How to make a complaint

We pride ourselves as a practice in providing healthcare at the highest standards, but there may be times when you feel this has not happened. The practice has a formal complaints procedure which will allow us to look into and, if necessary, correct any problems that you have identified, or mistakes that have been made. Please note that we have to respect our duty of confidentiality to patients and a patient’s consent will be necessary if a complaint is not made by the patient in person. Further information is available in leaflet form.

Please ask at reception or download the leaflet below.

Patient Complaint Form

Patient Complaint Leaflet

You can also email your complaint: [email protected]

The Patient Advice and Liaison Service (PALS)

Offers confidential advice, support and information on health-related matters. They provide a point of contact for patients, their families and their carers.

You can find officers from PALS in your local hospital

PALS can give you information about:

The NHS
The NHS complaints procedure, including how to get independent help if you want to make a complaint
Support groups outside the NHS
PALS also help to improve the NHS by listening to your concerns and suggestions.

If you’re not happy with an NHS service, you can make a complaint. You should complain to the person or organisation providing the service first, such as the GP, dentist, hospital or pharmacist. Alternatively, you can complain to the commissioner of that service

Visit the NHS website for more information

POhWER is the NHS Complaints Advocacy Service

POhWER NHS Complaints Advocacy Service is here to help you to make a complaint about your NHS care or treatment

NHS Complaints Advocacy is free, confidential and independent of the NHS.

Contact POhWER

Their support centre is open Monday to Friday from 8am – 6pm.

Visit their Website

Download a POhWER leaflet

Telephone 0300 200 0084 (charged at local rate)

Minicom  0300 456 2364

Text – Send the word ‘pohwer’ with you name and number to 81025

Email [email protected]

Skype pohwer.advocacy (8am to 6pm Monday to Friday)

Fax 0300 456 2365

Post PO Box 14043, Birmingham, B6 9BL

Complaining to NHS England

NHS England welcomes concerns, compliments and complaints as valuable feedback that will help us learn from your experiences and make improvements to services we commission.

You can complain or give feedback:

By post to: NHS England PO Box 16738 Redditch B97 9PT
By email to: [email protected] (If you are making a complaint please state: ‘For the attention of the complaints team’ in the subject line)
By telephone: 0300 311 22 33 (Our opening hours are: 8am to 6pm Monday to Friday, except Wednesdays when we open at the later time of 9.30am. We are closed on bank holidays)

To provide you with the care you need we hold the details of your consultations, illnesses, tests, prescriptions and other treatments that have been recorded by everyone involved in your care and treatment. This information may be stored on paper or electronically on computer files by practice staff.

We sometimes disclose some of your personal health information to other organisations involved in your care. For example, when you are referred to the hospital we send relevant details about you in the referral letter and receive information about you from them. Our practice also participates in regional and national programs such as the cervical cytology screening service and your name, address, date of birth and NHS number will be given to them in order to send an invitation to you. The NHS now operates a central database of patients’ summary records, known as ‘The Spine’. It was created to provide a rapid interchange of information between various bodies within the NHS to facilitate safe, more ‘joined up’ care. A messaging system directs requests from patient’s details, from practices likes ours and a rapid response is achieved. Access to the system is controlled by secure registration and authentication procedures.

As a practice, we are obliged to upload patient data to the system. Should any patient of The Park Medical Practice object to having their details forwarded in this way, should contact the practice for advice. In future, as the practice’s control over such data exchange reduces, it may be necessary to open a dialogue directly between the patient and the Department of Health.

Patients have a right to view their own medical records. The practice has an application form for those who wish to have access to such records (under the auspices of the Data Protection Act 1998). The form can be obtained from the practice manager.

Our use of your personal health information is covered by a duty of confidentiality and is regulated by the Data Protection Act, giving you a number of rights in relation to how your personal information is used, including a right to access the information we hold about you. Should you wish to access this information, please contact the practice manager, in writing. Patients have a right to view their own medical records. The practice has an application form for those who wish to have access to such records (under the auspices of the Data Protection Act 1998). The form can be obtained from the practice manager.

We are registered under the Data Protection Act 1998.

Freedom of Information

Information about the General Practitioners 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.

Access to Records

Patients have a right to view their own medical records. The practice has an application form for those who wish to have access to such records (under the auspices of the Data Protection Act 1998). The form can be obtained from the practice manager.

In accordance with the Data Protection Act 1998 and Access to Health Records Act, patients may request to see their medical records. Such requests should be made through the practice manager and may be subject to an administration charge. No information will be released without the patient consent unless we are legally obliged to do so.

Our use of your personal health information is covered by a duty of confidentiality and is regulated by the Data Protection Act, giving you a number of rights in relation to how your personal information is used, including a right to access the information we hold about you. Should you wish to access this information, please contact the practice manager in writing. Patients have a right to view their own medical records. The practice has an application form for those who wish to have access to such records (under the auspices of the Data Protection Act 1998). The form can be obtained from the practice manager.

In accordance with the Data Protection Act 1998 and Access to Health Records Act, patients may request to see their medical records. Such requests should be made through the practice manager and may be subject to an administration charge. No information will be released without the patient consent unless we are legally obliged to do so.

(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 [email protected]

Recording of processing

A record will be kept by The Park Medical Practice of all data processed under this Notice.

Sending Public Health Messages

Data protection and electronic communication laws will not stop The Park Medical Practice 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 The Park Medical Practice 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

Covid-19 Privacy Notice v5 31 May 2023 The Park Medical Practice

Please click here to view our GDPR Policy.

This leaflet gives you more information about how we use your information.

Your Summary Care Record and Medical Interoperability Gateway (MIG) is a short summary of your GP medical records. It tells other health professionals who care for you about the medicines you take and your allergies. This means they can give you better treatment if you need healthcare away from your usual doctor’s surgery.

Who is the information shared with?

• All Derbyshire GP practices.
• East Midlands Ambulance Service.
• Derbyshire Health United (111 services).
• DCHS
• Royal Derby
• DHU
• Chesterfield Royal
• NUH
• Derbyshire Healthcare Foundation Trust
• Derbyshire County Council
• Derby City Council

What information can they access?

• Patient demographics. e.g. name, date of birth
• Summary, including current problems, current medical, allergies and recent tests.
• Problem View
• Diagnosis view
• Medical including current and past issues
• Risks and Warnings
• Procedures
• Investigations
• Examination (Blood Pressure Only)
• Events consisting of encounters, admissions and referrals

For more information please click on the link below:

https://derbyshirehealthcarerecords.org.uk/

Am I able to opt out?

Patients can choose to not share any of their information or certain parts of their information. Please speak to a member of staff if you wish to opt out of the Data sharing.

The Park Medical Practice telephone call recording system will record incoming and outgoing telephone calls and these recordings may be used to investigate compliance with the Practice’s policies and procedures, to provide further training, to support the investigation of complaints, to ensure the Practice complies with regulatory procedures and to provide evidence for any regulatory investigation.

The Practice will record telephone conversations from its central telephone system. All call recordings are encrypted and stored on a secure server at the system provider’s headquarters.

Purposes of call recording

The purpose of call recording is to provide an exact record of the call which can:

• Protect the interests of both parties.
• Help improve Practice performance and best practice.
• Help protect Practice staff from abusive or nuisance calls.
• Establish the facts in the event of a complaint either by a patient or a member of staff and so assist in resolving it.
• Establish the facts and assist in the resolution of any medico-legal claims made against the practice or its clinicians.
• A call recording may also be used as evidence in the event that an employee’s telephone conduct is deemed unacceptable. In this situation the recording will be made available to the employee’s manager, to be investigated as per the Practice Disciplinary Policy

Call recording Policy

Care Quality Commission – CQC

How The Park Medical Practice implements the NHS Constitution

The following links provide information on why we share your data, please contact the surgery if you wish to opt out of this data sharing.

How we use your Information leaflet

Patient Privacy Notice

Children’s Privacy Notice

The average pay for GPs working in the Park Medical Practice in the last financial year was £85,702 before tax and national insurance.  This is for 5 full time GPs and 13 part time GPs who worked in the practice for more than six months

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, it should not be used to form any judgement about GP earnings, nor to make a comparison with any other practice.

In view of the fact that there are few hard and fast guidelines in place we must issue a disclaimer against any actions which may or may not be taken with regard to the publication of this information.

We would like to make patients aware that the Partners, at the Park Medical Practice & Oakwood surgeries, hold shares in 2 provider companies – First Provider Ltd & Alexin Health Care Ltd. The provider companies may offer services to the NHS ie. the community genecology and diabetic service, at Stoneleigh House in Borrowash, providing a local service to our community.

For further information, please contact the Practice Manager.