Practice Policies & Patient Information
– Dr Anjana Sinha – Senior GP Partner
– Dr Balraj Mavi – GP Partner
Chaperone Policy
Please advise the clinician if you would like a chaperone present during your consultation or examination.
Childrens Privacy Policy
Click here to view our Childrens Privacy Notice
Confidentiality
All doctors and their staff have access to your personal medical records.
We ask you for personal information so that you can receive appropriate care and treatment. This information is recorded on computer and/or your manual medical records and we are registered under the Data Protection Act 2018.
The practice will ensure that patient confidentiality is maintained at all times by all members of the practice team. However, for the effective functioning of a multi-disciplinary team it is sometimes necessary that medical information about you is shared between members of the practice team, and on occasions other health care professionals for example, hospital consultants.
Medical information about you that is requested from other agencies such as insurance companies must have your written permission before details are released.
Your information and how we use it
Why we collect information about you
This organisation keeps records about the health care and treatment you receive. These help ensure that you receive the best possible care from us.
How we keep your records confidential
Everyone working for the NHS is subject to the Common Law Duty of Confidence. Information provided in confidence will only be used for the purposes stated and consented to by the patient, unless there are other circumstances covered by the law.
Under the NHS Confidentiality Code of Conduct, all of our staff are also required to protect your information, inform you of how your information will be used, and allow you to decide if and how your information can be shared. This will be recorded in your records.
Other NHS organisations with whom we share your personal information
We may share your information, if it contributes directly to your healthcare with:
- Health commissioners
- NHS Clinical Commissioning Groups
- General Practitioners (GPs)
- Ambulance services and other NHS common services agencies such as hospitals, community health teams
Information sharing with non-NHS organisations
For your benefit, we may also need to share information from your health records with other non-NHS organisations, from which you are also receiving care, such as social services.
However, we will not disclose any health information to third parties without your explicit consent, unless there are exceptional circumstances, such as when the health or safety of others is at risk or where the law requires it.
If we are asked to share information with a non-NHS organisation that does not directly relate to your care, we will always seek consent prior to any information being shared. If you choose not to consent to this when asked, then that decision will be recorded and respected.
Your right to withdraw consent for us to share your personal information
At any time you have the right to refuse/withdraw consent to information sharing. The possible consequences will be fully explained to you and could include delays in receiving care.
Your rights under The Data Protection Act 2018
Patients, as data subjects, have a number of rights under the Data Protection Act 2018, including a general right of access to personal data (electronic or paper) held about them.
Right of access
You can make your own application to see your records, or you can authorise someone else to make an application for you. A parent or guardian, a patient representative, or a person appointed by the Court may also apply. If you wish to access your personal data, then please contact the practice manager.
Telephone: 01384 277 591
In order to fulfil our responsibilities under the act, you may be asked to provide proof of your identity, and any further information required to locate the record you have requested.
Withholding information about you
Information may be withheld if the practice believes that releasing the information to you could cause serious harm to your physical or mental health. We do not have to tell you that information has been withheld.
Information may also be withheld if another person (i.e. third party) is identified in the record, and they do not want their information disclosed to you.
However, if the other person was acting in their professional capacity in caring for you, in normal circumstances they could not prevent you from having access to that information.
Correcting inaccurate information
We have a duty to ensure your information is accurate and up to date to make certain we have the correct contact and treatment details about you.
If your information is not accurate and up-to-date, you can ask us to correct the record. If we agree that the information is inaccurate or incomplete, it will be corrected.
If we do not agree that the information is inaccurate, we will ensure that a note is made in the record of the point you have drawn to the practice’s attention.
Further information
If you would like to know more about how we use your information, or if (for any reason) you do not wish to have your information used in any of the ways described above, please speak to the health professionals concerned with your care.
Covid-19 privacy notice
This privacy notice is to run alongside our standard practice privacy notice.
As we move away from the initial response to COVID-19 the health and social care system will need to continue to take action to manage and mitigate the spread and impact of the outbreak. This includes ensuring that approved researchers can continue to securely access pseudonymised data held by GP IT systems to assist the health and care service’s response to COVID-19 by, for example:
- recognising trends in COVID-19 diseases and identifying risks it poses
- controlling and preventing the spread of COVID-19
- monitoring and managing outbreaks
The OpenSAFELY COVID-19 research service provides a secure analytics service that supports COVID-19 research, COVID-19 clinical audit, COVID-19 service evaluation and COVID-19 health surveillance purposes.
Under the COVID-19 Public Health Directions 2020 NHS England has been directed by the Secretary of State for Health and Social Care to establish and operate the OpenSAFELY service. While each GP practice remains the data controller of its own patient data, they are required under the provisions of s259 of the Health and Social Care Act 2012 to provide access to de-identified (pseudonymised) patient data through the OpenSAFELY service.
The service enables individuals (academics, analysts and data scientists) approved by NHS England to run queries on pseudonymised GP and NHS England patient data which is held within the GP system suppliers’ data environments. Controls are in place to ensure that individuals only have access to aggregated outputs from the service (i.e. they cannot access information that either directly or indirectly identifies individuals).
Purpose of this Notice
OpenSAFELY service is used to analyse de-identified (pseudonymised) data within the EMIS and TPP boundaries, to support COVID-19 related research.
This is a continuation of a service which is supported by the BMA which has been operating since 2020. The permanent legal basis (the COVID-19 Direction) above allows the practice to provide this data to NHSE as an ongoing service.
The OpenSAFELY service is a Trusted Research Environment (TRE) established within the secure environment of EMIS and TPP. Researchers write their analysis code away from the patient data; the code is run automatically on de-identified (pseudonymised) patient data; and only the aggregated outputs (now anonymous) are shared with researchers to be used, for example, in journal publications, reports or presentations.
These controls keep patient data secure inside EMIS and TPP and confidential from researchers. The use of TREs and the data processing principles which OpenSAFELY represents is supported by the RCGP.
To date, this service has supported a range of important COVID-19 related research, including one of the world’s first and largest studies to identify the clinical factors associated with COVID-19 related death, which informed the national COVID-19 vaccination strategy and Green Book guidance. Other studies have also informed COVID-19 related NICE guidance and decisions made by SAGE.
All NHS England approved research studies are published online, including sharing the exact analysis code each study used to analyse the patient data, by whom and when such code was run. In future, NHSE will also publish approvals on our data release register.
During the pandemic, and in the recovery phase, de-identified data has been crucial in helping to save lives. It has supported research into COVID-19 and the ways that it has affected our lives, our health, and to identify effective medicines and treatments.
Research has helped to identify new treatments for COVID-19 and to understand how we can keep our communities safe. Data has helped us to prioritise the right care to the most vulnerable in our society and to develop vaccines to protect against COVID-19.
If you have any questions, please contact us at gpdata@nhs.net
Recording of processing
A record will be kept by Wordsley Green Surgery of all data processed under this Notice.
Sending Public Health Messages
Data protection and electronic communication laws will not stop Wordsley Green Surgery from sending public health messages to you, either by phone, text or email as these messages are not direct marketing.
Digital Consultations
It may also be necessary, where the latest technology allows Wordsley Green Surgery to do so, to use your information and health data to facilitate digital consultations and diagnoses and we will always do this with your security in mind.
Creating a new NHS England: NHS England and NHS Digital merged on 1 February 2023. All references to NHS Digital now, or in the future, relate to NHS England.
Feedback and complaints
We are continually looking to turn patient feedback into real improvements in the services we provide. We use it to focus on the things that matter most to our patients, carers and their families.
Giving feedback
To provide feedback:
- Use our online contact form – AccuRx
- Take part in the Friends and Family Test
- Leave a review on the NHS website
- Phone us on 01384 277591 or visit the surgery
Making a complaint
We aim to provide you with the best possible medical service. At times you may feel that we have not achieved this and want to make your feelings known. Most problems can be sorted out quickly and easily, often at the time they arise with the person concerned and this may be the approach you try first.
Where you are not able to resolve your complaint in this way and wish to make a formal complaint you should do so, preferably within writing, as soon as possible after the event and ideally within a few days as this helps us to establish what happened more easily.
The period for making a complaint is normally:
- 12 months from the date on which the event which is the subject of the complaint occurred
- 12 months from the date on which the event which is the subject of the complaint comes to the complainant’s notice
If you are a registered patient, you can complain about your own care.
Complaints can be sent in writing to:
Wordsley Green Health Centre
Dr Sinha & Partner
Wordsley Green
Wordsley
Stourbridge
DY8 5PD
Complaining on behalf of someone else
We keep to the strict rules of medical and personal confidentiality.
If you wish to make a complaint but are not the patient involved, we will require the written consent of the patient. This is to confirm that they are unhappy with their treatment and that we can deal with someone else about it.
Please ask at reception for a complaints form which includes a statement of authority that the patient can sign. Where the patient is incapable of providing consent due to illness or accident, it may still be possible to deal with the complaint. Please provide the precise details of the circumstances which prevent this in your covering letter. Please note that we are unable to discuss any issue relating to someone else without their express permission, which must be in writing, unless the above circumstances apply.
Confidentiality
All complaints must be treated in the strictest confidence.
Where the investigation of the complaint requires consideration of the patient’s medical records, the practice manager must inform the patient or person acting on his or her behalf if the investigation will involve disclosure of information contained in those records to a person other than the practice or an employee of the practice.
The surgery must keep a record of all complaints and copies of all correspondence relating to complaints but such records must be kept separate from the patient’s medical records.
The surgery has an annual review of complaints received within the year and the learning issues or changes to procedures which have arisen are documented.
Making a complaint to the NHS Commissioner
From 1st July 2023 the way you make a complaint about primary care services to the commissioner is changing.
After 1st July 2023 if you want to make a complaint about primary care services to the commissioner you will now contact the Black Country Integrated Care Board instead of NHS England.
You can do this by:
- Complaint Form
- Writing to us at: Time2Talk, NHS Black Country Integrated Care Board (ICB) Civic Centre, St Peter’s Square, Wolverhampton, WV1 1SH
If you want to make a complaint directly to the provider of the primary care service, you still can – that does not change on the 1 July 2023.
Ongoing complaints
If you have an ongoing complaint placed on or after 1 July 2022, you will receive a letter from NHS England informing you that the Black Country ICB is now handling your complaint, this will include confirmation of your case handler.
Freedom of information
The Freedom of Information Act 2000 obliges the practice to produce a Publication Scheme. A Publication Scheme is a guide to the ‘classes’ of information the practice intends to routinely make available.
Any applications under the Freedom of Information Act should be addressed to the practice manager using our Contact the Practice form.
GP earnings
NHS England require that the net earnings of doctors engaged in the practice is publicised, and the required disclosure is shown below. However 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.
All GP practices are required to declare the mean earnings (e.g. average pay) for GPs working to deliver NHS services to patients at each practice.
The average pay for GPs working in this practice in the last full financial year was £63,495 before Tax and National insurance. This is for zero full time GP, 4 part time GPs and 6 locum GP who worked in the practice for more than six months.
Health reviews
16-74 year olds
You will be offered a health review when you join the practice. Any patients aged 16 –74 years who have not had a consultation within the last three years may request a consultation.
Over 75’s
Patients 75 years and over who have not had a consultation within the last twelve months may request a health review with one of our practice team.
If you are unable to attend the surgery, a home visit could be arranged.
Heidi AI
Click here to view our Policy on Heidi AI
Named GP
We assign all new and existing patients with a named accountable GP to oversee their care.
For patients aged 75 and over, the named accountable GP is responsible for:
- working with health and social care professionals to deliver a care package that meets the needs of the patient
- ensuring that these patients have access to a health check
Patients can still choose to see any GP in the surgery. We will make reasonable efforts to accommodate their preference.
If you have a preference or want to know who your named GP is, you can contact us for more information.
Privacy Notice
Click here to view our Privacy Notice
Statement of intent
Contractual requirements came into force so GP practices should make available a statement of intent in relation to the following IT developments:
- Summary Care Record (SCR)
- GP to GP Record Transfers
- Patient Online Access to Their GP Record
- Data for commissioning and other secondary care purposes
The same contractual obligations require that we have a statement of intent regarding these developments in place and publicised.
Please find below details of the practices stance with regards to these points.
Summary Care Record (SCR)
NHS England require practices to enable successful automated uploads of any changes to patient’s summary information, at least on a daily basis, to the summary care record (SCR) or have published plans in place to achieve this by 31st of March 2015.
Having your Summary Care Record (SCR) available will help anyone treating you without your full medical record. They will have access to information about any medication you may be taking and any drugs that you have a recorded allergy or sensitivity to.
Of course, if you do not want your medical records to be available in this way then you will need to let us know so that we can update your record. You can do this via our Summary Care Opt Out form.
The practice confirms that your SCR is automatically updated on at least a daily basis to ensure that your information is as up to date as it can possibly be.
GP to GP Record Transfers
NHS England requires practices to utilise the GP2GP facility for the transfer of patient records between practices, when a patient registers or de-registers (not for temporary registration).
It is very important that you are registered with a doctor at all times. If you leave your GP and register with a new GP, your medical records will be removed from your previous doctor and forwarded on to your new GP via NHS England. It can take your paper records up to two weeks to reach your new surgery.
With GP to GP record transfers your electronic record is transferred to your new practice much sooner. The practice confirms that GP to GP transfers are already active and we send and receive patient records via this system.
Patient Online Access to Their GP Record
NHS England require practices to promote and offer the facility to enable patients online access to appointments, prescriptions, allergies and adverse reactions or have published plans in place to achieve this by 31st of March 2015.
We currently offer the facility for booking and cancelling appointments and also for ordering your repeat prescriptions and viewing a summary of your medical records on-line. If you do not already have a user name and password for this system – please register your interest with our reception staff.
Data for commissioning and other secondary care purposes
It is already a requirement of the Health and Social Care Act that practices must meet the reasonable data requirements of commissioners and other health and social care organisations through appropriate and safe data sharing for secondary uses, as specified in the technical specification for care data.
At our practice we have specific arrangements in place to allow patients to “opt out” of care data which allows for the removal of data from the practice.
The practice confirm these arrangements are in place and that we undertake annual training and audits to ensure that all our data is handled correctly and safely via the Information Governance Toolkit.
Summary care records
There is a 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.
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 Summary Care Record Opt-Out form to let the surgery know.
More Information
For further information visit the NHS Care records website.
Training practice
Our practice is a training practice. Our GP registrars are fully qualified doctors and already have a great deal of experience.
They are attached to our practice for six to twelve months. The registrars usually become General Practitioners after completing their training.
Video Recording
There will be times when our GP registrars need to make video recordings of their consultations for training purposes. Intimate physical examinations will not be recorded, and the camera will be switched off on request.
The tape is used for the purpose of assessment of the registrar, for research, learning and teaching purposes. The tape will only be seen by persons who have legal access to your medical records. The trainer is responsible for the security and confidentiality of the video recording.
Should the tape have to leave the practice premises, it will be sent by hand courier or registered post. The recordings will be seen inside the practice, but may need to be seen in another location by personnel appointed to assess the standards of our registrar.
The tape will be erased as soon as possible but definitely not later than one year after the recording was made. You may be asked when booking an appointment if you wish to partake in this.
We hope you will give your permission and be able to help.
Website Accessibility Statement
General
Practice365 strives to ensure that its services are accessible to people with disabilities. Practice365 has invested a significant amount of resources to help ensure that its websites are made easier to use and more accessible for people with disabilities, with the strong belief that every person has the right to live with dignity, equality, comfort and independence.
This accessibility statement applies to websites hosted by Practice365.co.uk.
Accessibility on Practice365
We want as many people as possible to be able to use this website. For example, that means you should be able to:
- change colours, contrast levels and fonts
- zoom in up to 300% without the text spilling off the screen
- navigate most of the website using just a keyboard
- navigate most of the website using speech recognition software
- listen to most of the website using a screen reader (including the most recent versions of JAWS, NVDA and VoiceOver)
We’ve also made the website text as simple as possible to understand.
AbilityNet has advice on making your device easier to use if you have a disability.
How accessible this website is
We know some parts of this website are not fully accessible:
- most older PDF documents are not fully accessible to screen reader software
Enabling the Accessibility Menu
Disclaimer
Practice365 continues its efforts to constantly improve the accessibility of its site and services in the belief that it is our collective moral obligation to allow seamless, accessible and unhindered use also for those of us with disabilities.
Here For You
If you are experiencing difficulty with any content on Practice365 website, widget, any of its services or require assistance with any part of our site or software, please contact us during normal business hours as detailed below and we will be happy to assist.
Contacting Us
If you wish to report a problem, have any questions or need assistance, please email us at hello@iatropartners.co.uk
Enforcement procedure
The Equality and Human Rights Commission (EHRC) is responsible for enforcing the Public Sector Bodies (Websites and Mobile Applications) (No. 2) Accessibility Regulations 2018 (the ‘accessibility regulations’). If you’re not happy with how we respond to your complaint, contact the Equality Advisory and Support Service (EASS). If you are based in Northern Ireland, please reefer to Equalities Commission for Northern Ireland (ECNI) instead of the EASS and EHRC.
Your rights and responsibilities
Patients have the right to be seen by a doctor or health care professional for diagnosis and treatment of their medical conditions.
This is obtained by making appointments from the range offered by the practice. Patients have the responsibility of keeping such an appointment, if at all possible. For more information about appointments, please visit our Appointments page.
Patients also have the responsibility of informing the surgery if they are unable to keep their appointment, thus making it available for another patient to book.
To cancel your appointment:
- use your NHS account (through the NHS website or NHS App)
- using the GP online system: Patient Access
- phone us on 01384 277591 during opening times
- reply CANCEL to your appointment reminder text message
Zero tolerance
Patients who are violent or threaten violence to the doctors or practice staff, or other persons present in the surgery or in a place where treatment is provided, will be immediately reported to the police.
Furthermore the doctors will request their immediate removal from our patient list.
Patients who are verbally abusive, without offering violence, to the doctors or practice staff will be warned in writing that such action is not acceptable and that any second occurrence will lead to their removal from our patient list.