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 Cheryl Jones who will deal with your concerns appropriately.

Everyone working for the NHS has a legal duty to keep information about you confidential.

You may be receiving care from other people as well as the NHS. So that we can all work together for your benefit we may need to share some information about you.

We only ever use or pass on information about you if people have a genuine need for it in your and everyone’s interests. Whenever we can we shall remove details that identify you.

The sharing of some types of very sensitive personal information is strictly controlled by law.
Anyone who receives information from us is under a legal duty to keep it confidential.

Under 16s

The duty of confidentiality owed to a person under 16 is as great as the duty owed to any other person. Young people aged under 16 years can choose to see health professionals, without informing their parents or carers. If a GP considers that the young person is competent to make decisions about their health, then the GP can give advice, prescribe and treat the young person without seeking further consent.

However, in terms of good practice, health professionals will encourage young people to discuss issues with a parent or carer. As with older people, sometimes the law requires us to report information to appropriate authorities in order to protect young people or members of the public.

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

The average pay for GPs working in The Park Medical Centre in the last financial year was £84815.00 before Tax and National Insurance.  This is for 5 part time GP who worked in the practice for more than six months.

Provision of Information to Third Parties

The practice may share your personal information with other NHS organisations where this is appropriate for your healthcare.

In other circumstances we may approach you for specific consent to release personal information to third parties.

In some circumstances there are statutory or ethical obligations to disclose information to others (such as public health issues) which may not require your consent. However you will be consulted about these in advance unless there is an over-riding public interest in not doing so.

We ask you for information so that you can receive proper care and treatment.

We keep this information, together with details of your care, because it may be needed if we see you again.

We may use some of this information for other reasons: for example to help us protect the health of the public generally and to see that the NHS runs efficiently, plans for the future, trains its staff, pays its bills and can account for its actions. Information may also be needed to help educate tomorrow’s clinical staff and to carry out medical and other health research for the benefit of everyone.

Sometimes the law requires us to pass on information: for example, to notify a birth.

You have a right of access to your health records. All requests for access must be in writing using the form provided by the practice.

Our contract to provide general medical services is granted by NHS England, via it’s local Area Team. The practice aims to contract all services that the Area Team makes available to general practice in order to provide our patients with the maximum possible healthcare.

If you’d like more information, please go to the NHS England Website.

Birmingham and Solihull Integrated Care Board (ICB)

NHS Birmingham and Solihull Integrated Care Board (ICB) has been established as the statutory NHS organisation responsible for NHS function and budgets. They were legally established on 1 July 2022, after abolition of Clinical Commissioning Groups, following the Health and Care Act 2022 receiving Royal Assent.

An ICB is a statutory NHS organisation responsible for developing a plan for meeting the health needs of the Birmingham and Solihull population, managing the NHS budget and arranging for the provision of health services in the Integrated Care System (ICS) area.

You can find out more about the ICB and what they do, on their website.

We share the fundamental principles and frameworks outlined by NHS England and the ICB. This allows us to maintain and deliver the highest standard of care. It also helps us build a healthier and happier community in Birmingham.

The practice operates using NHS funding, in a financially transparent, stable and sustainable way. This ensures that we consistently deliver the highest level of care possible to all of our patients.

To ensure our performance and the service we provide to our patients is aligned with our ambitions and core values, The Park Medical Centre regularly reviews feedback given through a variety forums, using feedback given by our patients to challenge our current performance to effectively evolve and develop our services for the benefit of those we care for.

To review the feedback we have received through the NHS Choices platform or to submit feedback yourself, please visit: Ratings and reviews – The Park Medical Centre – NHS (www.nhs.uk)

The Surgery works within the Quality and Outcomes framework (QOF) to make sure multiple aspects of our patients care is monitored, with appropriate measures taken where necessary. For further information on our performance regarding QOF, our patient demographic, the satisfaction levels of our patients and for a further opportunity for feedback to be given, please visit our National General Practice Profile: National General Practice Profiles – Data – OHID (phe.org.uk)

The practice aims to deliver the best possible care to all of its patients in a safe and appropriate environment using appropriate staff and techniques. In order to provide this high standard of care the patient should consider his/her rights and responsibilities when engaging with the practice.

Patient Rights

We believe the patients should always have the following rights:

• The right to be treated in a courteous and efficient manner by the appropriately trained staff.
• To be offered equal treatment comparable to others and therefore not to be discriminated by race, gender, social class, age, religion, sexual orientation, appearance, disability or medical condition.
• To be treated in an environment that is safe and meets national guidelines.
• To have all information protected by the Data Protection Act and national guidelines on Patient Confidentiality.
• Be able to access Medical Records in line with national guidelines.
• Be free to comment on the services provided by City Health Centre.

Patient Responsibilities

To help provide the best care possible for our local community, we expect that patients are able to:

• To treat the staff of City Health Centre in a courteous manner offering all information perceived to aid in your treatment.
• To be courteous to all other patients at City Health Centre
• To maintain all appointments or provide at least 24 hours notice of cancellation in order to offer another patient the valuable consultation time
• To maintain the Doctor – Patient relationship
• To take action on advice given by clinicians and administrative staff.

What is risk stratification?

There are two kinds of risk stratification:

The first kind is a process for identifying some patients within a Practice who might benefit from extra assessment or support with self-care because of the nature of their health problems. The process is a mixture of analysis of information by computer followed by review of the results by a clinical team at the Practice.

The analysis can, for example, help predict the risk of an unplanned hospital Admission so that preventative measures can be taken as early as possible to try and avoid it. In the end, it is the clinical team of the GP Practice that will decide how your care is best managed.

The second kind is a process for identifying patterns of ill health and needs across our local population. This will be done by pulling together all the information in an anonymised file (where your identity has been removed) to look at patterns and trends of illness across Leicester, Leicestershire and Rutland as a whole. This will help our Public Health Department and those in the NHS who are responsible for planning and arranging health services across Leicester, Leicestershire and Rutland (known as commissioners) better understand the current and possible future health needs of the local population. This will help them make provision for the most appropriate health services for the people of this area. This group of staff will not be able to identify you as an individual under any circumstances.

In both cases secure NHS systems and processes will protect your health information and patient confidentiality at all times

What information about me will be analysed?

The minimum amount of information about you will be used. The information included is:

• Age
• Gender
• GP Practice and Hospital attendances and admissions
• Medications prescribed
• Medical conditions (in code form) and other things that may affect your health such as height, weight for example.

How will my information be kept secure and confidential?

Information from your GP record will be sent via a secure computer connection to a special location called a ‘safe haven’ at NHS Arden and Greater East Midlands Commissioning Support Unit (NHS Arden & GEM CSU) in Leicester This safe haven carries special accreditation from the NHS. It is designed to protect the confidentiality of your information. There are strict controls in place. It enables information to be used in a way that does not identify you. The GP Practice remains in control your information at all times.

Before any analysis starts, any information that could identify you will be removed and replaced by a number. The analysis is done by computer. The results are returned to the GP Practice. Only your GP Practice can see the results in a way that identifies you.

What will my GP Practice do with the analysis?

The results can help the clinical team decide on some aspects of your future care. For example, if the clinical team at the Practice think that you might benefit from a review of your care, they can arrange this. You may then be invited in for an appointment to discuss your health and treatment. If the Practice thinks you might benefit from referral to a new service, this will be discussed with you firstly.

What if I want to opt out?

If you do not wish this to happen then it is important that you let us know.

How do I enhance my Summary Care Record with additional information?

What is a Summary Care Record (SCR)?

Your Summary Care Record is an electronic summary of key information from your GP medical record. If you need healthcare away from your usual doctor’s surgery, your SCR will provide those looking after you with this information to help them give you better and quicker care.

This can be especially useful:

• in an emergency
• when you are on holiday
• when your surgery is closed
• at out-patient clinics
• when you visit a pharmacy

Summary Care Record – your 3 options:

You can choose how much information is shared through your Summary Care Record. You are much more likely to reap the benefits of SCR if you choose the enhanced version (option 2).

As one of our patients, you’ll always be given an appointment with a suitably qualified clinician. However, from time to time we may ask you to also see our training GPs.

If you do see a trainee doctor, your consultation will normally be longer than our standard appointment. We would like to thank you for helping us train the doctors of the future.

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.