Practice Policies and Patient Information
Our aim at Downing Drive Surgery 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. 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: Our Management Team will be happy to investigate any complaint. They will explain the procedure to you and make sure that your concerns are dealt with promptly. You can make your complaint: What we shall do Our complaints procedure is designed to make sure that we settle any complaints as quickly as possible. We shall acknowledge your complaint within 3 working days and in negotiation with you agree a timescale for providing a response to you. We shall then offer you an explanation, or a meeting with the people involved. When we investigate your complaint, we shall aim to: Complaining on behalf of someone else Please note that we keep strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, we must know that you have the patient’s permission to do so. A note signed by the person concerned will be needed unless they are incapable (because of illness) of providing this. 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 right whatever has gone wrong and the opportunity to improve our practice. However, If for any reason you do not want to speak to a member of our staff, then you can request that the local Integrated Care Board (ICB) investigates your complaint. They will contact us on your behalf: NHS Leicester Leicestershire and Rutland Integrated Care Board Room G30 Pen Lloyd Building County Hall Glenfield Leicester LE3 8TB Tel: 0116 295 7572 Email: llricb-llr.enquiries@nhs.net If you remain dissatisfied with the responses to your complaint, you have the right to ask the Ombudsman to review your case. The Parliamentary & Health Service Ombudsman Millbank Tower Millbank London SW1P 4QP Telephone: 0345 015 4033
Complaints
All GP practices are required to declare the mean earnings (e.g. average pay) for GP’s working to deliver NHS services to patients at each practice. The average pay for GP’s working in the Downing Drive Surgery in the last financial year was £59,557 before tax and national insurance. This is for 6 part time GPs who worked in the practice for more than six months.
GP Net Earnings
Downing Drive Surgery 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 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. Health and social care providers who are involved in delivering care to you (either currently or in the future) can benefit from being able to access your electronic summary care record including enhanced information (if you have authorised your GP to share this data), to support them with making a fully informed decision about the care you require. The organisations this includes are Leicester City Council, Leicestershire County Council and Rutland County Council.
Privacy Information for Patients
Downing Drive Surgery is committed to promoting an environment which provides for the support and well-being of patients and we offer a number of services to facilitate this: Please ask the Receptionist if you wish to use any of these facilities
Respect and Dignity
Responsibilities
Our staff come to work to care for others, and it is important for all members of the public and our staff to be treated with courtesy and respect. In line with the rest of the NHS and to ensure this is fully observed, we have a Dignity at Work and Zero Tolerance policy. This means that aggressive or violent behaviour towards our staff or any member of the public within our Practice premises will not be tolerated under any circumstances. Anyone giving verbal abuse to members of staff, either in person or over the telephone, will be sent a letter from the Practice Manager advising that this behaviour will not be tolerated. Any future violation of this policy will result in the removal from the Practice patient list. There will be no appeal process. We feel sure that you will understand that proper behaviour is absolutely necessary for our staff and patients and that non-observance will not be accepted.
Zero Tolerance
