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.


Connecting Care

What is Connecting Care

Connecting Care is a digital care record system for sharing information in Bristol, North Somerset and South Gloucestershire. It allows instant, secure access to your health and social care records for the professionals involved in your care.

Relevant information from your digital records is shared with people who look after you. This gives them up-to-date information making your care safer and more efficient.

Please click below to access a patient information leaflet
https://www.connectingcarebnssg.co.uk/media/1038/connecting-care-final-feb-2018.pdf

Further information can be found at
https://www.connectingcarebnssg.co.uk/

If you would like to opt out please click on the link below
https://www.connectingcarebnssg.co.uk/what-this-means-for-me/what-happens-if-i-opt-out/


Resources to help you look after your unwell child

Handi

The HANDi App offers simple and straightforward advice for parents on what to do and who to contact when a child is unwell. It is available for android and iphones. It was originally devised by paediatricians and primary care in Taunton but has been adapted for use in the Bristol area.

It includes information on six common childhood illnesses:

  • Diarrhoea and vomiting
  • High temperature
  • Chesty baby (Bronchiolitis)
  • Chesty child (Wheeze and Asthma)
  • Abdominal pain
  • Common newborn problem

The Expert Self Care student app devised by two Bristol GPs covers over 125 topics including:

  • Emergencies – learning the truth about life-threatening illnesses and how to give first aid
  • General ill health – tackling sleep problems, feeling stressed, and constant tiredness
  • Mental Health – finding out what to do when feeling low or anxious, self-harming or worried about drinking too much alcohol
  • Common ailments and physical symptoms – getting to the bottom of headaches, finding out how to treat spots, and managing common aches and pains
  • Love, sex and relationships – learning about contraception, health relationships and spotting abuse
  • Alcohol & Drugs – dealing with substances misuse and addictions
  • Healthy living – appreciating the importance of a healthy diet and moving our bodies
  • Travel and fun – how to prepare for travelling abroad and stay safe
  • Long-term conditions – living with diabetes, asthma and epilepsy and coping with variations in ability
  • Safety – staying safe on campus, enjoying nights out, and being travel-smart
  • Navigating health services – what to do next and when to see a pharmacist, nurse or doctor

National Diabetes Audit

This GP practice is taking part in an important national project about people at risk of diabetes and diabetes care and treatment in the NHS. The project is called the National Diabetes Audit (NDA).

For further information please follow the link below:

National Diabetes Audit


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 £35,223 before tax and National insurance. This is for 1 full time and 5 part time GPs who have worked in the practice for more than six months.

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