Springfield Medical Centre – a local GP surgery in Eccles

We aim to keep our surgery clean and tidy and offer a safe environment to our patients and staff. We are proud of our modern, purpose built practice and endeavour to keep it clean and well maintained at all times.

Important: If you have any concerns about cleanliness or infection control, please report these to our reception staff.

Our GPs and nursing staff follow our Infection Control Policy to ensure the care we deliver and the equipment we use is safe.

We take additional measures to ensure we maintain the highest standards:

• Encourage staff and patients to raise any issues or report any incidents relating to cleanliness and infection control. We can discuss these and identify improvements we can make to avoid any future problems
• Carry out an annual infection control audit to make sure our infection control procedures are working
• Provide annual staff updates and training on cleanliness and infection control
• Review our policies and procedures to make sure they are adequate and meet national guidance
• Maintain the premises and equipment to a high standard within the available financial resources and ensure that all reasonable steps are taken to reduce or remove all infection risk
• Use washable or disposable materials for items such as couch rolls, modesty curtains, floor coverings, towels etc., and ensure that these are laundered, cleaned or changed frequently to minimise risk of infection
• Make alcohol hand rub gel available throughout the building

Accessing your GP held records via the NHS App or NHS website

As your GP practice, we have been asked to provide you with, no later than 31 October 2023, access to your full medical record going forward via the NHS App (and NHS website) if you have a suitable NHS login.

Your GP medical record contains consultation notes based on conversations between you, your GP and their team: medicines prescribed to you; all test results including hospital investigations; allergies; vaccines; and your medical conditions along with documents that may have been sent from local hospitals, clinics or other agencies, eg the police. There is likely to be sensitive and personal information within your medical record.

We are supportive of providing you with access to your record, but we wish to do this safely and make you aware that this is happening so that you can opt out, if you so wish. You may wish to speak with us first to understand what it is that you will see, and the risks which may be involved in having such confidential data either on your smartphone with the NHS App installed or online if other people might have access to that information through your devices. If you are in a difficult or pressured relationship for example, you may prefer your records to remain accessible only to those treating you, with them not appearing on your smartphone or online. Government has been clear that if a patient does not wish to have access, then we do not have to provide it. This is one reason why we have asked if you wish to opt out, or have it switched off for the time being.

For those who would like access, we are happy to explain the different levels you might like. Everyone can have access to their medication history and allergies, for example, and will be able to order their repeat prescriptions. It’s also possible to request access to what we call your ‘coded record’ where you can see a list of medical problems and results. You can also request access to the ‘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.

It’s important to remember that these documents may, at times, contain information that could be upsetting, especially if they contain news of a serious condition. It can also be a cause for worry seeing results online when it isn’t clear what the results might mean, and no one is available to ask, as can be the case during the evening or at weekends, for example. Sometimes people with a mental health condition might prefer not to see documents that remind them of difficult times in their life. Letters from mental health teams sometimes go into detail about past events, and great care would be needed in deciding whether you would want to see these letters. It is possible for individual items to be hidden at your request and your GP would be happy to talk about any concerns you may have.

Great care is also needed in case private details might cause harm at home, should people in a difficult or pressured relationship be forced to show their medical record to an abusive partner. Anyone in such a position should make this clear to us at the practice, so we can take steps to keep you safe. This might mean removing access through the NHS App for the time being, or through a careful process where we hide sensitive things. We would talk this through with you.

Requesting access – what do I need to do?

The easiest way to get access is to create an NHS login through the NHS App. Although you can also access your GP records via the internet on a computer, the first bit is easiest if done through a smartphone. If you don’t have one, you may have a family member or friend you trust who can help you. You can also ask your practice receptionist, but you’ll need some proof of who you are, eg a passport, driving licence or household bill.

If you use the NHS App, you’ll have to set up an account using a unique e-mail address and then ‘authenticate’ yourself to the NHS system to prove you are who you say you are. This will involve confirming your name, date of birth and contact details. The NHS login has several levels of authentication and to gain access to your records you’ll need the highest level of authentication. This generally involves you recording a short video of yourself to prove you are a real person as well as uploading a copy of a suitable identification document. Your GP practice can bypass this step if you are struggling, but we’d ask you to try to sign up to the NHS App yourself.

Once you have suitably authenticated yourself to the NHS App and created your NHS login you can approach your practice and ask for access, being mindful of the risks associated with access and the importance of not sharing passwords or having them stored in your smartphone if you think other people might want to see them without your permission. If you have any concerns, you should explain these to your GP practice team who can guide you.

Your GP practice will have a form they will ask you to complete, with your NHS login (this will be the email address you used to sign up) and then you will have a chat about access and your agreement and understanding will be requested. Once you are happy to get online access, your request will be passed to the clinical team to review. It may be that the practice wishes to contact you to discuss your request if there are any concerns raised so that access can be given safely. We’re not sure how many people will ask for access all at once so there may be a wait, but we will do our best to get you online access as soon as we can.

Purpose and definitions

The purpose of this policy is to provide guidance for staff and assurance to patients that Springfield Medical Centre is committed to continually providing high quality healthcare for all patients and supporting the staff who provide this care. The aim of the policy is to safeguard patients and staff during intimate examinations.

All patients regardless of age, gender, ethnic background, culture, cognitive function, sexual orientation, or marital status have the right to have their privacy and dignity respected.

This respect, explanation, consent, and privacy are more important than the need for a chaperone for the majority of patients.

This policy provides evidence that to ensure when intimate examinations are necessary, that these are performed in a respectful, sensitive, and professional manner and that a chaperone is available for such times that it is identified necessary. By encouraging the use of a chaperone, Springfield Medical Centre wishes to promote a culture of openness between patients and healthcare professionals.

Chaperone

A chaperone is a trained, impartial observer present during an intimate examination of a patient.

He or she is a health professional who is familiar with the procedures involved in the examination. A chaperone is usually the same sex as the patient.

Intimate examination

All medical examinations can be felt to be potentially upsetting to patients.

However, intimate examinations are examinations of the breast, genitalia, and rectum.

However, some patients may regard any examination in which the doctor needs to touch or be very close to them as intimate.

For example, examination of the retina using an ophthalmoscope in a darkened room.

Chaperones will be offered before all intimate examinations for all patients.

Scope

This policy applies to all employees of Springfield Medical Centre, contractors, seconded staff, placements, and agency staff.

Roles, rights, and responsibilities

Patients

• The patient has the right to a chaperone for any examinations, particularly examinations that they feel may be intimate.
• The patient has the right to a chaperone of the same sex.
• The patient has the right to a chaperone who has been trained and understands their examination.
• The patient has the right to have their dignity and privacy respected.
• The patient has the right to decline a chaperone.

Clinicians

Clinicians have a responsibility to offer a chaperone for all appropriate examinations, particularly intimate examinations.

Before an examination they should:

• Explain to the patient why the particular examination is necessary and what it entails so they can give fully informed consent.
• Record the consent discussion in the notes, in addition to the details of chaperone or if a chaperone was offered but declined.
• Allow the chaperone to hear the explanation of the examination and the patient’s consent.

During the examination you should:

• Ensure patients’ privacy during the examination and when they are dressing and undressing, for example by using screens and gowns/sheets.
• Position the chaperone where they can see the patient and how the examination is being conducted.
• Explain what you are going to do before you do it and seek consent if this differs from what you have told the patient before.
• Stop the examination if the patient asks you to.

After an examination you should allow the chaperone to leave the consultation.

Chaperones

Have a responsibility to:

• Understand the nature of the examination.
• Respect the patient’s dignity and confidentiality.
• Be present throughout the entire examination.
• Reassure the patient if they experience distress.
• Protect the patient’s dignity and confidentiality at all times.
• Offer emotional support at an embarrassing or uncomfortable time.
• Facilitate communication, especially if there is a language barrier.
• Be prepared to raise concerns about the clinician’s behaviour.

Practice manager

To update the policy, ensure that it is aligned with national guidelines, distribute appropriately, and ensure that staff are trained at induction and at regular intervals to so they are aware of the principles of chaperoning and the content of the practice policy.

Principles of this policy

This chaperone policy adheres to local and national guidance and policy, including the “NCGST Guidance on the Role and Effective Use of chaperones in Primary and Community Care settings”.

The chaperone policy is clearly advertised through patient information leaflets, websites, and on notice boards.

All patients are encouraged to ask for a chaperone if required at the time of booking an appointment wherever possible.

All staff are aware of, and have received appropriate information in relation to, this chaperoning policy.

All formal chaperones understand their role and responsibilities and are competent to perform that role.

Good practice principles for specific issues

Children and young people

Young people and children will always be provided with a chaperone if they need an examination.

If the young person or child lacks the capacity to consent to examination, we will seek parental consent to undertake this examination, as a parent is often a suitable chaperone for children.

However, in the situation of potential abuse by a parent an alternative will be sought. In this situation, the local child safeguarding lead advice will be sought.

People who decline a chaperone

Where a patient is offered but does not want a chaperone, the clinician will record that the offer was made and declined.

The clinician should explain that they would prefer to have a chaperone, explain that the role of the chaperone is in part to assist with the procedure and provide reassurance. It is important to explore the reasons why the patient does not wish to have a chaperone and to address any concerns they may have.

If the patient still declines, the clinician needs to decide whether or not they are happy to proceed in the absence of a chaperone.

This will be a decision based on both clinical need and the requirement for protection against any potential allegations of an unconsented examination/improper conduct.

Another option to consider is whether or not it would be appropriate to ask a colleague to undertake the examination.

A further option would be to consider referring the patient to secondary care for the examination.

In these cases, it is important to consider whether the potential that this delay in examination and subsequent treatment would not adversely affect the patient’s health.

People who lack capacity

Vulnerable people will always be provided with a chaperone if they need an examination.

For people who require who cannot provide consent or who do not have capacity to provide consent, this will be sought from their legal guardian or carer.

However, in the situation of potential abuse by a carer an alternative will be sought.

In this situation, the local safeguarding lead advice will be sought.

People who have been abused

People who have previously been abused may be more acutely aware of and concerned about physical examination.

In these situations, the clinician may feel that they would prefer to involve a chaperone to provide an additional layer of reassurance to their people for all examinations.

Where no chaperone is available

There may be occasions when a chaperone is unavailable (for example, on a home visit or in the out-of-hours setting).

In such circumstances, the clinician should first consider whether or not on a clinical basis the examination is urgent.

If either the clinician or the patient does not want the examination to go ahead without a chaperone present, or if either of you is uncomfortable with the choice of chaperone, you may offer to delay the examination to a later date when a suitable chaperone will be available, as long as the delay would not adversely affect the patient’s health.

If the examination is clinically indicated on an urgent basis, and the clinician has enough information from the history to indicate that the patient would require an admission to hospital in any event, then it may be appropriate to defer this examination until admission to hospital, again explaining this to the patient and in the referral letter.

If the examination is urgent, and hospital admission is not indicated on the history alone, any delay must not adversely affect the patient’s health, so there may be occasions when a doctor goes ahead in the absence of a chaperone. In such circumstances, the patient’s written consent should be obtained. In addition, the fact that the patient was examined in the absence of a chaperone should be recorded, together with the rationale for this.

Where a friend or relative offers to be a chaperone

In these situations the GMC advice is that ‘a relative or friend of the patient is not an impartial observer and so would not usually be a suitable chaperone, but you should comply with a reasonable request to have such a person present as well as a chaperone’.

Distribution

Employees will be made aware of this policy via TeamNet.

Patients will be made aware of this policy using patient leaflets and on the practice website.

Training

All staff will be given training on the appropriate use of chaperones at induction and at regular intervals thereafter.

Any training requirements will be identified within an individual’s Personal Development Reviews. Training is available in the Training module within TeamNet.

Equality and diversity impact assessment

In developing this policy, an equalities impact assessment has been undertaken. An adverse impact is unlikely, and on the contrary the policy has the clear potential to have a positive impact by reducing and removing barriers and inequalities that currently exist. For example, the ethnic, religious, and cultural background of some women can make intimate examinations particularly difficult; Muslim and Hindu women have a strong cultural aversion to being touched by men other than their husbands.

By having a chaperone of the same sex as the patient present the examination may be made more acceptable. Also, alternatives would be sought, i.e. appointment at a later date when a chaperone is available or at alternative site if correct gender of chaperone not available.

If, at any time, this policy is considered to be discriminatory in any way, the author of the policy should be contacted immediately to discuss these concerns.

Monitoring and reporting

Monitoring and reporting in relation to the chaperone policy are the responsibility of the practice manager.

The following sources will be used to provide evidence of any issues raised in relation to chaperoning:

• Significant and learning events
• Equality and Diversity Training

Any incidents relating to chaperones will be monitored via incident reporting.

Patients may have access to their health records on payment of the current statutory fee. Other healthcare professionals who would require access to these records as part of providing treatment, will also be able to access them.

Any other requests for access to a patient’s health records must be accompanied by a signed letter of consent from the patient otherwise we cannot release records.

Patient records in this practice are sometimes examined for the purpose of medical audit. If you have any objection to this please notify the practice manager.

Patient information is stored on the computer. This is accessed only by Springfield House staff and all records are subject to the Data Protection Act.

Data protection act – patient information

We need to hold personal information about you on our computer system and in paper records to help us to look after your health needs, and your doctor is responsible for their accuracy and safe-keeping. Please help to keep your record up to date by informing us of any changes to your circumstances.

Doctors and staff in the practice have access to your medical records to enable them to do their jobs. From time to time information may be shared with others involved in your care if it is necessary. Anyone with access to your record is properly trained in confidentiality issues and is governed by both a legal and contractual duty to keep your details private.

All information about you is held securely and appropriate safeguards are in place to prevent accidental loss.

In some circumstances we may be required by law to release your details to statutory or other official bodies, for example if a court order is presented, or in the case of public health issues. In other circumstances you may be required to give written consent before information is released – such as for medical reports for insurance, solicitors etc.

To ensure your privacy, we will not disclose information over the telephone or fax unless we are sure that we are talking to you. Information will not be disclosed to family, friends, or spouses unless we have prior written consent, and we do not leave messages with others.

You have a right to see your records if you wish. Please ask at reception if you would like further details and our patient information leaflet. An appointment will be required. In some circumstances a fee may be payable.

Introduction

The Data Protection Act 2018 (DPA) is a UK Act of Parliament that brings the European General Data Protection Regulations (GDPR) in to British Law and updates the Data Protection Act 1998. The DPA requires a clear direction on policy for security of information held within the practice and provides individuals with a right of access to a copy of information held about them.

The practice needs to collect personal information about people with whom it deals in order to carry out its business and provide its services. Such people include patients, employees (present, past and prospective), suppliers and other business contacts. The information we hold will include personal, sensitive and corporate information. In addition, we may occasionally be required to collect and use certain types of such personal information to comply with the requirements of the law. No matter how it is collected, recorded and used (e.g. on a computer or on paper) this personal information must be dealt with properly to ensure compliance with the Data Protection Act 2018.

The lawful and proper treatment of personal information by the practice is extremely important to the success of our business and in order to maintain the confidence of our service users and employees. We ensure that the practice treats personal information lawfully and correctly.

This policy provides direction on security against unauthorised access, unlawful processing, and loss or destruction of personal information.

See also: the “Accessing your records” policy above, which covers requests for access to your records.

1.0 Data protection principles

We support fully and comply with the six principles of the Act which are summarised below:

• Personal data shall be processed fairly and lawfully.
• Personal data shall be obtained/processed for specific lawful purposes, and will only be used for the purpose for which it was collected.
• Personal data held must be adequate, relevant and not excessive.
• Personal data must be accurate and kept up to date, and every reasonable step will be taken to ensure any personal data that is inaccurate is erased or rectified without delay.
• Personal data shall not be kept for longer than necessary.
• Personal data shall be processed in a manner that ensures appropriate security of the personal data.

2.0 Employee responsibilities

All employees will, through appropriate training and responsible management:

• Comply at all times with the above Data Protection Act principles.
• Observe all forms of guidance, codes of practice and procedures about the collection and use of personal information.
• Understand fully the purposes for which the practice uses personal information.
• Collect and process appropriate information, and only in accordance with the purposes for which it is to be used by the practice to meet its service needs or legal requirements.
• Ensure the information is correctly input into the practice’s systems.
• Ensure the information is destroyed (in accordance with the provisions of the Act) when it is no longer required.
• On receipt of a request from an individual for information held about them by or on behalf of immediately notify the practice manager.
• Not send any personal information outside of the United Kingdom without the authority of the Caldicott Guardian / IG Lead.
• Understand that breaches of this Policy may result in disciplinary action, including dismissal.

3.0 Practice responsibilities

The practice will:

• Ensure that there is always one person with overall responsibility for data protection. Currently this person is Thomas Hodson, should you have any questions about data protection. Ester Anderson will take on these responsibilities if the first named individual is absent with illness or on annual leave.
• Maintain its registration with the Information Commissioner’s Office.
• Ensure that all subject access requests are dealt with as per our Access to Medical Records policy.
• Provide training for all staff members who handle personal information.
• Provide clear lines of report and supervision for compliance with data protection and also have a system for breach reporting.
• Carry out regular checks to monitor and assess new processing of personal data and to ensure the practice’s notification to the Information Commissioner is updated to take account of any changes in processing of personal data.
• Develop and maintain DPA procedures to include: roles and responsibilities, notification, subject access, training and compliance testing.
• Display a poster in the waiting room explaining to patients the practice policy plus a copy of the Information Commissioners certificate.
• Make available a leaflet and or a poster in reception on Access to Medical Records for the information of patients. Also display the certificate of registration with the Information Commissioners office.
• Take steps to ensure that individual patient information is not deliberately or accidentally released or (by default) made available or accessible to a third party without the patient’s consent, unless otherwise legally compliant. This will include training on confidentiality issues, DPA principles, working security procedures, and the application of best practice in the workplace.
• Undertake prudence in the use of, and testing of, arrangements for the backup and recovery of data in the event of an adverse event.
• Maintain a system of “Significant Event Reporting” through a no-blame culture to capture and address incidents which threaten compliance.
• Include DPA issues as part of the practice general procedures for the management of risk.
• Ensure confidentiality clauses are included in all contracts of employment.
• Ensure that all aspects of confidentiality and information security are promoted to all staff.
• Remain committed to the security of patient and staff records.
• Ensure that any personal staff data requested by the CCG or NHS, i.e. age, sexual orientation and religion etc., is not released without the written consent of the staff member.

The surgery operates on a policy of mutual respect between patients and staff. We aim to build long term relationships with our patients. However, there may be circumstances when it would be considered reasonable, or in the best interests of the Practice or the patient, to remove patients from our list. The purpose of this policy is therefore to define the practice guidelines for patient removal ensuring that all cases are dealt with fairly.

Below are examples that will trigger the removal process and the resulting action by the practice.

Physical abuse, violence, or threats of the same, including any damage to practice premises

Will be immediately reported to the Police and the person will be immediately removed from the list and referred to the scheme for violent patients.

Crime and deception

Where a patient fraudulently obtains drugs for non-medical reasons, deliberately lies in order to obtain a service or benefit by deception, steals from the practice or attempts to use the doctor to conceal or aid any criminal activity, they will be immediately removed from the list.

Verbal abuse of a member of staff

Normally one written warning will be issued with any further incident resulting in removal from the list, but the practice reserves the right to remove someone instantly depending on the severity and nature of the incident.

Persistent failure to attend appointments

Once an appointment is made, patients are expected to keep it, or inform us in good time that they need to cancel or change it. Failure to do so for three appointments within one year at the surgery will trigger a warning letter. Further failure to attend will result in removal from the list.

Persistent, unreasonable demands

Examples might include pressurising clinicians to prescribe a certain medication that they deem inappropriate or demanding urgent appointments for minor problems. Persistent instances will result in the patient being issued with a warning. A further incident will result in removal.

Persistent abuse of services

If the practice is aware that a patient, or relative, persistently ignores requests to follow procedures set down to ensure safe clinical care for them and other patients, two warnings in writing will be given. On a third occasion, the removal of that patient will be made.

Irretrievable breakdown of the doctor-patient relationship

Occasionally a patient’s behaviour falls outside that which is normally considered reasonable and leads to an irretrievable breakdown of the essential doctor-patient relationship. In some cases, this can be overcome by changing GPs within the practice but in others this will not be appropriate and following written explanation the patient will be removed from the practice list. Examples include sexual advances towards a clinician, making an unfounded allegation against a GP or the practice, or falling out with several clinicians within the practice and insisting on seeing only one.

Distance

If a patient moves outside of the practice boundary, they are automatically deemed to have left the practice and will be removed from the list by the Health Authority.

The practice takes it very seriously if a member of staff or one of the doctors or nursing team is treated in an abusive 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 staff and patients must be in place.

All our staff aim to be polite, helpful, and sensitive to all patients’ individual needs and circumstances. They would respectfully remind patients that very often staff could be confronted with a multitude of varying and sometimes difficult tasks and situations, all at the same time.

The staff 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 behaviour, be it violent or abusive, will not be tolerated 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:

• Using bad language or swearing at practice staff
• Any physical violence towards any member of the Primary Health Care Team or other patients, such as pushing or shoving
• Verbal abuse towards the staff in any form including verbally insulting the staff
• Racial abuse and sexual harassment will not be tolerated within this practice
• 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
• Causing damage/stealing from the practice’s premises, staff or patients
• Obtaining drugs and/or medical services fraudulently

We ask you to always treat your GPs and their staff courteously.

Removal from the practice list

A good patient-doctor 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.

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 doctors or their staff at risk.

A GP surgery can give someone proxy access so they can help another person manage their GP health and care. Proxy access is often granted to trusted individuals to manage health services for a child or someone else they care for.

You can only get online access to the GP services of a child aged under 16 if you are their parent or guardian with legal parental responsibility. Parent and guardian access usually ends when a child is 16. If your child wants or needs you to help manage their GP services when they are 16 or over, your GP surgery can set it up again. If you’re aged 16 or over, you can ask for someone to be your proxy for any reason. It does not stop you having access to your GP services yourself.

If you are both registered at the same GP surgery, you can access services for them online through the NHS App or the NHS website.

A proxy may be able to act for the person they support, by ordering repeat prescriptions, booking appointments, contacting the surgery or speaking to surgery staff, viewing test results or vaccinations, and accessing all or part of the GP health record, to help with health-related tasks and managing health issues.

More information: What is proxy access? (NHS website)

Springfield Medical Centre – Data Privacy Notice, 21/06/2022

We understand how important it is to keep your personal information safe and secure and we take this very seriously. We have taken steps to make sure your personal information is looked after in the best possible way and we review this regularly.

Please read this Privacy Notice (‘Privacy Notice’) carefully, as it contains important information about how we use the personal and healthcare information we collect on your behalf.

1. Why we are providing this privacy notice

We are required to provide you with this Privacy Notice by Law. It explains how we use the personal and healthcare information we collect, store and hold about you.

If you are unclear about how we process or use your personal and healthcare information, or you have any questions about this Privacy Notice or any other issue regarding your personal and healthcare information, then please do contact our Data Protection Officer (details below).

The Law says:

• We must let you know why we collect personal and healthcare information about you;
• We must let you know how we use any personal and/or healthcare information we hold on you;
• We need to inform you in respect of what we do with it;
• We need to tell you about who we share it with or pass it on to and why; and
• We need to let you know how long we can keep it for.

2. The Data Protection Officer

The Data Protection Officer at the Surgery is Claire Rowland. You can contact them at claire.rowland8@nhs.net if:

• You have any questions about how your information is being held;
• If you require access to your information or if you wish to make a change to your information;
• If you wish to make a complaint about anything to do with the personal and healthcare information we hold about you;
• Or any other query relating to this Notice and your rights as a patient.

3. About us

We, at the Springfield Medical Centre are a Data Controller of your information. This means we are responsible for collecting, storing and handling your personal and healthcare information when you register with us as a patient.

There may be times where we also process your information. That means we use it for a particular purpose and, therefore, on those occasions we may also be Data Processors. The purposes for which we use your information are set out in this Privacy Notice.

4. Information we collect from you

The information we collect from you will include:

• Your personal contact details (such as your name, address, contact telephone numbers (landline and mobile) and email address, including place of work and work contact details);
• Details and contact numbers of your next of kin;
• Your age range, gender, ethnicity;
• Details in relation to your medical history;
• The reason for your visit to the Surgery;
• Medical notes and details of diagnosis and consultations with our GPs and other health professionals within the Surgery involved in your direct healthcare.

5. Information about you from others

We also collect personal information about you when it is sent to us from the following:

• a hospital, a consultant or any other medical or healthcare professional, or any other person involved with your general healthcare.

6. Your summary care record

Your summary care record (‘SCR’) is an electronic record of your healthcare history (and other relevant personal information) held on a national healthcare records database provided and facilitated by NHS England.

You can ask your doctor to add further information to your SCR from your medical notes. This can include health problems such as diabetes and your treatment preferences.

This record may be shared with other healthcare professionals and additions to this record may also be made by relevant healthcare professionals and organisations involved in your direct healthcare.

You may have the right to demand that this record is not shared with anyone who is not involved in the provision of your direct healthcare. SCRs improve care, but if you do not want to have a SCR, then you are entitled to opt out. You can tell your GP or you can fill out a SCR opt out form. If you would like a form or wish to enquire further as to your rights in respect of not sharing information contained within this record then please contact our Data Protection Officer.

If you are happy with the use of this information you do not need to do anything. You may however change your mind at any time.

7. National data opt-out

A new national data opt-out was introduced in May 2018, following recommendations from the National Data Guardian. You can opt out of having your confidential patient information shared for reasons beyond your individual care, for example for research and planning.

Your health records contain a type of data called confidential patient information. This data can be used to help with research and planning.

You can choose to stop your confidential patient information being used for research and planning. You can also make a choice for someone else like your children under the age of 13.

To help the NHS respond to coronavirus, your information may be used for coronavirus research purposes even if you have chosen not to share it. Any information used will be shared appropriately and lawfully.

Confidential patient information is when 2 types of information from your health records are joined together. The 2 types of information are:

• something that can identify you;
• something about your health care or treatment; for example, your name joined with what medicine you take.

Identifiable information on its own is used by health and care services to contact patients and this is not confidential patient information.

Health and care staff may use your confidential patient information to help with your treatment and care. For example, when you visit your GP they may look at your records for important information about your health.

Confidential patient information might also be used to:

• plan and improve health and care services;
• research and develop cures for serious illnesses.

You can stop your confidential patient information being used for research and planning. Find out how to make your choice at nhs.uk/your-nhs-data-matters.

If you're happy with your confidential patient information being used for research and planning you do not need to do anything.

Any choice you make will not impact your individual care.

8. Who we may provide your personal information to and why

Whenever you use a health or care service, such as attending Accident & Emergency or using Community Care Services, important information about you is collected to help ensure you get the best possible care and treatment. This information may be passed to other approved organisations where there is a lawful basis, to help with planning services, improving care, research into developing new treatments and preventing illness. All of this helps to improve services and provide better care to you and your family and future generations. However, as explained in this Privacy Notice, confidential information about your health and care is only used in this way where allowed by law and would never be used for any other purpose without your clear and explicit consent.

We may pass your personal information on to the following people or organisations, because these organisations may require your information to assist them in the provision of your direct healthcare needs. It, therefore, may be important for them to be able to access your information in order to ensure they may properly deliver their services to you:

• Hospital professionals (such as doctors, consultants, nurses, etc);
• Other GPs/Doctors;
• Pharmacists;
• Nurses and other healthcare professionals;
• Dentists;
• Any other person that is involved in providing services related to your general healthcare, including mental health professionals.

9. Other people who we provide your information to

• Commissioners;
• Clinical Commissioning Groups;
• Local authorities;
• Community health services;
• For the purposes of complying with the Law e.g. Police, Solicitors, Insurance Companies;
• Anyone you have given your consent to, to view or receive your record, or part of your record. Please note, if you give another person or organisation consent to access your record, we will need to contact you to verify your consent before we release that record. It is important that you are clear and understand how much and what aspects of, your record you give consent to be disclosed.
• Extended Access – we provide extended access services to our patients which means you can access medical services outside of our normal working hours. In order to provide you with this service, we have formal arrangements in place with the Clinical Commissioning Group and with other practices whereby certain key “hub” practices offer this service on our behalf for you as a patient to access outside of our opening hours. This means, those key “hub” practices will have to have access to your medical record to be able to offer you the service. Please note we ensure that those practices comply with the Law and protect the use of your information, we have very robust data sharing agreements and other clear arrangements in place to ensure your data is always protected and used for those purposes only. The key hub practices are St Andrews Medical Centre and City Approach Building.
• Data extraction by the Clinical Commissioning Group – the clinical commissioning group at times extracts medical information about you, but the information we pass to them via our computer systems cannot identify you to them. This information only refers to you by way of a code that only your practice can identify (it is pseudo-anonymised). This therefore protects you from anyone who may have access to this information at the Clinical Commissioning Group from ever identifying you as a result of seeing the medical information and we will never give them the information that would enable them to do this.
• Primary Care Network – we are a member of Eccles Primary Care Network (PCN). This means we will be working closely with a number of other Practices and health and care organisations to provide healthcare services to you. These Practices are listed at the end of this Privacy Notice (Schedule 1). During the course of our work we may share your information with these Practices and other health care organisations/professionals. We will only share this information where it relates to your direct healthcare needs. When we do this, we will always ensure that appropriate agreements are in place to protect your information and keep it safe and secure. This is also what the Law requires us to do. If you would like to see the information the PCN holds about you, please contact claire.rowland8@nhs.net. See also your rights listed below.

10. Anonymised information

Sometimes we may provide information about you in an anonymised form. If we do so, then none of the information we provide to any other party will identify you as an individual and cannot be traced back to you.

11. Your rights as a patient

The Law gives you certain rights to your personal and healthcare information that we hold, as set out below:

A. Access and Subject Access Requests

You have the right to see what information we hold about you and to request a copy of this information.

If you would like a copy of the information we hold about you, please email our Data Protection Officer (claire.rowland8@nhs.net). We will provide this information free of charge however, we may in some limited and exceptional circumstances have to make an administrative charge for any extra copies if the information requested is excessive, complex or repetitive.

We have one month from the date of a request to reply to you and give you the information that you require. We would ask, therefore, that any requests you make are in writing and it is made clear to us what and how much information you require.

B. Online Access

• We are currently working towards offering all existing patients on-line access to their medical records. All new patients will automatically be given on-line access to their records.
• Please note that online access will also provide access to all relevant correspondence attached to your record. It is your responsibility to make sure that you keep your information safe and secure if you do not wish any third party to gain access.

C. Correction

We want to make sure that your personal information is accurate and up to date. You may ask us to correct any information you think is inaccurate. It is very important that you make sure you tell us if your contact details including your mobile phone number has changed.

D. Removal

You have the right to ask for your information to be removed however, if we require this information to assist us in providing you with appropriate medical services and diagnosis for your healthcare, then removal may not be possible.

E. Objection

We cannot share your information with anyone else for a purpose that is not directly related to your health, e.g. medical research, educational purposes, etc. We would ask you for your consent in order to do this however, you have the right to request that your personal and healthcare information is not shared by the Surgery in this way. Please note the Anonymised Information section in this Privacy Notice.

F. Transfer

You have the right to request that your personal and/or healthcare information is transferred, in an electronic form (or other form), to another organisation, but we will require your clear consent to be able to do this.

12. Third parties mentioned on your medical record

Sometimes we record information about third parties mentioned by you to us during any consultation. We are under an obligation to make sure we also protect that third party’s rights as an individual and to ensure that references to them which may breach their rights to confidentiality, are removed before we send any information to any other party including yourself. Third parties can include: spouses, partners, and other family members.

13. How we use the information about you

We use your personal and healthcare information in the following ways:

• when we need to speak to, or contact other doctors, consultants, nurses or any other medical/healthcare professional or organisation during the course of your diagnosis or treatment or on-going healthcare;
• when we are required by Law to hand over your information to any other organisation, such as the police, by court order, solicitors, or immigration enforcement.

We will never pass on your personal information to anyone else who does not need it, or has no right to it, unless you give us clear consent to do so.

14. Lawful justification for collecting and using your information

In accordance with the retained EU law version of the General Data Protection Regulation ((EU) 2016/679) (“UK GDPR”), the Data Protection Act 2018 and any other relevant legislation, regulation, code of practice or guidance the Law says we need a lawful basis to handle your personal and healthcare information.

Contract: We have a contract with NHS England to deliver healthcare services to you. This contract provides that we are under a legal obligation to ensure that we deliver medical and healthcare services to the public.

Consent: Sometimes we also rely on the fact that you give us consent to use your personal and healthcare information so that we can take care of your healthcare needs. Please note that you have the right to withdraw consent at any time if you no longer wish to receive services from us.

Necessary care: Providing you with the appropriate healthcare, where necessary. The Law refers to this as ‘protecting your vital interests’ where you may be in a position not to be able to consent.

Legal obligation: Sometimes the Law obliges us to provide your information to an organisation (see above).

15. Special categories

The Law states that personal information about your health falls into a special category of information because it is very sensitive. Reasons that may entitle us to use and process your information may be as follows:

Public interest: Where we may need to handle your personal information when it is considered to be in the public interest. For example, when there is an outbreak of a specific disease and we need to contact you for treatment, or we need to pass your information to relevant organisations to ensure you receive advice and/or treatment;

Consent: When you have given us consent;

Vital interest: If you are incapable of giving consent, and we have to use your information to protect your vital interests (e.g. if you have had an accident and you need emergency treatment);

Defending a claim: If we need your information to defend a legal claim against us by you, or by another party;

Providing you with medical care: Where we need your information to provide you with medical and healthcare services.

16. How long we keep your personal information

We carefully consider any personal information that we store about you, and we will not keep your information for longer than is necessary for the purposes as set out in this Privacy Notice.

17. If English is not your first language

If English is not your first language you can request a translation of this Privacy Notice. Please contact our Data Protection Officer.

18. Complaints

If you have a concern about the way we handle your personal data or you have a complaint about what we are doing, or how we have used or handled your personal and/or healthcare information, then please contact our Data Protection Officer. However, you have a right to raise any concern or complaint with the UK information regulator, at the Information Commissioner’s Office: ico.org.uk.

19. Our website

The only website this Privacy Notice applies to is the Surgery’s website. If you use a link to any other website from the Surgery’s website, then you will need to read their respective Privacy Notice. We take no responsibility (legal or otherwise) for the content of other websites.

20. Cookies

See the Cookies section of this website for information about cookies.

21. Security

We take the security of your information very seriously and we do everything we can to ensure that your information is always protected and secure. We regularly update our processes and systems and we also ensure that our staff are properly trained. We also carry out assessments and audits of the information that we hold about you and make sure that if we provide any other services, we carry out proper assessments and security reviews.

22. Text messaging and contacting you

Because we are obliged to protect any confidential information we hold about you and we take this very seriously, it is imperative that you let us know immediately if you change any of your contact details.

We may contact you using SMS texting to your mobile phone in the event that we need to notify you about appointments and other services that we provide to you involving your direct care, therefore you must ensure that we have your up to date details. This is to ensure we are sure we are actually contacting you and not another person.

Please note that we have installed a CCTV system in all reception areas and exterior for the safety of our patients/staff and in particular to record and evidence any serious incidents involving patients. We operate this system in accordance with the Law and the codes of practice issued by the Information Commissioners Office as well as other regulatory bodies. Our CCTV is monitored daily and only authorised staff will have access to it.

We will not keep images captured on CCTV for longer than is necessary.

• CCTV recordings are kept for 1 month
• Records are kept on a secure hard drive
• Management staff only have access if required
• Data is destroyed every month

If you believe your image has been captured on our CCTV you have a right to request to see it. Please contact our Data Protection Officer (claire.rowland8@nhs.net), who will be able to assist with your enquiry.

We will always inform you if we record or monitor any telephone call you make to us.

• Recordings are kept for 3 months
• Kept on a hard drive
• Management have access when required and recordings are listened to in a secure office
• Data is destroyed every 3 months

23. Where to find our privacy notice

You may find a copy of this Privacy Notice in the Surgery’s reception, on our website, or a copy may be provided on request.

24. Changes to our privacy notice

We regularly review and update our Privacy Notice. This Privacy Notice was last updated in June 2022.

Schedule 1: practices in Eccles Primary Care Network

• Chapel Medical Centre
• St Andrews Medical Centre
• Monton Medical Centre
• Mosslands Medical Centre
• Irlam Medical Centre
• SPCT