COMPLAINTS PROCEDURE

WHAT TO DO IF YOU ARE NOT HAPPY

If you have a complaint about the service the practice provides you then there is an Informal Complaints Procedure run by the Surgery to deal with concerns. We hope you will use this as it gives us the opportunity of looking into, and if necessary, correcting any problems that may have arisen or mistakes that may have been made. Complaints are welcome and you should not fear discrimination because of your complaint. Your opinions are important and, when appropriate, practice procedures will be modified. Our aim is to maintain and improve where practicable the quality of service provided to patients.

If you wish to make a complaint, please contact the Practice Complaints Manager Stephen Middleton by telephone on 01362 850227 or by letter addressed to the Practice Manager or by email to mattishalladmin.d82039@nhs.net  Your complaint will be investigated, and you will receive further information within 14 working days.

You will then be offered a meeting with a senior member of staff to discuss the matter. You may bring a friend or relative with you to the meeting if you wish. At the meeting we hope to address your concerns fully, provide you with an explanation and discuss any action that may be taken. We trust that, at the end of the meeting you will feel satisfied that the matter has been resolved. If you do not wish to have such a meeting, a letter of explanation will be sent to you.

WHAT HAPPENS IF YOU ARE STILL NOT HAPPY

If you feel that your complaint has not been resolved, the Practice Complaints Manager will be able to advise you about the next stage, you have the right to approach the Parliamentary & Health Service Ombudsman, you may also approach PALS, Healthwatch or the Independent Health Complaints Advocacy.

Click here for a copy of our Patient leaflet.  This is also available at request from Mattishall Reception.

Click here for a copy of our Complaints Policy.

It is important that the NHS keeps accurate and up to date records about your health so that those supporting you can give you the best possible advice, treatment and care.  All staff sign a confidentiality agreement as part of their contract of employment.

The General Data Protection Regulation (GDPR) is a new law that applies from the 25th May 2018 and determines how your personal data is processed and kept safe and the legal rights that you have in relation to your own data.

So what does this mean for patients?  The GDPR sets out the key principles about processing personal data.

• Data must be processed lawfully, fairly and transparently
• It must be collected for specific, explicit and legitimate purposes
• It must be limited to what is necessary for the purposes for which it is processed
• Information must be accurate and kept up to date
• Data must be held securely
• It can only be retained for as long as it is necessary for the reasons it was collected

There are also stronger rights for patients regarding the information that Practices hold about them.

These include:

• Being informed about how their data is used
• Patients having access to their own data
• Patients can ask to have incorrect information changed
• Restrict how their data is used
• Move their patient data from one health organisation to another
• The right to object to their patient information being processed (in certain circumstances)

To comply with this new regulation, we have reviewed our processes, procedures and protocols updating many of these to comply with the changes.

One of the core changes sees an update of our Fair Processing Notice (sometimes known as a Privacy Statement).  This statement discloses the way we gather, use, disclose, and manage the information we hold about you . It fulfils our legal requirement to protect your privacy.

Click here for a copy of our updated Fair Processing Notice.  This is also available at request from Mattishall Reception.

The NHS Business Services Authority has also issued a Privacy Statement regarding the way in which that organisation manages the information it receives from GP Practices and Pharmacies on the prescriptions that are sent to them to fund the medication and appliances that are dispensed to you.

Click here for a copy of the Privacy Statement from NHS Business Services Authority.

One of the other changes linked to the new guidelines relates to data subject access requests (SARs).  An individual can make a SAR to any organisation that they believe is processing their personal data.  This request must be in writing or E Mail.  We have also created a form for patients to complete.  Under the new guidance, responses will be made within one calendar month.  An extension of 2 months can be allowed if necessary taking into account the complexity of the request.  A fee can no longer be charged unless the request is manifestly unfounded or excessive, in which case a fee may be charged or the request refused.

We have updated our Practice policy on subject access requests.  The form to complete can be requested from reception.

If you have any questions around how we collect, manage and share your data, please speak with our Data Protection Officer, Emma Kitcher at Kafico who can be contacted on 07936 656737 or via email info@kafico.co.uk

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

The average pay for GPs working in Mattishall & Lenwade Surgeries in the last financial year 2022/2023 was £63,836 before tax and National Insurance. This is for 3 full time GPs, 4 part time GPs and 1 locum GP who worked in the practice for more than six months.

However, it should be noted that the prescribed method for calculating earnings is potentially misleading because it takes no account of how much time doctors spend working in the practice and should not be used to form any judgement about GP earnings, nor to make any comparison with any other practice

Each patient is allocated a named GP who is responsible for patients’ overall care at the Practice, and all new patients are informed of who this is in their welcome letter. You can contact the Practice at any time if you wish to know who this is.

If you have a preference as to which GP is nominated as your named GP the Practice will make reasonable efforts to accommodate your request. This will not affect your choice of GP when booking an appointment.

There is a new Central NHS Computer System called the Summary Care Record (SCR). It is an electronic record which contains information about the medicines you take, allergies you suffer from and any bad reactions to medicines you have had.

Why do I need a Summary Care Record?

Storing information in one place makes it easier for healthcare staff to treat you in an emergency, or when your GP practice is closed.

This information could make a difference to how a doctor decides to care for you, for example which medicines they choose to prescribe for you.

Who can see it?

Only healthcare staff involved in your care can see your Summary Care Record.

How do I know if I have one?

Over half of the population of England now have a Summary Care Record. You can find out whether Summary Care Records have come to your area by looking at our interactive map or by asking your GP

Do I have to have one?

No, it is not compulsory. If you choose to opt out of the scheme, then you will need to complete a form and bring it along to the surgery. You can use the form at the foot of this page.

More Information

For further information visit the NHS Care records website