We are proud of our practice team. Nonetheless, we recognise that problems may occasionally arise with the services we provide. Should you wish to make a complaint the following procedure will apply:

Please contact the Practice Manager by letter or telephone on 01296 423797. We will respond to your complaint in the following way:

• We will acknowledge your complaint within 3 working days
• We will give a written explanation within 10 working days
• We will offer you the opportunity to discuss your complaint with our Practice Manager
• If your complaint involves a doctor, we will offer you the opportunity to discuss the matter with the doctor involved, or with the doctor responsible for dealing with complaints (the senior partner)
• If, despite our efforts, you feel that your complaint has not been dealt with adequately, we will advise you on how to pursue matters further
• We welcome comments, suggestions and enquiries – these should be addressed to the Practice Manager, who will be happy to try and help.

The Practice complies with the legal obligations of the Data Protection Act 2018 (the ‘2018 Act’) and the EU General Data Protection Regulation (‘GDPR’), which entitles you to know what information we hold about you. Please contact the Practice Manager if you would like to see your records.

Please note that no discrimination will be made with regard to race, gender, age, religion, sexual orientation, appearance or on grounds of disability or medical condition.

All GP practices are required to declare the mean earnings (eg average pay) for GPs working to deliver NHS services to patients at each practice.

The average pay for GPs working for six months or more at Oakfield Surgery in the last financial year was £66,753.00 before Tax and National Insurance.  This is for 2 full time and 1 part time GPs.

All current and new patients registered with Oakfield Surgery will be allocated a named GP.

If you would like to express a preference as to which GP you are assigned, we will make reasonable efforts to accommodate this request.

Your accountable GP is responsible for your overall care at the practice, however you can still access care from our whole clinical team.

If you would like to know the name of your accountable GP, please ask at the reception desk.

Q – what is the national data opt-out?

• The national data opt-out allows patients to choose to stop their confidential patient information from being used for purposes beyond their individual care.
• The national data opt-out cannot be set through GP systems.
• Anyone registered with the NHS who has an NHS number can register an opt-out online or via a contact centre, details of which are included in the patient materials.
• The national data opt-out has been applied by NHS Digital since 25 May 2018 and by 2020 all health and care organisations must apply national data opt-outs in line with the policy. For more information see:
• https://digital.nhs.uk/national-data-opt-out

Q – what was a type 2 objection?

The type 2 objection instructed NHS Digital not to share a patient’s confidential information for purposes beyond their individual care. It was recorded in the GP patient record, using the following codes:

Read v2 – 9Nu4. ‘Dissent from disclosure of personal confidential data by Health and Social Care Information Centre’

CTv3 – XaaVL ‘Dissent from disclosure of personal confidential data by Health and Social Care Information Centre’

The national data opt-out has replaced type 2 opt-outs. GP practices must no longer use the type 2 opt-out code as it is no longer collected and processed.

Q – Is this about the Summary Care Record (SCR) ?

No, the national data opt-out does not affect the use of data for the patient’s individual care and treatment.  It should not be confused with SCR or any other local clinical record-sharing schemes for patient care.

Refer to NDOP webpages.

How Dr Sajid Zaib implements the NHS Constitution

Principles

The Practice:

• Provides a comprehensive service, available to all irrespective of age, disability, gender reassignment, race, religion or belief, sex or sexual orientation and has a duty to respect their human rights.
• Promotes equality through the service, providing and to paying particular attention to groups or sections of society where improvements in health and life expectancy are not keeping pace with the rest of the population.
• Provides access to services based on clinical need, not on an individual’s ability to pay.
• Aspires to the highest standards of excellence and professionalism, providing safe and effective high-quality care focused on patient experience.
• Ensures that it is effectively lead and managed and its staff receive relevant education, training and development.
• Its services reflect the needs and preferences of patients, their families and carers who will be involved in and consulted on all decisions about their care and treatment.
• Ensures that it works across organisational boundaries and in partnership with other organisations in the interest of patients, local communities and the wider population.
• Is accountable to the public, communities and patients that it serves.

Patient Rights

Patients have the right:

• To receive NHS services free of charge, apart from certain limited exceptions sanctioned by Parliament.
• To access NHS services and not be refused access on unreasonable grounds.
• To expect the Practice to assess the health requirements of the local community and to commission and put in place the services to meet those needs as considered necessary.
• In certain circumstances to go to other European Economic Area countries or Switzerland for treatment which would be available through the NHS.
• Not to be unlawfully discriminated against in the provision of NHS services including on grounds of gender, race, religion or belief, sexual orientation, disability (including learning disability or mental illness) or age.
• To access services within maximum waiting times, or to be offered a range of alternative providers if this is not possible.
• To be treated with a professional standard of care, by appropriately qualified and experienced staff, in a properly approved or registered organisation that meets required levels of safety and quality.
• To be treated with dignity and respect, in accordance with their human rights.
• To accept or refuse treatment that is offered, and not to be given any physical examination or treatment unless valid consent has been given.
• To be given information about their proposed treatment in advance, including any significant risks and any alternative treatments which may be available, and the risks involved in doing nothing.
• To privacy and confidentiality and to expect the Practice to keep their confidential information safe and secure.
• To access to their own health records.
• To choose their GP practice, and to be accepted by that Practice unless there are reasonable grounds to refuse, in which case they will be informed of those reasons.
• To express a preference for using a particular doctor within their GP Practice.
• To make choices about their NHS care and to information to support these choices.
• To be involved in discussions and decisions about their healthcare, and to be given information to enable them to do this.
• To be involved, directly or through representatives, in the planning of healthcare services, the development and consideration of proposals for changes in the way those services are provided, and in decisions to be made affecting the operation of those services.
• To have any complaint you make about NHS services dealt with efficiently, to have it properly investigated, know the outcome and escalate the complaint to the independent Health Service Ombudsman.
• To make a claim for judicial review if they think they have been directly affected by an unlawful act or decision of an NHS body.
• To compensation where they have been harmed by negligent treatment.

Patient Responsibilities

• To make a significant contribution to their own, and their family’s, good health and well-being, and take some personal responsibility for it.
• To treat NHS staff and other patients with respect and recognise that causing a nuisance or disturbance on NHS premises could result in prosecution.
• To provide accurate information about their health, condition and status.
• To keep appointments, or cancel within reasonable time.
• To follow the course of treatment which they have agreed, and talk to their clinician if they find
• this difficult.
• To participate in important public health programmes such as vaccination.
• To ensure that those closest to them are aware of their wishes about organ donation.
• To give feedback – both positive and negative – about the treatment and care they have received, including any adverse reactions they may have had.

Practice Staff Rights

Practice Staff have the right:

• To a good working environment with flexible working opportunities, consistent with the needs of patients and with the way that people live their lives;
• To have a fair pay and contract framework;
• To be involved and represented in the workplace;
• To have healthy and safe working conditions and an environment free from harassment, bullying or violence;
• To be treated fairly, equally and free from discrimination; and
• To raise an internal grievance and if necessary seek redress, where it is felt that a right has not been upheld.

Practice Staff Responsibilities

Practice Staff have the duty:

• To accept professional accountability and maintain the standards of professional practice as set by the appropriate regulatory body applicable to their profession or role.
• To take reasonable care of health and safety at work for themselves, their team and others, and to co-operate with employers to ensure compliance with health and safety requirements.
• To act in accordance with the express and implied terms of their contract of employment.
• Not to discriminate against patients or staff and to adhere to equal opportunities and equality and human rights legislation.
• To protect the confidentiality of personal information that they hold unless to do so would put anyone at risk of significant harm.
• To be honest and truthful in applying for a job and in carrying out that job.

Source:

The NHS Constitution = 8 March 2010:

http://www.dh.gov.uk/prod_consum_dh/groups/dh_digitalassets/@dh/@en/@ps/documents/digitalasset/dh_113645.pdf

We ask you to treat the practice team with courtesy and respect. Physical or verbal abuse in the surgery will not be tolerated under any circumstances – you will be asked to leave the premises and the police will be called.

We reserve the right to remove a patient from the practice list if they are aggressive or abusive to any member of the team.

All our staff are bound by a strict confidentiality policy. This means we are unable to give out medical information to relatives or third parties (except the parents of children under 16) unless we receive written consent from the patient. Your personal health information may be shared with other NHS Organisations for audit purposes and in this instance only anonymised unidentifiable data will be used. If you do not wish your health information to be shared with other NHS organisations, please inform the surgery, preferably in writing.

We would like to request that all patients:

• Use the emergency service only in a genuine emergency
• Ask for a home visit only when the patient is unable to attend the surgery through illness or infirmity
• Always request repeat medication in writing or via Patient Access and allow us 48 hours to prepare the prescription
• Do not contact the surgery for results of tests for 7 days unless requested by the doctor
• Treat all staff with courtesy and respect at all times
• Keep your appointments, be punctual, and let us know as early as possible if your are unable to attend
• An appointment is for one person only
• Let us know when you change your name, address and telephone number
• Tell us about any complaints or misunderstanding as soon as possible to allow us to deal with them
• Let us know when we have done well

Your Personal Information – what you need to know

Your information, what you need to know

This privacy notice explains why we collect information about you, how that information will be used, how we keep it safe and confidential and what your rights are in relation to this.

Why we collect information about you

Health care professionals who provide you with care are required by law to maintain records about your health and any treatment or care you have received.  These records help to provide you with the best possible healthcare and help us to protect your safety.

We collect and hold data for the purpose of providing healthcare services to our patients and running our organisation which includes monitoring the quality of care that we provide. In carrying out this role we will collect information about you which helps us respond to your queries or secure specialist services. We will keep your information in written form and/or in digital form.

Our Commitment to Data Privacy and Confidentiality Issues

As a GP practice, all of our GPs, staff and associated practitioners are committed to protecting your privacy and will only process data in accordance with the Data Protection Legislation.  This includes the General Data Protection Regulation (EU) 2016/679 (GDPR) now known as the UK GDPR, the Data Protection Act (DPA) 2018, the Law Enforcement Directive (Directive (EU) 2016/680) (LED) and any applicable national Laws implementing them as amended from time to time.  The legislation requires us to process personal data only if there is a legitimate basis for doing so and that any processing must be fair and lawful.

In addition, consideration will also be given to all applicable Law concerning privacy, confidentiality, the processing and sharing of personal data including the Human Rights Act 1998, the Health and Social Care Act 2012 as amended by the Health and Social Care (Safety and Quality) Act 2015, the common law duty of confidentiality and the Privacy and Electronic Communications (EC Directive) Regulations.

Data we collect about you

Records which this GP Practice will hold or share about you will include the following:

• Personal Data – means any information relating to an identified or identifiable natural person (‘data subject’); an identifiable natural person is one who can be identified, directly or indirectly, in particular by reference to an identifier such as a name, an identification number, location data, an online identifier or to one or more factors specific to the physical, physiological, genetic, mental, economic, cultural or social identity of that natural person.

• Special Categories of Personal Data – this term describes personal data revealing racial or ethnic origin, political opinions, religious or philosophical beliefs, or trade union membership, and the processing of genetic data, biometric data for the purpose of uniquely identifying a natural person, data concerning health or data concerning a natural person’s sex life or sexual orientation.

• Confidential Patient Information – this term describes information or data relating to their health and other matters disclosed to another (e.g. patient to clinician) in circumstances where it is reasonable to expect that the information will be held in confidence.  Including both information ‘given in confidence’ and ‘that which is owed a duty of confidence’. As described in the Confidentiality: NHS code of Practice: Department of Health guidance on confidentiality 2003.

• Pseudonymised – The process of distinguishing individuals in a dataset by using a unique identifier which does not reveal their ‘real world’ identity.

• Anonymised – Data in a form that does not identify individuals and where identification through its combination with other data is not likely to take place

• Aggregated – Statistical data about several individuals that has been combined to show general trends or values without identifying individuals within the data.

How we use your information

Improvements in information technology are also making it possible for us to share data with other healthcare organisations for the purpose of providing you, your family and your community with better care.  For example, it is possible for healthcare professionals in other services to access your record with or without your permission when the practice is closed.  Where your record is accessed without your permission it is necessary for them to have a legitimate basis in law. This is explained further in the Local Information Sharing at Appendix A.

Whenever you use a health or care service, such as attending Accident & Emergency or using Community Care services, important information about you is collected in a patient record for that service.  Collecting this information helps to ensure you get the best possible care and treatment.

The information collected about you when you use these services can also be used and provided to other organisations for purposes beyond your individual care, for instance to help with:

• improving the quality and standards of care provided by the service
• research into the development of new treatments and care pathways
• preventing illness and diseases
• monitoring safety
• planning services
• risk stratification
• Population Health Management

Safeguarding of children or vulnerable adults

If we have significant concerns or hear about an individual child or vulnerable adult being at risk of harm, we may share relevant information with other organisations, such as local authorities and the Police, involved in ensuring their safety.

Statutory disclosures

Sometimes we are duty bound by laws to disclose information to organisations such as the Care Quality Commission, the Driver and Vehicle Licencing Agency, the General Medical Council, Her Majesty’s Revenue and Customs and Counter Fraud services.  In these circumstances we will always try to inform you before we are required to disclose and we only disclose the minimum information that the law requires us to do so

This may only take place when there is a clear legal basis to use this information.  All these uses help to provide better health and care for you, your family and future generations.  Confidential patient information about your health and care is only used like this where allowed by law or with consent.

Pseudonymised or anonymised data is generally used for research and planning so that you cannot be identified.

A full list of details including the legal basis, any Data Processor involvement and the purposes for processing information can be found in Appendix A.

How long do we hold information for?

All records held by the Practice will be kept for the duration specified by national guidance from Records Management Code of Practice – NHSX. Once information that we hold has been identified for destruction it will be disposed of in the most appropriate way for the type of information it is.  Personal confidential and commercially confidential information will be disposed of by approved and secure confidential waste procedures. We keep a record of retention schedules within our information asset registers, in line with the Records Management Code of Practice for 2021.

Individuals Rights under UK GDPR

Under UK GDPR 2016 the Law provides the following rights for individuals.  The NHS upholds these rights in a number of ways:

1. The right to be informed
2. The right of access
3. The right to rectification
4. The right to erasure (not an absolute right) only applies in certain circumstances
5. The right to restrict processing
6. The right to data portability
7. The right to object
8. Rights in relation to automated decision making and profiling.

Your right to opt out of data sharing and processing

The NHS Constitution states, ‘You have a right to request that your personal and confidential information is not used beyond your own care and treatment and to have your objections considered’.

Type 1 Opt Out

This is an objection that prevents an individual’s personal confidential information from being shared outside of their general practice except when it is being used for the purposes of their individual direct care, or in particular circumstances required by law, such as a public health screening, or an emergency like an outbreak of a pandemic disease. If patients wish to apply a Type 1 Opt Out to their record, they should make their wishes known to the Practice Manager.

National data opt-out (NDOO)

The national data opt-out was introduced on 25 May 2018, enabling patients to opt-out from the use of their data for research or planning purposes, in line with the recommendations of the National Data Guardian in her Review of Data Security, Consent and Opt-Outs.

The national data opt-out replaces the previous ‘Type 2’ opt-out, which required NHS Digital not to use a patient’s confidential patient information for purposes beyond their individual care, for Planning or Research. Any patient that had a type 2 opt-out recorded on or before 11 October 2018 has had it automatically converted to a national data opt-out. Those aged 13 or over were sent a letter giving them more information and a leaflet explaining the national data opt-out.  For more information go to National data opt out programme

To find out more or to register your choice to opt out, please visit www.nhs.uk/your-nhs-data-matters.

On this web page you will:

• See what is meant by confidential patient information
• Find examples of when confidential patient information is used for individual care and examples of when it is used for purposes beyond individual care
• Find out more about the benefits of sharing data
• Understand more about who uses the data
• Find out how your data is protected
• Be able to access the system to view, set or change your opt-out setting
• Find the contact telephone number if you want to know any more or to set/change your opt-out by phone
• See the situations where the opt-out will not apply

Right of Access to your information (Subject Access Request)

Under Data Protection Legislation everybody has the right of access to, or request a copy of, information we hold that can identify them, this includes medical records. There are some safeguards regarding what patients will have access to and they may find information has been redacted or removed for the following reasons;

• It may be deemed to risk causing harm to the patient or others
• The information within the record may relate to third parties who are entitled to their confidentiality, or who have not given their permission for the information to be shared.

Patients do not need to give a reason to see their data. And requests can be made verbally or in writing.  Although we may ask them to complete a form in order that we can ensure that they have the correct information required.

Where multiple copies of the same information is requested the surgery may charge a reasonable fee for the additional copies.

Patients will need to provide proof of identity to receive this information. We will not share information relating to you with other individuals without your explicit instruction or without sight of a legal document.

Patients may also request to have online access to their data, they may do this via the NHS APP, or via the practice’s system. If you would like to access your GP record online click here  Oakfield Surgery

COVID Passport access

Patients may access their Covid passport via the link, the practice cannot provide this document as it is not held in the practice record. If you have any issues gaining access to your Covid Passport or letter you should call: 119

Change of Details

It is important that you tell the surgery if any of your contact details such as your name or address have changed, or if any of your other contacts details are incorrect including third party emergency contact details.  It is important that we are made aware of any changes immediately in order that no information is shared in error.

Mobile telephone number

If you provide us with your mobile phone number, we will use this to send you text reminders about your appointments or other health related information.  It is within our legal duty as a public authority to keep our patients updated with important information.

Email address

Where you have provided us with your email address, we will use this to send you information relating to your health and the services we provide.  If you do not wish to receive communications by email please let us know.

Notification

Data Protection Legislation requires organisations to register a notification with the Information Commissioner to describe the purposes for which they process personal and sensitive information.

We are registered as a Data Controller and our registration can be viewed online in the public register at:  http://ico.org.uk/what_we_cover/register_of_data_controllers

Any changes to this notice will be published on our website and in a prominent area at the Practice.

Data Protection Officer

Should you have any data protection questions or concerns, please contact our Data Protection Officer via the surgery at: a.oakfieldsurgery@nhs.net

What is the right to know?

The Freedom of Information Act 2000 (FOIA) gives people a general right of access to information held by or on behalf of public authorities, promoting a culture of openness and accountability across the public sector.  You can request any non-personal information that the GP Practice holds, that does not fall under an exemption.  You may not ask for information that is covered by the Data Protection Legislation under FOIA.  However, you can request this under a right of access request – see section above ‘Access to your information’.

Right to Complain

If you have concerns or are unhappy about any of our services, please contact the Practice Manager.  Or via the ICO details listed below.

For independent advice about data protection, privacy and data-sharing issues, you can contact:

The Information Commissioner

Wycliffe House

Water Lane

Wilmslow

Cheshire

SK9 5AF

Phone: 0303 123 1113     Website: https://ico.org.uk/global/contact-us

The NHS Care Record Guarantee

The NHS Care Record Guarantee for England sets out the rules that govern how patient information is used in the NHS, what control the patient can have over this, the rights individuals have to request copies of their data and how data is protected under Data Protection Legislation.

The NHS Constitution

The NHS Constitution establishes the principles and values of the NHS in England. It sets out the rights patients, the public and staff are entitled to.  These rights cover how patients access health services, the quality of care you’ll receive, the treatments and programs available to you, confidentiality, information and your right to complain if things go wrong.

https://www.gov.uk/government/publications/the-nhs-constitution-for-england

IT/ELECTRONIC PATIENT RECORDS
STATEMENT OF INTENT FOR OAKFIELD SURGERY
New contractual requirements came into force from 1st April 2015 requiring that GP practices should make available a statement of intent in relation to the following IT developments:-

1. Referral Management
2. Electronic Appointment Booking
3. On line Booking of repeat prescriptions
4. Summary Care Record
5. GP2GP transfers
6. Patient Access to records.

Please find below details of the practice stance with regards to these developments:-

• Referral management
All practices must include the NHS Number as the primary identifier in all NHS clinical correspondence issued by the practice.
We include the NHS Number on all correspondence
• Electronic appointment booking
Practices are required to promote and offer the facility for all patients, who wish to, to book, view, amend, cancel and print appointments online.
We currently offer the facility for booking and cancelling appointments on- line.
• Online booking of repeat prescriptions
Practices are required to promote and offer the facility for all patients, who wish to, to order online, view and print a list of their repeat prescriptions for necessary drugs, medicines or appliances.
We currently offer the facility for ordering repeat prescriptions on-line.
• Interoperable records/Summary Care Record.
Practices are required to enable successful automated uploads of any changes to a patient’s summary information, at least on a daily basis to the Summary Care record.
Having your Summary Care Record 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.
Dr Zaib and Partner already live with SCR. However, 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 the ‘opt out form’ or on our website ………
• GP2GP record transfers
There is a contractual requirement to utilise the GP2GP facility for the transfer of patient records between practices, when a patient registers or de-registers.
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 several weeks for your paper records to reach your new surgery. With GP to GP record transfers, your electronic record is transferred to your new practice much sooner.
Dr Zaib and Partner confirm that GP2GP transfers are already active and we send and receive patient records via this system.

• Patient access to their GP record
Practices are required by 31st March 2016 to promote and offer the facility for patients to view online, export or print the detailed information from their medical record. I.e. information held in coded form.
We are working with our clinical system supplier to achieve this functionality and it is our intention to have this facility available to patients by 31st March 2016