You are entitled to see personal information that is held in your computer record and we are happy for you to have access to your own medical notes. If you wish to access your records, please put your request in writing to gain your doctor’s permission to do so. Please note, your doctor may withhold information that relates to a third party or that may be damaging to your own personal health and wellbeing.

Your doctor may release your personal medical details to other health related bodies involved in your care, i.e. to hospitals, to social services or to the community health team. We will only release information that is relevant and will always respect your right to confidentiality.

Your doctor may be asked to complete reports with details of your medical history, for example if you have applied for benefits or for insurance purposes or if you are pursuing a claim through solicitors. If you have signed a consent form for us to release such information this will be forwarded on to the relevant party.

The practice is committed to providing a safe and comfortable environment where patients and staff are confident that best practice is being followed.

Patients are entitled to ask for a chaperone for any consultation, examination or procedure where they feel they prefer to have a chaperone. The practice will endeavour to provide a formally trained chaperone upon request, however it would be helpful if chaperones are requested when requesting an appointment. This will help us to reschedule appointments in order to meet this need.

A doctor, nurse or other healthcare professional may also require a chaperone to be present for certain consultations.

The practice complies with the Data Protection Act 2018 and Access to Medical Records legislation.

Identifiable information about you will be shared with others in the following circumstances:

• To provide further medical treatment for you e.g. from district nurses and hospital services.
• To help you get other services e.g. from the social work department. This requires your consent.
• When we have a duty to others e.g. in child protection cases anonymised patient information will also be used at local and national level to help the Health Board and Government plan services e.g. for diabetic care.

Reception and administration staff require access to your medical records in order to do their jobs. These members of staff are bound by the same rules of confidentiality as the medical staff.

For a number of years, work has been ongoing to improve the way that medical records are made available to treating clinicians. Our main computer system is called SystmOne which has the advantage of enabling information to be shared between certain health professionals, and where necessary their support staff.

Enhanced data sharing model (EDSM) enables us, with your consent, to share your medical records with those in the NHS who are involved in your care. NHS staff can only access shared information if they are involved in your care and records are kept showing who has accessed your medical records.

As the scheme has been designed to enhance patient care, you have been automatically opted in.

For some time we have shared information for children for child protection reasons and also for patients under the care of the district nursing team. This has helped clinicians to make decisions based upon a wider knowledge of the patient and also helps to reduce the number of times that patients or family members are asked the same question. In short it assists clinicians to provide more ‘joined up care’.

If I agree, who can see my records?

EDSM allows clinicians treating you, who have access to SystmOne to view and in some cases update your medical records. Locally this includes the walk-in centre, many departments at local hospitals (including A&E) and community services, such as the district nursing team. It is anticipated that over time more health services will be able to benefit from EDSM.

Clinicians outside of the surgery who wish to access your medical records will ask for your consent to do so and will need to have been issued with a NHS smartcard. This is a chip and pin card, similar to a bank card.

Can I opt out or pick and choose who sees my record?

Yes, you can. Under EDSM there are two levels of consent. The first is to agree to sharing your medical records out. This is your agreement that records maintained by your GP can be seen, subject to your authority at the time, by clinicians working outside of the surgery. The second is agreeing to share your records in. This means that your GP can see the records made by other health professionals who have access to EDSM.

However, as the treating clinician needs to ask your permission to see your records at the beginning of each period of care you are in control of who can see your medical information.

What if there is a matter that I want to stay just between me and my doctor?

You can ask for any consultation to be marked as private, this means that viewing is restricted to the surgery, but allows the rest of the record to be viewed by whoever else is treating you. It is your responsibility to ask for a consultation to be marked as private.

Haven’t I agreed/disagreed to do this before?

EDSM may seem very similar to patients as the summary care record which went live some years ago. The summary care record contains only a very small part of your record that is available to be seen by clinicians who might be treating you in A&E departments, walk in centres or if you register temporarily somewhere else within the UK.

Can I change my mind?

Yes, you can always change your mind and amend who you consent to see your records. For instance you can decline to share your records out from the surgery, but if you build up a relationship with the physiotherapist who is treating you and they asked you if they could look at an x-ray report, you could give your consent at that point for them to view your records. You will be referred back to us to change your preference, so the physio treating won’t be able to see your records instantly, but should be able to by, the next time of your next appointment.

If I decline what happens in an emergency?

In the event of a medical emergency, for instance if you were taken unconscious to A&E, and the clinician treating you feels it is important to be able to see your medical records he is able to override any consents set.

However, the doctor has to give a written reason for doing so. Where this happens an audit is undertaken by the local Caldicott Guardian (the person with overall responsibility for Data Protection compliance).

Can anyone else see my medical records?

On a daily basis, we get requests from insurance companies to either have copies of medical records or excerpts from patients’ medical records. This requires your signed consent.

Occasionally we are asked for information from the medical records for legal reasons and we will only provide information when legally required to do so.

Any questions?

If you have any questions or wish to opt out, please use our ask reception a question form. If necessary, the receptionist will arrange for someone to give you a call.

You are free to change your mind at any time. Information about you and the care you receive is shared, in a secure system, by healthcare staff to support your treatment and care.

Orchard Surgery recognises that many people in our society experience discrimination or lack of opportunity for reasons that are not fair. These include race, religion, creed, colour, national and ethnic origin, political beliefs, gender, sexual orientation, age, disability (including mental illness), HIV status, responsibility for dependants, geographical area, social class, income level and criminal record.

Orchard Surgery is committed to a policy of equality of opportunity which respects the identity, rights and value of each individual, be they a patient or a member of staff.

Please make the practice manager aware using our contact the practice form if you have any concerns that equality and diversity issues have not been respected.

We are continually looking to turn patient feedback into real improvements in the services we provide. We use it to focus on the things that matter most to our patients, carers and their families.

Giving feedback

To provide feedback:

• fill out a feedback form
• take part in the Friends and Family Test
• leave a review on the NHS website
• phone us on 01362 692916

Complaints

We hope that we can sort most problems out easily and quickly, often at the time they arise and with the person concerned. If you wish to make a formal complaint, please do so as soon as possible, ideally within a matter of a few days. This will enable us to establish what happened more easily. If this is not possible your complaint should be submitted within 12 months of the incident that caused the problem; or within 12 months of discovering that you have a problem.

Alternatively, you can address your complaint in writing to the practice manager. They will make sure that the surgery will deal with your concerns promptly and in the correct way. You should be as specific and concise as possible. We will acknowledge your complaint within 3 working days and aim to have fully investigated within 3 months of the date it was received. If we expect it to take longer, we will explain the reason for the delay and tell you when we expect to finish.

When we look into your complaint, we will investigate the circumstances; make it possible for you to discuss the problem with those concerned; make sure you receive an apology if this is appropriate and take steps to make sure any problem does not arise again. You will receive a final letter setting out the result of any practice investigations.

Taking it further

If you remain dissatisfied with the outcome you may refer the matter to:

The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP

The Freedom of Information Act 2000 creates a right of access to recorded information and obliges a public authority to:

• Have a publication scheme in place
• Allow public access to information held by public authorities

The Act covers any recorded organisational information such as reports, policies or strategies, that is held by a public authority in England, Wales and Northern Ireland, and by UK-wide public authorities based in Scotland, however it does not cover personal information such as patient records which are covered by the Data Protection Act 2018.

Public authorities include government departments, local authorities, the NHS, state schools and police forces.

The Act is enforced by the Information Commissioner who regulates both the Freedom of Information Act and the Data Protection Act.

Who can request information?

Under the Act, any individual, anywhere in the world, is able to make a request to a practice for information. An applicant is entitled to be informed in writing, by the practice, whether the practice holds information of the description specified in the request and if that is the case, have the information communicated to him. An individual can request information, regardless of whether he/she is the subject of the information or affected by its use.

How should requests be made?

Requests must:

• Be made in writing (this can be electronically e.g. email/fax)
• State the name of the applicant and an address for correspondence
• Describe the information requested

What cannot be requested?

Personal data about staff and patients covered under the Data Protection Act.

More information

For more information, please visit the following websites:

• Legislation GOV.UK
• Information Commissioners Office

Your information

Orchard Surgery takes privacy seriously and we want to provide you with information about your rights, who we share your information with and how we keep it secure.

Please use the links below to find more information about the practice and data protection.

• Transparency
• CCTV
• Telephone Recording
• Case Finding (ECLIPSE)
• Information Sharing Norfolk and Waveney

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 Orchard Surgery in the last financial year was £49,705 before tax and national insurance. This is for 7 part-time GPs and 1 locum GP who worked in the practice for more than six months.

We aim to keep our surgery clean and tidy and offer a safe environment to our patients and staff. We are proud of our practice and endeavour to keep it clean and well maintained at all times.

Our GPs and nursing staff follow our infection control policy to ensure the care we deliver and the equipment we use is safe.

We take additional measures to ensure we maintain the highest standards:

• Encourage staff and patients to raise any issues or report any incidents relating to cleanliness and infection control. We can discuss these and identify improvements we can make to avoid any future problems.
• Carry out an annual infection control audit to make sure our infection control procedures are working.
• Provide annual staff updates and training on cleanliness and infection control.
• Review our policies and procedures to make sure they are adequate and meet national guidance.
• Maintain the premises and equipment to a high standard within the available. financial resources and ensure that all reasonable steps are taken to reduce or remove all infection risk.
• Use washable or disposable materials for items such as couch rolls, modesty curtains, floor coverings, towels etc., and ensure that these are laundered, cleaned or changed frequently to minimise risk of infection.
• Make alcohol hand rub gel available throughout the building.

Each patient has a named GP who is responsible for patients’ overall care at the practice. Please contact the practice if you wish to know who this is.

If you have a preference as to which GP that is, the practice will make reasonable efforts to accommodate your request.

Your security is very important to us. We take a number of measures to help safeguard you while you are using our online services. This page explains how to find out whether you’re connected to SystmOnline securely. You can then have confidence that you are using the real SystmOnline site and all your communication with it is safe from eavesdroppers.

This site uses a security certificate issued by a trusted authority. This is a way to prove the site is genuine and to tell your browser to use strong encryption for every page you view. You will see the same technique used by online banks and shops.

Please check the certificate and familiarise yourself with how it looks in your browser. Whenever you use the site, check to make sure the certificate is still there. If it isn’t, don’t use the site and report the problem to your GP, who will bring it to our attention.

We have provided external links below to instructions for all the major browsers on how to view the security certificate.

• Firefox
• Chrome
• Internet Explorer
• Safari

We have been a member of the Eastern Primary Care Research Network (PCRN) since 2014. We are approved for research by the Royal College of General Practitioners.

The PCRN is part of the National Institute for Health Research Clinical Research network and is funded by the Department of Health.

Our surgery is research active

All NHS organisations are expected to participate and support health and care research.

Conducting high quality clinical research helps us to keep improving NHS care by finding out which treatments work best.

If you are asked about taking part in research, usually someone in the surgery research team will contact you. People in the surgery research team may look at your health records to check whether you are suitable to take part in a research study, before asking you whether you are interested or sending you a letter on behalf of the researcher.

For more information about how your information may be used in research and your rights, please visit Planning and improving research – Health Research Authority.

Participation in research is entirely voluntary and you have the right to say “no”.

Nobody will put pressure on you to take part in research if you do not wish to. You do not have to give a reason if you decide not to take part.

Your care and relationship with your doctor or nurse will not be affected in any way if you decide not to take part in research study.

Docmail

Orchard Surgery uses a data processing company called Docmail to handle some mailings to patients including possible research studies. This is permissible under guidance from both the Information Commissioner’s Office (ICO) and the Department of Health (DoH) subject to the provisions of the Data Protection Act 2018.

For more information, please speak to a member of staff or visit www.docmail.co.uk.

Information on Secondary use of data

Orchard Surgery is committed to working with compassion and understanding to provide all its patients with accessible, responsive and efficient services that deliver good, safe and effective care.

There is a central NHS computer system called the summary care record (SCR). It is an electronic record which contains information about the medicines you take, allergies you suffer from and any bad reactions to medicines you have had. Over time it will build to include information about other health issues considered important to your wellbeing.

Why do I need a summary care record?

Storing information in one place makes it easier for healthcare staff to treat you in an emergency, or when your GP practice is closed.

This information could make a difference to how a doctor decides to care for you, for example which medicines they choose to prescribe for you.

Who can see it?

Only healthcare staff involved in your care can see your summary care record.

How do I know if I have one?

Over half of the population of England now have a summary care record. You can find out whether summary care records have come to your area by asking the surgery directly.

Enhanced summary care record

If you wanted to ‘enhance’ your record it would include the following information:

• Significant medical history (past and present)
• Reason for medication
• Anticipatory care information (important in the management of long term conditions)
• Communication preferences
• End of life care information
• Immunisations

You can opt in for an enhanced summary care record at any time.

Children under the age of 16

Patients under 16 years will have an enhanced summary care record created for them unless their GP surgery is advised otherwise. If you are the parent or guardian of a child under 16 then you should make this information available to them if they are old enough to decide for themselves if they want a summary care record.

Whatever you decide, you can change your mind at any time.

If you are a family member or carer of a person and you have concerns that they may not have the mental capability to make this decision, please contact the practice.

Do I have to have one?

No, it is not compulsory. If you choose to opt out of the scheme, then you will need to complete a Summary Care Record opt out form.

More information

For further information, please visit the HSCIC website.

The NHS operates a zero tolerance policy with regard to violence and abuse and the practice has the right to remove violent patients from the list with immediate effect in order to safeguard practice staff, patients and other persons.

Violence in this context includes actual or threatened physical violence or verbal abuse which leads to fear for a person’s safety. In this situation we will notify the patient in writing of their removal from the list and record in the patient’s medical records the fact of the removal and the circumstances leading to it.