Patient Responsibilities
- Please keep the appointment or cancel it well in advance to allow other people to see us
- Please book urgent appointments for emergencies only
- If you feel you need a longer appointment for your problem, please tell reception at the time of booking the appointment
- If you change your name, address or telephone number please inform us as soon as possible
- Only call the Doctor out of hours if you can’t wait
- For minor ailments and injuries try ‘Urgent Care Centre’ first at Loughborough Hospital LE11 5JY. Tel: 01509 611600
- Be polite to the staff as they are just doing their job
- The practice operates a zero tolerance policy any patient that is violent or abusive to any member of staff may risk being removed from the practice list
Suggestions and complaints
Your comments and suggestions are welcome to improve the quality of our service. You can make a suggestion by completing a suggestion form and placing it in the box at Reception.
The practice aims to provide a good quality of care to our patients, but we understand that there are instances where we may fall short of patient expectations.
If you are unhappy with any service or with any member of the practice team and would like to complain:
- First talk the problem through with the Practice Manager or a Senior Receptionist to see if we can resolve your complaint.
- If you are not satisfied and wish to take your complaint further you can lodge a formal complaint by completing the following form and returning this back to the surgery. This can also be emailed.
If you wish to take the matter further, please contact
NHS England
Customer Services
PO Box 16738
B97 9PT
Tel: 0300 311 22 33
Aggressive behaviour
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.
Frequent missed appointments – DNA
Patients who DNA on 3 separate occasions within a calendar year will receive a warning letter advising that a further instance within the calendar year could result in the practice requesting their removal due. If a patient is highlighted as having a further DNA following the initial warning letter within that calendar year, they will receive a final letter which outlines their deduction and the process of registering with a new Surgery.
Patients should ensure that if they cannot make their appointment, they inform the practice via the calling 01455 632277 with a minimum notice of 1 hour, to allow other patients the opportunity to use the appointment slot. If a patient requires additional support with remembering appointments, such as appointment cards, or reminder texts, They should inform the receptionist at the time of booking.
GDPR
This practice keeps medical records confidential and complies with the General Data Protection Regulation.
We hold your medical record so that we can provide you with safe care and treatment.
We will also use your information so that this practice can check and review the quality of the care we provide. This helps us to improve our services to you.
We will share relevant information from your medical record with other health or social care staff or organisations when they provide you with care. For example, your GP will share information when they refer you to a specialist in a hospital. Or your GP will send details about your prescription to your chosen pharmacy.
Healthcare staff working in A&E and out of hours care will also have access to your information. For example, it is important that staff who are treating you in an emergency know if you have any allergic reactions. This will involve the use of your Summary Care Record. For more information see: https://digital.nhs.uk/services/summary-care-records-scr or alternatively speak to your practice.
ACR project for patients with diabetes
The data is being processed for the purpose of delivery of a programme, sponsored by NHS Digital, to monitor urine for indications of chronic kidney disease (CKD) which is recommended to be undertaken annually for patients at risk of chronic kidney disease e.g., patients living with diabetes. The programme enables patients to test their kidney function from home. We will share your contact details with Healthy.io to enable them to contact you and confirm that you wish them to send you a test kit. This will help identify patients at risk of kidney disease and help us agree any early interventions that can be put in place for the benefit of your care. Healthy.io will only use your data for the purposes of delivering their service to you. If you do not wish to receive a home test kit from Healthy.io we will continue to manage your care within the Practice. Healthy.io are required to hold data we send them in line with retention periods outlined in the Records Management code of Practice for Health and Social Care. Further information about this is available at http://bit.ly/uACRtest.
You have the right to object to information being shared for your own care. Please speak to the practice if you wish to object. You also have the right to have any mistakes or errors corrected.
Other important information about how your information is used to provide you with healthcare
Registering for NHS care
All patients who receive NHS care are registered on a national database.
This database holds your name, address, date of birth and NHS Number but it does not hold information about the care you receive.
The database is held by NHS Digital a national organisation which has legal responsibilities to collect NHS data.
More information can be found at: https://digital.nhs.uk or the phone number for general enquires at NHS Digital is 0300 303 5678
Identifying patients who might be at risk of certain diseases
Your medical records will be searched by a computer programme so that we can identify patients who might be at high risk from certain diseases such as heart disease or unplanned admissions to hospital.
This means we can offer patients additional care or support as early as possible.
This process will involve linking information from your GP record with information from other health or social care services you have used.
Information which identifies you will only be seen by this practice.
Safeguarding
Sometimes we need to share information so that other people, including healthcare staff, children or others with safeguarding needs, are protected from risk of harm.
These circumstances are rare.
We do not need your consent or agreement to do this.
Please see our local policies for more information:
We are required by law to provide you with the following information about how we handle your information.
Data Controller contact details
Hinckley & Bosworth Medical Alliance Ltd
Field Farm Business Centre
Willow View (unit 3)
Hinckley Road
Sapcote
LE9 4LH
Data Protection Office:
Umar Sabat | Partner
IG-Health
Mobile: 07894 826 037
Website: www.ig-health.co.uk
Email: umar.sabat@ig-health.co.uk
Purpose of the processing:
To give direct health or social care to individual patients.
For example, when a patient agrees to a referral for direct care, such as to a hospital, relevant information about the patient will be shared with the other healthcare staff to enable them to give appropriate advice, investigations, treatments and/or care.
To check and review the quality of care. (This is called audit and clinical governance).
Lawful basis for processing
These purposes are supported under the following sections of the GDPR:
Article 6(1)(e) ‘…necessary for the performance of a task carried out in the public interest or in the exercise of official authority…’;
and
Article 9(2)(h) ‘necessary for the purposes of preventative or occupational medicine for the assessment of the working capacity of the employee, medical diagnosis, the provision of health or social care or treatment or the management of health or social care systems and services…”
Healthcare staff will also respect and comply with their obligations under the common law duty of confidence.
Recipient or categories of recipients of the processed data
The data will be shared with:
- healthcare professionals and staff in this surgery;
- local hospitals;
- out of hours services;
- diagnostic and treatment centres;
- or other organisations involved in the provision of direct care to individual patients.
Rights to object
You have the right to object to information being shared between those who are providing you with direct care.
This may affect the care you receive – please speak to the practice.
You are not able to object to your name, address and other demographic information being sent to NHS Digital.
This is necessary if you wish to be registered to receive NHS care.
You are not able to object when information is legitimately shared for safeguarding reasons.
In appropriate circumstances it is a legal and professional requirement to share information for safeguarding reasons. This is to protect people from harm.
The information will be shared with the local safeguarding service , Hinckley & Bosworth Borough Council,
Hinckley Hub
Rugby Road
Hinckley
LeicesterGDPR
LE10 0FR
Right to access and correct
You have the right to access your medical record and have any errors or mistakes corrected. Please speak to a member of staff
We are not aware of any circumstances in which you will have the right to delete correct information from your medical record; although you are free to obtain your own legal advice if you believe there is no lawful purpose for which we hold the information and contact us if you hold a different view.
Retention period
GP medical records will be kept in line with the law and national guidance. Information on how long records are kept can be found at: digital.nhs.uk
or speak to the practice.
Your Personal Health Information
We ask you for information and keep it together with details of your care. We may use some of this information to help us to protect the health of the Nation, to help plan the future of the NHS, to train tomorrow’s clinical staff and to carry out research for the benefit of everyone. You have a right of access to your health records. Please ask at the reception for further details. There will be a fee for this.
Everyone working for the NHS has a legal duty to keep information about you confidential.
You can find more information on our Medical Record Information page
This collection will start from 1 July 2021. Patient data will be collected from GP medical records about:
- any living patient registered at a GP practice in England when the collection started – this includes children and adults
- any patient who died after the data collection started, and was previously registered at a GP practice in England when the data collection started
We will not collect your name or where you live. Any other data that could directly identify you, for example NHS number, General Practice Local Patient Number, full postcode and date of birth, is replaced with unique codes which are produced by de-identification software before the data is shared with NHS Digital.
This process is called pseudonymisation and means that no one will be able to directly identify you in the data. The diagram below helps to explain what this means. Using the terms in the diagram, the data we collect would be described as de-personalised.
NHS Digital will only collect structured and coded data from patient medical records that is needed for specific health and social care purposes explained above.
Data that directly identifies you as an individual patient, including your NHS number, General Practice Local Patient Number, full postcode, date of birth and if relevant date of death, is replaced with unique codes produced by de-identification software before it is sent to NHS Digital. This means that no one will be able to directly identify you in the data.
NHS Digital will be able to use the software to convert the unique codes back to data that could directly identify you in certain circumstances, and where there is a valid legal reason. This would mean that the data became personally identifiable in the diagram above. It will still be held securely and protected, including when it is shared by NHS Digital.
For more information please click on the following links:
General Practice Data for Planning and Research: GP Practice Privacy Notice – NHS Digital
General Practice Data for Planning and Research: NHS Digital Transparency Notice – NHS Digital
Opt out of data sharing – NHS Digital
National Data Opt Out
In May 2018, the strict rules about how this data can and cannot be used were strengthened. The NHS is committed to keeping patient information safe and always being clear about how it is used.
How your data is used
Your health and care information is used to improve your individual care. It is also used to help us research new treatments, decide where to put GP clinics and plan for the number of doctors and nurses in your local hospital. Wherever possible we try to use data that does not identify you, but sometimes it is necessary to use your confidential patient information
What is confidential patient information?
Confidential patient information identifies you and says something about your health, care or treatment. You would expect this information to be kept private. Information that only identifies you, like your name and address, is not considered confidential patient information and may still be used: for example, to contact you if your GP practice is merging with another.
Who can use your confidential patient
It is used by the NHS, local authorities, university and hospital researchers, medical colleges and pharmaceutical companies researching new treatments.
Making your data opt-out choice
You can choose to opt out of sharing your confidential patient information for research and planning. There may still be times when your confidential patient information is used: for example, during an epidemic where there might be a risk to you or to other people’s health. You can also still consent to take part in a specific research project.
Will choosing this opt-out affect your care and treatment?
No, your confidential patient information will still be used for your individual care.
Choosing to opt out will not affect your care and treatment. You will still be invited for screening
services, such as screenings for bowel cancer.
What should you do next?
You do not need to do anything if you are happy about how your confidential patient information is used. If you do not want your confidential patient information to be used for research and planning, you can choose to opt out securely online or through a telephone service. You can change your choice at any time by visiting:
https://www.nhs.uk/your-nhs-data-matters/manage-your-choice/ (this link will open in a new window – popups must be allowed) or telephone 0300 303 567
Your Personal Health Information
We ask you for information and keep it together with details of your care. We may use some of this information to help us to protect the health of the Nation, to help plan the future of the NHS, to train tomorrow’s clinical staff and to carry out research for the benefit of everyone. You have a right of access to your health records. Please ask at the reception for further details. There will be a fee for this.
Everyone working for the NHS has a legal duty to keep information about you confidential.
This collection will start from 1 July 2021. Patient data will be collected from GP medical records about:
- any living patient registered at a GP practice in England when the collection started – this includes children and adults
- any patient who died after the data collection started, and was previously registered at a GP practice in England when the data collection started
We will not collect your name or where you live. Any other data that could directly identify you, for example NHS number, General Practice Local Patient Number, full postcode and date of birth, is replaced with unique codes which are produced by de-identification software before the data is shared with NHS Digital.
This process is called pseudonymisation and means that no one will be able to directly identify you in the data. The diagram below helps to explain what this means. Using the terms in the diagram, the data we collect would be described as de-personalised.
NHS Digital will only collect structured and coded data from patient medical records that is needed for specific health and social care purposes explained above.
Data that directly identifies you as an individual patient, including your NHS number, General Practice Local Patient Number, full postcode, date of birth and if relevant date of death, is replaced with unique codes produced by de-identification software before it is sent to NHS Digital. This means that no one will be able to directly identify you in the data.
NHS Digital will be able to use the software to convert the unique codes back to data that could directly identify you in certain circumstances, and where there is a valid legal reason. This would mean that the data became personally identifiable in the diagram above. It will still be held securely and protected, including when it is shared by NHS Digital.
For more information please click on the following links:
General Practice Data for Planning and Research: GP Practice Privacy Notice – NHS Digital
General Practice Data for Planning and Research: NHS Digital Transparency Notice – NHS Digital
Opt out of data sharing – NHS Digital
National Data Opt Out
In May 2018, the strict rules about how this data can and cannot be used were strengthened. The NHS is committed to keeping patient information safe and always being clear about how it is used.
How your data is used
Your health and care information is used to improve your individual care. It is also used to help us research new treatments, decide where to put GP clinics and plan for the number of doctors and nurses in your local hospital. Wherever possible we try to use data that does not identify you, but sometimes it is necessary to use your confidential patient information
What is confidential patient information?
Confidential patient information identifies you and says something about your health, care or treatment. You would expect this information to be kept private. Information that only identifies you, like your name and address, is not considered confidential patient information and may still be used: for example, to contact you if your GP practice is merging with another.
Who can use your confidential patient
It is used by the NHS, local authorities, university and hospital researchers, medical colleges and pharmaceutical companies researching new treatments.
Making your data opt-out choice
You can choose to opt out of sharing your confidential patient information for research and planning. There may still be times when your confidential patient information is used: for example, during an epidemic where there might be a risk to you or to other people’s health. You can also still consent to take part in a specific research project.
Will choosing this opt-out affect your care and treatment?
No, your confidential patient information will still be used for your individual care.
Choosing to opt out will not affect your care and treatment. You will still be invited for screening
services, such as screenings for bowel cancer.
What should you do next?
You do not need to do anything if you are happy about how your confidential patient information is used. If you do not want your confidential patient information to be used for research and planning, you can choose to opt out securely online or through a telephone service. You can change your choice at any time by visiting:
https://www.nhs.uk/your-nhs-data-matters/manage-your-choice/ (this link will open in a new window – popups must be allowed) or telephone 0300 303 567