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.

Please read the document below to find out how your data can and cannot be used from May 2018.

Click here to view Your Data Matters leaflet

We are unable to accept patients who live outside of our practice boundary. This is due to the following considerations:

• Sometimes urgent treatment is needed, and the patient doesn’t have the ability to travel to the GP surgery at that time. This can be particularly relevant in the instances when a patient has become suddenly unwell or had an accident.
• We cannot provide home visits to out of area patients due to the distances and time involved in travelling
• There can be fragmentation and impact on availability of community and social services to out of area patients, for example; health visiting, school nursing and district nursing services
• There can be issues with referrals to hospitals and other secondary care services when a patient lives outside of the practice boundary
• There can be gaps in care due to the differences in enhanced services depending on the area the patient lives in which can have an impact on holistic care

To find a GP in your area, please follow the link – https://www.nhs.uk/service-search/find-a-gp

The NHS operate a zero tolerance policy with regard to violence and abuse and the practice has the right to remove violent patients from the list with immediate effect in order to safeguard practice staff, patients and other persons. Violence in this context includes actual or threatened physical violence or verbal abuse which leads to fear for a person’s safety. In this situation we will notify the patient in writing of their removal from the list and record in the patient’s medical records the fact of the removal and the circumstances leading to it.

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.

If you have a complaint or concern about the service you have received from the doctors or any 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 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.

• Within12 months from the date on which the event occurred,
• Within 12 months from the date on which the event, which is the subject of the complaint, comes to the complainant’s notice.

Complaints should be addressed to the Practice Manager.  Alternatively, you may ask for an appointment with the Practice Manager to discuss your concerns.  The Practice Manager 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 specific as possible about your complaint.

What we shall do

We shall write to you to acknowledge your complaint.  We will look into the matter and will contact you again once we are in a position to offer you an explanation, or a meeting with the people involved.  When we look into your complaint, 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;
• Make an apology, where this is appropriate;
• Identify what we can do to make sure the problem doesn’t happen again.

Complaints to outside agencies

We hope that, if you have a problem, you will use our practice complaints procedure.  We believe that this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our practice.

This does not affect your right to approach NHS England if you feel you cannot raise your complaint with us or you are dissatisfied with the results of our investigation.  You can contact NHS England by post; NHS England, PO Box 16738, Redditch, B97, 9PT, or phone on 0300 311 22 33 (Monday to Friday 8am to 6pm) or email england.contactus@nhs.net for further advice.

NHS Complaints Advocacy

Cloverleaf Advocacy has been appointed as the new NHS Complaints Advocacy service provider for Derbyshire residents from 1st April 2024. This is a service for anyone who need support to make a complaint about an NHS or NHS funded service. Support from an Advocate can be accessed at any point in the complaints process.

Please find a link to their website below and their contact details:

Cloverleaf Advocacy: cloverleaf-advocacy.co.uk

Tel: 01924 454874

Email: referrals@cloverleaf-advocacy

To make a referral, or find out more about the support they can provide, please contact Cloverleaf on 0300 012 4212 or via email to: NHScomplaints@cloverleaf-advocacy.co.uk.

Complainants who remain unhappy following a response may also contact the Parliamentary and Health Service Ombudsman (also known as the Health Service Commissioner):

The Parliamentary and Health Service Ombudsman

Citygate,
51 Mosley St,
Manchester
M2 3HQ

http://www.ombudsman.org.uk/make-a-complaint

PHSO Customer Helpline 0345 015 4033 (8.30am to 5.30pm Monday to Friday), or text the ‘call back’ service on 07624 813 005

Our privacy notice lets you know what happens to any personal data that you give to us, or any that we may collect from or about it.

Click here to view our Practice Privacy Notice

We have been asked provide you with access to your full medical record from 1st November 2023 via the NHS app and/or the NHS website if you have a suitable NHS login.

We are supportive of providing you with access to your record, but we wish to do this safely. We have an obligation under GDPR to safeguard the information we hold about you and have carried out a Data Protection Impact Assessment (DPIA) to make sure we are able to legally honour our data safeguarding obligations

We believe, and are supported by the BMA, that there are insufficient safeguards in place so we will not be automatically allowing patients access to their records after 1st November 2023.

Everyone will have access to their medication history and allergies and will be able to order their repeat prescriptions (subject to you having NHS login).

If you should require access to your full record where you will be able to see everything, including the notes which have been written by doctors, nurses and others involved in your care at the GP surgery and elsewhere, we ask you to complete the application form below so your request can be assessed by your GP. Remember, you will only see your records from the date of your application, access will not typically be available for historic patient records.

If you already had access to your medical records before the 1st November 2023 you will still have this – your records have already been reviewed. However, you may see a message on your record 1364731000000104 “Enhanced review indicated before granting access to own health record”– please ignore this as your review has already been undertaken and access allowed.

Information about the General Practioners and the practice required for disclosure under this act can be made available to the public. All requests for such information should be made to the practice manager.

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.