Practice Policies & Patient Information
Accessing someone else’s information
Accessing someone else’s information
As a parent, family member or carer, you may be able to access services for someone else. We call this having proxy access. We can set this up for you if you are both registered with us.
To requests proxy access:
- collect a proxy access form from reception from 10am to 6pm
Linked profiles in your NHS account
Once proxy access is set up, you can access the other person’s profile in your NHS account, using the NHS App or website.
The NHS website has information about using linked profiles to access services for someone else.
Accessing your GP Records
Please click here for more information.
Carers
Vulnerable Patients
Integrated Care for Vulnerable Patients
Information regarding the joined up way of working between health and social care, being piloted in Sunderland on behalf of the Government, will be displayed on this page:
The Practice Manager and the Advanced Nurse Practitioner as leads, are working with the Washington Locality Practices and the City Wide Sunderland Practices together with:
- Community Nursing
- Social Workers
- Sunderland Carers Centre
- Hospitals
- care providers
To ensure the most vulnerable patients have a robust care plan agreed with the Patients / Carer to ensure the best care is being providing to help the person to stay at home rather than being admitted to hospital.
GPs and Practice Nurses at the practice play a key role in this and all patients on this journey will have a nominated GP and Care Coordinator (your first point of contact when you need help).
Complaint Procedure
Have you any compliments, comments, or complaints? If so we would like to hear them
We aim to provide patients with the best care we can, but occasionally we can fall short of the mark. If you have any compliments, comments, concerns, or complaints about our service we would like to hear about it.
We would encourage you to speak to whoever you feel most comfortable with, your Doctor, Nurse or Practice Manager- If you would prefer your feedback in writing, please send it to:
Emma Ferguson – Practice Manager
Concord Medical Practice
Victoria Road Health Centre,
Victoria Road,
Concord,
NE37 2PU
If you have a complaint to make, please do not be afraid to say how you feel. We welcome feedback to help us improve our standards, and you will not be treated any differently because you have complained. We do our best to put right anything that has gone wrong.
You can contact NHS England directly on 0300 311 2233
Thank You
Complaining to NHS England
We hope that you will use our Practice Complaints Procedure if you are unhappy. We believe this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our GP surgery.
However, if you feel you cannot raise the complaint with us directly, please contact NHS England. You can find more information on how to make a complaint at https://www.england.nhs.uk/contact-us/complaint/complaining-to-nhse/.
Unhappy with the outcome of your complaint?
If you are not happy with the way your complaint has been dealt with by the GP surgery and NHS England and would like to take the matter further, you can contact the Parliamentary and Health Service Ombudsman (PHSO). The PHSO makes final decisions on unresolved complaints about the NHS in England. It is an independent service which is free for everyone to use.
To take your complaint to the Ombudsman, visit the Parliamentary and Health Service Ombudsman website or call 0345 015 4033
Need help making a complaint?
If you want help making a complaint, Healthwatch Hounslow can help you find independent NHS complaints advocacy services in your area.
Alternatively, POhWER is a charity that helps people to be involved in decisions being made about their care. Call POhWER’s support centre on 0300 456 2370 for advice.
Confidentiality & Medical Records
The practice complies with data protection 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.
If you do not wish anonymous information about you to be used in such a way, please let us know.
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.
Freedom of Information
Information about the General Practioners and the practice required for disclosure under this act can be made available to the public. All requests for such information should be made to the practice manager.
Access to Records
In accordance with the Data Protection Act 1998 and Access to Health Records Act, patients may request to see their medical records. Such requests should be made through the practice manager and may be subject to an administration charge. No information will be released without the patient consent unless we are legally obliged to do so.
CQC Rating
In January 2017 Concord Medical Practice was inspected by the Care Quality Commission (CQC) who found our service provision to be rated as ‘Good’.
CQC REGISTERED MANAGER- Dr A Sadeqzada
Click on the link below to see our poster and which services we provide that the CQC inspect and have constituted as ‘Good’.
Data Choices
Your Data Matters to the NHS
Information about your health and care helps us to improve your individual care, speed up diagnosis, plan your local services and research new treatments. The NHS is committed to keeping patient information safe and always being clear about how it is used.
How your data is used
Information about your individual care such as treatment and diagnoses is collected about you whenever you use health and care services. It is also used to help us and other organisations for research and planning such as research into new treatments, deciding where to put GP clinics and planning for the number of doctors and nurses in your local hospital. It is only used in this way when there is a clear legal basis to use the information to help improve health and care for you, your family and future generations.
Wherever possible we try to use data that does not identify you, but sometimes it is necessary to use your confidential patient information.
You have a choice
You do not need to do anything if you are happy about how your information is used. If you do not want your confidential patient information to be used for research and planning, you can choose to opt out securely online or through a telephone service. You can change your mind about your choice at any time.
Will choosing this opt-out affect your care and treatment?
No, choosing to opt out will not affect how information is used to support your care and treatment. You will still be invited for screening services, such as screenings for bowel cancer.
What do you need to do?
If you are happy for your confidential patient information to be used for research and planning, you do not need to do anything.
To find out more about the benefits of data sharing, how data is protected, or to make/change your opt-out choice visit www.nhs.uk/your-nhs-data-matters
Data Protection Legislation
GP Net Earnings
NHS England require that the net earnings of doctors engaged in the practice is published and the required disclosure is shown below.
However, it should be noted that the prescribed method for calculating earnings is potentially misleading because it takes no account of how much time doctors spend working in the practice and should not be used for any judgement about GP earnings, no to make any comparisons with other practices.
The average earnings for GPs working in the Concord Medical Practice in the last financial year was 118,786 before taxation and national insurance.
This is for 3 full time GPs who worked in the practice for more than 6 months.
Named GP for Every Patient
All patients registered with a GP surgery in England and Wales now need to be allocated a named GP. To find out who your named GP is please ask any of our reception team and they’ll be able to tell you.
All new patients registering with the practice will be allocated Dr Manchineni as their ‘named GP’.
Having a ‘named GP’ does not mean that this is the only doctor you should see, or will be able to see. All practices are contractually obliged to make these changes which are put in place by NHS England.
Practice Privacy Notice
Protecting Your gp Online Record
Please click here for more information.
Statement of Purpose
Summary Care Record
There is a new 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.
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 looking at our interactive map or by asking your GP.
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 form and bring it along to the surgery. You can use the form at the foot of this page.
More Information
For further information visit the NHS Care records website
Violence Policy
The NHS operate 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.
What you Need to know About your gp Online Record
Please click here for more information.
Young Peoples Access to gp Online Services
Please click here for more information.