Practice Policies & Patient Information
Access to Medical Records
In accordance with the Data Protection Act 2018 and Access to Health Records Act, patients may request to see their medical records. Such requests should be made through the practice manager. No information will be released without the patient consent unless we are legally obliged to do so.
Please click here to download a Subject Access Request (access to medical records) form
Access To Medical Records Policy
To view our Access To Medical Records Policy, please click here.
Business Continuity Plan
To view our Business Continuity Plan, please click here.
Caldicott Policy
To view our Caldicott Policy, please click here.
Coding Protocol
To view our Coding Protocol, please click here.
Complaints and Comments Procedure
We make every effort to give the best service possible to everyone who attends our practice.
However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.
To pursue a complaint please contact the Practice Manager who will deal with your concerns appropriately. Further written information is available regarding the complaints procedure from Reception.
To view our Complaints and Comments Procedure, please click here.
Confidentiality & Medical Records
The practice complies with data protection and access to medical records legislation. Identifiable information about you will be shared with others in the following circumstances:
- To provide further medical treatment for you e.g. from district nurses and hospital services.
- To help you get other services e.g. from the social work department. This requires your consent.
- When we have a duty to others e.g. in child protection cases anonymised patient information will also be used at local and national level to help the Health Board and Government plan services e.g. for diabetic care.
If you do not wish anonymous information about you to be used in such a way, please let us know.
Reception and administration staff require access to your medical records in order to do their jobs. These members of staff are bound by the same rules of confidentiality as the medical staff.
Confidentiality Code of Practice
To view our Confidentiality Code of Practice, please click here.
Confidentiality Policy for Patients Under 13 Years of Age
To view our Confidentiality Policy for Patients Under 13 Years of Age, please click here.
Cyber Resilience Policy
To view our Cyber Resilience Policy, please click here.
Data Choices
Your Data Matters to the NHS
Information about your health and care helps us to improve your individual care, speed up diagnosis, plan your local services and research new treatments. The NHS is committed to keeping patient information safe and always being clear about how it is used.
Download a copy of the patient leaflet
How your data is used
Information about your individual care such as treatment and diagnoses is collected about you whenever you use health and care services. It is also used to help us and other organisations for research and planning such as research into new treatments, deciding where to put GP clinics and planning for the number of doctors and nurses in your local hospital. It is only used in this way when there is a clear legal basis to use the information to help improve health and care for you, your family and future generations.
In doing so, the practice ensures that it is at all times complying with the current data protection acts and regulation policies. Please follow the links below for more information on these.
How York Surgery uses your information to provide you with healthcare
How your information is shared so that this practice can meet legal requirements
How your information is used for medical research and to measure the quality of care
How your information is used in National screening programmes
Data Protection Impact Assessments
To view our Data Protection Impact Assessments, please click here.
Data Security & Protection Policy
To view our Data Security & Protection Policy, please click here.
Data Security and Protection Toolkit Guidance
To view our Data Security and Protection Toolkit Guidance, please click here.
Electronic Patient Records Policy
To view our Electronic Patient Records Policy, please click here.
Freedom of Information
Information about the General Practioners and the practice required for disclosure under this act can be made available to the public. All requests for such information should be made to the practice manager.
GDPR Policy
To view our GDPR Policy, please click here.
General Patient Data Flow – Privacy Impact Assessment
To view our General Patient Data Flow – Privacy Impact Assessment, please click here.
Information Governance Policy
To view our Information Governance Policy, please click here.
Information Processing and Individual Rights Policy
To view our Information Processing and Individual Rights Policy, please click here.
IOC Registration Certificate
To view our IOC Registration Certificate, please click here.
National NHS Data Sharing and Data Opt-out
The NHS is changing and improving the way they collect data from GP practices about patient care. For more information, please click here.
For comprehensive information on how the NHS collects and uses your data, follow this link: Looking after your data – NHS Digital
You can choose of opt out of data sharing. Follow this link for more information: Opt out of data sharing – NHS Digital
To manage your Type 1 Data sharing Opt out, follow this link: Make your choice about sharing data from your health records – NHS (www.nhs.uk)
NHS Constitution
Introduction
The NHS is founded on a common set of principles and values that bind together the communities and people it serves – patients and public – and the staff who work for it.
This Constitution establishes the principles and values of the NHS in England.
It sets out rights to which patients, public and staff are entitled, and pledges which the NHS is committed to achieve, together with responsibilities which the public, patients and staff owe to one another to ensure that the NHS operates fairly and effectively.
All NHS bodies and private and third sector providers supplying NHS services are required by law to take account of this Constitution in their decisions and actions.
The Constitution will be renewed every 10 years, with the involvement of the public, patients and staff.
How York Surgery 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.
- Supports staff when they raise concerns about the service by ensuring their concerns are fully investigated and that there is someone independent, outside of their team, to speak to.
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;
- To raise any concern with their employer, whether it is about safety, malpractice or other risk, in the public interest, without suffering any detriment.
NHS Pledge to Staff Members
The NHS Commits:
- To provide all staff with clear roles and responsibilities and rewarding jobs for teams and individuals that make a difference to patients, their families and carers and communities;
- To provide all staff with personal development, access to appropriate training for their jobs and line management support to succeed;
- To provide support and opportunities for staff to maintain their health, well-being and safety;
- To engage staff in decisions that affect them and the services they provide, individually, through representative organisations and through local partnership working arrangements. All staff will be empowered to put forward ways to deliver better and safer services for patients and their families;
- To support all staff in raising concerns at the earliest reasonable opportunity about safety, malpractice or wrongdoing at work, responding to and, where necessary, investigating the concerns raised and acting consistently with the Public Interest Disclosure Act 1998.
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.
- To play their part in ensuring the success of the NHS and delivering high-quality care by:
- Maintaining the highest standards of care and service, taking responsibility not only for the care they personally provide, but also for their wider contribution to the aims of their team and the NHS as a whole;
- Taking up training and development opportunities provided over and above those legally required of their particular post;
- Actively taking part in sustainably improving services by working in partnership with patients, the public and communities;
- Raising any genuine concern they may have about a risk, malpractice or wrongdoing at work (such as a risk to patient safety, fraud or breaches of patient confidentiality), which may affect patients, the public, other staff or the Practice itself, at the earliest reasonable opportunity;
- Being open with patients, their families, carers or representatives, including if anything goes wrong; welcoming and listening to feedback and addressing concerns promptly and in a spirit of co-operation. Staff should contribute to a climate where the truth can be heard and the reporting of, and learning from, errors is encouraged;
- Viewing the services they provide from the standpoint of a patient, and involve patients, their families and carers in the services they provide, working with them, their communities and other organisations, and making it clear who is responsible for their care.
Source:
The NHS Constitution = 8 March 2012:
Practice Charter
Our Aims
- We will ensure you are treated in a confidential manner with respect and courtesy at all times.
- We aim to ensure that a patient has access to a trained clinician within 48 hours of their request.
- Patient medical records are private and confidential at all times. We do not pass any personal identifiable information to non-health third parties without your explicit written consent. Patients may make a written request to see their Medical Record. There will be a fee for this. Enquiries maybe made at Reception.
- We aim to provide the best possible service to our patients, however, if you feel you have cause to complain, the complaint will be dealt with discreetly.
Patient Responsibilities
- Please only ask for a home visit if you or a member of your family are unable to attend the surgery. Please phone before 10:30am.
- Please only ask for an out-of-hours visit if it is truly necessary and cannot wait till the next surgery.
- Please cancel appointments you cannot keep so they can be offered to other patients.
- If you are coming as a family please book separate appointments for each person.
- For many illnesses you can help yourself. Self-help information is available. Alternatively, for health information and telephone advice please phone NHS 111.
- Please let us know of any changes to your name, phone number or address so we can keep your records up to date and can contact you in an emergency.
- No Mobile phones to be used on surgery premises
- Please treat our staff with courtesy and respect. Any violence or abuse (verbal or otherwise) toward staff or any persons on the premises will not be tolerated. We operate a zero tolerance policy and firm action will be taken if such behaviour is noted.
Record Keeping Policy and Protocol
To view our Record Keeping Policy and Protocol, please click here.
Records Retention Policy
To view our Records Retention Policy, please click here.
Scanning Documents Protocol
To view our Scanning Documents Protocol, please click here.
Smart Card Procedures and Usage Policy
To view our Smart Card Procedures and Usage Policy, please click here.
Summary Care Record
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
Text Message Consent
To register for or opt out of receiving text message reminders, please click here.
Transfer Patient Records to Another Practice Protocol
To view our Transfer Patient Records to Another Practice Protocol, please click here.
Violence Policy
The NHS operate a zero tolerance policy with regard to violence and abuse and the practice has the right to remove violent patients from the list with immediate effect in order to safeguard practice staff, patients and other persons. Violence in this context includes actual or threatened physical violence or verbal abuse which leads to fear for a person’s safety. In this situation we will notify the patient in writing of their removal from the list and record in the patient’s medical records the fact of the removal and the circumstances leading to it.
Workplace Data Protection Policy
To view our Workplace Data Protection Policy, please click here.