Comments, Complaints and Suggestions

Our aim is to provide the highest level of care for all our patients.  We will always be willing to hear if there is any way that you think that we can improve the service we provide. We emphasise that it will approach complaints in a non-discriminatory manner and therefore patients will not be discriminated against when complaints are made. The Practice will ensure that all patients, carers and relatives are not treated adversely regardless of the nature of the complaint made, as we feel you have the right to let us know if you feel there are issues to be addressed.

Making a complaint

If you have any complaints or concerns about the service that you have received from the doctors or staff working for this practice, please let us know.

We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned.  If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible – ideally within a matter of days or at most a few weeks – because this will enable us to establish what happened more easily.  If it is not possible to do that, please let us have details of your complaint:

• Within 6 months of the incident that caused the problem; or
• Within 6 months of discovering that you have a problem, provided that is within 12 months of the incident.

The Practice Manager, Mrs Sara Atkinson or the Team Leader, Skye Baisbrown, will be pleased to deal with any complaint.  Reception will explain the procedure to you and make sure that your concerns are dealt with promptly.   You can make your complaint:

In person –   ask to speak to The Practice Manager, Mrs Sara Atkinson or Team Leader Skye Baisbrown , if they are available, or alternatively please hand in or post your written complaint, which we will then respond to.

In writing  –   give as much information as you can, then send your complaint to the practice for the attention of Mrs Sara Atkinson, The Practice Manager as soon as possible .

What you can do next:

We hope that if you have a problem, you will use our practice complaints procedure. We believe that this will give us the best chance of putting things right whatever has gone wrong, and the opportunity to take on board your feedback to improve our practice.

If you remain dissatisfied with the responses to your complaint, you have the right to escalate your complaint further to:

Patient Experience Team
Nottingham and Nottinghamshire Integrated Care Board
Sir John Robinson House,
Sir John Robinson Way,
Arnold,
Nottingham
NG5 6DA

Email: nnicb-nn.patientexperience@nhs.net
Telephone: 0115 8839570
Website: Patient Experience and Complaints – NHS Nottingham and Nottinghamshire ICB

or:

Ombudsman
The Parliamentary and Health Service Ombudsman
Millbank Tower,
Millbank,
London,
SW1P 4QP

Tel:    0345 0154033
Website: www.ombudsman.org.uk

For help and support with a complaint you can contact –
NHS Complaints Advocacy       0300 020 0093

Help us get it right

We constantly try to improve the service we offer. Please let us know when you think we have done something well or if you have any suggestions as to how we can do something better

Bridgeway Practice,
Meadows Health Centre,
Meadows,
Nottingham,
NG2 2JG

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.

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. If you do not want your confidential patient information to be used for research and planning, you can choose to opt out securely online or through a telephone service. You can change your mind about your choice at any time.

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

Download a copy of the patient leaflet

The medical records of NHS England’s 61 million users are set to be gathered in a new centralised database as part of a new scheme called the General Practice Data for Planning and Research (GPDPR).  NHS Digital all the data will be used to: inform and develop health and social care policy, plan and commission health and care services, take steps to protect public health such as managing the Covid-19 pandemic, enable research, and provide individual care in exceptional cases.

The database will not include names or addresses, or any other data that could directly identify a patient like their NHS number, date of birth, or postcode. NHS Digital will allow the information to remain confidential when it’s accessed by third parties within the healthcare industry.  The data will only be accessible to organisations with a legitimate need for it who match up to stringent criteria, and that the database will never be used for insurance or marketing purposes, promoting or selling products or services, market research or advertising.

The information set to be included in the database includes data about: sex, ethnicity, sexual orientation, diagnoses, symptoms, observations, test results, medications, allergies, immunisations, referrals, recalls and appointments, including information about physical,

Further information

• Bridgeway Practice – GDPR Privacy Notice (updated June 2022)
• Bridgeway Practice – COVID 19 Privacy Notice (Updated May 2023)
• Bridgeway Practice – Covid 19 Privacy Notice (updated July 2022)
• Practice Leaflet
• How we use your information leaflet
• Privacy Notice including Type 1 Opt out details

The average pay for GPs working in the Bridgeway Medical Practice in the last financial year was £117,174 before tax and national insurance.  This is for 2 full time GPs and 2 part time GPs who worked in the practice for more than six 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, it should not be used to form any judgement about GP earnings, nor to make a comparison with any other practice.

In view of the fact that there are few hard and fast guidelines in place we must issue a disclaimer against any actions which may or may not be taken with regard to the publication of this information.

OUR MISSION

To inspire hope and contribute to health and well-being by providing the best care to every patient through integrated clinical practice, education and research.

OUR VALUES

• We listen: we engage with everyone we work with | we are united | we are always positive
• We care: everyone is valued, respected and developed | knowledge and skills are nurtured | success is celebrated
• We act: clear goals and the right resources | freedom coupled with accountability | emphasis on simplicity
• We improve: we are creative, resourceful and innovative | integration & collaboration is the way forward | we’re always striving to do better
• Putting patients at the heart of everything we do. Providing the highest standard of care and treatment.
• Nobody is excluded, discriminated, or left behind. We try our best to help all even in difficult situations.

Read our full Mission, Values & Aims Statement

Roles and Responsibilities for Information Governance

Named Individuals

The Practice Information Governance Lead is [name of Practice manger]

The Practice Caldicott Guardian is [name of Caldicott Guardian]

The Practice Digital Safety Officer is [name of DSCO]

The Practice Data Protection Officer is Paul Couldrey of PCIG Consulting Limited.

Their Roles and responsibilities are listed below

Information Governance Lead

The IG Lead is the overall Information Governance Lead for the Practice and will lead on Caldicott, Data Protection and Freedom of Information issues.

As Information Governance Lead, their main responsibilities for Information Governance will be:

1. ensure there is an up-to-date IG policy in place;
2. ensure that the organisation’s approach to information handling is communicated to all staff and made available to the public.
3. coordinate the activities of staff given data protection, confidentiality and Freedom of Information Act responsibilities;
4. monitor the organisation’s information handling activities to ensure compliance with law and guidance;
5. ensure staff are sufficiently trained to support their role;
6. ensure that the organisation submits their annual DS&P Toolkit assessment;
7. support monitoring visits from the commissioning organisation (where appropriate).

1. Ensure that IG is regularly discussed in Practice meetings.

The IG Lead will also lead on: –

• Maintaining an IG action plan for the practice and ensure an improvement plan is followed

• Assist with investigations into complaints about breaches of confidentiality, the Data Protection Act 2018/ UKGDPR 2016 or Freedom of Information Act 2000 and undertake reporting/remedial action as required. Maintain a log of any incidents and remedial recommendations and actions.

• Provide advice to the Practice on Information Governance issues

Caldicott Guardian

A Caldicott Guardian is a senior person within a health or social care organisation who is responsible for ensuring that confidential patient and service user information is used ethically, legally, and appropriately. They act as the organisation’s “conscience” for data sharing, advising on ethical and legal considerations to uphold patient confidentiality while also enabling the responsible use of data to improve care and services.

Key Responsibilities:

• Advising on ethical and legal matters:

Providing leadership and guidance on complex cases involving confidential information, especially when the correct course of action isn’t immediately clear.

• Upholding Caldicott Principles:

Ensuring the organisation follows the eight principles established for the ethical and legal use of patient-identifiable information.

• Ensuring appropriate information sharing:

Working to enable the lawful and ethical sharing of information when it’s necessary to improve patient care, as well as protecting confidentiality.

• Promoting high standards of data handling:

Ensuring the organisation’s policies and practices for handling personal information meet high standards for confidentiality.

Who they are:

• Senior individuals:

They are senior figures, such as a medical director in some cases, to provide the necessary authority and insight.

• Mandatory in certain organisations:

Since 2002, all NHS organisations and local authorities providing social services have been required to have a Caldicott Guardian.

• Supported by a council:

The Caldicott Guardian role is supported by the UK Caldicott Guardian Council, providing guidance and standards for their work.

The Caldicott Guardian will:

• Act as the ‘conscience’ of the Practice by actively supporting work to facilitate and enable information sharing whilst advising on options for lawful and ethical processing of information as required

• Champion Information Governance Requirements at Practice level

• Ensure that confidentiality issues are appropriately reflected in organisational policies and working procedures for staff

• Oversee all arrangements, protocols and procedures where confidential patient information may be shared with bodies both within and outside the NHS.

• Be consulted where necessary on information requests, typical examples being:

• a request from the police for access to patient information
• requests from patients to delete information from their records
• an actual or alleged breach of confidentiality

Digital Safety Officer

An NHS Digital Safety Officer (DCSO) is a senior clinical professional responsible for ensuring digital health systems and applications are safe for patient care. Key requirements include clinical registration with a professional body like the GMC or NMC, and expertise in clinical safety and risk management. The role involves managing clinical risks associated with digital systems throughout their lifecycle, promoting safe digital adoption, overseeing safety assurance processes, and providing training to foster a strong safety culture.

Role and Responsibilities

• Clinical Safety Oversight:

Ensure digital clinical safety is a central priority in all digital transformation and change management projects.

• Risk Management:

Develop, maintain, and refine processes for identifying and addressing clinical safety risks in digital health applications and IT systems.

• System Assurance:

Manage and oversee the safety assurance of health IT software, ensuring manufacturers and other organizations meet required safety standards.

• Training and Culture:

Provide clinical risk management training to manufacturers and care organizations to promote a positive organizational safety culture.

• Lifecycle Management:

Establish and maintain business processes for managing clinical safety risks for digital systems from procurement to decommissioning.

• Collaboration:

Work with project managers, clinicians, and other stakeholders to ensure digital systems are safe and enhance patient outcomes.

Requirements and Qualifications

• Clinical Registration: Must be a senior clinician with current registration with a professional body, such as the General Medical Council (GMC) or the Nursing and Midwifery Council (NMC).
• Clinical Safety Expertise: Possess significant training and experience in clinical safety and clinical risk management.
• Leadership and Management: Experience in leadership and management is often a requirement.
• Education: A postgraduate qualification, such as a Masters or diploma in a relevant subject like Occupational Safety and Health, or equivalent knowledge and skills gained through experience, may be required.
• Training: Completion of specific training, such as the Digital Clinical Safety Intermediate e-learning and the Practitioner course, is necessary.
• Professional Development: A record of continuous professional development is essential.

Data Protection Officer

A Data Protection Officer (DPO) is an expert within an organisation responsible for ensuring compliance with data protection laws, such as the UK GDPR. Their tasks include informing and advising the organisation on data protection obligations, monitoring compliance with regulations, providing advice on Data Protection Impact Assessments (DPIAs), and acting as a point of contact for data subjects and the relevant supervisory authority, like the Information Commissioner’s Office (ICO).DPOs must be independent, adequately resourced, and report to the highest management level.

Key Responsibilities

• Inform and Advise:

They provide guidance and information to the organisation and its employees about their data protection obligations and how to comply with relevant laws.

• Monitor Compliance:

The DPO monitors the organisation’s internal adherence to data protection policies and regulations.

• Advise on DPIAs:

They offer advice on Data Protection Impact Assessments (DPIAs), a crucial tool for assessing and mitigating data privacy risks.

• Serve as a Contact Point:

DPOs act as a primary contact for individuals whose data is being processed (data subjects) and for the official supervisory authority, such as the ICO in the UK.

• Ensure Independence:

DPOs must operate independently, without fear of penalty or dismissal for performing their duties.

The Practice DPO will also:

• Educate the company and employees on important compliance requirements
• Training staff involved in data processing
• Conducting audits to ensure compliance and address potential issues proactively
• Serving as the point of contact between the company and UK GDPR Supervisory Authorities
• Produce and manage assurance for all practices required Governance policies, Processes, procedures, and patient information to comply with UK GDPR, DPA2018 and the DS&P Toolkit requirements
• Provide Document templates for practices DS&P Toolkit submission
• Provide a Dedicated helpdesk call facility.
• Provide Practice updates
• Provide the Management and Reporting of all IG SIRI’s and ICO communication

Click here to read our latest Privacy Notice (May 2023)

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

Download the opt out form

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 consent form.

New Data Protection Regulations from May 2018 (GDPR)

Under the new data protection regulations introduced from 25th May 2018, we will continue to contact patients via text messages regarding the delivery of care if they have provided consent to do so.

If practices are sending messages about recommended treatment for the management of a specific health issue, then this is defined as providing appropriate care for patients, not marketing purposes.

If you would like ot opt out of any future contact via text messaging, then please complete the form and indicate in the marked section.

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.