How can I get information about me in a way that I can understand?

We wish to support everyone to have access to their information and communicate with us in the way that is easiest for them to understand. If you have a disability or sensory loss, we can offer additional support if you need it.

If you have any special communication needs or need to be given information in a certain format (large print, Easy Read, text) please let us know. We will put a note on your record to remind us of your needs.

We can also book interpreter services for patients using British Sign Language or Language empire if English is not your first language.

The Practice is required by the Government under the terms of the latest GP contract to allocate all patients a named accountable GP (identified as your usual GP on your medical records).

Please note there is no need to telephone the Practice, it is for information only. Please feel free to ask the reception staff when you next visit the Surgery of who your named doctor is.

Our named Accountable GP’s at the Practice are:

Dr G Harrison,

Dr H Turner,

Dr P Mawer,

Dr R Bond

Dr J Ashton

Dr R Forrester.

Where a patient expresses a preference as to which GP they have been assigned, the Practice will make reasonable efforts to accommodate this request.

Having a Name Accountable GP does not prevent you seeing any other doctor in the Practice.

Total appointments available in May – 3343

Dr’s appointments face to face – 1593

Telephone appointments – 447

Nurses & HCA appointments – 982

Home visits – 84

Did Not attend – 132

• GP – 56
• Nurse – 10
• HCA – 50

This was equal to: over 22 hours!!

If you are not able to attend your appointment for any reason, please do let us know, so that your appointment time can be used by somebody else.

If you provide us with an up-to-date mobile number, we can send you appointment reminders by text.

PATIENT COMPLAINTS PROCEDURE

If you have a complaint or concern about the service you have received from the doctors or any of the personnel working in this practice, please let us know.  We operate a practice complaint procedure as part of an NHS complaints system, which meets national criteria.

HOW TO COMPLAIN

We hope that we can sort most problems out easily and quickly, often at the time they arise and with the person concerned. If we are unable to resolve the problem at an early stage, then you should discuss the matter with our Practice Manager. If you then wish to complain formally, they will help you to do this.

If you wish to make a formal complaint, please do so as soon as possible, ideally within a matter of a few days. This will enable us to establish what happened more easily.  If doing that is not possible your complaint should be submitted within 12 months of the incident that caused the problem; or within 12 months of discovering that you have a problem. You should address your complaint in writing to the Practice Manager.  They will make sure that we deal with your concerns promptly and in the correct way. You should be as specific and concise as possible.

You can email us at spasurgery.admin@nhs.net or in writing FAO Alison Briscombe, 205 High Street, Boston Spa, Wetherby, LS23 6PY.

COMPLAINING ON BEHALF OF SOMEONE ELSE

We keep strictly to the rules of medical confidentiality.  If you are not the patient, but are complaining on their behalf, you must have their permission to do so.  An authority signed by the person concerned will be needed unless they are incapable (because of illness or infirmity) of providing this. A Third-Party Consent Form is available from reception.

WHAT WE WILL DO

We will acknowledge your complaint within 10 working days and aim to have fully investigated and replied within 28 working days of the date it was received.  If we expect it to take longer, we will explain the reason for the delay and tell you when we expect to finish. When we investigate your complaint, we will investigate the circumstances; make it possible for you to discuss the problem with those concerned; make sure you receive an apology if this is appropriate and take steps to make sure any problem does not arise again.

You will receive a final letter setting out the result of any practice investigations.

TAKING IT FURTHER

Many people regularly visit local primary care providers such as their doctor, dentist, optician, or pharmacy and have a positive experience. If you encounter any problems, you should always speak with a senior staff member, from whom you received treatment, advice, or care to give them the chance to address the issue promptly. This option has NOT changed.

However, if you do not feel comfortable or believe it is inappropriate to raise your complaint directly with your primary care provider, you must now contact the West Yorkshire Integrated

Care Board (ICB) instead of NHS England. Please contact us by:

• Email: wyicb.complaints@nhs.net
• Telephone: 01924 552 150
• In writing: Complaints Team, West Yorkshire Integrated Care Board, White Rose House West Parade, Wakefield WF1 1LT
• Monday to Friday 9 to 5 p.m. excluding bank holidays.
• Out of hours: Please leave a voice message about the best time to contact you to discuss the details.

Health Service Ombudsman

After local resolution, if you are still not satisfied with how your complaint has been dealt with, you may choose to take your complaint to the Parliamentary and Health Service Ombudsman:

A: Millbank Tower. 30 Millbank. Westminster. London. SW1P 4QP

T: 0345 015 4033

e: phso.enquiries@ombudsman.org.uk

The 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.

Freedom of Information

The ICO has published a new Model Publication Scheme that all public authorities are required to adopt.

How we collect, look after and use your data.

This notice explains how SPA SURGERY will collect, look after, use or otherwise process your personal data. “Personal data” is information relating to you as a living, identifiable individual.

How is my information collected and looked after?

Who is responsible for my information?

SPA SURGERY is the data controller for your information and is responsible for looking after your record while you are a registered patient. The person with the key responsibility for data protection and security is Dr Helen Turner, who is a GP Partner and also our Caldicott Guardian.

The Data Protection Officer for Spa Surgery is:

Louise Whitworth, Suites 2-4 Wira House, Wira Business Park, Leeds, LS16 6EB

leedsccg.dpo@nhs.net

However, any queries or concerns should be raised with the practice first.

Why do we collect information about you?
As health professionals, we maintain records about you in order to support your care. By registering with the practice, your existing records will be transferred to us from your previous practice so that we can keep them up to date while you are our patient. If you do not have a previous medical record (a new-born child or coming from overseas, for example), we will create a medical record for you. We take great care to ensure that your information is kept securely, that it is up to date, accurate and used appropriately. All of our staff are trained to understand their legal and professional obligations to protect your information and will only look at your information if they need to.

What information do we hold about you?

• Details about you, such as your name, address, carers, biological gender, gender identity, ethnic origin, date of birth, legal representatives and emergency contact details
• Any contact the surgery has had with you, such as appointments, clinic visits, emergency appointments, etc.
• Notes and reports about your health
• Details about your treatment and care
• Results of investigations such as laboratory tests, x-rays, etc.
• Relevant information from other health professionals, relatives or those who care for you

How is my information stored?
Our practice uses a clinical records programme called SystmOne which is where any electronic information about you will be stored. Any information held in paper records is stored securely at the practice. We use a combination of working practices and technology to ensure that your information is kept confidential and secure.

What is the legal basis that we use to process your information?

We are required to tell you the legal basis that is used for the various ways we process and use your data.  The following table sets the main ways your personal data may be used and the corresponding legal basis and category of data. Each purpose is covered in more detail within this notice to explain what these mean in more practical terms.

Legal Basis for Processing

When is my information shared?

We are committed to protecting your privacy and will only use information collected lawfully in accordance with:

• Data Protection legislation
• Human Rights Act 1998
• Common Law Duty of Confidentiality
• Health and Social Care Act 2012
• NHS Codes of Confidentiality, Information Security and Records Management
• Information: To Share or Not to Share Review

How long does the practice hold my information?

As long as you are registered as a patient with <<Medical Centre Name>>, your paper records are held at the practice along with your GP electronic record. If you register with a new practice, they will initiate the process to transfer your records. The electronic record is transferred to the new practice across a secure NHS data-sharing network and all practices aim to process such transfers within a maximum of 8 working days. The paper records are then transferred via Primary Care Services England (operated on behalf of NHS England by Capita) which can take longer. Primary Care Services England also look after the records of any patient not currently registered with a practice and the records of anyone who has died.

Once your records have been forwarded to your new practice (or after your death forwarded to Primary Care Services England), a cached version of your electronic record is retained in the practice and classified as “inactive”. If anyone has a reason to access an inactive record, they are required to formally record that reason and this action is audited regularly to ensure that all access to inactive records is valid and appropriate.  We may access this for clinical audit (measuring performance), serious incident reviews, or statutory report completion (e.g., for HM Coroner).

Change of Details

It is important that you tell the person treating you if any of your details such as your name or address have changed or if any of your details such as date of birth is incorrect in order for this to be amended. You have a responsibility to inform us of any changes so our records are accurate and up to date for you.

How can I see what information you hold about me?

You have a right under data protection legislation to request to see what information the practice holds about you. You also have the right to ask for inaccuracies to be corrected and in some circumstances you have the right to request that we stop processing your data. Some of these rights are not automatic and we reserve the right to discuss with you why we might not comply with a request from you to exercise them.

If you make a Subject Access Request, we will:

• describe the information we hold about you
• tell you why we are holding that information
• tell you who it might be shared with
• at your request, provide a copy of the information in an easy to read form.

In order to request this, you need to do the following:

• Your request must be made in writing – for information from the hospital you should write direct to them
• We will provide electronic copies (via online access, by email or on CDROM) free of charge.
• We are required to respond to you within 1 month.

You will need to give enough information (for example full name, address, date of birth, NHS number and details of your request) so that your identity can be verified and your records located.

In some circumstances there may be a charge to have a printed copy of the information held about you. If this is the case, this will be discussed with you before any charge is made.

If you would like to make a Subject Access Request or have any further questions, please contact our Practice Business Manager.

HOW IS MY INFORMATION USED?

For provision of direct care:

In the practice, individual staff will only look at what they need in order to carry out such tasks as booking appointments, making referrals, giving health advice or provide you with care.

Sometimes your information may be used to run automated calculations. These can be as simple as calculating your Body Mass Index but they can be more complex and used to calculate some risks to your health that we should consider with you. The ones we use in practice include Qrisk (cardiovascular risk assessment – usually following an NHS Healthcheck), Qdiabetes (diabetes risk assessment) and eFI (electronic frailty index). Whenever we use these profiling tools, we assess the outcome on a case-by-case basis. No decisions about individual care are made solely on the outcomes of these tools but they are used to help us assess and discuss your possible future health and care needs with you.

We share information about you with other health professionals where they have a genuine need for it to support your care, as follows. More details about specific organisations who may receive your data for the purpose of your direct care are in the following document.

Data Sharing for Direct Care

For commissioning and healthcare planning purposes:

In some cases, for example when looking at population healthcare needs, some of your data may be shared (usually in such a way that you cannot be identified from it). The following organisations may use data in this way to inform policy or make decisions about general provision of healthcare, either locally or nationally.

• Leeds City Council: Public Health, Adult or Child Social Care Services
• Embed Health Consortium (NHS commissioning support unit)
• West Yorkshire Intergrated Care Board
• NHS Digital (Formerly known as (HSCIC)
• ResearchOne Database (SystmOne practices).
• Other data processors which you will be informed of as appropriate.

In order to comply with its legal obligations we may send data to NHS Digital when

directed by the Secretary of State for Health under the Health and Social Care Act 2012.

This practice contributes to national clinical audits and will send the data which are required by NHS Digital when the law allows. This may include demographic data, such as date of birth, and information about your health which is recorded in coded form, for example, the clinical code for diabetes or high blood pressure.

Clinical Audits using Patient-Identifiable Data

For research purposes:

Research data is usually shared in a way that individual patients are non-identifiable.  Occasionally where research requires identifiable information you may be asked for your explicit consent to participate in specific research projects.  The surgery will always gain your consent before releasing any information for this purpose.

Where specific information is asked for, such as under the National Diabetes audit, you have the choice to opt of the audit.

Further details of these audits are available on our website.

For safeguarding purposes, life or death situations or other circumstances when we are required to share information:

We may also disclose your information to others in exceptional circumstances (ie life or death situations) or in accordance with Dame Fiona Caldicott’s information sharing review (Information to share or not to share).

For example, your information may be shared in the following circumstances:

• When we have a duty to others e.g. in child protection cases
• Where we are required by law to share certain information such as the birth of a new baby, infectious diseases that may put you or others at risk or where a Court has decided we must.

When you request to see your information or ask us to share it with someone else:
If you ask us to share your data, often with an insurance company, solicitor, employer or similar third party, we will only do so with your explicit consent. Usually the requesting organisation will ask you to confirm your consent, often in writing or electronically. We check that consent before releasing any data and you can choose to see the information before we send it.

Please see the section Sharing your Information further down on this page for more details of how your personal data is shared electronically within the NHS locally & nationally and your choices about being included in these sharing agreements.

OBJECTIONS/CONCERNS/COMPLAINTS
If you are happy for your data to be extracted and used for the purposes described in this notice then you do not need to do anything.

Should you have any concerns about how your information is managed at the practice, please contact Alison Briscombe, Practice Manager. If you are still unhappy following a review by the GP practice, you can then complain to the Information Commissioners Office (ICO) via their website www.ico.org.uk, casework@ico.org.uk, telephone: 0303 123 1113 (local rate) or 01625 545 745

Sharing your information.

How can be my information be viewed outside of Spa Surgery?
Your health information can be shared both locally and nationally at differing levels of detail.

For direct care locally in Leeds: Leeds Care Record
Patients in Leeds are able to benefit from the sharing of information via the Leeds Care Record. This shares contact details, diagnosis list, medications, allergies, test results, referrals & letters and care plans between health professionals in Leeds. Information is shared by GP practices, the Hospital trusts, Community and Mental Health services, and Social Care.

You have the right to object to your Leeds Care Record being shared by contacting them directly. Details are available via their website.

Download a leaflet on Leeds Care Record.

This is also available in an Easy Read version.

You can opt in and out of these sharing agreements whenever you choose. Details of these schemes are as follows:

Nationally for direct care: Summary Care Record – sharing your information for your care across the NHS.
Your core Summary Care Record is created when you register at a GP practice (although you should be given the option to opt in/out during your registration). If you do not express a preference, it is currently assumed that your consent is implied.

The Summary Care Record shares only your contact details, medications and allergies with other healthcare professionals involved in your care.

You can also choose to share a Summary Care Record with Additional Information. This shares contact details, medications, allergies, diagnosis list, care plans, end of life care and immunisations with other healthcare professionals. Sensitive data is excluded. A Summary Care Record with Additional Information will only be created for you if you explicitly choose this option.  Only the most up to date information is shared for each category (EMISWeb).  All current and past information is shared for each category (SystmOne).

Choosing to share a summary care record with additional information is thought to be of great benefit if you are admitted to hospital locally or elsewhere in the UK.

You can opt out of sharing any of your information in a Summary Care Record. If you decide not to share this will not affect your entitlement to care. However, it could result in the delivery of your care being less efficient as other health professionals will not have access to these parts of your medical history.

Further details are available in this leaflet.

This is also available in an Easy Read version.

You can change your mind about your Summary Care Record at any time.

To register or change your Summary Care Record preferences, please complete this form and return it to us.

Summary Care Record Consent

Nationally: The national data-out.  For purposes beyond direct care.

NHS Digital is developing a new system to support the national data opt-out which will give patients more control over how identifiable health and care information is used for reasons other than your individual care and treatment. The system will offer patients and the public the opportunity to make an informed choice about whether they wish their personally identifiable data to be used for purposes beyond their direct care such as research and planning purposes.

In the past, you may have already chosen to prevent your identifiable data leaving NHS Digital, known as a Type 2 opt-out. All existing Type 2 opt-outs will be converted to the new national data opt-out and this will be confirmed by a letter to all individuals aged 13 or over with an existing Type 2 in place. Once the national data opt-out is launched, it will no longer be possible to change preferences via local GP practices.

The national data opt-out is due to be launched on 25 May 2018.

More information is available via https://digital.nhs.uk/national-data-opt-out

More information about health and care records in general can be found on the NHS website here: NHS Choices

Nationally for direct care: SystmOne Data Sharing

The practice uses a clinical computer system called SystmOne to store your medical information. The system is also used by other GP practices, Child Health Services, Community Services, Hospitals, Out of Hours, Palliative Care services and many more. This means your information can be shared with other clinicians so that everyone caring for you is fully informed about your medical history including medication and allergies.  You can control how your medical information is shared with other organisations that use this system.

1. Sharing Out – This controls whether your information stored in the practice can be shared with other NHS services (i.e. made shareable)
2. Sharing In – This controls whether information made shareable at other NHS care services can be viewed by us, your GP practice, or not. (i.e. shared in)

Further details are available in this  leaflet.

If you have any queries or concerns about how your information is handled, please do not hesitate to contact Alison Briscombe, Practice Manager for further information.

All GP practices are obliged to declare the mean earnings for GPs working to deliver NHS services at each practice.

The average pay for GPs working in Spa Surgery in the last financial year was £ 57680 before tax and national insurance. This is for 1 full time and 3 part time partners and 1 salaried GP.

Private Fees (Non-NHS work) – Information for patients and third parties

The Government’s contract with GPs covers medical services to NHS patients, including the provision of ongoing medical treatment. In recent years, however, more and more organisations have been involving doctors in a whole range of non-medical work. Sometimes the only reason that GPs are asked is because they are in a position of trust in the community, or because an insurance company or employer wants to ensure that information provided to them is true and accurate.

The BMA (British Medical Association) suggest fees for non-NHS work, which is not covered under GP’s NHS contract, to help GPs set their own professional fees. However, the fees are guidelines only, not recommendations, and a doctor is not obliged to charge the rates suggested. The BMA recommends that GPs tell patients and third parties in advance if they will be charged, and how much. It is up the individual doctor to decide how much to charge.

Do GPs have to do non-NHS work for their patients?

With certain limited exceptions for example, a GP confirming that one of their patients is not fit for jury service, GPs do not have to carry out non-NHS work on behalf of their patients.

Whilst GPs will always attempt to assist their patients with the completion of forms for example for insurance purposes, they are not required to do such non-NHS work.

Why does it sometimes take my GP a long time to complete my form?

Time spent completing forms and preparing reports takes the GP away from the medical care of his or her patients.

Most GPs have a very heavy workload and paperwork takes up an increasing amount of their time, so many GPs find they have to complete this work outside of and in addition to their normal hours.

I only need the doctor’s signature – what is the problem?

When a doctor signs a certificate or completes a report it is a condition of remaining on the Medical Register that they only sign what they know to be true.

In order to complete even the simplest of forms therefore, the doctor might have to check the patient’s entire medical record.  Carelessness or an inaccurate report can have serious consequences for the doctor with the General Medical Council (the doctors’ regulatory body) or even the police.

A list of our current fees is provided below:

All fees must be paid in advance of work being completed and supplied.

We accept payment via BACs or in Cash, we do not accept cheques or cards.

We reserve the right to suspend or extend processing times for private/Non-NHS work at any time due to busy periods.

**Please note we DO NOT confirm identity for passport or driving licenses.

**We do not complete forms for fitness to take part in a sporting event such as marathon running, scuba diving, cycling, triathlon’s, parachuting…. this list is endless. The patient will have to go to a private provider for this.

Medical examinations and reports from insurers

**All requests must have accompanied consent from patient to release information

Other third-party requests

Miscellaneous reports

Following activity on Social Media where patients of Spa Surgery have posted derogatory comments about the practice and some of our staff; we now have a Social Media Zero Tolerance Policy in place.

If any such posts are brought to our attention they could be viewed as a potential breakdown in the doctor-patient professional relationship, and may result in the individual being removed from our list.

We may contact the patients involved and invite them to have a discussion with the practice manager or one of the GP Partners to explore any issues they may have.

We welcome all feedback as it gives us the opportunity to review the services that we provide and, where necessary or appropriate, make changes or improvements.

We would ask that rather than posting derogatory or hurtful comments about the practice or any of our staff on social media, please speak to us about this or put your comments to us in writing giving us the opportunity to respond.

Posting derogatory or offensive comments online can cause unwarranted distress to our practice members and staff.

They may also cause other patients to delay or dissuade them from presenting to the surgery to received medical treatment.

PLEASE CONSIDER THE IMPACT OF YOUR ONLINE ACTIVITY BEFORE YOU POST A COMMENT.

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

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.

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

Download a copy of the patient leaflet