Other Information

Complaints

We try at all times to give you the highest standard of service, however, we do appreciate that sometimes we get it wrong. In this regard, we do operate a Practice complaints procedure in line with the NHS system for dealing with complaints.

Please (click here) to access a copy of our Complaints Procedure.

Please see attached, a copy of our Patient Leaflet {click here} for full details.

Alternatively, If you do have reason to make a complaint, please contact Richard Harrison, the Practice Manager in the first instance.

If you are not comfortable raising your complaint directly with us, you can contact the NHS England Customer Contact Centre as follows:

Telephone: 0300 311 22 33
Email: England.contactus@nhs.net
By Post: NHS England, PO Box 16728, Redditch B97 9PT

For all complaints, the second stage of the NHS complaints process remains to ask the Parliamentary and Health Service Ombudsman to review the complaint.


Summary Care Record

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 whether Summary Care Records have come to your area by looking at our interactive map or by asking your GP

Do I have to have one?
No, it is not compulsory. If you choose to opt out of the scheme, then you will need to complete a form and bring it along to the surgery. You can use the form at the foot of this page.

More Information
For further information visit the NHS Care records website or the HSCIC Website

Download the opt out form >


Named Accountable GP

From the 1st April 2015 the NHS requires that every patient is allocated a named accountable GP. All patients registered patients have been allocated a named GP and any newly registered patients will be allocated a named GP within 21 days of registering. This is for administrative purposes only and you retain the right to see any of our GPs. You will still be able to book an appointment with the GP of your choice.

What does 'accountable' mean?
The named accountable GP takes responsibility for the co-ordination of all medical services and ensures they are delivered to each of their patients where required.
This new arrangement has been introduced to reassure patients that they have one GP within the practice who is responsible for ensuring that work is carried out on their behalf.

Does the requirement mean 24-hour responsibility for patients?
No. The named GP will not:

  • take on responsibility for the work of other doctors or health professionals
  • take on 24-hour responsibility for the patient, or have to change their working hours.
  • be the only GP or clinician who will provide care to that patient

Can patients choose their own named GP?
Patients have been allocated a named GP by the practice. However, if a patient requests a particular GP, reasonable efforts will be made to accommodate their preference.

Do patients have to see the named GP when they book an appointment with the practice?
No. Patients are free to choose to see any GP or nurse in the practice.

If you would like to know who your named accountable GP is, or you have a preference as to which GP you are allocated please contact the Surgery for more information.


Health & Social Care Information Centre (HSCIC)

Health & Social Care Information Centre Logo

IMPORTANT CHANGES TO HOW WE HANDLE YOUR PERSONAL DATA

We will soon be required to supply your personal medical Information to the Health and Social Care Information Centre (HSCIC). This information will be taken from the practice in a form that can identify you.

The practice has NO choice but to allow the HSCIC to extract this information.

However, individual patients can instruct their practice to stop the transfer of their data.

For more information on the reasons for this data extract and details on how to opt out of sending your confidential information please pick up a leaflet or complete an opt out form.


Local Patient Record Network

GP Care Local Patient Record Network

Improving your care through the appropriate sharing of information

Our Practice is a member of the GP Care Local Patient Record Network (PRN). Where your health and wellbeing is concerned, the doctors and nurses at this practice understand that your safety is their number one priority.

Current Practice – Whenever you visit the Surgery during normal working hours, the doctor you see has access to your full medical history. However, if you require medical attention when the Surgery is closed, the doctors at A&E and Out of Hours have no access to your history. It is quite common that when a patient attends hospital in the middle of the night, they can be confused, in severe pain or even unconscious. If a patient is not able to communicate properly, it can have a dramatic effect on how they are treated.

A safer future – It is only recently that technology has been put in place which allows your medical notes to be shared with doctors in your local Out of Hours care centre and A&E Depts. This means that, should you require medical attention when your Surgery is closed, a doctor can ask for your permission to view your medical record to help treat you more safely and effectively.

Who can access my medical record? – Your medical record may be made available to approved urgent and emergency NHS care services in the region, should you need their help. In such circumstances the approved urgent or emergency services concerned are required to get your consent to view your medical record before accessing it, unless you are unconscious or incapable of giving explicit consent. All such instances of urgent or emergency services access to your records are logged and automatically notified to us here at the Practice so that, where appropriate, we can double check that there was a legitimate reason for the access.

How does it work? – The patient Record Network is made possible using highly sophisticated computer software called EMIS Web. EMIS has provided computer systems to GP Practices for 30 years and is the market leader in the UK. EMIS Web is highly secure and shares information across an "NHS only" web platform. EMIS Web does not transfer any information using publicly available internet gateways.

Patient Choice – We believe that sharing this information will improve the quality of healthcare you receive, when you receive NHS treatment outside of the practice. However, the choice to share this information is yours. If you do not wish us to share your record in this way, please contact me direct (Richard Harrison, Practice Manager) on 01275 377988 or ask on reception for an 'opt out' form.

If you would like to discuss any aspect of this initiative, please contact me on the above number. Alternatively, you can read more about it on the internet at:

www.emis-online.com/emis-web or www.gpcare.org.uk

How do I opt out?

Please (click here) to complete an opt out form, sign and deliver to the Surgery.


Links


GP earnings

All GP Practices are required to declare the mean earnings (i.e. average pay) for GPs working to deliver NHS services to patients at each practice.

The average pay for GPs working in Heywood Family Practice in the last financial year was £40,057 before tax and National insurance. This is for 6 part time GPs who have worked in the practice for more than six months.

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