Practice Policies & Patient Information
Accessing someone else’s information
As a parent, family member or carer, you may be able to access services for someone else. We call this having proxy access. We can set this up for you if you are both registered with us.
To requests proxy access:
- collect a proxy access form from reception from 10:00 am to 6:00 pm
Linked profiles in your NHS account
Once proxy access is set up, you can access the other person’s profile in your NHS account, using the NHS App or website.
The NHS website has information about using linked profiles to access services for someone else.
Chaperones
The consultation that takes place between a patient and their doctor/nurse is private and confidential. Quite often an examination is required to help make a diagnosis. This may be straightforward or sometimes can be more personal or of a sensitive nature.
Under these circumstances your doctor will normally seek your agreement to a nurse or other staff member being present or, if a relative or friend has accompanied you to the surgery, they may be able to act as a chaperone if you wish.
If a chaperone is not offered but you would like someone to be present, do not be afraid to tell your doctor.
Procedures that are generally regarded as being of a sensitive nature are:
-
Intimate Examinations
Complaints procedure
We strive to offer a high-quality service that provides an excellent standard of clinical care in a responsive fashion, within the resources available to us.
We recognise that, at times, things could have been done differently or better. If you feel you have cause to complain or raise concerns, please contact us.
We take all suggestions and complaints seriously and will respond to you in accordance with the established mechanisms for complaints within the NHS.
Confidentiality and Medical Records
The Practice complies with data protection and access to medical records legislation. All our staff adhere to a confidentiality policy which means we respect and will not release your personal health information without your consent. Personal details are not given unless relevant to your care e.g. by referral to the hospital.
We respect your right to privacy and keep all your health information confidential and secure. To enable the multi-disciplinary team to provide you with healthcare that meets your individual needs, you should be aware that it is sometimes necessary for us to share medical information with fellow healthcare workers. You have a right to know what information we hold about you.
If you would like to see your records, please email the practice: swlicb.mandthealthmanagers@nhs.net.
GDPR and privacy notice
Please view our practice’s privacy notice below:
All GP practices in England are legally required to share data with NHS Digital for the purposes of Research and Planning under the Health and Social Care Act 2012 (2012 Act). More information about this requirement is contained in the data provision notice issued by NHS Digital to GP practices.
You have the choice to opt out if you wish to you need to complete the attached form and send this to your Practice. You can learn more about how NHS Digital uses your data by viewing the General Practice Data for Planning and Research: GP Practice Privacy Notice – NHS Digital
GP Net Earnings
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.
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 for any judgement about GP earnings, nor to make any comparisons with other practices.
The average pay for GPs working at Mitcham Medical Centre in the last financial year was £88,701 before tax and National Insurance. This is for 2 full time GP and 4 part time GPs.
Organ Donation & Summary Care Records
Organ Donation – CHANGE IN LAW
What is changing? From 20 May 2020, all adults in England will be considered to have agreed to be an organ and tissue donor when they die unless they recorded a decision not to donate or are in one of the excluded groups. This is commonly referred to as an ‘opt out’ system. This means that if you have not confirmed whether you want to be an organ donor – either by recording a decision on the NHS Organ Donor Register or by speaking to friends or family – it will be considered that you agree to donate your organs when you die.
For further information please visit www.organdonation.nhs.uk or phone 0300 303 2094
Summary Care Records
Your Summary Care Records are a summary of your medical records. You can either give consent or opt out from sharing your data.
Privacy Policy
This privacy policy explains how we use any information we collect about you, how you can tell us if you prefer to limit the use of that information and procedures that we have in place to safeguard your privacy.
Information we may collect
When someone visits our website we use a third party service, Google Analytics, to collect standard internet log information and details of visitor behaviour patterns. Google Analytics uses “Cookies”, which are small text files placed on your computer to collect standard internet log information and visitor behaviour information in an anonymous form. No personal identifiable information (i.e. name, address, email address) is collected about you unless you explicitly submit your information via a fill-in form on this website.
The anonymous information generated by the cookies about your use of this website including your IP address (a unique number which identifies an individual computer) is transmitted to Google. This information is then processed to pull together a report on website activity.
Your IP address is collected purely for the purpose of determining where you, as a visitor to our website, are located . We will not link or seek to link an IP address with the identity of a computer user, Google will not associate you IP address with any other data held by Google.
For further information about how Google Analytics uses cookies and IP address data, see http://www.google.com/intl/en/analytics/privacyoverview.html
Access to your personal information
You are entitled to access the personal information that we hold. Please contact us via our contact us page.
Other Websites
This privacy policy only covers this website. Any other websites which may be linked to by our website are subject to their own policy, which may differ from ours.
You can find out more about your rights under data protection legislation from the Information Commissioner’s Office website: www.ico.org.uk
Website Disclaimer
1. Accuracy
Our Practice internet site is intended primarily to provide information about our Practice and Services. We have taken care to ensure that all information provided is accurate and valid. However, the Practice accepts no responsibility for use of the information provided. The advice for patients is as comprehensive and accurate as possible, but it can only be of a general nature and should not be used as a substitute for a consultation with a medical professional.
2. Medical Information on the Web
The internet can be a useful resource for researching medical conditions. It also has inherent weaknesses that you should be aware of. If you use the internet for medical research or information, please be aware of the following points:
-
Always look for a balanced view – do not rely on advice from one site and seek a balanced viewpoint.
-
Remember that anyone can publish anything on the internet. Make sure that the authors’ names and their qualifications are included – anonymous information may not be sourced accurately.
-
Be aware that advertising might influence the site contents – check for commercial sponsorship or advertising which might influence the information on the site.
-
Check that the website is updated regularly.
-
Be cautious of online diagnoses or consultations.
-
Check the websites Privacy and Confidentiality Policy.
-
Be aware that website information or advice sourced from outside the UK might describe treatments not available in the UK.
3. Suitability and Availability
We cannot guarantee that:
-
this website will meet your requirements,
-
that it will be of satisfactory quality,
-
that it will be fit for your particular purpose,
-
that it will not infringe the rights of third parties, or
that it will be secure. -
Further, we cannot guarantee uninterrupted access to our website, or the sites to which it links. We accept no responsibility for any damages arising from the loss of use of this information.
4. Online Consultations
If you decide to use our online advice or consultation features you must be aware that without a physical examination we may decline to give advice and may ask you to attend the surgery for an appointment.
5. Links to Other Websites
All links from our Practice Website to any other websites are provided for information and convenience only. We cannot accept responsibility for sites linked to, or the information found there. A link does not imply an endorsement of a site; likewise, not linking to a particular site does not imply lack of endorsement.
6. Data Collection
Please be aware that we collect contact details of those who wish to communicate with us via e-mail, collect aggregated (non-personal) information about which pages visitors to our website choose to access, and collect information volunteered by visitors to our website (such as survey information and/or site registrations). The information we collect is used to improve the content of our web pages and the quality of our service.
7. Hosting, Networks and Data Storage
Please be aware that our website uses Third Party Service Providers, Vendors and Hosting Partners to provide the necessary hardware, software, networking, storage, and related technology required to support our website.
Your rights and responsibilities
Your rights
We are committed to giving you the best possible service. This will be achieved by working together.
Help us to help you. You have a right to, and the practice will try to ensure that:
-
You will be treated with courtesy and respect.
-
You will be treated as a partner in the care and attention that you receive.
-
All aspects of your visit will be dealt with in privacy and confidence.
-
You will be seen by a clinician of your choice, subject to availability.
-
In an emergency, out of normal opening hours, if you telephone the practice you will be given the number to receive assistance, which will require no more than one further call.
-
You can bring someone with you, however you may be asked to be seen on your own during the consultation. Visit our chaperones page to read more.
-
You have the right to see your medical records or have a copy subject to certain laws.
Your responsibilities
The NHS belongs to all of us. There are things that we can all do for ourselves and for one another to help it work effectively, and to ensure resources are used responsibly.
Therefore, we would respectfully request that you:
-
Our Practice supports the NHS zero-tolerance zone campaign. Please treat practice staff and other patients with the same consideration and courtesy you would like for yourself. Please understand that violence, or the causing of nuisance or disturbance on NHS premises, could result in prosecution.
-
Please recognise that you can make a significant contribution to your own, and your family’s, good health and well-being, and take personal responsibility for it.
-
Please provide accurate information about your health, condition and status.
-
Please participate in important public health programmes such as vaccinations.
-
Please request home visits before 10:30, where possible.
-
Please ensure that you order your repeat medication in plenty of time allowing 48 working hours.
-
Please ensure that you have a basic first aid kit at home and initiate minor illness and self-care for you and your family if you feel competent to do so.
-
Please attend any specialist appointments that have been arranged for you or cancel them if your condition has resolved or you no longer wish to attend.
-
Attend appointments on time, patients who are more than 10 minutes late for their appointment may not be seen.
-
If you are unable to make your appointment or no longer need it, please give the practice adequate notice that you wish to cancel your appointment.
-
An appointment is for one person only. Where another family member needs to be seen or discussed, another appointment should be made.
-
Patients should make every effort to present at the practice to ensure the best use of nursing and medical time. Home visits should be medically justifiable and not requested for social convenience.
-
Please inform us when you move home, change your name or telephone number, so that we can keep our records correct and up to date.
-
Your ideas and suggestions whether complimentary or critical are important in helping us to provide a first class, safe, friendly service. If a family member or someone you are a carer for is a patient and unable to provide feedback, you are encouraged to give feedback about their experiences on their behalf.
Zero Tolerance Violence Policy
Our practice supports the NHS zero- tolerance zone campaign. Violent, threatening or abusive patients will be reported to the police and removed from the GPs list. We ask that you treat your GP and practice staff with courtesy, without violence, threat of violence or abuse.
All practices, in line with government guidelines, have a ‘Zero Tolerance to Violence’ policy. This means that any violent or abusive behaviour or perceived threatening behaviour, whether verbal or otherwise to staff or members of the public on practice premises will not be tolerated. We can refuse to provide a service, report the incident to the police and request that the patient and their family be removed from their practice list.