PRACTICE POLICIES

 

COMPLAINTS PROCEDURE

We try to provide an efficient and helpful service. Like all organisations things sometimes go wrong. If you have a complaint or grievance about any part of the service we provide we would like to hear about it, so that if things have gone wrong they can be improved for the future. We follow the national guidelines as outlined in the NHS Complaints Procedure. Please address complaints as follows:

  1. Complaints concerning the general running of the practice or the Services we provide should be addressed to the Practice Manager.
  2. Complaints of a clinical nature should be addressed to the doctor concerned. We will endeavour to acknowledge all complaints within 2 working days. All complaints will be answered with a full written reply within 10 working days, unless the party concerned is absent or on leave but you will be informed of the delay.

By addressing complaints early we hope we can reduce misunderstandings and improve the relationship between doctors, staff and patients.


CODE OF PRACTICE

Our Responsibility To You

  • You will be treated as an individual and will be given courtesy and respect at all times.
  • You have a right to absolute confidentiality.
  • We will give you full information about the services we offer.
  • You are entitled to apply to see your medical records subject to legal guidelines.
  • You will be seen by appointment with a Primary Care Professional within 24 hours of your request and by a GP within 48 hours.
  • You will be seen on the same day for problems that you and the doctor agree are urgent.
  • We aim to see all patients within 20 minutes of their appointment times.
  • You will receive a house-call only if the doctor believes your condition warrants it.
  • In the case of acute life threatening illness you will receive immediate attention.
  • The practice Out Of Hours Service is coordinated by the Hastings and Rother Clinical Commissioning Group tel. 01424 735600.
  • We will offer advice and treatment we believe is best for you.
  • Your doctor will share information and decision making with you as much as possible.
  • We aim to process repeat prescriptions within two working days.
  • We try to maintain the highest standards of Quality Assurance.
  • We will thoroughly and impartially investigate any complaint about our services.

Your Responsibility To Us

  • We expect you to treat all staff with courtesy. We will not tolerate any physical or verbal abuse to any of the practice team.
  • Please inform us as soon as possible if you are unable to keep an appointment, so it may be available to another patient.
  • Only ask for a house-call if there is genuine medical indication.
  • Only use the Out Of Hours service for genuine emergencies and urgent medical problems.
  • Please arrive on time for your appointment.
  • Please be patient if your doctor is running a little late. Some consultations take a little longer than others and, if a medical emergency occurs it will be given priority.
  • Let us know as soon as possible if you change any details such as name, address or telephone number. This could save time in the event of an emergency.

In line with the Department of Health Guidelines, we exercise a Zero Tolerance Policy of verbal abuse, physical violence or any sort of threatening behaviour. You will be removed from our list of patients should any incident of this type occur.


PRACTICE PRIVACY NOTICE

Rye Medical Centre 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

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 Rye Medical Centre; 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.

Invoice validation

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.

Opt-outs

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 to opt out online (national data opt-out programme) or if you are unable to do so or do not wish to do so online, by speaking to a member of staff.

Retention periods

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

Should you have any questions about our privacy policy or the information we hold about you, you can:

  1. Contact the practice’s data controller via email at HRCCG.ryemedicalcentre@nhs.net. GP practices are data controllers for the data they hold about their patients  
  2. Write to the data controller at Rye Medical Centre, Kiln Drive, Rye Foreign, Rye East Sussex TN31 7SQ
  3. Ask to speak to the practice manager – Jackie Kempton

The Data Protection Officer (DPO) for Rye Medical Centre is Dr. Andrea Griffin.

Complaints

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’. 

Changes to our privacy policy

We regularly review our privacy policy and any updates will be published on our website, in our newsletter and on posters to reflect the changes. This policy is to be reviewed 01.05.2019.