Practice Policies & Patient Information

Care Quality Commission

The Care Quality Commission (CQC) makes sure hospitals, care homes, dental and GP surgeries, and all other care services in England provide people with safe, effective, compassionate and high-quality care, and encourages them to make improvements where possible.

They do this by inspecting services and publishing the results on their website.

You can use the results to help you make better decisions about the care you, or someone you care for receives.

Our CQC Inspection

Our practice is inspected by the Care Quality Commission (CQC) to ensure we are meeting essential standards of quality and safety.

This widget provides a summary of the results of the latest checks carried out by the CQC.

Chaperones

We are committed to providing a safe and comfortable environment, where patients and staff can be confident that best practice is being followed at all times. All patients are entitled to have a chaperone present for any consultation, examination, or procedure where they feel one is required. A chaperone can be requested both by the patient or the GP.

The chaperone may be a family member or friend. On occasions you may prefer a formal chaperone present, such as a member of staff. If you would like a chaperone for an examination, please let the doctor or nurse know, so that arrangements can be made and your appointment is not delayed in any way.

Where this is not possible, we will endeavour to provide a formal chaperone at the time of request. However, occasionally it may be necessary to reschedule your appointment.

Your healthcare professional may also require a chaperone to be present for certain consultations in accordance with our chaperone policy. If you would like to see a copy of our chaperone policy or have any questions or comments regarding this, please contact the practice manager.

Complaints

Introduction

This procedure sets out the Practice’s approach to the handling of complaints and is intended as an internal guide which should be made readily available to all staff.

From 1st April 2009 a common approach to the handling of complaints was introduced across health and adult social care. This procedure complies with this.

Policy

The Practice will take reasonable steps to ensure that patients are aware of:

The complaints procedure
The role of the NHSE and other bodies in relation to complaints about services under the contract. This includes the ability of the patient to complain directly to NHSE as an alternative to a complaint to the practice, and to escalate to the Ombudsman where dissatisfied with the outcome. Escalations may be directed to the Ombudsman.
Their right to assistance with any complaint from independent advocacy services

The principal method of achieving this is the Complaints Patient Information Leaflet and the Practice Leaflet and website incorporation.

The complaints will be dealt with in the first instance by a Practice Manager if received by the practice, though the patient has the right to complain directly to NHSE if they prefer.

The lead GP Partner for complaints handling is Dr Htay Win who acts on behalf of Wilmslow Road Medical Centre and will be responsible for handling any multi agency complaints in line with the practice policy.

Procedure

Receiving of complaints

The Practice may receive a complaint made by, or (with his/her consent) on behalf of a patient. who is receiving or has received treatment at the Practice, or:

(a) where the patient is a child:

By either parent, or in the absence of both parents, the guardian or other adult who has care of the child
By a person duly authorised by a local authority to whose care the child has been committed under the provisions of the Children Act 1989;
By a person duly authorised by a voluntary organisation by which the child is being accommodated

(b) where the patient is incapable of making a complaint, by a relative or other adult who has an interest in his/her welfare.

All formal complaints (whether written or verbal) must be acknowledged within 3 working days, unless the issue is resolved within 24 hours of receipt. Where an issue is resolved within 24 hours it does not need to be logged as a formal complaint and the formal complaints process does not need to be followed.

Period Within Which Complaints Can Be Made

The period for making a complaint is normally:

(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.

Complaints should normally be resolved within 6 months. The practice standard will be 10 days for a response (10 days is the suggested response period, but Practices are free to set their own timescale).

The Departmental Managers or lead GP have the discretion to extend the time limits if the complainant has good reason for not making the complaint sooner, or where it is still possible to properly investigate the complaint despite extended delay.

When considering an extension to the time limit it is important that the Departmental Managers or the GP take into consideration that the passage of time may prevent an accurate recollection of events by the clinician concerned or by the person bringing the complaint. The collection of evidence, Clinical Guidelines or other resources relating to the time when the complaint event arose may also be difficult to establish or obtain. These factors may be considered as suitable reason for declining a time limit extension.

Action upon receipt of a complaint

Complaints may be received either verbally or in writing and must be forwarded to the Departmental Managers (or the lead GP if the Departmental Managers are unavailable), who must:

Acknowledge within the period of 3 working days beginning with the day on which the complaint was made. Include an offer to discuss the matter in person.
Advise the patient of potential timescales and the next steps.
Ensure the complaint is properly investigated. Where the complaint involves more than one organisation the Departmental Managers will liaise with his / her counterpart to agree responsibilities and ensure that one coordinated response is sent;
Where the complaint has been sent to the incorrect organisation, advise the patient within 3 working days and ask them if they want it to be forwarded on. If it is sent on, advise the patient of the full contact details;
Provide a written response to the patient as soon as reasonably practicable ensuring that the patient is kept up to date with progress as appropriate. Where a response is not possible within 10 working days provide an update report to the patient with an estimate of the timescale. The final reply will include a full report and a statement advising them of their right to take the matter to the Ombudsman if required.

Unreasonable Complaints

Where a complainant becomes aggressive or, despite effective complaint handling, unreasonable in their promotion of the complaint, some or all of the following formal provisions will apply and will be communicated to the patient:

The complaint will be managed by one named individual at senior level who will be the only contact for the patient
Contact will be limited to one method only (e.g. in writing)
Place a time limit on each contact
The number of contacts in a time period will be restricted
A witness will be present for all contacts
Repeated complaints about the same issue will be refused
Only acknowledge correspondence regarding a closed matter, not respond to it
Set behaviour standards
Return irrelevant documentation
Keep detailed records

Final Response

This will include:

A clear statement of the issues, investigations and the findings, giving clear evidence-based reasons for decisions if appropriate
Where errors have occurred, explain these fully and state what will be done to put these right, or prevent repetition
A focus on fair and proportionate the outcomes for the patient, including any remedial action or compensation
A clear statement that the response is the final one, or that further action or reports will be send later
An apology or explanation as appropriate
A statement of the right to escalate the complaint, together with the relevant contact detail, patients also have the right to approach the parliamentary and health service ombudsman in the event the practice has not responded within six months of their complaint being lodged.

Annual Review of Complaints

The practice will establish an annual complaints report, incorporating a review of complaints received, along with any learning issues or changes to procedures which have arisen. This report is to be made available to any person who requests it, and may form part of the Freedom of Information Act Publication Scheme.

This will include:

Statistics on the number of complaints received
Justified / unjustified analysis
Known referrals to the Ombudsman
Subject matter / categorisation / clinical care
Learning points
Methods of complaints management
Any changes to procedure, policies or care which have resulted

Confidentiality

All complaints must be treated in the strictest confidence.

Where the investigation of the complaint requires consideration of the patient’s medical records, the Departmental Managers must inform the patient or person acting on his/her behalf if the investigation will involve disclosure of information contained in those records to a person other than the Practice or an employee of the Practice.

The practice must keep a record of all complaints and copies of all correspondence relating to complaints, but such records must be kept separate from patients’ medical records.

Confidentiality and medical records

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
To help you get other services
When we have a duty to others

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.

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

Access to records

In accordance with the Data Protection Act 1998 and Access to Health Records Act, patients may request to see their medical records. You can request to see your medical records by contacting the practice manager. You may also be subject to an administration charge.

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

Data choices

How your data is used

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.

Information about your individual care such as treatment and diagnoses is 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?

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 your opt-out choice, please visit the NHS data overview page.

Disability Access

If you have any special needs please, let our staff know so that we can help and ensure you get the same support in the future.

Wheelchair Access

Our surgery has been specially designed to make it easier for disabled patients to visit. There are no steps at the entrance of the building, giving patients easy access. Due to fire regulations, we do have heavy fire doors. However, if you have trouble opening these, please ask reception for assistance as they are always happy to help.

There are several dedicated disabled car parking spaces available immediately outside the front entrance of the surgery. We have a wheelchair for patient’s use, at their own risk, should you require one whilst visiting our premises.

We have two disabled toilets, one on each floor.

Disabled Parking – Blue Badge Scheme

The blue badge scheme is for people with severe mobility problems. It allows blue badge holders to park close to where they need to go.

Loop System

We have a loop induction system at the reception desk to assist the hearing impaired. For more information on the loop hearing system, visit Hearing Link website.

Blind and Partially Sighted

If you or family members are blind or partially sighted, we can give you a CD or large print of our practice leaflet upon request. Please ask reception for further information.

For more advice and support for blind people, please see the following websites:

Guide Dogs

Guide dogs are welcome at the surgery, but we ask that you be aware of other patients and staff who may have an allergy or fear of dogs. For further information:

Guide Dogs

Other Disability Websites

Family Registration Policy

Infection Control Statement

We aim to keep our surgery clean and tidy, and offer a safe environment to our patients and staff. We are proud of our modern and purpose built practice, and endeavour to keep it clean and well maintained at all times.

If you have any concerns about cleanliness or infection control, please report these to our reception staff. Our GPs and nursing staff follow our infection control policy to ensure the care we deliver and the equipment we use is safe.

We take additional measures to ensure we maintain the highest standards:

Encourage staff and patients to raise any issues or report any incidents relating to cleanliness and infection control.  We can discuss these and identify improvements we can make to avoid any future problems.
Carry out an annual infection control audit to make sure our infection control procedures are working.
Provide annual staff updates and training on cleanliness and infection control.
Review our policies and procedures to make sure they are adequate and meet national guidance.
Maintain the premises and equipment to a high standard within the available financial resources and ensure that all reasonable steps are taken to reduce or remove all infection risk.
Use washable or disposable materials for items such as couch rolls, modesty curtains, floor coverings, towels etc., and ensure that these are laundered, cleaned or changed frequently to minimise risk of infection.
Make alcohol hand rub gel available throughout the building.

Named GP

Policy statement

NHS Digital collects information with the purpose of improving health and care for everyone.

The information collected is used to:

Run the health service
Manage epidemics
Plan for the future
Research health conditions, diseases and treatments

Principles

NHS Digital is a data controller and has a legal duty, in line with the General Data Protection Regulation (GDPR), to explain why it is using patient data and what data is being used. Similarly, Wilmslow Road Medical Centre has a duty to advise patients of the purpose of personal data and the methods by which patient personal data will be processed.

Status

The practice aims to design and implement policies and procedures that meet the diverse needs of our service and workforce, ensuring that none are placed at a disadvantage over others, in accordance with the Equality Act 2010. Consideration has been given to the impact this policy might have in regard to the individual protected characteristics of those to whom it applies.

This document and any procedures contained within it are contractual and therefore form part of your contract of employment. Employees will be consulted on any modifications or change to the document’s status.

Training and support

The practice will provide guidance and support to help those to whom it applies understand their rights and responsibilities under this policy. Additional support will be provided to managers and supervisors to enable them to deal more effectively with matters arising from this policy.

Who it applies to

This document applies to all employees, partners and directors of the practice. Other individuals performing functions in relation to the practice, such as agency workers, locums and contractors, are encouraged to use it.

Why and how it applies to them

Everyone should be aware of the practice privacy notice and be able to advise patients, their relatives and carers what information is collected, how that information may be used and with whom the practice will share that information.

The first principle of data protection is that personal data must be processed fairly and lawfully. Being transparent and providing accessible information to patients about how their personal data is used is a key element of the General Data Protection Regulation.

Definitions of terms

Privacy notice

A statement that discloses some or all of the ways in which the practice gathers, uses, discloses and manages a patient’s data. It fulfills a legal requirement to protect a patient’s privacy.

Data protection act 2018 (DPA18)

The Data Protection Act (DPA18) will ensure continuity by putting in place the same data protection regime in UK law pre- and post-Brexit.

Information commissioner’s office (ICO)

The UK’s independent authority set up to uphold information rights in the public interest, promoting openness by public bodies and data privacy for individuals.

General data protection regulation (GDPR)

The GDPR replaces the Data Protection Directive 95/46/EC and was designed to harmonise data privacy laws across Europe, to protect and empower all EU citizens’ data privacy and to reshape the way in which organisations across the region approach data privacy. The GPDR comes into effect on 25 May 2018.

Data controller

The entity that determines the purposes, conditions and means of the processing of personal data.

Data subject

A natural person whose personal data is processed by a controller or processor.

GDPR

In accordance with the GDPR, this practice will ensure that information provided to subjects about how their data is processed will be:

Concise, transparent, intelligible and easily accessible;
Written in clear and plain language, particularly if addressed to a child; and
Free of charge

Article 5 compliance

In accordance with Article 5 of the GDPR, this practice will ensure that any personal data is:

Processed lawfully, fairly and in a transparent manner in relation to the data subject
Collected for specified, explicit and legitimate purposes and not further processed in a manner that is incompatible with those purposes
Adequate, relevant and limited to what is necessary in relation to the purposes for which it is processed
Accurate and, where necessary, kept up to date; every reasonable step must be taken to ensure that personal data that is inaccurate, having regard to the purposes for which it is processed, is erased or rectified without delay
Kept in a form that permits identification of data subjects for no longer than is necessary for the purposes for which the personal data is processed
Processed in a manner that ensures appropriate security of the personal data, including protection against unauthorised or unlawful processing and against accidental loss, destruction or damage, using appropriate technical or organisational measures

Communicating privacy information

At Wilmslow Road Medical Centre the practice privacy notice is displayed on our website, through signage in the waiting room, and in writing during patient registration. We will:

Inform patients how their data will be used and for what purpose
Allow patients to opt out of sharing their data, should they so wish

What data will be collected?

At Wilmslow Road Medical Centre, the following data will be collected:

Patient details (name, date of birth, NHS number)
Address and NOK information
Medical notes (paper and electronic)
Details of treatment and care, including medications
Results of tests (pathology, X-ray, etc.)
Any other pertinent information

National data opt-out programme

The national data opt-out programme will afford patients the opportunity to make an informed choice about whether they wish their confidential patient information to be used just for their individual care and treatment or also used for research and planning purposes. This programme will be live with effect from 25 May 2018.

Patients who wish to opt out of data collection will be able to set their national data opt-out choice online. An alternative provision will be made for those patients who are unable to do so or who do not want to use the online system.

Individuals who have opted out using the existing Type 2 opt-out will be automatically transferred to the new national data opt-out system and will be notified on an individual basis of the change.

Should any queries arise regarding the national data opt-out programme, Rubina Hussain will email the query to the national data opt-out enquiries mailbox: [email protected]

To ensure that Wilmslow Road Medical Centre is ready for the introduction of the national data opt-out programme, they will use the Readiness Checklist.

Privacy notice checklists

The ICO has provided a privacy notice checklist which can be used to support the writing of the practice privacy notice.

Privacy notice template

A privacy notice template can be found at Annex A.

Summary

It is the responsibility of all staff at Wilmslow Road Medical Centre to ensure that patients understand what information is held about them and how this information may be used. Furthermore, the practice must adhere to the DPA18 and the GDPR, to ensure compliance with extant legal rules and legislative acts.

Annex A – practice privacy notice

Wilmslow Road Medical Centre has a legal duty to explain how we use any personal information we collect about you, as a registered patient, at the practice. Staff at this practice maintain records about your health and the treatment you receive in electronic and paper format.

What information do we collect about you?

We will collect information such as personal details, including name, address, next of kin, records of appointments, visits, telephone calls, your health records, treatment and medications, test results, X-rays, etc. and any other relevant information to enable us to deliver effective medical care.

How we will use your information

Your data is collected for the purpose of providing direct patient care; however, we can disclose this information if it is required by law, if you give consent or if it is justified in the public interest.

The practice may be requested to support research; however, we will always gain your consent before sharing your information with medical research databases such as the Clinical Practice Research Datalink and QResearch or others when the law allows. In order to comply with its legal obligations, this practice may send data to NHS Digital when directed by the Secretary of State for Health under the Health and Social Care Act 2012.

Additionally, this practice contributes to national clinical audits and will send the data that is required by NHS Digital when the law allows. This may include demographic data, such as date of birth, and information about your health which is recorded in coded form; for example, the clinical code for diabetes or high blood pressure.

Processing your information in this way and obtaining your consent ensures that we comply with Articles 6(1)(c), 6(1)(e) and 9(2)(h) of the GDPR.

Maintaining confidentiality and accessing your records

We are committed to maintaining confidentiality and protecting the information we hold about you. We adhere to the General Data Protection Regulation (GDPR), the NHS Codes of Confidentiality and Security, as well as guidance issued by the Information Commissioner’s Office (ICO).

You have a right to access the information we hold about you, and if you would like to access this information, you will need to complete a Subject Access Request (SAR). Please ask at reception for a SAR form and you will be given further information. Furthermore, should you identify any inaccuracies, you have a right to have the inaccurate data corrected.

Risk stratification

Risk stratification is a mechanism used to identify and subsequently manage those patients deemed as being at high risk of requiring urgent or emergency care. Usually this includes patients with long-term conditions, e.g. cancer.

Your information is collected by a number of sources, including Wilmslow Road Medical Centre; this information is processed electronically and given a risk score which is relayed to your GP who can then decide on any necessary actions to ensure that you receive the most appropriate care.

Invoice validation

Your information may be shared if you have received treatment to determine which Clinical Commissioning Group (CCG) is responsible for paying for your treatment. This information may include your name, address and treatment date. All of this information is held securely and confidentially; it will not be used for any other purpose or shared with any third parties.

Opt-outs

You have a right to object to your information being shared. Should you wish to opt out of data collection, please contact a member of staff who will be able to explain how you can opt out and prevent the sharing of your information; this is done by registering to opt out online (national data opt-out programme) or if you are unable to do so or do not wish to do so online, by speaking to a member of staff.

Retention periods

In accordance with the NHS Codes of Practice for Records Management, your healthcare records will be retained for 10 years after death, or if a patient emigrates, for 10 years after the date of emigration.

What to do if you have any questions

Should you have any questions about our privacy policy or the information we hold about you, 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
Write to the data controller at 156 Wilmslow Road, Rusholme, Manchester, M14 5LQ.
Ask to speak to the practice manager Rubina Hussain.

The Data Protection Officer (DPO) for Wilmslow Road Medical Centre is Shavarnah Purves, and he is based at Manchester Primary Care Partnership Ltd.

Complaints

In the unlikely event that you are unhappy with any element of our data-processing methods, you have the right to lodge a complaint with the ICO. For further details, visit ico.org.uk and select ‘Raising a concern’.

Changes to our privacy policy

We regularly review our privacy policy and any updates will be published on our website, in our newsletter and on posters to reflect the changes.

Summary Care Records

There is a new central NHS computer system called the Summary Care Record, also known as an 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 whether Summary Care Records have come to your area by contacting the practice.

Do I have to have one?

It is not compulsory to have a Summary Care Record. To opt out of a Summary Care Record, please fill out an opt out form.

For further information about Summary Care Records, please visit the NHS care records website.

Vision and Mission Statement

Vision Statement

Our Practice started life over 50 years ago and over time has evolved into a General Practice that continues to look after thousands of patients in surrounding areas. We have a close team of doctors, nurses and support staff working collaboratively to provide the best care we can in safe, effective, responsive based timely and convenient manner to our patients. We work with other Practices and a variety of Health Professionals in the NHS a number of whom provide an enhanced level of care to our patients through our PCN (Primary care Networks) initiatives.

We Aim to:

Provide a high standard of holistic Medical Care within available resources
Provide patients with chronic diseases management with excellent evidence based care for long Term Conditions.
Promote continuity of care.
Treat all patients, carers and staff with dignity, respect, and honesty.
Understand and be empathetic to our patients’ needs.
Always be courteous, approachable, friendly and accommodating.
To be a patient centred service through shared decision making and good communication.
Involve other professionals in the care of patients as appropriate.
To safeguard children and adults by adopting best practice and local guidelines and pathways.
Work with local practices where appropriate to improve the health of patients in our community.
Engage with the commissioners of services as appropriate.
Encourage patients to maintain a healthy lifestyle and promoting access for screening services.
To encourage feedback.
Act with integrity and complete confidentiality
Ensure safe and effective services and environment
To maintain the motivation skills and spirit of our Practice team
Through monitoring and auditing, continue to improve our healthcare services
Maintain high quality of care through continuous learning and training
To operate in the spirit of and in accordance with the legislation of diversity and equality
To ensure effective and robust information governance systems

Mission Statement

“Wilmslow Road Medical Centre aims to provide patients with high quality personal health care and to seek continuous improvement in the health status of the whole practice population. We aim to achieve this by developing and maintaining a cohesive team-based approach which is responsive to people’s needs and expectations and reflects, wherever possible, the latest advances in primary care.”