View our Complaints Leaflet

If you would like to make a complaint click here.

All patient information is considered to be confidential and we comply fully with the Data Protection Act. All employees have access to this information in relation to their role and have signed a confidentiality agreement. Information may be shared, in confidence with other NHS organisations in the interests of patient care.

The practice will ensure that patient confidentially is maintained at all times by all members of staff.Even if you are under 16, Doctors and Nurses still have to keep anything you tell them private, just as they would for an adult.

We will not discuss any information about you with anyone else, unless you ask us to do so, except in very exceptional circumstances or if your or another person’s safety is at risk. In these exceptional circumstances, you will be kept fully informed.

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

The average pay for GPs working at De Montfort Medical Centre in the last financial year was £28,917.56 before tax and national insurance. This is for 3 part-time contracted GPs, and 2 part-time salaried GPs.

Online access to records is now available on the NHS App or via Patient Access. These apps can also be used from your browser on desktop or laptop computers. Please add links in with this line, NHS app and patient access app please.

The NHS wants to give people better ways to see their personal health information online. We know that people want to be able to access their health records. It can help you see test results faster. It also lets you read and review notes from your appointments in your own time.

From 11^th October 2023 you will be able to see all the information recorded from 11^th October 2023 onwards, within your health record automatically. If you are over 16 and have an online account, such as through the NHS App, NHS website, or another online primary care service, you will now be able to see all future notes and health records from your doctor (GP). Some people can already access this feature, this won’t change for you.

This means that you will be able to see notes from your appointments, as well as test results and any letters that are saved on your records. This only applies to records from your doctor (GP), not from hospitals or other specialists. You will only be able to see information from 11^th October 2023. For most people, access will be automatic, and you won’t need to do anything.

Your doctor (GP) may talk to you to discuss test results before you are able to see some of your information on the app. Your doctor (GP) may also talk to you before your full records access is given to make sure that having access is of benefit to you. There might be some sensitive information on your record, so you should talk to your doctor if you have any concerns.

These changes only apply to people with online accounts. If you do not want an online account, you can still access your health records by requesting this information through reception. The changes also only apply to personal information about you. If you are a carer and would like to see information about someone you care for, speak to reception staff.

The NHS App, website and other online services are all very secure, so no one is able to access your information except you. You’ll need to make sure you protect your login details. Don’t share your password with anyone as they will then have access to your personal information.

If you do not want to see your health record, or if you would like more information about these changes, please speak to your GP or reception staff.

Whether it is praise for members of our team or something that you feel we could do better, we would appreciate your feedback so that we know where to focus our efforts for continual improvement.

Leave your feedback

Please click here to view our privacy notice.

Who we are

The Herefordshire & Worcestershire Shared Care Record allows health and social care professionals to view the most up-to-date information about you so they can give you better, safer care.

Partner health and social care organisations will make the information they hold on you available for professionals to view through the Shared Care Record. These organisations provide health and social care services in the following areas:

•    Birmingham and Solihull

•    Coventry and Warwickshire

•    Herefordshire and Worcestershire.

They include local GP practices, hospitals, NHS 111, community, mental health, ambulance and social care services.

The health and social care partners involved follow the law on keeping your information confidential. The laws they must abide by are the Data Protection Act 2018 and the UK General Data Protection Regulation (UK GDPR).

Each is also registered with the Information Commissioner’s Office (ICO) as a data controller – an organisation that decides what information is collected and why, and how it is handled. The partners will be joint data controllers for any personal, or special categories of personal information they handle.

This privacy notice explains how your personal information will be used, what for, who will be able to see it and why.

What will your personal information be used for?

Allowing health and social care professionals involved in your care to view your records helps them understand your needs and make the best decisions with you, and for you.

It means:

•    you won’t have to repeat your details every time you need care

•    clinicians will be able to see what medications you’re taking and if you have any allergies, making your treatment safer

•    they’ll also be able to make better decisions about your care by knowing your recent history – things such as tests, scans, results and prescriptions

•    you won’t have to explain your social care support to health professionals

•   you’ll get more efficient treatment because clinicians won’t have to wait for other organisations to forward your information by letter or phone

•    your care will be more joined up wherever you need it in Birmingham and

Solihull, Coventry and Warwickshire or Herefordshire and Worcestershire.

What information will health and social care professionals be able to see?

The information that will be available for professionals at our partners to view through the Shared Care Record is shown below. We have split this between

‘healthcare’ and ‘social care’ to show the kind of information each partner organisation will be able to look at.

Healthcare

•    Information such as your name, address, date of birth and NHS number

•    People to contact in an emergency

•    Social care assessment information

•    Care providers and the services you’ve used

•    Any safeguarding information designed to protect you

•    Your legal status for being in the UK

•    Any conditions or illnesses you’ve been diagnosed as having

•    Any operations you’ve had

•    Your medication

•    Any alerts or risks relevant to your care

•    Your medical and maternity history

•    Any birth and neonatal details

•    Records of care you’ve had as an inpatient or outpatient

•    Your appointments

•    Documents such as discharge summaries, clinical letters, care plans, risk assessments and referrals

•    Results of investigations, scans and laboratory tests

•    Reports such as those from radiology scans or X-rays

•    Examinations, for instance to check your blood pressure

•    Trials or studies you might be part of

•    If you’ve been sectioned under the Mental Health Act

•    Details of supportive care, such as your end-of-life preferences

Social care

•    Information such as your name, address, date of birth and NHS number

•    People to contact in an emergency

•    Social care assessment information

•    Care providers and the services you’ve used

•    Any safeguarding information designed to protect you

•    Your legal status for being in the UK

•    Any conditions or illnesses you’ve been diagnosed as having

•    A summary of the care you’ve had from a service, such as a hospital, when your care with that service is finished

•    Details of supportive care, such as your end-of-life preferences

•     Your assessment information such as care plans, risk assessments, date of     last assessments/review/visit, housing status, immigration status

Our lawful basis for processing your information

Each partner organisation is responsible for the information they view, or make available to view, through the Shared Care Record. This includes personal records and special category information they hold in their records.

All the partners that can view your information must follow the law to make sure they always handle your personal information in a lawful way. What they have to do depends on the care or service you need.

Our lawful bases are:

NHS trusts/local authorities/primary care (GPs)/clinical commissioning groups (CCGs) (to the extent that CCGs have access to shared personal data to provide integrated care):

•    Provision of health/social care (Art 6(1) (e) UK GDPR, 9(2)(h) UK GDPR, in combination with Section 10 (1)(c) and any relevant condition in Schedule 1, Part 1 of the DPA 2018.

NHS trusts/primary care (GPs):

•    Vital interests (situation of ‘life or death’) (Art 6(1)(d) and 9(2) (c) UK GDPR.

NHS trusts/local authorities/primary care (GPs)/clinical commissioning groups (CCGs) (to the extent that CCGs have access to shared personal data to provide integrated care):

•    Safeguarding of vulnerable adults and children (Art 6(1) (c), 9(2) (g) UK GDPR in combination with Section 10(3) and Schedule 1, Part 2, condition 18 of the DPA 2018.

Who do we allow to view your personal information?

Here’s a full list of all our partners who can view your information through the Shared (https://www.demontfortmedicalcentre.co.uk/files/2022/03/Schedule-6-Collaborative-Sigantories-V3-November-2021.doc)

Care Record when needed for your care.

How long do we keep your records?

Each partner organisation keeps its own record of the care you’ve received from it in line with ‘The Records Management Code of Practice for Health and Social Care’ guidance. None of your personal information (including your healthcare information) is kept in the Shared Care Record – it is only made available for health or social care professionals to view. To fulfil your ‘right to object’ (please see the next section), the Shared Care Record will keep limited information about you, such as your name,

date of birth and NHS number. This will ensure that, where you have objected, no health or care professional will be able to view your records through the Shared Care

Record. They will see only the electronic information recorded on their own organisation’s system for the care you have received there.

Your rights

You have the right to:

1.  Object to your information being available for health and social care professionals to view through the Shared Care Record.

2.  Complain to the Information Commissioner’s Office if you are unhappy with the way we are handling your information. See below for details of how to do this.

Contact your relevant health or care provider to:

1.  ask to see the personal information they hold about you

2.  ask them to change information they hold about you if it is wrong.

If you would like to object to your records being made available for professionals to view through the Shared Care Record, you can find out how to do so on our ‘right to object’ page:  https://herefordshireandworcestershireccg.nhs.uk/health- services/shared-care-record/right-to-object

If you are aged 16 or above, we will process your ‘right to object’ form by carrying out our normal checks on the details you have given us.

From the age of 13 to 16, we will consider your right to object if your form has been signed on your behalf by someone with parental responsibility.

If it has not, we will ask a recognised health or care professional if they consider you to be competent to make such a decision.

If you are under the age of 13, we will only consider your right to object if your form has been signed on your behalf by someone with parental responsibility.

Complaints

You have the right to complain if you are unhappy with the way your information is handled, or disagree with your healthcare provider’s decision about your information. In these circumstances you can contact the healthcare provider and ask them to look again at the decision.

If you are not happy with any decision your healthcare provider makes, you can contact the Information Commissioner’s Office at:

Information Commissioner’s Office

Wycliffe House Water Lane Wilmslow

Cheshire, SK9 5AF

Telephone: 0303 123 1113 (local rate) Telephone: 01625 545 745 (national rate) Fax: 01625 524 510

Email: casework@ico.org.uk

Information for new patients: about your Summary Care Record

Our staff are here to care for others, it is important for our staff and the public to be treated with respect.

We aim to always treat our patients courteously and expect our patients to treat our staff in a similarly respectful manner. Any threatening, abusive or violent behaviour against any of our staff or patients will be taken very seriously.

If a patient is violent or abusive, they will be asked to stop. If they persist, we may exercise our right to take action to have them removed, immediately if necessary, from our list of patients.

In line with NHS policy, we operate a Zero Tolerance procedure, whereby aggressive or violent behaviour towards our staff will not be tolerated under any circumstances.

Verbal abuse of staff will result in a warning letter from the Practice Manager. Any future incidents of abuse may result in removal from the Practice patient list. There will be no appeal process.

Any incident of threatening, abusive or violent behaviour may be reported to the local Police Service as part of the NHS Zero Tolerance campaign.

Under the General Data Protection Regulations (GDPR), we have a responsibility to keep your medical records confidential. We need your consent to share this with other authorised health professionals involved in your care or in planning your care. You can find more information on the website at www.nhs.uk/your-nhs-data-matters.

Please see the privacy notice on our website for more information on how your data is held and used by the practice.

The NHS wants to make sure you and your family has the best care now and in the future. Your health and adult social care information supports your individual care. It also helps us to research, plan and improve health and care services in England.

There are very strict rules on how this data can and cannot be used, and you have clear data rights. We are committed to keeping patient information safe and will always be clear on how it is used.

You can choose whether or not your confidential patient information is used for research and planning.

If you do not wish your information to be used in this way please opt-out by visiting NHS: Your Data Matters or by calling 0300 303 5678. The practice is unable to record this for you.