Practice Policies

Patient Complaints         

If you have a complaint about the service you’ve received from any member of our staff, please let us know.    Most problems can be sorted easily, often directly with the staff member concerned at the time they arise.

However, if your problem has not been rectified in this way, we operate a Complaints Procedure to help us resolve it.    

 

Who to contact:

Complaints should be addressed to the Practice Manager in writing as soon as possible after the incident, by:

Email: NHCCG.Whitewaterhealth_practicemanager@nhs.net               

Letter:  Posted to either Hook or Hartley Wintney Surgery

 

Key steps in the Complaints Procedure:

  • We will acknowledge your complaint in writing within three working days
  • We will confirm who will lead a full investigation into the complaint
  • We will set out a clear timeframe.  Our aim will be to conduct the investigation and report back to you within 30 days.
  • At the end of the investigation we will give you a written report of our findings, our key learning and any remedial actions we’ve taken to ensure the issue does not reoccur.

During the process we will endeavor to:

  • Be open, honest and constructive with you
  • Provide a clear explanation of what happened and why
  • Offer you an apology if appropriate
  • Give you the opportunity for further discussion

 

If you are not satisfied after the investigation:

We hope that by following our Complaints Procedure we will resolve your problem.   If this is not the case, at the end of our investigation you may choose to raise your complaint with any of the following:

 

NHS Complaints Team:   NHCCG.Complaints@nhs.net

Parliamentary Ombudsman: via online form at www.ombudsman.org.uk or phone 0345 0154033

CQC:  enquiries@cqc.org.uk  or phone 0300 0616161

 

Complaining on behalf of someone else:

Please note that if you are making a complaint on behalf of another patient, you will need their formal permission to do so.   For this, we would require a note of consent signed by the patient concerned.

  

Control of Patient Information (COPI) Update

The Health Service (Control of Patient Information) Regulations 2002 allow the processing of Confidential Patient Information (CPI) for specific purposes. Regulation 3 provides for the processing of CPI in relation to communicable diseases and other threats to public health and in particular allows the Secretary of State to require organisations to process CPI for purposes related to communicable diseases.

The Secretary of State has issued four of these notices requiring NHS Digital, NHS England & Improvement, all healthcare organisations, Arms Length Bodies, Local Authorities and GPs (including a specific requirement related to the UK Biobank project) to process CPI for the purposes related to communicable diseases.

What does processing mean?

Under COPI Regulations 2002, processing means:

  • the use, dissemination and obtaining of information;
  • the recording and holding of information;
  • the retrieval, alignment and combination of information;
  • the organisation, adaption or alteration of information;
  • the blocking, erasure and destruction of information.

What purposes are covered?

The COPI notices cover a range of purposes related to diagnosing, managing, and controlling the spread of communicable diseases. For COVID-19 purposes this could include but is not limited to:

  • understanding COVID-19 and risks to public health, trends in COVID-19 and such risks, and controlling and preventing the spread of COVID-19 and such risks;
  • identifying and understanding information about patients or potential patients with or at risk of COVID-19;
  • delivering services to patients, clinicians, the health services;
  • research and planning in relation to COVID-19.

What type of data is covered?

The notice covers confidential patient information so any data regardless of its identifiability, which is being used for the purposes set out above is covered. It will all be treated in line with the principles of GDPR i.e. fairly, lawfully and securely.

How long will the notices be in place?

COPI notices have now been extended until the end of March 2021 to help give healthcare organisations and Local Authorities the confidence to share the data needed to respond to Covid-19. The notices will be reviewed on or before 31 March 2021 or may be extended. If no further notices are issued, the notices will expire on 31 March 2021.                                                          

We believe that good healthcare is achieved by patient and doctor working together and therefore..

..we aim to provide:

  • registrationprivacy, courtesy and confidentiality
  • a simple health check if you are new to the practice
  • health care on the basis of clinical need
  • 24hour medical cover through HANTSDOC - a local consortium of GPs covering out of hours work
  • a referral to a hospital based specialist when your GP considers it necessary · an explanation of your illness and proposed treatment, and to involve you in the process of deciding on treatment options
  • access to your written and computerised health records within the limitations of the law

In return we ask you to:

  • offer our staff the same courtesy and respect as they offer you
  • inform the practice in good time if you are unable to keep an appointment
  • only request a home or out of hours visit if absolutely necessary
  • make a separate appointment for each person needing to be seen
  • inform us in writing of any change of address or telephone number as soon as that change occurs.

We will try:

  • to process your repeat prescriptions within 2 working days
  • not to keep you waiting unnecessarily beyond your appointment time
  • keep you up to date with information via a periodic news sheet.

Confidentiality

health techThe 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 e.g. from district nurses and hospital services.
  • To help you get other services e.g. from the social work department. This requires your consent.
  • When we have a duty to others e.g. in child protection cases Anonymised patient information will also be used at local and national level to help the Health Board and Government plan services e.g. for diabetic care.

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

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.


NON NHS CHARGES

Please note that not all fees are covered under the free National Health Service. For a list of private services please Check with the practice our prices.


Freedom of Information

The ICO has published a new Model Publication Scheme that all public authorities are required to adopt by 1st January 2009.

Model Publication Scheme - further information


GP Earnings

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

This is required in the interests of the greater public accountability recognising GP pay is ultimately funded from tax paid by the public.

The average pay for GPs working in Whitewater Health in the last financial year was £89,456 before tax and national insurance. This is for 4 full time GPs, 7 part time GPs and 0 locum GPs who worked in the practice for more than six months.

12/3/2021



 
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