View the PDF below which will explain our complaints procedure in detail
Practice Privacy Notice
Railway Medical Group 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 maintain 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 QResearch 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 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 Netherfield House 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.
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.
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 a Type 1 opt-out, preventing your information from being shared outside this practice.
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
- Contact the practice’s data controller via email at email@example.com. GP practices are data controllers for the data they hold about their patients
- Write to the data controller (Dr N Shiell) at Railway Medical Group, Gatacre Street, Blyth, Northumberland NE24 1HD
- Ask to speak to the practice manager Chris Watson
The Data Protection officer for the Practice is:
If you would like to contact the Data Protection Officer, please use the following Email: firstname.lastname@example.org
Or you can write to the DPO at:
Senior Governance Manager & Data Protection Officer
North of England Commissioning Support
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’.
Why we collect information about you
The Practice team caring for you keep records about your care and treatment. These help ensure that you receive the best possible care from us. Records may be written (manual) or held on computer (electronic)
These records are used to guide and administer the care you receive.
Access to Records
In accordance with the Data Protection Act 1998 patients can request access to their medical records. Please refer to the practice Information Access Request Policy. Requests should be made to the Practice Manager in writing, the relevant forms will then be forwarded for completion. You will be required to provide proof of identity and there will be a fee payable for this service.
Details of patient records will only be disclosed to authorised third parties if a signed consent form accompanies the request.
National Health Service Act 2006- Access to Records
The Practice supports the provision of information in line with the National Health Service Act 2006. The National Health Service Act 2006 provides the power to ensure that patient identifiable information needed to support essential NHS activity can be used without the consent of patients though stringent measures are in place to ensure that individual patients cannot be identified. The power can only be used to support medical purposes that are in the interests of patients or the wider public.
E.g. information can be provided by the practice to:
1. Support control of communicable diseases.
2. Support the National Programme for IT, consent is assumed, e.g. to refer electronically/electronic transfer of prescriptions etc and provide demographics to support this, unless the patient opts out of the programme.
3. Provide information to NHS researchers or database holders, usually anonymised.
4. To review and monitor the overall quality of care we provide to make sure ir is of the highest standard and to ensure that services can meet everyone’s needs in the future.
Care Quality Commission (CQC)
Under the Health and Social Care Act (2008), from 1st April 2013 all providers of NHS general practice (and other primary medical services) must be registered with the Care Quality Commission.
People have the right to expect safe, high quality care. As the regulator of health and social care in England the CQC plays a vital role in making sure that care services meet those expectations.
All registered GP providers are now legally required to meet the national standards of quality and safety.
Access to patient information is restricted to the minimum necessary for staff to carry out their work. All staff employed have signed a confidentiality agreement. Breaching of confidentiality will be treated extremely seriously.
This organisation is committed to providing a safe, comfortable environment where patients and staff can be confident that best practice is being followed at all times and the safety of everyone is of paramount importance.
All patients are entitled to have a chaperone present for any consultation, examination or procedure where they feel one is required. This chaperone may be a family member or friend. On occasions you may prefer a formal chaperone to be present, i.e. a trained member of staff.
Wherever possible we would ask you to make this request at the time of booking your appointment so that arrangements can be made and your appointment is not delayed in any way. Where this is not possible we will endeavour to provide a formal chaperone at the time of request. However occasionally it may be necessary to reschedule your appointment.
Your healthcare professional may also require a chaperone to be present for certain consultations in accordance with our chaperone policy.
If you would like to see a copy of our Chaperone Policy or have any questions or comments regarding this please contact the practice manager.
Medicals & Private Services
Private medical examinations for insurance purposes, need to be arranged by appointment. A fee will be charged as these do not come under NHS terms of service. Private forms can also be completed and signed and a fee will be charged.
Respect for Staff, Patients, Public and Premises
We expect patients to treat our staff and other members of the public courteously and we expect patients to be polite at all times. We also expect patients to treat our premises well. Where such expectations are not met issues will be addressed and patients may be asked to leave the Practice.
Zero Tolerance Policy
The practice operates a zero tolerance policy with regard to violent or abusive patients. Any visitor to the surgery who is violent, abusive or threatening towards any member of staff, patient or other visitors will be asked to leave the premises. If the person is a patient of the practice this could result in removal from the practice list. The police will be called in the event of a refusal to leave..
Non-Attendance of Appointments
The practice has a policy and procedure for dealing with patients who do not attend their appointment. Missed appointments present a problem to the practice as the wasted appointments could have been used by another patient. The practice will follow up those patients and if you do not attend more than 3 booked appointments in 6 months this could result in removal from the practice list.