Practice Policies & Patient Information
Complaints Procedure
We make every effort to give the best service possible to everyone who attends our practice.
However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.
To pursue a complaint please contact the practice manager who will deal with your concerns appropriately. Further written information is available regarding the complaints procedure from reception or by clicking on this link. You can make a complaint to the NHS at the following details
From 1 July 2023, if you wish to make a complaint about primary care, please contact the service directly. Alternatively, email [email protected] , by telephone: 0115 8839570 or by post: Patient Experience Team, Civic Centre, Arnot Hill Park, Nottingham Road, Arnold, Nottingham, NG5 6LU
If you would like further information please follow the link to the ICB website: Patient Experience and Complaints – NHS Nottingham and Nottinghamshire ICB
Download/View our Complaints Leaflet.
Data Sharing
National Opt-Out Facility
“This practice is supporting vital health and care planning and research by sharing your data with NHS Digital. For more information about this see the GP Practice Privacy Notice for General Practice Data for Planning and Research.”
National OPT OUT FORM – please email form to [email protected] and your records will be coded appropriately.
You can choose whether your confidential patient information is used for research and planning.
Who can use your confidential patient information for research and planning?
It is used by the NHS, local authorities, university and hospital researchers, medical colleges and pharmaceutical companies researching new treatments.
Making your data opt-out choice
You can choose to opt out of sharing your confidential patient information for research and planning. There may still be times when your confidential patient information is used: for example, during an epidemic where there might be a risk to you or to other people’s health. You can also still consent to take part in a specific research project.
Will choosing this opt-out affect your care and treatment?
No, your confidential patient information will still be used for your individual care. Choosing to opt out will not affect your care and treatment. You will still be invited for screening services, such as screenings for bowel cancer.
What should you do next?
You do not need to do anything if you are happy about how your confidential patient 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 choice at any time. To find out more or to make your choice visit nhs.uk/your-nhs-data-matters or call 0300 303 5678
MIG (Medical Interoperability Gateway)
From time to time it is helpful for us to be able to share information about your health and care requirements with other health organisations that are responsible for providing you with healthcare. Across Nottinghamshire we are introducing a new system called MIG (Medical Interoperability Gateway) which will enable us to make relevant medical information available from your GP record with other healthcare professionals who are providing you with direct care. The MIG allows for relevant information to be viewed by other healthcare professionals, however before your information is accessed you will be asked for your explicit consent. Examples of organisations that may access your GP health information include NEMS Out of Hours team, walk in centres and local A&E departments.
Sharing of information in this way is designed to ensure that the healthcare professionals looking after you have the most relevant information to enable them to provide you with the most appropriate care. The type of information shared is restricted and includes a summary of current problems, current medication, allergies, recent tests, diagnosis, procedures, investigations, risks and warnings – all this information is currently held in your GP system record.
We have automatically set up the sharing facility to allow your information to be made available via the MIG. Whenever a clinician from another healthcare organisation wishes to view your GP information via the MIG they will always seek your permission before doing so; if you say “NO” they will not be able to see any information and no data will be made viewable via the MIG.
If you have any concerns about the sharing of your information or do not want your information being made available via the MIG please speak to your practice who can advise accordingly.
How sharing information in your medical records can help the NHS to provide better care.
A modern information system has been developed, which will make increased use of information from medical records with the intention of improving health services. The system is being delivered by the Health and Social Care Information Centre (HSCIC) and NHS England on behalf of the NHS.
The new system will provide joined-up information about the care received from all of the different parts of the health service, including hospitals and GP practices.
Your date of birth, full postcode, NHS Number and gender rather than your name will be used to link your records in a secure system, managed by the HSCIC. Once this information has been linked a new record will be created. This new record will not contain information that identifies you. The type of information shared, and how it is shared, is controlled by law and strict confidentiality rules.
If you are happy for your information to be used then you do not need to do anything. But if you have concerns you should talk to your GP.
If you do not want information that identifies you from being shared outside your GP practice, talk to a member of staff at your practice. They will make a note of this in your medical record. This will prevent your information being used other than where necessary by law, such as in case of a public health emergency. You will also be able to restrict the use of information held by other places you receive care from. However, this will not affect the care you receive.
For more information about how data is collected and shared, including confidentiality, please visit
http://www.nhs.uk/NHSEngland/thenhs/records/healthrecords/Pages/care-data.aspx
eDSM
SystmOne is a computer system that The Alice Medical Centre and other people looking after patients can use to record medical information and other relevant information discussed at your time of contact. Not everyone uses this particular system, but many GPs and Community Health services in area use this system to record patient notes. A facility is now available in this system which allows your Detailed Care Record to be shared between clinicians and other different care services, who are involved with your care. This cannot normally happen without your permission and there are series of “consent procedures” that staff must follow if they want to share information about you, or to see information that another service has recorded. If you give consent, your care record held by your GP practice or medical service will be shared with other medical services involved in your care (such as district nursing, health visiting, physiotherapy), who use the same system. This will provide health professionals with a better view of your whole healthcare.
For further information, click on the link and read the attached leaflet – Data Sharing Leaflet.
GP Earnings
Publication of earnings 21/22
Our suggested wording for your website would be as follows:-
The average pay for GPs working in Alice Medical Centre in the last financial year was £ 78,356 before tax and National Insurance. This is for one full time GP and one part time locum GP who worked in the practice for more than 6 months.
All GP practices are required to declare the mean (average) earnings for GPs working to deliver NHS services to patients at each practice.
It should be noted that the prescribed method for calculating earnings is potentially misleading because it takes no account of how much time doctors spend working in the practice, and should not be used to form any judgement about GP earnings, nor to make any comparison with any other practice.
GP2GP Record Transfers
Here at The Alice Medical Centre we have a contractual requirement to utilise the GP2GP facility for the transfer of patient records between practices, when a patient registers or de-registers (not for temporary registration).
This requirement is subject to the resolution of outstanding issues with GP2GP, such as the safe incorporation of changes to the patient’s record when they return to their originating practice.
We are now live for this service. All staff have been fully trained in this new service.
Infection Control Annual Statement 2024
Purpose This annual statement will be generated each year in January, in accordance with the requirements of the Health and Social Care Act 2008 Code of Practice on the prevention and control of infections and related guidance. The report will be published on the organisation’s website and will include the following summary:
- Any infection transmission incidents and any action taken (these will have been reported in accordance with our significant event procedure)
- Details of any infection control audits carried out and actions undertaken
- Details of any risk assessments undertaken for the prevention and control of infection
- Details of staff training
- Any review and update of policies, procedures and guidelines Infection Prevention and Control (IPC) lead The leads for infection prevention and control at The Alice Medical Centre is Dr t Atiomo, Louise O’Connor, Practice Nurse/IPC Lead. a. Infection transmission incidents (significant events) Significant events involve examples of good practice as well as challenging events. Positive events are discussed at meetings to allow all staff to be appraised in areas of best practice. Negative events are managed by the staff member who either identified or was advised of any potential shortcoming. This person will complete a Significant Event Analysis (SEA) form which commences an investigation process to establish what can be learnt and to indicate changes that might lead to future improvements. All significant events are reviewed and discussed at several meetings each month. Any learning points are cascaded to all relevant staff where an action plan, including audits or policy review, may follow. In the past year, there have been zero significant events raised which related to infection control. There have also been zero complaints made regarding cleanliness or infection control. b. Infection prevention audit and actions IPC audit and hand washing audit have been completed. c. Risk assessments Risk assessments are carried out so that any risk is minimised and made to be as low as is reasonably practicable. Additionally, a risk assessment that can identify best practice can be established and then followed. In the last year, the following risk assessments were carried out/reviewed:
- General IPC risks
- Staffing, new joiners and ongoing training · COSHH · Cleaning standards · Privacy curtain cleaning or changes
- Staff vaccinations
- Infrastructure changes
- Sharps
- Water safety
- Toys
- Assistance dogs d.
Training In addition to staff being involved in risk assessments and significant events, at The Alice Medical Centre all staff and contractors receive IPC induction training on commencing their post. Thereafter, all staff receive refresher training annually. Various elements of IPC training have been delivered in-house at the protected learning time. e. Policies and procedures The infection prevention and control-related policies and procedures that have been written, updated or reviewed in the last year include, but are not limited, to: Hand washing policy, IPC policy, Duty of care, waste audit, IPC annual statement, cold chain policy and COSHH risk assessment. Policies relating to infection prevention and control are available to all staff and are reviewed and updated annually. Additionally, all policies are amended on an ongoing basis as per current advice, guidance and legislation changes. Responsibility It is the responsibility of all staff members at the Alice Medical Centre to be familiar with this statement and their roles and responsibilities under it. g. Review The IPC lead and Dr T Atiomo are responsible for reviewing and producing the annual statement. This annual statement will be updated on or before 30/01/2025
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
Zero Tolerance
This medical practice supports the Governments NHS zero tolerance zone campaign.
Violence and abuse is a growing concern. The GP’s and staff have the right to care for others without fear of being attacked or abused. Violent patients will be reported to the police and taken off our list. We ask that you treat your GP and practice staff properly – without violence or abuse.