Practice Policies & Patient Information
Complaints
Practice Complaints Procedure
Patient feedback is important to us as it helps us to improve the service we provide to patients. We take patient complaints seriously and will attempt to address your concerns to your satisfaction.
How do I make a complaint?
If you wish to complain please contact the Practice Manager Jane Wardle either in person, by phone or in writing:
Tel: 01623 759447
Address: Drs Barish & Balakrishnan
The Surgery
Lowmoor Road
Kirkby in Ashfield
Nottingham
NG17 7BG
Online: [email protected]
If you are complaining on behalf of someone else, the practice needs to know that you have their permission to do so.
What Happens Next?
The complaint will be acknowledged within 5 working days. The practice will respond, after investigation, within the timeframe specified to you at the acknowledgement stage of the process. Some complaints may take longer to address but you will be informed of a response time. If this cannot be met, the practice will keep you informed.
Please be assured making a complaint will not adversely affect your ongoing healthcare at the practice. We will deal with you fairly, compassionately and will endeavour to resolve the situation to a satisfactory conclusion.
Wherever possible, we aim to learn from complaints and take action to avoid similar occurrences.
How do I complain to someone Independent?
GP Practices would prefer to have the opportunity to answer complaints ourselves in the first instance. However, you may pass your complaint directly to:
Patient Experience Team
Nottingham and Nottinghamshire Integrated Care Board
Sir John Robinson House
Sir John Robinson Way
Arnold
Nottingham
NG5 6DA
Tel: 0115 8839570
Email: [email protected]
If you would like further information please follow the link to the ICB website: Patient Experience and Complaints – NHS Nottingham and Nottinghamshire ICB
However, please note, patients cannot raise the same complaint with the practice and ICB.
Is there a time limit?
A complaint must be made within 12 months of the date of the incident that caused the problem or the date of discovering the problem.
Please remember, the quicker you complain, the easier it will be to investigate the facts.
If you are not satisfied with the outcome?
You can contact the Parliamentary and Health Service Ombudsman (PHSO) on 0345 015 4033.
For more information see their website www.ombudsman.org.uk
Other useful contacts
POhWER, NHS Complaints Advocacy, on 0300 456 2370. For more information see their website www.pohwer.net
GDPR
The current NHS Digital (NHSD) extract of GP data for Research purposes (known as the GPDPR) has been delayed due to NHSD wishing to review the way in which this data will be collected, to conduct more public involvement and information about the plans and change the way in which patients can opt out of the extract of their GP data.
Currently the only way to opt out is to complete a Type 1 opt out form and return this to the practice by the 1st September. However, this extract will not be taken until the NHSD have changed the way it will take the data and respect the patient’s choice for using their data. NHSD are introducing the following changes to the opt out process which will mean that patients will be able to change their opt-out status at any time:
– Patients do not need to register a Type 1 opt-out by 1st September to ensure their GP data will not be uploaded.
– NHS Digital will create the technical means to allow GP data that has previously been uploaded to the system via the GPDPR collection to be deleted when someone registers a Type 1 opt-out.
– The plan to retire Type 1 opt-outs will be deferred for at least 12 months while we get the new arrangements up and running and will not be implemented without consultation with the RCGP, the BMA and the National Data Guardian.
This means that you can opt out at any time in the future and NHSD will delete data that they already have taken for research purposes, the deadline of the 01/09/2020 has been delayed until a new system of opt out is developed. Hopefully, this will be a simple centralised approach via the NHS app or NHS website to avoid paper form and administration work for your GP.
We will update you when we know more about the NHSD plans to change how you can control who has access to your data.
Information Sharing
From time to time it is helpful for us to be able to share information about your health and care requirements with other health organisations that are responsible for providing you with healthcare. Across Nottinghamshire we are introducing a new system called MIG (Medical Interoperability Gateway) which will enable us to share relevant medical information from your GP record with other healthcare professionals who are providing you with direct care. The MIG allows for relevant information to be viewed by other healthcare professionals, however before your information is accessed you will be asked for your explicit consent. Examples of organisations that may access your GP health information include CNCS Out of Hours team and local A&E departments.
Sharing of information in this way is designed to ensure that the healthcare professionals looking after you have the most relevant information to enable them to provide you with the most appropriate care. The type of information shared is restricted and includes a summary of current problems, current medication, allergies, recent tests, diagnosis, procedures, investigations, risks and warnings – all this information is currently held in your GP system record.
Whenever a clinician from another healthcare organisation wishes to view your GP information via the MIG they will always seek your permission before doing so; if you say “NO” they will not be able to see any information from your GP record during the episode of care.
If you have any concerns about the sharing of your information, or do not want your information being made available via the MIG, then please speak to your practice who can advise accordingly.
Patient Services
If you are unhappy with any aspect of our service. (Doctors and Practice Policies) please do not hesitate to contact the Practice Manager.
Please contact the surgery for more information.
The Lowmoor Road Surgery
The Surgery
Lowmoor Road
Kirkby in Ashfield
Nottingham
NG17 7BG
Tel: 01623 759447