Complaints/Compliments/Ideas/Suggestions

Don’t tell other people – tell us!

If you have had any problems regarding the service provided by our practice then we need, and want, to hear about them. Helen, our practice manager, is available to discuss issues promptly and in confidence, or you can request a complaints pack and put your concerns in writing.

On the other hand if you’ve got something positive to tell us, or a suggestion on how we might improve our services, then we’d equally love to hear about it.  You can also leave a review on Google or the NHS Choices website.

You can either write in with your complaint (or praise!), call 01642 483638 and ask for an appointment with Helen, or fill in our feedback form on the Contact Us page of this website and we will reply within 48hours.

Confidentiality and Data Protection

We record some of our patients’ data on our computer which is linked to the Tees Health Authority. Without doing this, many of our services would be difficult to organise and this may in turn affect our ability to provide an appropriate level of service to you. For example, repeat prescriptions are computerised to aid the accuracy and speed of issuing the correct medication. However, The Data Protection Act 1998 and Access to Health Records Act 1990 give patients the right to see written records and/or any records held on our computer. Requests are by appointment and may be subject to an administration charge. Please contact our Practice Manager – Helen.

No information will ever be released to another person (other than for a patient under the age of 16 – to a parent/guardian) unless a signed letter of authorisation is provided, or unless we are legally obliged to do so.

Privacy Notice

The Coatham Surgery has a legal duty to explain how we use any personal information we collect about you, as a registered patient, at the practice. Staff at this practice maintains records about your health and the treatment you receive in electronic and paper format.

What information do we collect about you? We will collect information such as personal details, including name, address, next of kin, records of appointments, visits, telephone calls, your health records, treatment and medications, test results, X-rays, etc. and any other relevant information to enable us to deliver effective medical care.

How we will use your information Your data is collected for the purpose of providing direct patient care; however, we can disclose this information if it is required by law, if you give consent or if it is justified in the public interest. The practice may be requested to support research; however, we will always gain your consent before sharing your information with medical research databases such as the Clinical Practice Research Datalink and Q Research or others when the law allows.

In order to comply with its legal obligations, this practice may send data to NHS Digital when directed by the Secretary of State for Health under the Health and Social Care Act 2012. Additionally, this practice contributes to national clinical audits and will send the data that is required by NHS Digital when the law allows. This may include demographic data, such as date of birth, and information about your health which is recorded in coded form; for example, the clinical code for diabetes or high blood pressure.

Processing your information in this way and obtaining your consent ensures that we comply with Articles 6(1)(c), 6(1)(e) and 9(2)(h) of the GDPR.

Maintaining confidentiality and accessing your records We are committed to maintaining confidentiality and protecting the information we hold about you. We adhere to the General Data Protection Regulation (GDPR), the NHS Codes of Confidentiality and Security, as well as guidance issued by the Information Commissioner’s Office (ICO). You have a right to access the information we hold about you, and if you would like to access this information, you will need to complete a Subject Access Request (SAR). Please ask at reception for a SAR form and you will be given further information. Furthermore, should you identify any inaccuracies; you have a right to have the inaccurate data corrected.

Risk stratification Risk stratification is a mechanism used to identify and subsequently manage those patients deemed as being at high risk of requiring urgent or emergency care. Usually this includes patients with long-term conditions, e.g. cancer. Your information is collected by a number of sources, including The Coatham Surgery; this information is processed electronically and given a risk score which is relayed to your GP who can then decide on any necessary actions to ensure that you receive the most appropriate care.

Invoice validation Your information may be shared if you have received treatment to determine which Clinical Commissioning Group (CCG) is responsible for paying for your treatment. This information may include your name, address and treatment date. All of this information is held securely and confidentially; it will not be used for any other purpose or shared with any third parties.

Opt-outs You have a right to object to your information being shared. Should you wish to opt out of data collection, please contact a member of staff who will be able to explain how you can opt out and prevent the sharing of your information; this is done by registering to opt out online (national data opt-out programme) or if you are unable to do so or do not wish to do so online, by speaking to a member of staff.

Retention periods In accordance with the NHS Codes of Practice for Records Management, your healthcare records will be retained for 10 years after death, or if a patient emigrates, for 10 years after the date of emigration.

What to do if you have any questions Should you have any questions about our privacy policy or the information we hold about you, you can:

  1. Contact the practice’s data controller via email at STCCG.A81045@nhs.net. GP practices are data controllers for the data they hold about their patients
  2. Write to the data controller at The Coatham Surgery, Coatham Road, REDCAR TS10 1SR
  3. Ask to speak to the practice manager Mrs Helen Williams

External Lead for support and guidance for The Coatham Surgery is:- Liane Cotterill, Senior Governance Manager & Data Protection Officer, North of England Commissioning Support, Teesdale House, Westpoint Road, Thornaby, Stockton-On-Tees, TS17 6BL

Complaints In the unlikely event that you are unhappy with any element of our data-processing methods, you have the right to lodge a complaint with the ICO. For further details, visit ico.org.uk and select ‘Raising a concern’.

How we use your Medical Records

Important information for patients

This practice handles medical records in-line with laws on data protection and confidentiality.

We share medical records with those who are involved in providing you with care and treatment.

In some circumstances we will also share medical records for medical research, for example to find out more about why people get ill.

We share information when the law requires us to do so, for example, to prevent infectious diseases from spreading or to check the care being provided to you is safe.

You have the right to be given a copy of your medical record.

You have the right to object to your medical records being shared with those who provide you with care.

You have the right to object to your information being used for medical research and to plan health services.

You have the right to have any mistakes corrected and to complain to the Information Commissioner’s Office. Please see the practice privacy notice on the website or speak to a member of staff for more information about your rights.

For more information ask at reception for a leaflet OR visit our website coathamsurgery.co.uk

Should you have any concerns about how your information is managed at the surgery, please contact Helen Williams, Practice Manager our named Data Protection Officer.

External Lead for support and guidance from our CCG nominated Data Protection Officer – Liane Cotterill, Senior Governance Manager & Data Protection Officer, North of England Commissioning Support, Teesdale House, Westpoint Road, Thornaby, Stockton on Tees,TS17 6BL.

If you are still unhappy following a review by the practice, or our local lead, you can them complain to the Information Commissioners Office (ICO) via their website www.ico.gov.uk

Non Attendance

As a courtesy to your fellow patients and clinical staff, please attend your appointment by the allotted time or let us know if you need to cancel your appointment so that it can be released to assist another patient. Clinician appointments are usually allocated 10 minutes. If you are late, the clinician will ask you to re-book your appointment if it is a non-urgent matter.

Zero Tolerance

The Practice has a policy of “zero tolerance” of verbal and physical violence towards GPs, staff or other patients.

We work hard to make your surgery a safe and pleasant environment. Therefore we strongly support the NHS policy on zero tolerance. Anyone attending the surgery who abuses the GPs, staff or other patients be it verbally, physically or in any threatening manner whatsoever, will risk removal from the practice list. In extreme cases we may summon the police to remove offenders from the practice premises.

Examples of Unacceptable Behaviour

  • Violence
  • Threatening or abusive language involving swearing or offence remarks
  • Derogatory racial or sexual remarks
  • Malicious allegations relating to members of staff, other patients or visitors
  • Offensive sexual gestures or behaviours
  • Abusing alcohol or drugs on practice premises
  • Drug dealing on practice premises
  • Wilful damage to practice property
  • Threats or threatening behaviour

Equal Opportunities

The practice fulfils equal opportunities, disability discrimination and sex discrimination regulations, ensuring that everyone receives fair and equal treatment.

Chaperone Service

Certain consultations and treatments require our GPs to undertake intimate examinations of their patients. In these situations, all our staff will always consider your comfort, dignity and privacy as a priority. However, if you would feel more at ease, you are entitled to request a chaperone be present with you during such examinations.

Please tell your Doctor before the examination starts if you would like a chaperone, and the surgery will be able to provide one.

Disclaimers

Accuracy

This website has been designed to provide our patients with information only. We will endeavour to ensure that the site is kept up to date and that all information provided is accurate, however, the Practice cannot be held responsible for any situations arising from use of the information provided. The information provided on this site should never be used as a substitute for you, the patient, consulting their own doctor.

Availability

Whilst we will try to provide access to this site 24/7, we cannot guarantee uninterrupted acces to it, or the sites to which it links. We accept no responsibility for any damages arising from the loss of use of this information.

Links

Any links from this website are intended to offer our patients access to further information in a convenient manner. The practice cannot accept responsibility for sites linked to, or the information found there. Please be aware that by linking to particular sites we are not endorsing them; neither do we imply a lack of endorsement by not linking to a particular site.

Important note to patients: When consulting the Internet for medical information

  • Always look at more than one website/source to ensure you get a balanced view – where possible consult additional information sources other than a website to compare opinions.
  • Be cautious when reading – don’t forget the Internet is a free for all; anyone can publish anything!
  • Check to see who supplied the information on the site – who are they? What are there qualifications?
  • Check that the site has been updated recently and is not out of date.
  • Make sure the site isn’t sponsored by an associated company or product, it could just be an advert in disguise meaning the information is biased.
  • Never rely solely on information you find online. Always consult your GP if you feel you have a medical condition that requires consultation.

 

Freedom of Information

The Freedom of Information Act 2000 obliges the practice to produce a Publication Scheme. A Publication Scheme is a guide to the ‘classes’ of information the practice intends to routinely make available.

This scheme is available from reception.