Accessible Information Standard (AIS)
The Accessible Information Standard aims to make sure that disabled people have access to information they can understand and any communication support they might need.
Should you have any requirements or know of a patient who needs support, please let us know and we will help, for example by issuing information in large print, putting a patient in touch with a British Sign Language (BSL) interpreter or communicating with them via email or braille.
Charities including Action on Hearing Loss, Change people, Sense and the Royal National Institute of Blind People (RNIB) will also be able to provide further support.
Please do not hesitate to contact the practice if you have any questions about this.
In accordance with the Caldicott guidelines and the Data Protection Act we operate a strict code of confidentiality at all times. No access of patient information will be given outside these guidelines. The Freedom of information Act 2000 obliges the practice to produce a publication scheme. A Publication Scheme is a guide to the “classes” of information the practice intends to routinely make available.
If you wish to view your own medical records, please contact one of the doctors or the Practice Manager. A charge of up to £50.00 made be levied if copies of notes are requested. We also have a publication scheme which you may view, and request items from, at set fees.
The premises are all on the ground floor and most doors will easily open sufficiently for wheelchair access. Should you experience any difficulties with access we would be happy to help, please do ask.
GDPR and Your information
Manor House 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 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.
How do we store your information?
We store your data within an electronic patient record together with older records as a paper patient record. Our electronic system (emis) enables your record to be shared within Manor House Surgery and other organisations involved in your direct care may have limited access to your summary care records.
The paper records are stored in a highly secure unit off-site. The storage company meets the stringent standards of ISO 9001, ISO 14001, ISO 27001, Level 2 or above in the IG toolkit and BS 10008 and is used by other NHS organisations.
Who will we share your information with?
In order to deliver and coordinate your health and social care, we may share information with the following organisations:
- Local GP Practices in order to deliver extended primary care services
- Local GP Federation in order to deliver local services
- Local Primary Care Networks
- NHS agencies (e.g hospitals, mental health trusts, child health services, district nursing teams)
- 111 and Out of Hours Services
- Local Social Services and Community Care Services
- Voluntary Support Organisations commissioned to provides services by Clinical Commissioning Groups
- Pharmacies in order to deliver prescriptions services
Your information will only be shared if it is appropriate for the provision of your care or required to satisfy our statutory function and legal obligations.
Your information will not be transferred outside of the European Union.
Whilst we share your information with the above organisations, we may also receive information from them to ensure that your medication records are kept up to date and so that your GP can provide the most appropriate care.
Third party processors
In order to deliver the best possible service, the practice will share data (where required) with other NHS bodies such as other GP practices and hospitals. In addition the practice will use carefully selected third party service providers. When we use a third party service provider to process data on our behalf then we will always have an appropriate agreement in place to ensure that they keep the data secure, that they do not use or share information other than in accordance with our instructions and that they are operating appropriately. Examples of functions that may be carried out by third parties includes:
- Companies that provide IT services & support, including our core clinical systems; systems which manage patient facing services (such as our website and service accessible through the same); data hosting service providers; systems which facilitate appointment bookings or electronic prescription services; document management services etc.
- Payment providers (if for example you were paying for a prescription or a service such as travel vaccinations).
The Practice uses a system called EMIS Web to manage clinical information about your care and health. This system is provided by a company called EMIS Health Ltd who act as a data processor on behalf of the Practice. EMIS Health Ltd also uses a sub-processor which is Amazon Web Services who act under written instruction from EMIS Health Ltd to store the data. Under no circumstances is it technically possible for Amazon Web Services to access any information about you.
Summary Care Records
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 to support them with making a fully informed decision about the care you require. With your consent the organisations may include Leicester City Council, Leicestershire County Council and Rutland County Council.
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 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 Manor House Surgery; 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.
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.
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.
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
Contact the practice’s data controller via email at firstname.lastname@example.org GP practices are data controllers for the data they hold about their patients
- Contact the practice’s data controller via email at email@example.com GP practices are data controllers for the data they hold about their patients
- Write to the data controller at Manor House Surgery, 1 Mill Lane, Belton, Loughborough, LE12 9UJ
- Ask to speak to the practice manager Lynne Keeling or their deputy Stephen Fitchett.
Data Protection Officer
The Practice has appointed a Data Protection Officer he can be contacted on the below e-mail address. Email: firstname.lastname@example.org
The Data Controller for Manor House Surgery is Dr Jamie Gordon.
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’.
Named Accountable GP
Under the terms of the new GP contract that has been negotiated with the Government, the Practice is required to allocate a named accountable GP (identified as your usual GP on patient records) to each of our patients.
Patients will be informed of their named GP at the first appropriate interaction with the Surgery, but please feel free to contact reception when you are next in the Surgery. There is no need to telephone us – it is simply for information only.
Our named accountable GPs at the Practice are: Dr M J Aram and Dr I J Gordon. Where a patient expresses a preference to which doctor they are assigned we will take all reasonable steps to accommodate their request.
Having a named accountable GP does not prevent you from seeing another doctor at the practice. Your named GP will not be available at all times and if you need to be seen urgently you may wish to see another doctor. All of your records are viewable by every doctor in the Surgery.
Non NHS Services & Charges
Charges will be made for certain services which are not covered by the NHS. Examples of these items include private sick notes, employment medicals, travel drugs and vaccinations. There is an up to date list of charges displayed in reception.
Please Help Us To Help You
It would be helpful if you could:
- be on time for your appointment
- let us know if you need to cancel your appointment
- call for a home visit or urgent appointment before 10.30AM
- ring for the results of tests after 1PM
- allow 48 hours for a repeat prescription
- let us know if more than one person in the family needs to be seen
- tell us if you want someone to accompany you during an examination
- say immediately if your call is an emergency
Publication of GP Earnings 2018/2017
All GP practices are required to declare the mean earnings (e.g. average pay) for GPs working to deliver NHS services to patients at each practice.
The average pay for GPs working in Manor House Surgery in the last financial year was £127,840 before tax and national insurance. This is for 2 part time GPs who have worked in the practice for more than 6 months.
Suggestions & Complaints
We welcome constructive suggestions as to how we might improve our services even more. These can be made in person or in writing to the Practice Manager.
The practice staff are pleased to help with any enquiry or concerns you may have. However, patients experiencing difficulties are encouraged to make an appointment with the Practice Manager to discuss matters. If you wish to complain to someone outside of the Practice then please contact the West Leicestershire CCG at this address:
West Leicestershire Clinical Commissioning Group
The practice is VAT registered and VAT will be charged as appropriate. VAT No 878 6472 59.
Our practice aims to give its patients high quality care in a secure environment. Whilst you are in our care or visiting our premises you have the right to expect courtesy and consideration from our staff and from other patients and visitors, and they have the right to expect the same courtesy and consideration from you.
In line with other NHS agencies, we have a policy of zero tolerance towards patients who act in a threatening or abusive manner towards any member of staff, or other patients whilst on the premises. We reserve the right to remove any patient from the practice list behaving in this manner.