Practice Policies & Patient Information

Access to Medical Records

Abbots Bromley Surgery is registered and complies with the Data Protection Act 1998 (DPA18), which became law on 25th May 2018 and also the General Protection Regulations (GDPR).

The GDPR is a single EU-wide regulation on the protection of confidential and sensitive information and the DPA198 implements the regulations into comprehensive UK legislation.

For more information on this please see our latest Privacy Notice which you will find In STATUTORY INFORMATION – PRIVACY NOTICE.

Any medical record copies request will be dealt with in accordance with the above mentioned Act.

Any patient can request to view their Medical Record, for which we have a Subject Access Request Form (SAR), this form will need completing in full stating which certain information you wish to have access to, reasons why and a section for your signature.

We complete the request within 28 days of receiving the SAR form, however if there is going to be a delay of any complications or issues then you will receive a phone call from Dr Judith Bull to explain the reasons why.

To request access to your records, or to obtain a SAR form please contact Kerry Plant via telephone call on 01283 840228.

Alternatively, we can offer you limited access to your Medical Records via Patient Access. This is an APP which you can download and also use for ordering Repeat Medication, to request basic access for Patient Access please call Reception and ask for an Account Linkage Key to be emailed to yourself.

Chaperone Policy

Children’s Privacy Policy

Complaints Policy

We like to know when things go well but we also need to know when things could be improved upon.

If you have any problems concerning your care, or experience, the local service where you received your care would be the first place to raise your concerns.

We hope that your problems can be sorted out easily and quickly often at the time they arise. If your problem cannot be sorted out this way and you wish to make a complaint we would like you to let us know as soon as possible, ideally on the day. In any event please let us have the details of your complaint within 12 months of the incident.

Complaints should be addressed to Nurse Jo Grace, alternatively you may ask for an appointment with Jo Grace to discuss your concerns. If Jo Grace is not appropriate or available then Dr Bull can be contacted.

What we will Do:

We will acknowledge your complaint within 3 working days of receiving it and will aim to have looked in to your complaint and responded fully to you within 21 working days. If this is not possible in the timeframe(eg if the problem is complex or we need time to gather further information) we will keep you informed.

When we look into your complaint we will:

Find our what happened and what went wrong.
Enable you to discuss the problem with those concerned if you would like this.
Make sure you receive an apology as appropriate.
Identify what we can do to put things right and prevent this happening to anyone in the future.

The outcome will be put in writing to yourself.

Please know that by raising any complaints or concerns with us your future care will not be affected in anyway.

If your do not wish to contact the surgery you can complain directly to NHS England via:

Email: [email protected]

Tel: 0300 311 22 33 or British Sign Language Service

NHS Choices “Feedback and Complaints”

www.healthwatch.co.uk

The Parliamentary and Health Service Ombudsman website [Not Working] contains detailed information on raising a complaint about any aspect of the NHS in England. There is also a leaflet [Not Working] explaining the procedure of bringing a complaint to the ombudsman.

COPI Notice

Covid Privacy Notice

Data Protection Policy

East Staffordshire Primary Care Network

GP Earnings

Year ended 31 March 2023

Assumptions

1. In the absence of practice nurse costs (Mrs L Howlett being a partner), a salary cost of £88,124 has been included. This is based on salary, plus employer NI
and superannuation.

2. In the absence of being able to identify the level of expenditure to attribute and deduct from income sources, the typical apportionment of 60% fixed : 40% variable for costs has been applied.

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 Abbots Bromley Surgery in the last financial year was £68,772 before tax and National Insurance. This is for 2 full time and 1 part time GPs who worked in the practice for more than six months.

Patient Privacy Notice

Zero Tolerance

The Practice takes it very seriously if a member of staff or one of the doctors or nursing team is treated in an abusive 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 staff and patients has to be in place. All our staff aim to be polite, helpful, and sensitive to all patients’ individual needs and circumstances. They would respectfully remind patients that very often staff could be confronted with a multitude of varying and sometimes difficult tasks and situations, all at the same time.

However, aggressive behaviour, be it violent or abusive, will not be tolerated 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:

Using bad language or swearing at practice staff
Any physical violence towards any member of the Primary Health Care Team or other patients, such as pushing or shoving
Verbal abuse towards the staff in any form including verbally insulting the staff
Racial abuse and sexual harassment will not be tolerated within this practice
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
Causing damage/stealing from the Practice’s premises, staff or patients
Obtaining drugs and/or medical services fraudulently

We ask you to treat your GPs and their staff courteously at all times.

Removal from the practice list

A good patient-doctor 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.

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 doctors or their staff at risk.