About Our Surgery - The New Golf Road Surgery

Accessing someone else’s information

As a parent, family member or carer, you may be able to access services for someone else. We call this having proxy access. We can set this up for you if you are both registered with us.

To requests proxy access:

collect a proxy access form from reception from 10am to 6pm

Linked profiles in your NHS account

Once proxy access is set up, you can access the other person’s profile in your NHS account, using the NHS App or website.

The NHS website has information about using linked profiles to access services for someone else.

Chaperone Policy

Childrens Privacy Notice

Complaints and Suggestions

COVID19 Privacy Notice

GDPR

The General Data Protection Regulation affects any organisation that collects and keeps data about their customers or in our case, patients. We value the confidentiality of our patients and want to be clear about the data we collect, how we use it and your rights to control that information. The GDPR is a set of laws passed in the European Union and which come into effect from 25.5.18. At that date, we have to have an action plan in place to ensure we are working towards meeting all of these standards. We already do a lot of work involving Information Governance due to the nature of the information we keep about our patients so a lot of this is just building on what we have in place already.

If you would like to know anything about how we collect, keep and share your data, we will be happy to provide you with more information. Please keep an eye on our website and in reception where the updated privacy notices will be available to view.

GP Earnings

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. 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 for any judgement about GP earnings, nor to make any comparisons with other practices.

The average pay for GPs working at Manor Road Surgery in the last financial year was £76,493 before tax and national insurance. This is for 1 full time GP and 1 part time GP who worked in the practice for over 6 months.

Making a Formal Complaint

Most issues can be sorted out quickly and easily, often at the time they happen and with the person involved. This may be what you try first.

If you cannot resolve the issue this way, you can make a formal complaint.

Get advice before you start

Before you make your complaint, you can get free, confidential advice from your local Healthwatch team.

Who can make a complaint

If you’re a registered patient you can make a complaint about your own care.

You can complain on behalf of someone else if you have their written consent.

When to make a complaint

It’s best to make a formal complaint within a few days of the incident. This makes it easier to confirm what happened.

If that’s not possible, you should make the complaint within 12 months of the incident, or of you discovering the problem.

How to make a complaint

You can either:

get a complaint form from the practice reception
write your own letter

If you write your own letter, you need to include:

your full name
your date of birth
the GP practice you’re registered with
details of the incident, including dates, times and names of people involved, if you know them

Send your complaint to the surgery. You can send it by email or post.

See our contact details

What happens next

We’ll let you know we’ve received your complaint within 3 working days.

Within 30 working days we may:

reply to you in writing
invite you to meet with the people involved, if you want

If it’s likely to take longer than 30 working days we’ll let you know, and we’ll update you as things change.

What we look at

We look at:

what happened and why
how we can help you talk to the people involved, if you want
what we can learn

If more than one organisation is involved

Other organisations might be involved, for example social services. If so, we’ll talk to them and you’ll receive one coordinated reply. We may need your consent to do this.

If your complaint gets sent to the wrong organisation to begin with, we may ask for your consent to forward it to the right place.

Outcome

We’ll write to tell you the outcome of your complaint.

We’ll also explain how to escalate the issue if you’re not happy with the outcome.

If you’re unhappy with the outcome

If you’re unhappy with the outcome, you can contact the Health Service Ombudsman. They may be able to look further into your complaint.

Get advice if you’re unhappy with the outcome

Contact the Patient Advice and Liaison Service (PALS) to get free, confidential advice. You can find your nearest PALS office on the NHS website.

Complain on behalf of someone else

To complain for someone else, you need their written consent. They need to confirm that they:

are unhappy with their treatment
allow the practice to deal with someone else about the issue

We cannot discuss the issue with you until the patient gives their written consent.

We may also still need to talk directly with the patient.

How to complain on behalf of someone else

Ask at the practice reception for the complaints form. The patient needs to sign this to give their consent.

If the patient cannot give consent

If the patient cannot give consent because of illness or an accident, it might still be possible to deal with the complaint for them. Please write a letter which gives precise details of why they cannot give consent.

Confidentiality

This process is in place because we keep to strict rules of medical and personal confidentiality.

NHS App Privacy Policy

NHS Diabetes Prevention Programme Privacy Notice

Online Access Policy

EMIS Patient Online Access is a service available to patients so that they can book G.P appointments and request repeat medication via the internet at home. Patients can also see some aspects of their medical record as well as booking appointments and ordering prescriptions.

To use the internet appointment booking and prescription requesting facility you need to register on the following website www.patient.co.uk. The information you enter enables the system to check your identity. You also enter a password and security information that no-one else will know.

To register on the above website you can go directly on to it to register for an account by following the instructions on the screens shown when accessing the site. Alternatively, you can come into the surgery and get a form from us to enable you to register on the site once you get home.

Once you have registered for an online account you will need to bring 2 forms of ID (preferably 1 photo ID if you have it, plus something with your current address on it) into the surgery to enable us to verify your identity and accept you on to our system for this service. You can opt for just having prescriptions and medication if you wish a family member to order your medication and book appointments, without them being able to see other aspects of your medical record.

Our Aim

Our practice aims to offer you continuity of care with Dr Ford. Dr. Ford provides a caring service and considers patient care to be our top priority, ensuring patients feel at ease when visiting their G.P.

We have a team of excellent Nurses who have long standing experience and each specialise in different aspects of the job. We have a close knit team and our receptionists are willing to offer help and advice in any way they can.

Personal Data

Confidential information from your medical records can be used by the NHS to improve the services offered so we can provide the best possible care for everyone. Please see the below Poster, Patient Information Leaflet and further information regarding this, as you do have a choice whether your data is used in this way.

Please Click Here to View Our Surgery HSCIC Poster

Please Click Here to View Our Surgery HSCIC Leaflet

Privacy Notices

Privacy Policy

Practice Policies & Patient Information