Practice Policies & Patient Information
Complaints
If you have a complaint about the service you have received from any member of staff working in this practice, please let us know.
In the first instance please contact the Practice Manager or one of the GP Partners, who will try to resolve the issue and offer you further advice on the complaints procedure if required.
For more information about our complaints procedure please see the complaints patient information below:
If your problem cannot be resolved at practice level further help is available:
Click Here for information on how to complain to the NHS
Click Here to access help from the NHS Complaints Advocacy
If you are not satisfied with the outcome of your complaint then Click Here to access the Parliamentary and Health Service Ombudsman
Confidentiality & Medical Records
The practice complies with data protection and access to medical records legislation. Identifiable information about you will be shared with others in the following circumstances:
- To provide further medical treatment for you e.g. from district nurses and hospital services.
- To help you get other services e.g. from the social work department. This requires your consent.
- When we have a duty to others e.g. in child protection cases anonymised patient information will also be used at local and national level to help the Health Board and Government plan services e.g. for diabetic care.
If you do not wish anonymous information about you to be used in such a way, please let us know.
Reception and administration staff require access to your medical records in order to do their jobs. These members of staff are bound by the same rules of confidentiality as the medical staff.
Freedom of Information
Information about the General Practioners and the practice required for disclosure under this act can be made available to the public. All requests for such information should be made to the practice manager.
Access to Records
In accordance with the Data Protection Act 1998 and Access to Health Records Act, patients may request to see their medical records. Such requests should be made through the practice manager and may be subject to an administration charge. No information will be released without the patient consent unless we are legally obliged to do so.
Data Choices
Your Data Matters to the NHS
Information about your health and care helps us to improve your individual care, speed up diagnosis, plan your local services and research new treatments. The NHS is committed to keeping patient information safe and always being clear about how it is used.
How your data is used
Information about your individual care such as treatment and diagnoses is collected about you whenever you use health and care services. It is also used to help us and other organisations for research and planning such as research into new treatments, deciding where to put GP clinics and planning for the number of doctors and nurses in your local hospital. It is only used in this way when there is a clear legal basis to use the information to help improve health and care for you, your family and future generations.
Wherever possible we try to use data that does not identify you, but sometimes it is necessary to use your confidential patient information.
You have a choice
You do not need to do anything if you are happy about how your information is used. There are currently two types of data opt-outs:
Type 1 – which relates to medical records held at the GP Practice
If you do not want your confidential patient information held in your GP medical record to be used for purposes other than your individual care, you can complete the Type 1 opt-out form and return it to the practice so that it can be recorded on your records. Type 1 Opt-Out Form
Type 2 – which relates to information held by NHS Digital
Type 2 have now been replaced by a national opt-out. Therefore, if you do not want NHS Digital to share confidential information that has been collected from across the health and care service for purposes other than your individual care, you can opt-out online at www.nhs.uk/your-nhs-data-matters or via the telephone service on: 0300 303 5678.
Will choosing this opt-out affect your care and treatment?
No, choosing to opt out will not affect how information is used to support your care and treatment. You will still be invited for screening services, such as screenings for bowel cancer.
What do you need to do?
If you are happy for your confidential patient information to be used for research and planning, you do not need to do anything.
To find out more about the benefits of data sharing, how data is protected, or to make/change your opt-out choice visit www.nhs.uk/your-nhs-data-matters
There is a new Central NHS Computer System called the Summary Care Record (SCR). It is an electronic record which contains information about the medicines you take, allergies you suffer from and any bad reactions to medicines you have had.
Why do I need a Summary Care Record?
Storing information in one place makes it easier for healthcare staff to treat you in an emergency, or when your GP practice is closed.
This information could make a difference to how a doctor decides to care for you, for example which medicines they choose to prescribe for you.
Who can see it?
Only healthcare staff involved in your care can see your Summary Care Record.
How do I know if I have one?
Over half of the population of England now have a Summary Care Record. You can find out whether Summary Care Records have come to your area by looking at our interactive map or by asking your GP
Do I have to have one?
No, it is not compulsory. If you choose to opt out of the scheme, then you will need to complete a form and bring it along to the surgery. You can use the form at the foot of this page.
More Information
For further information visit the NHS Care records website
GP Net Earnings
All GP practices are required to declare the mean earnings (e.g. average) for GPs working to deliver NHS services to patients at each practice.
The average pay for GPs working at West Bridgford Medical Centre in the last financial year before tax and National Insurance was £38,567
This is for 1 full time GP, 1 part time GP and 1 locum GP who worked at the practice for more than 6 months.
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, nor make any comparison with any other practice.
PartnersHealth
PartnersHealth is a partnership of all GP Practices in Rushcliffe CCG. The aim of this organisation is to continue to care for our patients and our community by creating a sustainable provider of modern general practice. We are committed to Living Life Better for and on behalf of our patients, our colleagues and the communities we serve.
Practice Charter
Patient’s Rights to General Medical Services
- To be offered a health check on joining a doctor’s list for the first time.
- To have appropriate drugs and medicine prescribed.
- To be referred to a Consultant acceptable to them when they and their GP thinks it is necessary, and to be referred for a second opinion if they and their GP think it is advisable.
- To have access to their health records, subject to any limitations of the law, and to know that those working for the NHS are under a legal duty to keep those records confidential.
- To choose whether to take part in research or medical student training.
- To receive a copy of their doctors practice leaflet, setting out the services that he or she provides.
- To receive a full and prompt reply to any complaints they make about the care they receive at the West Bridgford Medical Centre.
West Bridgford Medical Centre Philosophy
Our aims are to offer the highest standard of health care and advice to our patients, with the resources available to us.
We have a team approach to patient care and endeavour to monitor the service provided to patients, to ensure that it meets current standards of excellence.
We are dedicated to ensuring that practice staff and doctors are trained to the highest level and to provide a stimulating and rewarding environment in which to work.
Our Practice Charter
- You will be treated with courtesy and respect by all practice personnel.
- An urgent appointment with a doctor or nurse Practitioner will be available on the same day.
- A non-urgent appointment with a doctor will be offered within 24 hours
- Our standard is to see 80% of patients within 20 minutes of their appointment time. If you have waited longer than this please ask the receptionist for an explanation.
- We aim to answer the telephone within six rings.
- An appointment with a practice nurse will be available within three working days.
- Requests for repeat prescriptions will be dealt with in 2 working days. This can be in person, fax 0115 9826448 or via the website.
- All comments and suggestions about the service are welcome. Please use the box provided in the waiting area.
- If you have a complaint please speak to any member of staff. Your complaint will be dealt with in a professional and efficient manner.
We wish to make the West Bridgford Medical Centre as accessible as possible. If you have hearing, visual or physical difficulties please let the receptionist know so that we can enable you to fully use our services.
Patient’s Responsibilities
- If you are unable to attend for an appointment please let us know so that we can offer it to someone else.
- If you are late for your appointment you may be asked to rebook at another time. Try to let us know in advance if you are going to be unavoidably delayed, so that we can make alternative arrangements to help you.
- A home visit should only be requested for those who are unable to come to the surgery because of serious illness or infirmity. Please ring the surgery before 12pm if at all possible.
- An urgent appointment is for an urgent medical problem. Please speak to the receptionist if you require a sick note or repeat prescription.
- We would ask you to be patient if the doctor is running late. This is often due to unforeseeable emergencies but please ask for an explanation from the receptionist.
- Make a separate appointment for each patient that needs to be seen. This allows the doctor enough time to treat each patient with the time that they deserve.
- Please act in a responsible and courteous manner whilst on the practice premises for the safety and comfort of others.
- Please treat all surgery staff, fellow patients, carers and visitors politely and with respect. Violence or verbal harassment will not be tolerated or accepted, you may be asked to register at another surgery if this behaviour occurs.
Text Message Reminders
You can now register to receive information by text message on your phone regarding appointments and health care.
If you wish to register for this messaging service please fill out the form below.