Practice Policies & Patient Information
Accountable/Named GP
Complaints Procedure
If you have a complaint or concern about the service you have received from
the Doctors or any of the Staff working in this practice, please let us know. We
operate a practice complaints procedure as part of the NHS system for dealing
with complaints. Our complaints system meets national criteria.
How to complain
We hope that most problems can be sorted out easily and quickly, often at the
time they arise and with the person concerned. If your problem cannot be
sorted out in this way and you wish to make a complaint, we would like you to
let us know as soon as possible – ideally within a matter of days or at most a
few weeks – because this will enable us to establish what happened more
easily. (It is not usually possible to investigate a problem more than 12
months after it occurred).
Complaints
Please write to us or complete one of our Comments and Complaints leaflets, which can be downloaded below:
Comments and Complaints Leaflet ’24
Please address your complaint to Mrs. Elizabeth Gilbey our Practice Manager or
our Business Manager Hillary Jackson. She will
explain the complaints procedure to you and will make sure that your
concerns are dealt with promptly. It will be a great help if you are as specific
as possible about your complaint.
What we will do?
We will acknowledge your complaint within three working days and will look
into your complaint as soon as possible to agree an appropriate timescale for
providing you with a full written response to your concerns. We shall then be
in a position to offer you an explanation or a meeting with the people involved
We shall aim to?
- Find out what happened and what went wrong
- Make it possible for you to discuss the problem with those concerned if you
would like this - Offer an apology or an explanation where this is appropriate
- Identify what we can do to make sure the problem does not happen again.
Complaining on behalf of someone else
Please note that we keep strictly to the rules of medical confidentiality. If you
are complaining on behalf of someone else, we have to know that you have
their permission to do so. A note signed by the person concerned will be
needed.
We hope that if you have a problem you will use our practice complaints
procedure. We believe this will give us the best chance of putting right
whatever has gone wrong.
However, this does not affect your right to approach Coventry & Warwickshire Integrated Care Board (C&W ICB), who oversee the service we provide – they can be reached by phone on 02476 526815, or in writing to Complaints Team, NHS C&W ICB, Westgate Hse., Warwick, WARKS. CV34 4DE, or via e-mail to [email protected].
Advice can also be sought from POhWER by phone on 0300 456 2370, or in writing to PO Box 17943 Birmingham, B9 9PB; they also have a website https://www.pohwer.net/.
If you feel you are dissatisfied with the result of our practice investigation, write to: The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London SW1P 4QP
GP Earnings
GP2GP Transfer of Patient Records
NHS England requires all practices to use electronic transfer of patient records (GP2GP) between practices when a patient registers or de-registers from our practice or have published plans in place to achieve this.
New Contractual requirements states that the practice should make available a statement of intent in relation to GP2GP (the transfer of medical records)
Bedworth Health Centre use GP2GP for all patient transfers unless there is an issue with the receiving practice’s clinical system that does not allow the transfer to take place. When this transfer takes place your medical record will be available to the practice as soon as registration takes place.
Our clinical system is compliant and we have been using GP2GP for some time.
Summary Care Record
NHS England requires practice to enable successful automated uploads of any changes to patient’s summary information, at least on a daily basis, to the summary care record (SCR) or have published plans in place to achieve this.
New contractual requirements states that practices should make available a statement of intent in relation to SCR (summary care record)
Bedworth Health Centre confirms that the SCR(summary care record) is updated by our clinical system automatically on a daily basis.
Further information on electronic transfer of your records can be found by following the link below
Statement of Purpose and Intent
Patient Online Access to their GP Records
Statement of purpose
NHS England requires practices to promote and offer the facility to enable patients online access to appointments, prescriptions,allergies and adverse reactions or have published plans to achieve this.
Bedworth Health Centre Statement of Purpose currently offer the facility for booking and cancelling appointments and also for ordering repeat prescriptions online and have had this in place for some time. Our system is now compliant, for you to access your information from your medical record, eg Allergies, Adverse Reactions and Medication.
Please click on the ‘Patient On-Line’ tab on the right hand side of the home page or alternatively you can call into the surgery.
Summary Care Records (SCR)
This is a short electronic summary of important medical information, automatically created from GP records, for every patient in the country.
It is an electronic health record that can be accessed when you need urgent treatment from somebody other than your own GP.
It holds details such as current medication, allergies and details of any previous adverse reactions to medication.
If you have an accident or fall ill, the people caring for you in places like accident and emergency departments and GP out of hours services will be better equipped to treat you if they have this information.
There is more information about SCR from the NHS digital website.
A short photo story about a patient experience of the benefits of SCR can be found on the NHS England website.
You are free to change your decision at any time by informing your GP practice.
For more information talk to your GP practice, or call the Health and Social Care Information Centre on 0300 303 5678.
Opting-in
If you want a record you do not need to do anything further, one will be created for you when you register with your GP practice.
Opting-out
If you decide that you do not want an SCR then you can opt-out.
If you do not want a record, you need to fill in the Summary Care Record opt out form and hand it into your GP practice.
You should do this even if you have already completed a form at your previous practice.
You can also ask reception and they can provide you with the SCR opt-out-form to fill out when you are next in the surgery.
If you opted out of having a record in the past but have now changed your mind, speak to your GP practice and they can create one for you.
Adding additional information
You can also choose to have other useful additional information included in your SCR which can further enhance the care you receive.
You can find out more by clicking this adding more information to your Summary Care Record.
If you would like to add more information to your Summary care record then you will need to complete NHS Summary Care Record with additional information form and return it to the practice.
Alternatively, if you ask at Reception, a member of staff can provide you with this form.
SCR for children
Children under 16 will automatically have a Summary Care Record created for them unless their parent or guardian chooses to opt them out.
If you are the parent or guardian of a child under 16 and feel that they are old enough to understand, please tell them about Summary Care Records and explain the options available to them
Your data
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 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.
Personal data is shared with information governance-compliant organisations to search and identify individuals entitled to health care in the community, recommended by NHSE, but not provided by practices.
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
GP GDPR Candidate Privacy Notice