Practice Policies and Patient Information

At Downing Drive Surgery, we are committed to providing high-quality care and services. However, we understand that there may be times when you feel dissatisfied with the treatment or care you have received. We value your feedback and use it to improve our services and patient experience.

Making a complaint

We aim to resolve most problems easily and quickly, often at the time they arise and with the person involved. For simple issues, you can speak with our Office Supervisor or Operations Manager, Salma Patel. If your concern cannot be resolved informally and you wish to make a formal complaint, we encourage you to let us know as soon as possible. Prompt reporting allows us to investigate the matter thoroughly and efficiently. If immediate reporting is not possible, formal complaints should be submitted within 12 months of the incident in question.

How to submit a formal complaint?

• By Phone: Contact the Practice on 0116 241 3801 and ask to speak with the Practice Manager, Katie Billson. If Katie is unavailable, you can leave a message requesting a call back or contact the practice again at a more convenient time.
• In writing: Address your letter to the Practice Manager and send it to the Surgery’s address above.
• By Email: Send your formal complaint to: noreply@nhs.net

Complaining on behalf of someone else

We adhere strictly to the rules of medical confidentiality. If you are making a complaint on behalf of a patient, we will require their permission to proceed. This includes providing a signed authority from the patient unless they are unable to do so due to illness or incapacity. A Third-Party Consent Form is available below for this purpose.

For full details about our Complaints process, how we will handle your complaints and what to do if you remain dissatisfied, please download our Complaints leaflet here.

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.

How We Use Your Personal Information

We have a legal duty to explain how we use your personal information as a registered patient at this organisation. Your health and treatment records are kept in both electronic and paper format.

What is a Privacy Notice?

A privacy notice explains how we use, store, and share the personal information we hold about you. It’s required by the Data Protection Act 2018 and UK GDPR.

Our Privacy Notice Covers:

• What information we hold about you
• How we keep it safe and secure
• How we use your information
• Who we share it with
• Your rights
• When we have a legal basis to use your information

Why We Use Your Information

We use your information to provide you with the best care. We only share it with other professionals when necessary and with a legal basis. For more details, speak to our Data Protection Officer (DPO).

What Information Do We Hold?

• Your name, address, contact details.
• Health records, appointments, treatments
• Medicines prescribed, and any other relevant health information.

How We Keep Your Information Safe

• Secure computer systems
• Secure storage for any paper records
• Staff trained in data protection and privacy.

Who Can See Your Information?

• Only authorised staff at this practice
• Other healthcare providers, if needed for your care such as in the Hospital.
• In some cases, other legal bodies such as police or social services, if legally required

What if I want to see my information?

You have the right to request access to your information through a Subject Access Request (SAR). If you believe any details are incorrect, you can request corrections. However, we cannot remove essential data. If you are under 16, your parents or guardians can ask on your behalf. If you’re over 12, you might be able to make the request yourself. We can give this to you free of charge.

What if I have a question?

For queries about our privacy policy or your data, you can:

• Email us at: noreply@nhs.net
• Speak with the Practice Manager: Katie Billson, or Deputy: Salma Patel
• Contact the Data Protection Officer (DPO): Head of Information Governance MLCSU

Heron House, 120 Grove Road, Fenton, Stoke-on-Trent, ST4 4LX

Tel: 01782 916875

Email: mlcsu.dpo@nhs.net

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:

• A private room in which to speak with a member of staff
• A chaperone during consultations
• A translation service for patients whose first language is not English
• A hearing loop
• Disabled toilet facilities
• A private room for breast feeding
• A quiet waiting area
• Male and female Doctors, subject to availability
• Assistance dogs are permitted in all parts of the building

Please ask the Receptionist if you wish to use any of these facilities

Downing Drive Surgery works in partnership with the patients. This means both the surgery and the patients have a responsibility to each other to work together. The patient has a responsibility to ensure the services provided under the NHS are used appropriately, and any appointments made are kept or cancelled to reduce wastage.

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.