In accordance with the Data Protection Act 1998 and Access to Health Records Act, patients may request to see their medical records.

Such requests should be made through the practice manager and may be subject to an administration charge.

No information will be released without the patient consent, unless we are legally obliged to do so.

We want to get better at communicating with our patients.

We want to make sure you can read and understand the information we send you.

If you find it hard to read our letters or if you need someone to support you at appointments, please let us know.

• We want to know if you need information in braille, large print or easy read.
• We want to know if you need a British Sign Language interpreter or advocate.
• We want to know if we can support you to lip-read or use a hearing aid or communication tool.

Please tell the receptionist if you need information in a different format or communication support.

The Accessible Information Standard aims to ensure that patients (or their carers) who have a disability or sensory loss receive information they can access and understand, for example in large print, braille or via email, and professional communication support if they need it, for example from a British Sign Language interpreter.

This applies to patients and their carers who have information and / or communication needs relating to a disability, impairment or sensory loss. It also applies to parents and carers of patients / service users who have such information and / or communication needs, where appropriate.

Individuals most likely to be affected by the Standard include people who are blind or deaf, who have some hearing and / or visual loss, people who are deaf blind and people with a learning disability. However, this list is not exhaustive.

If you feel that this applies to you or someone in your care, please complete the attached form and hand it in at the surgery or collect a form from the surgery if you wish.

Further information

Accessible information poster

Easy read privacy notice

Our surgery is fully accessible for disabled patients.

Your data matters to the NHS

Information about your health and care helps us to improve your individual care, speed up diagnosis, plan your local services and research new treatments. The NHS is committed to keeping patient information safe and always being clear about how it is used.

How your data is used

Information about your individual care such as treatment and diagnoses are collected about you whenever you use health and care services. It is also used to help us and other organisations for research and planning such as research into new treatments, deciding where to put GP clinics and planning for the number of doctors and nurses in your local hospital.  It is only used in this way when there is a clear legal basis to use the information to help improve health and care for you, your family and future generations.

Wherever possible we try to use data that does not identify you, but sometimes it is necessary to use your confidential patient information.

You have a choice

You do not need to do anything if you are happy about how your information is used. If you do not want your confidential patient information to be used for research and planning, you can choose to opt out securely online or through a telephone service. You can change your mind about your choice at any time.

Will choosing this opt-out affect your care and treatment?

No, choosing to opt out will not affect how information is used to support your care and treatment. You will still be invited for screening services, such as screenings for bowel cancer.

What do you need to do?

If you are happy for your confidential patient information to be used for research and planning, you do not need to do anything.

To find out more about the benefits of data sharing, how data is protected, or to make/change your opt-out choice visit www.nhs.uk/your-nhs-data-matters

Failure to attend appointments

Definition

A Did Not Attend (DNA) occurs when a patient misses an appointment without prior notice or cancels too late to reallocate the time.

DNA 1

• The first missed appointment will be noted in the patient’s record.
• The patient will receive a letter or text to inform them and clarify if the notice was sent in error.

DNA 2

• A second missed appointment triggers a follow-up letter.
• The patient will be asked to contact the practice to explain the reason and warned that repeated DNAs may impact their relationship with the practice.

DNA 3

• A third missed appointment prompts a review by the Governance Manager and partners.
• The practice may restrict the patient’s ability to pre-book appointments if repeated DNAs are deemed a policy violation.

Removing a Patient from the Practice List

The decision to remove a patient from the practice list is taken seriously and will involve consultation with management and partners. Patients will only be removed if a partner agrees, and all removals will comply with The NHS General Medical Services Regulations 2015.

Process for Removal

1. Warning: The patient will be notified in writing that their repeated DNAs have placed them at risk of removal.
2. Documentation: The practice will keep a detailed record of the reasons, circumstances, and grounds for removal.
3. Notification: If removal is confirmed, the patient will receive a formal letter explaining the decision and advising them to register with another practice.
4. NHS England: The Practice Manager will inform NHS England and initiate the removal process. The patient will be removed from the registered list on the eighth day following notification to NHS England.

This policy ensures that appointments are used effectively to meet the needs of all patients while providing fair and transparent communication for those who may face removal from the practice list.

We are always looking at ways to improve your experiences at the surgery. If you have any suggestions for improvements or you want to tell us something that we did really well, we would love to hear about them.

Giving feedback

To provide feedback:

• fill out a feedback form
• take part in the family and friend’s test
• leave a review in the NHS website
• phone us on 0121 359 1539
• contact the practice manager in writing by post

Complaints procedure

We make every effort to give the best service possible to everyone who attends our practice.

However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.

To pursue a complaint please contact our practice at nhsbsolicb.bloomsburystreet@nhs.net, alternatively in person at the practice, who will deal with your concerns appropriately. Further written information is available regarding the complaint’s procedure from reception.

While we constantly strive to provide a good, friendly and efficient service, we realise that occasionally things do not go as smoothly as we would like. You have the choice to complain either direct to the surgery or to NHS England.

Contact NHS England

NHS England
PO Box 16738
Redditch
Worcester
B98 9PT

Phone
0300 311 2233

Email
england.contactus@nhs.net

If you are dissatisfied with the outcome

You also have the right to ask the Parliamentary Health Service Ombudsman to carry out an independent investigation of your complaint. If you feel you have suffered because you have received poor service or treatment or were not treated properly or fairly, the Parliamentary Health Service Ombudsman may be able to help.

Their contact details are:

The Parliamentary Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP

Phone
0345 015 4033

Website
www.ombudsman.org.uk

Email
phso.enquiries@ombudsman.org.uk

Information about the general practitioners and the practice required for disclosure under this act can be made available to the public.

Any requests for such information should be made by contacting the practice manager.

The practice complies with data protection and access to medical records legislation. Identifiable information about you will be shared with others in the following circumstances:

• To provide further medical treatment for you e.g. from district nurses and hospital services.
• To help you get other services e.g. from the social work department. This requires your consent.
• When we have a duty to others e.g. in child protection cases anonymised patient information will also be used at local and national level to help the Health Board and Government plan services e.g. for diabetic care.

If you do not wish anonymous information about you to be used in such a way, please let us know.

Reception and administration staff require access to your medical records in order to do their jobs. These members of staff are bound by the same rules of confidentiality as the medical staff.

Birmingham and Solihull Shared Care Record

Bloomsbury Surgery works with other health and social care organisations to share information that will form part of your Shared Care Record. The Shared Care Record allows health and care professionals involved in your care to view your records to help them understand your needs and make the best decisions with you, and for you. Information we hold about you will be available, to read only, to other health and care professionals in Birmingham and Solihull, Coventry and Warwickshire, and Herefordshire and Worcestershire when they are involved in your health or social care.

For more information on how your data is used on the Shared Care Record and how to exercise your rights please see the full privacy notice copy and paste this link: www.livehealthylivehappy.org.uk/birmingham-and-solihull-shared-care-record/privacy-notice.

Our Health Partnership privacy notice

This privacy notice explains why the GP practice collects information about you, and how that information may be used.

As data controllers, GPs have responsibilities which are regulated by law under the General Data Protection Regulations. This means ensuring that your personal confidential data (PCD) is handled in ways that are safe, transparent and what you would reasonably expect.

Your personal data – what is it?

Personal data relates to a living individual who can be identified from that data. Identification can be by the information alone or in conjunction with any other information in the data controller’s possession or likely to come into such possession. The processing of personal data is governed by General Data Protection Regulation (‘GDPR’).

Who are we?

OHP Bloomsbury Medical Centre is the data controller. This means it decides how your personal data is processed and for what purposes.

The Health and Social Care Act 2012 changed the way that personal confidential data is processed. Therefore, it is important that patients are made aware of, and understand these changes and that you have an opportunity to object if you so wish and that you know how to do so.

How do we process your personal data?

Health care professionals maintain records about your health and any treatment or care you have received within the NHS (e.g. NHS Hospital Trust, GP Surgery, Walk-in clinic, etc.). These records help to provide the best possible healthcare.

NHS health records may be processed electronically, on paper or a mixture of both, and a combination of working practices and technology are used to ensure that your information is kept confidential and secure. Records held by this GP Practice may include the following information:

• Details about you, such as address, phone numbers, DOB and next of kin
• Any contact the surgery has had with you, such as appointments, clinic visits, emergency appointments, etc.
• Notes and reports about your health
• Details about your treatment and care
• Results of investigations, such as laboratory tests, x-rays, etc.
• Relevant information from other health professionals, relatives or those who care for you

What is the legal basis for processing your personal data?

This GP practice collects and holds data for the sole purpose of providing healthcare services to our patients and we will ensure that information is kept confidential. We can disclose personal information if:

• It is required by law
• You consent – either implicitly for the sake of your own care or explicitly for other purposes
• It is justified in the public interest

Some of this information will be held centrally and used for statistical purposes. Where we hold data centrally, we take strict measures to ensure that individual patients cannot be identified.

Sharing your personal data

Sometimes information about you may be requested to be used for research purposes. The Practice will always endeavour to gain your consent before releasing the information.

Under the powers of the Health and Social Care Act 2012 (HSCA) the Health and Social Care Information Centre (HSCIC) can request Personal Confidential Data (PCD) from GP Practices without seeking the patient’s consent. Improvements in information technology are also making it possible for us to share data with other healthcare providers with the objective of providing you with better care.

Any patient can choose to exercise their right of objection specified under the GDPR regarding their PCD being used in this way. When the Practice is about to participate in any new data-sharing scheme we will make patients aware by displaying prominent notices in the surgery and on our website at least four weeks before the scheme is due to start. We will also explain clearly what you have to do to ‘opt-in’ of each new scheme.

Though a patient can object to their personal information being shared with other health care providers but if this limits the treatment that you can receive then the doctor will explain this to you at the time.

Risk stratification

Risk stratification is a process for identifying and managing patients who are at a higher risk of emergency hospital admission. Typically, this is because patients have a long-term condition such as COPD or cancer. NHS England encourages GPs to use risk stratification tools as part of their local strategies for supporting patients with long-term conditions and to help prevent avoidable admissions.

Information about you is collected from several sources including NHS Trusts and from this GP Practice. A risk score is then arrived at through an analysis of your anonymous information using computer programmes. Your information is only provided back to your GP or member of your care team in an identifiable form. Risk stratification enables your GP to focus on the prevention of ill health and not just the treatment of sickness. If necessary, your GP may be able to offer you additional services.

If you do not wish to be included in the risk stratification process, then please get in touch with the Practice. Please note the purpose of risk stratification is to prevent and detect health issues therefore we will ask our Patients for their consent to be included in this.

Invoice validation

If you have received treatment within the NHS, access to your personal information may be required to determine which Clinical Commissioning Group should pay for the treatment or procedure you have received.

This information would most likely include information such as your name, address, date of treatment and may be passed on to enable the billing process. These details are held in a secure environment and kept confidential. This information will only be used to validate invoices and will not be shared for any further purposes.

NHS health checks

All of our patients aged 40-74 not previously diagnosed with cardiovascular disease are eligible to be invited for an NHS health check. Nobody outside the healthcare team in the practice will see confidential information about you during the invitation process and only contact details would be securely transferred to a data processor (if that method was employed). You may be ‘given the chance to attend your health check either within the practice or at a community venue. If your health check is at a community venue all data collected will be securely transferred back into the practice system and nobody outside the healthcare team in the practice will see confidential information about you during this process.

How do we maintain the confidentiality of your records?

We are committed to protecting your privacy and will only use information collected lawfully in accordance with the GDPR (which is overseen by the Information Commissioner’s Office), Human Rights Act, the Common Law Duty of Confidentiality, and the NHS Codes of Confidentiality and Security.

All of our staff, contractors and committee members receive appropriate and on-going training to ensure they are aware of their personal responsibilities and have contractual obligations to uphold confidentiality, enforceable through disciplinary procedures. Only a limited number of authorised staff has access to personal information where it is appropriate to their role and is strictly on a need-to-know basis.

We maintain our duty of confidentiality to you always. We will only ever use or pass on information about you if others involved in your care have a genuine need for it. We will not disclose your information to any third party without your permission unless there are exceptional circumstances (i.e. life or death situations), or where the law requires information to be passed on.

Who are our partner organisations?

We may also have to share your information, subject to strict agreements on how it will be used. The following are examples of the types of organisations that we are likely to share information with:

• NHS and specialist hospitals, Trusts
• Independent contractors such as dentists, opticians, pharmacists
• Private and voluntary sector providers
• Ambulance trusts
• Clinical Commissioning Groups and NHS England
• Social care services and local authorities
• Education aervices
• Police, fire and fescue services
• Other ‘data processors’ during specific project work e.g. Diabetes UK

Your rights and your personal data

Unless subject to an exemption under the GDPR, you have the following rights with respect to your personal data: –

• The right to request a copy of your personal data which this practice holds about you;
• The right to request that this practice corrects any personal data if it is found to be inaccurate or out of date;
• The right to request your personal data is erased where it is no longer necessary for the practice to retain such data. Although please note for Patients at this practice, your records will be retained until death
• The right to withdraw consent to the processing at any time;
• The right to data portability;
• The right, where there is a dispute in relation to the accuracy or processing of your personal data, to request a restriction is placed o further processing;
• The right to lodge a complaint with the Information Commissioners Office.

Contact details

Should you have any concerns about how your information is managed or wish to object to any of the data collection at the practice, please contact the practice manager or your healthcare professional to discuss how the disclosure of your personal information can be restricted. All patients have the right to change their minds and reverse a previous decision. Please contact the practice if you change your mind regarding any previous choice.

If you would like to make a ‘data subject access request’ please contact the practice in writing. We will endeavour to respond to your request within one calendar month or two months if the request is complex.

Any changes to this notice will be published on our website and on the practice notice board.

Suspected breaches in data protection can be reported to the independent OHP Data Protection Officer Rowsonara Uddin on 0121 422 1366. Breaches in data protection will result in an incident investigation. Serious breaches will be reported to the ICO.

It is the responsibility of all employees of the practice to report suspected breaches of information security to the Practice lead and Data Protection Officer without delay.

The Practice is registered as a data controller with the ICO. The registration number is and can be viewed online Z9191862 in the public register at: ico.org.uk

You can contact the ICO on 0303 123 1113 or via email ico.org.uk/email or at the ICO, Wycliffe House, Water Lane, Wilmslow, Cheshire. SK9 5AF.

Your named accountable GP, who will be responsible for your overall care is Dr S Hameed, as this is a single-handed doctor practice. Please do not call the practice for this information, our phone lines are very busy and primarily are for patients with urgent needs.

If you are 75 and over you will have already been allocated a GP and are entitled to an Over 75 health check.

Some services provided are not covered under our contract with the NHS and therefore attract charges. Examples include the following:

• Medicals for pre-employment, sports and driving requirements (HGV, PSV etc.)
• Insurance claim forms
• Passport signing
• Prescriptions for taking medication abroad
• Private sick notes
• Vaccination certificates

The fees charged are based on the British Medical Association (BMA) suggested scales and our reception staff will be happy to advise you about them along with appointment availability.

There is a new Central NHS Computer System called the Summary Care Record (SCR). It is an electronic record which contains information about the medicines you take, allergies you suffer from and any bad reactions to medicines you have had.

Why do I need a Summary Care Record?

Storing information in one place makes it easier for healthcare staff to treat you in an emergency, or when your GP practice is closed.

This information could make a difference to how a doctor decides to care for you, for example which medicines they choose to prescribe for you.

Who can see it?

Only healthcare staff involved in your care can see your Summary Care Record.

How do I know if I have one?

Over half of the population of England now have a Summary Care Record. You can find out if Summary Care Records have come to your area by asking your GP.

Do I have to have one?

No, it is not compulsory. You can choose to opt of out of the scheme by completing the Summary Care Opt Out form and bringing this along to the practice.

For further information visit the NHS Care records website.

These are the local standards set within this practice for the benefit of our patients. It is our job to give you treatment and advice.

Following discussion with you, you will receive the most appropriate care, given by suitably qualified people. No care or treatment will be given without your informed consent. In the interest of your health it is important for you to understand all the information given to you. Please ask us questions if you are unsure of anything.

Our responsibility to you

We are committed to giving you the best possible service.

Names

People involved in your care will give you their names and ensure that you know how to contact them.

Waiting time

We run an appointment system in this practice. You will be given a time at which the doctor or nurse hopes to be able to see you.

You should not wait more than 30 minutes in the waiting room without receiving an explanation for the delay.

Access

You will have access to a doctor rapidly in cases of emergency.

Please indicate to the receptionist if you consider your problem to be urgent.

Telephone

We will try to answer the phone promptly and to ensure that there are sufficient staff available to do this. You should be able to speak to a doctor by telephone.

Test results

If you have undergone tests or x-rays ordered by the practice, we will inform you of the results at your next appointment. If no further appointment needs to be arranged, we will advise you when and how to obtain the results.

Respect

Patients will be treated as individuals and partners in their healthcare, irrespective of their ethnic origin or religious and cultural beliefs.

Information

We will give you full information about the services we offer. Every effort will be made to ensure that you receive the information which directly affects your health and the care being offered.

Health promotion

The practice will offer patients advice and information on:

• Steps they can take to promote good health and avoid illness.
• Self-help which can be undertaken without reference to a doctor in the case of minor ailments

Your responsibility to us

Help us to help you.

Please let us know if you change your name, address or telephone number.

Please do everything you can to keep appointments. Tell us as soon as possible if you cannot, otherwise other patients may have to wait longer.

We need help too. Please ask for home visits by the doctor only when the person is too ill to visit the surgery.

Please keep your phone call brief and avoid calling during the peak morning time for non-urgent matters.

Test results take time to reach us, so please do not ring before you have been asked to do so. Enquiries about tests ordered by the hospital should be directed to the hospital, not the practice.

Remember, you are responsible for your own health and the health of your children.

We will give you our professional help and advice. Please act upon it.

Also the CQC requires specific information about how patients can complain.

Suggestions and complaints

Suggestions

We are always looking at ways to improve your experiences at the surgery. If you have any suggestions for improvements or you want to tell us something that we did really well, we would love to hear about them. You can do this either by talking to Ms Marta Kaszynska, practice manager, writing to the surgery or emailing Ms Marta Kaszynska, practice manager at m.kaszynska@nhs.net.

Complaints

While we constantly strive to provide a good, friendly and efficient service, we realise that occasionally things do not go as smoothly as we would like. If you think that this has happened to you, please contact Ms Marta Kaszynska, practice manager so we can help sort out the problem. You have the choice to complain either direct to the surgery or to NHS England ;

Post
NHS England
PO Box 16738
Redditch
Worcester
B98 9PT

Phone
0300 311 2233

Email
england.contactus@nhs.net

If you are dissatisfied with the outcome you also have the right to ask the Parliamentary Health Service Ombudsman to carry out an independent investigation of your complaint. If you feel you have suffered because you have received poor service or treatment or were not treated properly or fairly, the Parliamentary Health Service Ombudsman may be able to help. Their contact details are:

Post
The Parliamentary Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP

Phone
0345 015 4033

Website
www.ombudsman.org.uk

Email
phso.enquiries@ombudsman.org.uk

And finally the local dentist is Nechells dental clinic phone number 01213591070

Hospitals

Heartlands Hospital 0121-424-2000

Queen Elizabeth Hospital 0121-371-2000

City Hospital 0121-554-3801

Single point of access phone number to contact social services, district nurse, etc; phone 0300-555-1919

The NHS operate a zero-tolerance policy with regard to violence and abuse 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.