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.

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 who will deal with your concerns appropriately. Further written information is available regarding the complaints procedure from reception.

Practice Complaints Procedure

We aim to offer all patients a friendly and efficient service and hope you will be pleased with the service that you receive, however if, as a patient, you are unhappy about any of the services or care that we have provided, we have a concerns procedure to ensure that all concerns are dealt with rapidly and efficiently for the benefit of all parties concerned.

A concern may be defined as a grievance raised by a dissatisfied user of the services provided by the practice. Concerns may relate to the quality of the care, professional competence, administrative and support services provided and may be of a clinical or non-clinical nature.

Internal Complaints Procedure

Informal Discussion
Patients are able contact any member of the team to discuss any concerns that they have about their experience in the practice or any suggestions of improvement who will then report the incident to the Complaints Officer, who will record it in the practice file.

Formal Concerns
If the patient is unhappy with the outcome of an informal discussion, or from the outset would like their concern investigated more fully, they can use the practice complaints procedure which is aimed at dealing with complaints quickly and in a friendly and non-threatening way. They can contact the Complaints Officer and she will record full details of the complaint and attempt to resolve it in an appropriate manner.

Concerns should be sent in writing to the Complaints Officer, Bethany Hefford by post: Moir Medical Centre, Regent Street, Long Eaton, NG10 1QQ, or via the below online form. We aim to acknowledge this within 48 hours.

Or alternatively you can contact NHS England on Tel: 03003 112233 or [email protected].

Concerns about clinical matters will be investigated by the Complaints Officer and the Clinical Team.

A full response in writing, setting out the conclusion of the investigation and action, if any, taken in respect of it, is to be made within 20 working days on receipt of the complaint, unless the investigation is still in progress, in which case correspondence explaining the reasons for the delay, will be sent to the complainant

A register and the records of all concerns will be kept and stored and are subject to regular audit but with regard for patient confidentiality. The register of concerns should include information on whether or not the complaint was upheld, the results of the investigation, the resolution of the complaint and the action taken.

We would hope that we would be able address any concerns within our practice, but should anyone feel that we have not dealt with their concerns appropriately or to their satisfaction, then they do also have the right to contact the Ombudsman if they so wish for further investigation. The contact details are:

The Parliamentary and Health Service Ombudsman

Citygate,

51 Mosley St,

Manchester

M2 3HQ

Tel: 0345 015 4033

Website: www.ombudsman.org.uk

Every member of staff who works for an NHS organisation has a legal obligation to keep information about you confidential.

As a practice we take confidentiality very seriously.

If you would like to see a copy of our confidentiality policy, please ask at reception.

The practice Caldicott Guardian is Dr Jordan.

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.

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.

Please see below our practice guidance on the lawful basis for Data Collection and processing Patient Information under GDPR 2018 and Data Protection Act 2018, including individuals information rights.

Click here to Download the Moir Medical Centre GDPR Privacy Notice v2.8 May 2023

Click here to Download the Moir Medical Centre COVID19 Privacy Notice v5 May 2023

GPDPR Extract

The current NHS Digital (NHSD) extract of GP data for Research purposes (known as the GPDPR) has been delayed due to NHSD wishing to review the way in which this data will be collected, to conduct more public involvement and information about the plans and change the way in which patients can opt out of the extract of their GP data.

Currently the only way to opt out is to complete a Type 1 opt out form and return this to the practice by the 1^st September (this can be found further down on this webpage).  However, this extract will not be taken until the NHSD have changed the way it will take the data and respect the patient’s choice for using their data.  NHSD are introducing the following changes to the opt out process which will mean that patients will be able to change their opt-out status at any time:-

• Patients do not need to register a Type 1 opt-out by 1st September to ensure their GP data will not be uploaded.
• NHS Digital will create the technical means to allow GP data that has previously been uploaded to the system via the GPDPR collection to be deleted when someone registers a Type 1 opt-out.
• The plan to retire Type 1 opt-outs will be deferred for at least 12 months while we get the new arrangements up and running and will not be implemented without consultation with the RCGP, the BMA and the National Data Guardian.

This means that you can opt out at any time in the future and NHSD will delete data that they already have taken for research purposes, the deadline of the 01/09/2020 has been delayed until a new system of opt out is developed.  Hopefully, this will be a simple centralised approach via the NHS app or NHS website to avoid paper form and administration work for your GP.

We will update you when we know more about the NHSD plans to change how you can control who has access to your data.

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 Moir Medical Centre in the last financial year was £84,839 before tax and National Insurance. This is for 0 full time GPs, 6 part time GPs and 0 locum GPs who worked in the practice for longer than six months.

Please see the Moir Medical Centre leaflet below.

Click here to download the Moir Medical Centre Practice Leaflet

Most services that the NHS provides to people are free of charge, but there are some exceptions to this e.g., prescription charges.  Sometimes a charge must be made to cover some of the costs as the service isn’t covered by the funding GP’s receive from the NHS for example, medical reports for insurance companies, private health insurance claims and other letters and forms that need completing that require the GP to review the patient’s medical records.

The contract GP’s have with the NHS covers medical services to patients, but GP’s also do a lot of non-medial work as well which is not funded examples of non-NHS services for which GP’s can charge their patients include but not limited to:

• Holiday cancellation forms
• Private medical insurance forms
• Some travel vaccinations
• Letters requested by or on behalf of, the patient.

The time the GP spends completing forms and preparing reports takes the GP away from direct medical care.  In addition, non-NHS work must be undertaken outside of NHS contracted time.  GP’s have a very high workload which can add up to them working 60 hours plus a week and paperwork, such as, filling insurance forms in and writing medical reports for insurance companies adds to this workload.

When a GP signs a certificate or completes a report it is a condition of their medical registration that they only sign what they know to be true.  Therefore, to complete a very simple form the GP must review the patients entire medical record. Inaccuracy in a report can have serious consequences for a GP with the General Medical Council or even the Police.

How are charges decided?

The British Medical Association (BMA) is the registered Trade Union for doctors, it recommends that GPs tell patients in advance if they will be charged for any work.

Erewash Health Practices, follow the guidelines set by the BMA using their fees calculator.  The fees calculator takes into consideration how much time it takes the GP to complete the work to ensure the cost covers the work undertaken.  Our charges have recently been reviewed for the first time in 5 years.

New charges from 1 July 2024

*The Practice reserves the right to amend the fees , based on the complexity of the work

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.

The Practice takes it very seriously if any member of team is treated in an abusive, aggressive, intimidating or violent way.

The Practice supports the government’s ‘Zero Tolerance’ campaign for Health Service Staff. This states that GPs and their staff have a right to care for others without fear of being attacked or abused. To successfully provide these services a mutual respect between all the practice team and patients has to be in place. All our team aim to be polite, helpful, and sensitive to all patients’ individual needs and circumstances. They would respectfully remind patients that very often the team could be confronted with a multitude of varying and sometimes difficult tasks and situations, all at the same time.  The team understand that ill patients do not always act in a reasonable manner and will take this into consideration when trying to deal with a misunderstanding or complaint.

However, aggressive and/or intimidating behaviour, will not be tolerated in any way and may result in you being removed from the Practice list and, in extreme cases, the Police being contacted.

In order for the practice to maintain good relations with their patients the practice would like to ask all its patients to read and take note of the occasional types of behaviour that would be found unacceptable:

1. Using bad language or swearing at practice staff
2. Any threats or acts of physical violence towards any member of the Primary Health Care Team or other patients
3. Verbal abuse towards the staff in any form
4. Racial abuse and sexual harassment will not be tolerated within this practice
5. Persistent or unrealistic demands that cause stress to staff will not be accepted. Requests will be met wherever possible and explanations given when they cannot
6. Causing damage/stealing from the Practice’s premises, staff or patients
7. Obtaining drugs and/or medical services fraudulently

We ask you to treat the practice team with courteously at all times.

Removal from the practice list

A good patient clinician relationship, based on mutual respect and trust, is the cornerstone of good patient care. The removal of patients from our list is an exceptional and rare event and is a last resort in an impaired patient-practice relationship. When trust has irretrievably broken down, it is in the patient’s interest, just as much as that of the practice, that they should find a new practice. An exception to this is on immediate removal on the grounds of violence e.g. when the Police are involved, or those behaviours mentioned above

Removing other members of the household

In rare cases, however, because of the possible need to visit patients at home it may be necessary to terminate responsibility for other members of the family or the entire household. The prospect of visiting patients where a relative who is no longer a patient of the practice by virtue of their unacceptable behaviour resides, or being regularly confronted by the removed patient, may make it too difficult for the practice to continue to look after the whole family. This is particularly likely where the patient has been removed because of violence or threatening behaviour and keeping the other family members could put the practice team at risk.