to see if he/she is prepared to see you.
If it is agreed that you can be seen it may not be until the end of the surgery in progress to avoid delays for other patients already waiting.

UNKEPT APPOINTMENTS
Approximately 85 appointments per month are ‘Did Not Attend’ (DNA), i.e. the patient does not turn up for the appointment and does not contact the surgery in advance to cancel/change appointment. The effect of these are:
• An increase in the waiting time for appointments
• Frustration for both staff and patients
• A waste of resources

Missed Appointments
Due to the number of patients failing to attend for their appointment this may mean that you will not be able to see the clinician of your choice, on the day you wish.
The Practice has developed a policy that includes wrtting to patients who miss more than a certain number of appointments to try and understand any problems they may have had. If a patient continues to miss appointments the practice will view this as a breakdown in the Patient/Practice relationship and could look to have that patient removed from our list - this will always be a last resort.


Carer's Policy

Environmental Policy

Please see the Practice Environmental Policy click here


Privacy Policy

PRACTICE FAIR PROCESSING & PRIVACY NOTICE

 

Your Information, Your Rights

Being transparent and providing accessible information to patients about how we will use your personal information is a key element of the Data Protection Act 2018 and the EU General Data Protection Regulations (GDPR).

The following notice reminds you of your rights in respect of the above legislation and how your GP Practice will use your information for lawful purposes in order to deliver your care and the effective management of the local NHS system.

This notice reflects how we use information for:

  • The management of patient records;
  • Communication concerning your clinical, social and supported care;
  • Ensuring the quality of your care and the best clinical outcomes are achieved through clinical audit and retrospective review;
  • Participation in health and social care research; and
  • The management and clinical planning of services to ensure that appropriate care is in place for our patients today and in the future.

 

Data Controller

As your registered GP practice, we are the data controller for any personal data that we hold about you.

What information do we collect and use?

All personal data must be processed fairly and lawfully, whether is it received directly from you or from a third party in relation to the your care.

We will collect the following types of information from you or about you from a third party (provider organisation) engaged in the delivery of your care:

  • ‘Personal data’ meaning any information relating to an identifiable person who can be directly or indirectly identified from the data.  This includes, but is not limited to name, date of birth, full postcode, address, telephone numbers, email addresses, next of kin and NHS number/HCN number/ CHI number (as appropriate);

And

  • ‘Special category / sensitive data’ such as medical history including details of appointments and contact with you, medication, emergency appointments and admissions, clinical notes, treatments, results of investigations, supportive care arrangements, social care status, race, ethnic origin, genetics and sexual orientation.

 

Your healthcare records contain information about your health and any treatment or care you have received previously (e.g. from an acute hospital, GP surgery, community care provider, mental health care provider, walk-in centre, social services).  These records may be electronic, a paper record or a mixture of both.  We use a combination of technologies and working practices to ensure that we keep your information secure and confidential.

Why do we collect this information?

The NHS Act 2006 and the Health and Social Care Act 2012 invests statutory functions on GP Practices to promote and provide the health service in England, improve quality of services, reduce inequalities, conduct research, review performance of services and deliver education and training.  To do this we will need to process your information in accordance with current data protection legislation to:

  • Protect your vital interests;
  • Pursue our legitimate interests as a provider of medical care, particularly where the individual is a child or a vulnerable adult;
  • Perform tasks in the public’s interest;
  • Deliver preventative medicine, medical diagnosis, medical research; and
  • Manage the health and social care system and services.

How is the information collected?

Your information will be collected either electronically using secure NHS Mail or a secure electronic transferred over an NHS encrypted network connection.  In addition physical information will be sent to your practice.  This information will be retained within your GP’s electronic patient record or within your physical medical records.

Who will we share your information with?

In order to deliver and coordinate your health and social care, we may share information with the following organisations:

  • Local GP Practices in order to deliver extended primary care services
  • NHS Trusts/Hospitals/Health boards/Specialist trusts
  • Ambulance trusts
  • Private Sector Hospitals, Agencies, Providers
  • Dentists, Opticians and Pharmacies (NHS and Independent)
  • 111 and Out of Hours Service
  • Clinical Commissioning Groups
  • Social Services and Community Care services
  • Local Authorities
  • Education services
  • Voluntary Support Organisations
  • Fire and Rescue Services, Police

 

Your information will only be shared if it is appropriate for the provision of your care or required to satisfy our statutory function and legal obligations.

Your information will not be transferred outside of the European Union.

Whilst we might share your information with the above organisations, we may also receive information from them to ensure that your medical records are kept up to date and so that your GP can provide the appropriate care.

In addition we received data from NHS Digital (as directed by the Department of Health) such as the uptake of flu vaccinations and disease prevalence in order to assist us to improve “out of hospital care”

How do we maintain the confidentiality of your records?

We are committed to protecting your privacy and will only use information that has been collected lawfully.  Every member of staff who works for an NHS organisation has a legal obligation to keep information about you confidential.  We maintain our duty of confidentiality by conducting annual training and awareness, ensuring access to personal data is limited to the appropriate staff and information is only shared with organisations and individuals that have a legitimate and legal basis for access.

Information is not held for longer than is necessary.   We will hold your information in accordance with the Records Management Code of Practice for Health and Social Care 2016.

Consent and Objections

Do I need to give my consent?

The GDPR sets a high standard for consent.  Consent means offering people genuine choice and control over how their data is used. When consent is used properly, it helps you build trust and enhance your reputation.  However consent is only one potential lawful basis for processing information.  Therefore your GP practice may not need to seek your explicit consent for every instance of processing and sharing your information, on the condition that the processing is carried out in accordance with this notice.  Your GP Practice will contact you if they are required to share your information for any other purpose which is not mentioned within this notice.  Your consent will be documented within your electronic patient record.

What will happen if I withhold my consent or raise an objection?

You have the right to write to withdraw your consent to any time for any particular instance of processing, provided consent is the legal basis for the processing.  Please contact your GP Practice for further information and to raise your objection.

Health Risk Screening / Risk Stratification

Health Risk Screening or Risk Stratification is a process that helps your GP to determine whether you are at risk of an unplanned admission or deterioration in health.  By using selected information such as age, gender, NHS number/HCN number/ CHI number, diagnosis, existing long term condition(s), medication history, patterns of hospital attendances, admissions and periods of access to community care your GP will be able to judge if you are likely to need more support and care from time to time, or if the right services are in place to support the local population’s needs.

To summarise Risk Stratification is used in the NHS to:

  • Help decide if a patient is at a greater risk of suffering from a particular condition;
  • Prevent an emergency admission;
  • Identify if a patient needs medical help to prevent a health condition from getting worse; and/or
  • Review and amend provision of current health and social care services.

Your GP will use computer based algorithms or calculations to identify their registered patients who are at most risk, with support from the local Commissioning Support Unit and/or a third party accredited Risk Stratification provider.  The risk stratification contracts are arranged in accordance with the current Section 251 Agreement. Neither the CSU nor your local CCG will at any time have access to your personal or confidential data.  They will only act on behalf of your GP to organise the risk stratification service with appropriate contractual technical and security measures in place.

Your GP will routinely conduct the risk stratification process outside of your GP appointment.  This process is conducted electronically and without human intervention.  The resulting report is then reviewed by a multidisciplinary team of staff within the Practice.  This may result in contact being made with you if alterations to the provision of your care are identified.

A Section 251 Agreement is where the Secretary of State for Health and Social Care has granted permission for personal data to be used for the purposes of risk stratification, in acknowledgement that it would overburden the NHS to conduct manual reviews of all patient registers held by individual providers.

As mentioned above, you have the right to object to your information being used in this way.  However you should be aware that your objection may have a negative impact on the timely and proactive provision of your direct care.  Please contact the Practice Manager to discuss how disclosure of your personal data can be limited.

Sharing of Electronic Patient Records within the NHS

Electronic patient records are kept in most places where you receive healthcare.  Our local electronic system (such as SystmOne, EMIS and Eclipse) enables your record to be shared with organisations involved in your direct care, such as:

  • GP practices
  • Community services such as district nurses, rehabilitation services, telehealth and out of hospital services.
  • Child health services that undertake routine treatment or health screening
  • Urgent care organisations, minor injury units or out of hours services
  • Community hospitals
  • Palliative care hospitals
  • Care Homes
  • Mental Health Trusts
  • Hospitals
  • Social Care organisations
  • Pharmacies

In addition, NHS England have implemented the Summary Care Record which contains information including medication you are taking and any bad reactions to medication that you have had in the past.

In most cases, particularly for patients with complex conditions and care arrangements, the shared electronic health record plays a vital role in delivering the best care and a coordinated response, taking into account all aspects of a person’s physical and mental health.  Many patients are understandably not able to provide a full account of their care, or may not be in a position to do so.  The shared record means patients do not have to repeat their medical history at every care setting.

Your record will be automatically setup to be shared with the organisations listed
above, however you have the right to ask your GP to disable this function or restrict access to specific elements of your record.  This will mean that the information recorded by your GP will not be visible at any other care setting.

You can also reinstate your consent at any time by giving your permission to override your previous dissent.

Invoice Validation

If you have received treatment within the NHS, the local Commissioning Support Unit (CSU) may require access to your personal information to determine which Clinical Commissioning Group is responsible for payment for the treatment or procedures you have received.  Information such as your name, address, date of treatment and associated treatment code may be passed onto the CSU to enable them to process the bill.  These details are held in a secure environment and kept confidential.  This information is only used to validate invoices in accordance with the current Section 251 Agreement, and will not be shared for any further commissioning purposes.

Your Right of Access to Your Records

The Data Protection Act and General Data Protection Regulations allows you to find out what information is held about you including information held within your medical records, either in electronic or physical format.  This is known as the “right of subject access”.  If you would like to have access to all or part of your records, you can make a request in writing to the organisation that you believe holds your information.  This can be your GP, or a provider that is or has delivered your treatment and care.  You should however be aware that some details within your health records may be exempt from disclosure, however this will in the interests of your wellbeing or to protect the identity of a third party.  If you would like access to your GP record please submit your request in writing to:

The Practice Manager, Gosberton Medical Centre Lowgate Gosberton Spalding Lincs PE11 4NL.

Change of Personal Details

It is important that you tell the Practice if any of your details such as your name or address, telephone numbers, email address have changed or if any of your details such as date of birth is incorrect in order for this information to be amended. You have a responsibility to inform us of any changes so our records are accurate and up to date for you.

Complaints

In the event that your feel your GP Practice has not complied with the current data protection legislation, either in responding to your request or in our general processing of your personal information, you should raise your concerns in the first instance in writing to the Practice Manager at:

Gosberton Medical Centre Lowgate Gosberton Spalding Lincs PE11 4NL.

If you remain dissatisfied with our response you can contact the Information Commissioner’s Office at Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF – Enquiry Line: 01625 545700 or online at www.ico.gov.uk

For a copy of our Privacy Notice click here

 

 

 

                                                


Accessible Information Standard

Accessible Information Standard

In England, people with sensory impairment and/or learning disability , as well as parents and carers, now have rights to accessible information and communication support when using health and social care services.

The Accessible Information Standard says that all publicly funded adult social care and health providers, including GPs, must identify and meet the information and communication needs of those who use their services.

They also need to keep a record of these needs on your medical record, in a way that is clear and consistent.

Under the Accessible Information Standard individuals can specify if the need:

  • To be contacted in a certain way – e.g. via email instead of the phone
  • To receive information in a different format – i.e. large print
  • Communication support for appointments e.g. a BSL interpreter or communicator-guide
  • If they use additional support to communicate e.g. hearing aids or lip-reading

If you have information or communication needs:

  • At your next contact with the Practice, highlight your needs and ask for them to be recorded in compliance with the Standard.

 


Friends & Family Test Numbers and Comments

Please see the number of replies so far in 2018 and comments made in November 2018

Numbers click here

Comments click here


© Gosberton Medical Centre