Practice Policies & Patient Information
Disabled Access
Our medical centre has suitable access for disabled patients.
All the patient areas including the waiting room, the consulting rooms and the toilets, have wheelchair access.
A hearing loop is in place at the front reception desk.
There are designated disabled parking spaces in the car park.
Access to Information
Information given to the surgery by patients may be recorded and could be shared with other organisations in order to provide patient care. It might also be used to support clinical audit and other work to monitor the quality of care provided.
Patients have the right to object to information they provide in confidence being disclosed to a third party in a form that identifies them, even if that third party is someone who might provide essential healthcare.
- Privacy Notice for Direct Care
- Privacy Notice for CQC
- Privacy Notice for National Screening Programs
- Privacy Notice for NHS Digital
- Notice for Payment
- Privacy Notice for Public Health
- Privacy Notice for Risk Stratification
- Privacy Notice for Safeguarding
- Privacy for Summary Care Record
- Fair Processing Notice
- Privacy Notice for COVID-19
Fair Processing Notice 2017
Crawley Access Hub has been launched in 2017 by a team of local GPs to provide additional GP appointments through an appointment hub that can be made available to patients registered with practices in Crawley. In order to deliver services and improve the quality of care, Crawley Clinical Commissioning Group is working with the Crawley Access Hub to enable your clinical records to be accessed by doctors who are directly involved in looking after you, wherever you are seen. For more information click here.
Freedom Of Information
Bewbush Medical Centre conforms to the requirements of the Freedom of Information Act 2000. A publication scheme has been produced in accordance with the Act, a copy of which can be obtained by writing to: Freedom of information, NHS England, PO Box 16738, Redditch. B97 9PT or by email to: [email protected]
Summary Care Record (SCR)
A Summary Care Record is an electronic record that’s stored at a central location. As the name suggests, the record will not contain detailed information about your medical history, but will only contain important health information, such as:
- whether you’re taking any prescription medication
- whether you have any allergies
- whether you’ve previously had a bad reaction to any medication
Access to your Summary Care Record will be strictly controlled. The only people who can see the information will be healthcare staff directly involved in your care who have a special smartcard and access number (like a chip-and-pin credit card).
Healthcare staff will ask your permission every time they need to look at your Summary Care Record. If they cannot ask you, e.g. because you’re unconscious, healthcare staff may look at your record without asking you. If they have to do this, they will make a note on your record.
You have a choice. If you are happy for your information to be uploaded then you do not have to do anything. If you have any concerns or wish to prevent this from happening, please speak to practice staff at reception who will provide you with an opt out form.
Summary Care Opt out Form
Please be aware that if you chose to opt out of SCR, this does not opt you out of the care.data or the Enhanced Data Sharing Model (eDSM), you must request that separately.
Enhanced Data Sharing Model (eDSM) Patient Information
If you are a registered patient you will have an electronic medical record held on our secure clinical system, which is called SystmOne. A facility is now available whereby your record can be shared between clinicians and others, in different care settings, who are involved with your care. There are strict rules about sharing and you will be asked by each provider of care to consent to “sharing in” and “sharing out”. If you consent your care record held by your GP practice or medical service will be shared with other medical services involved in your care (such as district nursing, health visiting, physiotherapy, podiatry, Out of Hours (OOH) providers in our area, and Crawley Health Centre etc. You will get asked about “sharing in” and “sharing out” just once per provider. You have a choice to say yes or no and can change your mind at a later day too.
Please be aware that if you chose to opt out of eDSM, this does not opt you out of the care.data or the Summary Care Record (SCR), you must request that separately.
NHS Digital
NHS Digital is the national provider of information, data and IT systems for commissioners, analysts and clinicians in health and social care. It is an executive non-departmental public body that is sponsored by the Department of Health. They have a useful website which talks through the technical and legal requirements of models like the Summary Care Record and eDSM. Further information can be found here http://content.digital.nhs.uk/collectingdata
If you wish to speak to them you can get details on how to do that via this link http://content.digital.nhs.uk/contact-us
Accessible Information Standard
At Bewbush Medical Centre we want to make sure that we give you information in a way that is clear to you. For that reason we would like to know if you have any communication needs such as those illustrated below.
You can let us know in a number of ways:
– Complete a questionnaire via Online Services
– Complete a form at the surgery
– Inform any member of staff verbally
Change of Address
Please let us know as soon as possible if your address changes.
You may use the online form below to notify us of your change of details. The form will open in a new window. Fill out the details and press the Send button.
If you don’t wish to use the online form then drop into the practice and pick up a paper form.
Please note that our practice catchment area covers Bewbush.
If you move outside of our catchment area of Bewbush, we will unfortunately have to ask that you register at another surgery closer to your new address. You will be given a four week notice period in which to do this.
Documents for Patients
Please see below some useful/frequently used documents for patients:
This document is to be filled out by patients who wish to give permission for Bewbush Medical Centre to be able to discuss issues relating to their healthcare with a/multiple nominated person(s).
For patients aged 16 and over (where under 16 we are able to discuss with parents/guardians due to parental responsibility), we must insist on written consent.
Please note that consent forms cannot be submitted electronically. They must be returned to the surgery by the person giving consent, where you may be asked to present photo ID, e.g. a driving licence or passport, to confirm your identity.
This document is to be filled out by patients wishing to request a letter from a GP.
Please note that the recipient of the letter cannot be the patient themselves, or ‘To whom it may concern’.
Please note that letters from a GP are often a private service not covered by the NHS, and therefore may carry a charge of up to £30.
Unfortunately we do not currently have the capacity to receive letter requests electronically. We hope that this will be possible in the future, but for the time being please return your completed letter request forms to reception.
Self Certification Explanation for Employers
This document can be given to employers to explain why General Practioners will not issue a medical certificate for periods of sickness less than seven days’ duration.
GP earnings
All GP practices are required to declare the mean earnings (average pay) for GPs working to deliver NHS services to patients at each practice. The average pay for GPs working in Bewbush Medical Centre in the last financial year was £46,665 before tax and National Insurance. This is for 4 full time GPs and 3 locum GPs.
NHS England requires that the net earnings of doctors engaged in the practice is publicised, and the required disclosure is shown above. 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, or to make any comparison with any other practice.
Named Accountable GP
Every patient now has a Named Accountable GP allotted to them, but you can still book an appointment with any doctor of your choice. If you would like to know who your Named Accountable GP is and you receive repeat prescriptions, it is on the right hand side of the prescription. Alternatively, please do speak any member of staff who will be able to advise you.
Patient rights and responsibilities
As a patient some of your key rights are:
- To receive NHS services free of charge
- Not be discriminated against
- Be treated with professional standards by qualified and experienced staff
- Expect NHS organisations to monitor and try to improve continuously the quality of their services
- Be treated with dignity and respect
- Accept or refuse treatment and only be physically examined with consent
- Be given information about any test and treatment options open to you, what they involve and their risks and benefits
- Privacy and confidentiality
- Have any complaint acknowledged within three days and properly investigated
Some of our key pledges to patients are:
- Ensure that any transfer between services is as smooth as possible and you are fully involved
- Provide a clean and safe environment
- Share with you any letters sent between clinicians about you
- Treat you with courtesy and give support in the handling of any complaint and ensure it has no effect on any future treatment
- Identify, acknowledge and learn from mistakes, complaints and claims
Some of your responsibilities are to:
- Treat NHS staff and other patients with respect
- Keep appointments or cancel within a reasonable time
- Give positive or negative feedback about your experiences and the treatment and care you receive
Proxy Access Statement
There are a number of patients who book their appointments, request repeat medication and can view certain parts of their medical records online.
Patient Access have now improved their system to allow parents and Carers to be authorised to all of the above-mentioned functions for children or the people they care for.
Any patient or Carer wishing to have proxy access will need to sign up to this service by completing a form available at the practice Reception.
Proxy Access Statement
There are a number of patients who book their appointments, request repeat medication and can view certain parts of their medical records online.
Patient Access have now improved their system to allow parents and Carers to be authorised to all of the above-mentioned functions for children or the people they care for.
Any patient or Carer wishing to have proxy access will need to sign up to this service by completing a form available at the practice Reception.
Specialist & Hospital Care
If a GP or another member of our consultation healthcare team believes you need hospital treatment or specialist care elsewhere, they will offer you a choice of where you would like to go.
If you prefer to have some time to think before deciding where and when to have treatment, you will be offered the option of calling the practice later.
Suggestions & Complaints
Bewbush Medical Centre aims to give a friendly and professional service to all our patients. However, if you have any concerns about any aspect of our services, please let us know. Speak to the person with whom you feel most comfortable — your GP, our practice manager or one of our reception staff will be happy to help.
In the majority of cases, concerns can be resolved quite easily. However, if you feel we have not dealt with the issues you have raised as you would wish, you can write to the practice manager or to NHS England POBOX 16738 Redditch B97 9PT Telephone: 0300 311 22 33 or email [email protected].
We welcome comments and suggestions on the services that we provide. We operate a complaints policy in line with NHS complaints procedure. Should you have a complaint or wish to comment about the service you have received from the Practice this should be made in writing directly to the Practice Manager. A Patient information Leaflet regarding complaints can be obtained from reception.
Complaints concerning the NHS 111 Service should be directed to the NHS 111 Patient Advice and Liaison Service (PALS) on 01737 363866 or [email protected].
Healthwatch West Sussex Independent Health Complaints Advocacy Service
If you have an enquiry or comment about NHS services you can contact Healthwatch West Sussex Independent Health Complaints Advocacy Service (IHCAS), The Billingshurst Community Centre, Roman Way, Billingshurst, West Sussex, RH14 9QW, West Sussex, Telephone number 0300 012 0122 or email [email protected]. More information can be found on their website.
If you wish to complain about an NHS service, then the complaint should be made to the Trust providing this service. Alternatively, you can send your complaint to the ICB Complaints team. Details of how to do this can be found on their website www.sussex.ics.nhs.uk/nhs-sussex/comments-and-complaints/.
The Health Service Ombudsman
The Health Service Ombudsman has published a booklet that describes the ‘six principles for remedy’ in relation to complaints handling and involves:
- Getting it right
- Being customer focused
- Being open and accountable
- Acting fairly and proportionately
- Putting things right
- Seeking continuous improvements
If you remain unhappy after everything has been done to try to resolve your concern or complaint you have the right to approach the Ombudsman.
Tel: 0345 015 4033
Email: [email protected]
Write: Millbank Tower, Millbank, London SW1P 4QP.
Sussex Health & Care and NHS Sussex
Our GP practice is a member of the Integrated Care System, Sussex Health & Care and NHS Sussex (ICS).
Your Information and how we use it
This leaflet provides information about why the NHS records information about you and how it is used; with whom we may share information; your right to see your health records; and how we keep your records confidential.
Why we collect information about you
In the NHS we aim to provide you with the highest quality health care.
To do this we must keep records about you, your health and the care we have provided or plan to provide to you.
Your doctor and other health professionals caring for you, such as nurses or physiotherapists, keep records about your health and treatment so that they are able to provide you with the best possible care.
These records are called your ‘health care record’ and may be stored in paper form or on central computer databases and may include:
- basic details about you, such as your address, date of birth, and next of kin
- contact we have had with you, such as clinical visits
- notes and reports about your health
- details and records about your treatment and care
- Results of x-rays, laboratory tests etc.
How your records are used to help you
The way that health information is recorded has changed over time and it is now possible for health care professionals to add information into a central clinical system which links directly to your GP record. We also have electronic tools that enable the NHS to understand the risks your health is putting you at and to put in place services that will reduce this risk.
This provides you with a better level of care because the people caring for you have accurate and up-to-date information about your health.
Your health care record is used to ensure that
- health care professionals looking after you have accurate and up-to-date information about you to help them decide on any future care you may require
- full information is available should you see another doctor or be referred to a specialist or another part of the NHS
- there is a good basis for assessing the type and quality of care you have received
- your concerns can be properly investigated if you need to complain
How your records are used to help the NHS
In order for the NHS to make the best use of its resources we need to understand what care we are providing and to whom. Whenever we do not need to know it is about you individually we will only use your information in an anonymised form. Your information can help the NHS to:
- Plan services to ensure we meet the needs of our population in the future. This includes predictive and preventative care in a proactive care setting
- look after the health of the general public, e.g. notifying central NHS groups of outbreaks of infectious diseases
- report events to the appropriate authorities when we are required to do so by law, e.g. notification of births
- undertake clinical audit of the quality of services provided
- report and investigate complaints, claims and untoward incidents
- prepare statistics on our performance for the Department of Health
- review our care to make sure that it is of the highest standard
- teach and train health care professionals
- conduct health research and development
- pay your GP or hospital for the care you have received
- audit NHS accounts
There may be other uses to which Health Care Records may be of assistance to the NHS.
How we keep your information safe
Everyone working for the NHS has a duty to keep your information confidential and secure.
However, from time to time, there may be a need to share some or all of your information with other health care professionals or NHS organisations so that we can work together to provide the best possible care.
We will only ever share your information if it is in the best interests for your NHS, and in certain circumstances, social care.
The CCG will not disclose any information that identifies you to anyone outside your care team without your express permission unless in exceptional circumstances, such as where we are required to do so by law.
You have the right
You have the right to confidentiality under the General Data Protection Regulation (EU) 2016/679 (GDPR) , the Human Rights Act 1998 and the common law duty of confidence. The Disability Discrimination and the Race Relations Acts may also apply.
You also have the right to ask for a copy of all records about you
- Your request must be made in writing (email is acceptable) to the organisation holding your information.
- There may be a charge to have a printed copy of the information held about you.
- We are required to respond to you within 40 days. You will need to give adequate information (e.g. full name, address, date of birth, NHS number) and you will be required to provide identification before any information is released to you.
- If you think that there are inaccuracies in your record, you have the right to request that these be corrected or annotated
- If you have any concerns about how your information may be shared, please discuss them with your health care provider, e.g. GP, nurse, dentist
- Everyone working in the NHS or for Social Services has a legal duty to keep information about you
- Records will be kept in line with the Department of Health Records Management Code of Practice
We have a duty to
- maintain full and accurate records of the care we provide to you
- keep records about you confidential, secure and accurate
- Provide information in a format that is accessible to you (for example, in large type if you are partially sighted).
We only share information if
- it ensures you receive the best care possible
- you ask us to do so
- we ask and you give us specific permission
- we have to do this by law
- we have special permission for health or research purposes
- We have special permission because the interests of the public are thought to be of greater importance than your confidentiality
How you can arrange to see your own health records
The Data Protection Act (1998) entitles you to view the information contained in your health care record.
Please contact the following organisations to see or obtain a copy of your records:
- For your main health care records, please contact your GP practice directly.
- In some cases, if you have received hospital treatment this may not be included in the health care records that your GP practice holds, so please contact the hospital directly
You will need to apply in writing and then either your GP practice or Hospital Trust will contact you to advise you of the process.