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.

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:

• take part in the Friends and Family Test
• leave a review on the NHS website
• phone us on 0121 373 8842 or visit the surgery

Making a complaint

We aim to provide you with the best possible medical service. At times you may feel that we have not achieved this and want to make your feelings known. Most problems can be sorted out quickly and easily, often at the time they arise with the person concerned and this may be the approach you try first.

Where you are not able to resolve your complaint in this way and wish to make a formal complaint you should do so, preferably within writing, as soon as possible after the event and ideally within a few days as this helps us to establish what happened more easily.

The period for making a complaint is normally:

• 12 months from the date on which the event which is the subject of the complaint occurred
• 12 months from the date on which the event which is the subject of the complaint comes to the complainant’s notice

If you are a registered patient, you can complain about your own care.

Complaints can be sent in writing to:

College Road Surgery
452 College Road
Kingstanding
Birmingham
B44 0HL

Complaining on behalf of someone else

We keep to the strict rules of medical and personal confidentiality.

If you wish to make a complaint but are not the patient involved, we will require the written consent of the patient. This is to confirm that they are unhappy with their treatment and that we can deal with someone else about it.

Please ask at reception for a complaints form which includes a statement of authority that the patient can sign. Where the patient is incapable of providing consent due to illness or accident, it may still be possible to deal with the complaint. Please provide the precise details of the circumstances which prevent this in your covering letter. Please note that we are unable to discuss any issue relating to someone else without their express permission, which must be in writing, unless the above circumstances apply.

Confidentiality

All complaints must be treated in the strictest confidence.

Where the investigation of the complaint requires consideration of the patient’s medical records, the practice manager must inform the patient or person acting on his or her behalf if the investigation will involve disclosure of information contained in those records to a person other than the practice or an employee of the practice.

The surgery must keep a record of all complaints and copies of all correspondence relating to complaints but such records must be kept separate from the patient’s medical records.

The surgery has an annual review of complaints received within the year and the learning issues or changes to procedures which have arisen are documented.

Airlines may ask patients to provide letters or medical certificates confirming that a person’s medical condition is currently stable and a patient is ‘fit to fly’, this often affects pregnant women. GPs are not specially trained in aviation medicine and not insured to certify whether patients are fit to fly. In the case of our pregnant patients, we also do not have direct access to the ante natal records. Unfortunately we are therefore unable to provide any such certification.

We understand that this decision may cause inconvenience to some of our patients however, our primary responsibility is to ensure the safety and well-being of all our patients and we believe this decision aligns with that responsibility. If your midwife is also unable to provide this service, you may wish to request certification via a private provider.

Information about the General Practitioners 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.

The NHS Birmingham and Solihull Integrated Care Board (ICB) was established on 1 July 2022, in line with the Health and Care Act 2022. An ICB is a statutory NHS organisation responsible for planning to meet the health needs of the local population, managing the NHS budget and arranging for the provision of health services.

NHS Birmingham and Solihull Integrated Care Board (ICB) has oversight of the local health system, coordinating and planning in a way that improves population health and reduces inequalities.

While Birmingham and Solihull Integrated Care System brings together health and care partners to deliver joined up care, NHS Birmingham and Solihull ICB is the statutory organisation bringing the NHS together locally to improve population health and establish shared strategic priorities within the NHS, within the local area.

The ICB is responsible for delivery against all health elements of the system health and care strategy, which will be agreed by the Integrated Care Partnership for Birmingham and Solihull.

You can find more about the ICB at www.birminghamsolihull.icb.nhs.uk.

Section 54 of the UK Modern Slavery Act (2015) requires commercial organisations operating in the UK with an annual turnover in excess of £36m to produce a ‘slavery and human trafficking statement for each financial year of the organisation’.

Organisational structure and business

Our Health Partnership is one of the UK’s biggest GP partnerships. It brings together 52 surgeries in the Midlands and Shropshire. By using our shared expertise to tackle the challenges of GP practice today, we can keep local surgeries thriving and provide the excellent care that our patients need now and into the future.

Our approach to slavery and human trafficking

We are committed to tackling modern slavery within every part of our business and its supply chains. Our Anti-slavery statement, in combination with the establishment of effective policies, demonstrates our commitment to the issue of modern slavery and ensures that appropriate and coordinated action is taken throughout the business.

Due diligence

We have taken action to understand and address the risks of modern slavery within our operations, including:

• The development of robust processes around whistleblowing, grievance, disciplinary and bullying and harassment policies, to provide both staff and patients with assurance that modern slavery concerns will be raised and dealt with appropriately
• Staff training and increasing awareness of modern slavery, on how to spot signs and raise complaints within the organisation, and monitoring the delivery of this training to staff
• Putting in place Strict standards for conduct in the workplace, mirroring the NHS code of conduct, as referenced within our staff handbook and code of conduct policy
• Ensuring inappropriate employment practices are avoided by adhering to our Illegal Working Prevention, DBS, and Recruitment policies, to ensure identity checks, DBS, qualifications and references are in place
• Continued development of policies around safeguarding

Approved by Dr Yasmin Ahmad, Ridgacre Medical Centre – 13th May 2019

Approved by OHP governance committee – 22nd May 2019

We assign all new and existing patients with a named accountable GP to oversee their care.

For patients aged 75 and over, the named accountable GP is responsible for:

• working with health and social care professionals to deliver a care package that meets the needs of the patient
• ensuring that these patients have access to a health check

Patients can still choose to see any GP in the surgery. We will make reasonable efforts to accommodate their preference.

If you have a preference or want to know who your named GP is, you can contact us for more information.

Some services provided are not covered under our contract with the NHS and therefore attract charges. Examples include the following:

• Medicals for pre-employment, sports and driving requirements (HGV, PSV etc.)
• Insurance claim forms
• Prescriptions for taking medication abroad
• Private sick notes
• Vaccination certificates

The fees charged are based on the British Medical Association (BMA) suggested scales. Please ask reception for advice about them, along with appointment availability.

Introduction

This document outlines the policy for managing requests for follow-up care and prescribing for patients who have undergone bariatric surgery (e.g., Sleeve Gastrectomy, Gastric Bypass, Gastric Band) privately or overseas. It aims to provide clear guidance for both practice staff and patients, ensuring safe and consistent care while protecting NHS resources.

The policy is based on guidance from BOMSS and NICE and adheres to the principle that private and NHS care must be kept separate to prevent the NHS from subsidising private treatment.

This structured process ensures patient safety, clinical responsibility, and minimal administrative burden while clarifying responsibilities for both patients and practice staff.

Practice Implementation: Post-Bariatric Surgery Care

Overview

Follow-up care within the first two years after private or overseas bariatric surgery is considered specialist care. The responsibility for this care remains with the operating private provider. This process is designed to ensure consistent handling of related requests while maintaining clear boundaries between private and NHS responsibilities.

Key Practice Considerations

• The first two years of post-operative follow-up is specialist care and is the responsibility of the private provider.
• We do not enter shared care agreements with private providers.
• We do not accept workload transfers(e.g., requests to arrange tests or prescribe specialist supplements) from private providers.
• Patients can request a transfer to NHS care, but acceptance is subject to NHS service criteria and capacity.

Patient Information: Follow-up Care After Private or Overseas Bariatric Surgery

What is the policy on follow-up care?

If you choose to have bariatric surgery privately (in the UK or abroad), you are responsible for arranging and funding your post-operative follow-up care. The first two years after surgery require specialist monitoring, which is not a routine service provided by your GP.

Your private surgical provider is responsible for your care, including:

• Blood tests and monitoring.
• Nutritional supplementation plans and prescriptions.
• Management of any surgery-related complications.

Arranging Your Private Follow-up Care

Before undergoing surgery, you must ensure you have a full, funded follow-up package with your private provider for at least two years. You should clarify with them who is responsible for:

• All necessary blood tests and scans.
• Prescriptions for specialist supplements and medications.
• Managing any complications.
• The process and criteria for discharge from their care.

Transferring to NHS Care

You have the right to request a transfer to NHS care in line with the NHS Constitution. However, please be aware:

• If your follow-up needs are still specialist in nature(typically within the first two years), we will refer you to an NHS-commissioned bariatric service.
• Acceptance by an NHS service is not guaranteed and depends on their specific criteria and capacity.
• If a referral is rejected, you may need to escalate this formally to the local NHS commissioner.

Once you are formally accepted by an NHS specialist service, your GP will provide elements of care that normally fall within general practice, guided by the advice from the NHS specialists.

Prescriptions and Monitoring

• Specialist supplements/medications required after bariatric surgery are not routinely prescribed by GPs if you are under private care.
• Your private provider is responsible for all prescribing and monitoring until an NHS service accepts the transfer of your care.
• We cannot arrange tests or complete forms solely to support your private follow-up care.

Summary: Key Points to Consider Before Private or Overseas Bariatric Surgery

College Road Surgery
Version 1, September 2025
MS

Click here to view our Overarching Privacy Policy

This privacy notice explains why the GP Practice collects information about you, and how that information may be used.

As data controllers, GPs have responsibilities which are regulated by law under the General Data Protection Regulations. This means ensuring that your personal confidential data (PCD) is handled in ways that are safe, transparent and what you would reasonably expect.

Your Personal data- what is it?

Personal data relates to a living individual who can be identified from that data. Identification can be by the information alone or in conjunction with any other information in the data controller’s possession or likely to come in to such possession. The processing of personal data is governed by the General Data Protection Regulation (the ‘GDPR’).

Who are we?

OHP College Road Surgery is the data controller. This means it decides how your personal data is processed and for what purposes.

452 College Road
Kingstanding
Birmingham
B44 0HL

The Health and Social Care Act 2012 changed the way that personal confidential data is processed. Therefore, it is important that patients are made aware of, and understand these changes and that you have an opportunity to object if you so wish and that you know how to do so.

How do we process your personal data?

Health care professionals maintain records about your health and any treatment or care you have received within the NHS (e.g. NHS Hospital Trust, GP Surgery, Walk-in clinic, etc.). These records help to provide the best possible healthcare.
NHS health records may be processed electronically, on paper or a mixture of both, and a combination of working practices and technology are used to ensure that your information is kept confidential and secure. Records held by this GP Practice may include the following information:

• Details about you, such as address, telephone numbers, DOB and next of kin
• Any contact the surgery has had with you, such as appointments, clinic visits, emergency appointments, etc.
• Notes and reports about your health
• Details about your treatment and care
• Results of investigations, such as laboratory tests, x-rays, etc.
• Relevant information from other health professionals, relatives or those who care for you

What is the legal basis for processing your personal data?

This GP Practice collects and holds data for the sole purpose of providing healthcare services to our patients and we will ensure that information is kept confidential. We can disclose personal information if:

• It is required by law
• You consent – either implicitly for the sake of your own care or explicitly for other purposes
• It is justified in the public interest

Some of this information will be held centrally and used for statistical purposes. Where we hold data centrally, we take strict measures to ensure that individual patients cannot be identified.

Sharing your personal data

Sometimes information about you may be requested to be used for research purposes. The Practice will always endeavour to gain your consent before releasing the information.

Under the powers of the Health and Social Care Act 2012 (HSCA) the Health and Social Care Information Centre (HSCIC) can request Personal Confidential Data (PCD) from GP Practices without seeking the patient’s consent. Improvements in information technology are also making it possible for us to share data with other healthcare providers with the objective of providing you with better care.

Any patient can choose to exercise their right of objection specified under the GDPR regarding their PCD being used in this way. When the Practice is about to participate in any new data-sharing scheme we will make patients aware by displaying prominent notices in the surgery and on our website at least four weeks before the scheme is due to start. We will also explain clearly what you have to do to ‘opt-in’ of each new scheme.

Though a patient can object to their personal information being shared with other health care providers but if this limits the treatment that you can receive then the doctor will explain this to you at the time.

Risk Stratification

Risk stratification is a process for identifying and managing patients who are at a higher risk of emergency hospital admission. Typically, this is because patients have a long-term condition such as COPD or cancer. NHS England encourages GPs to use risk stratification tools as part of their local strategies for supporting patients with long-term conditions and to help prevent avoidable admissions.

Information about you is collected from several sources including NHS Trusts and from this GP Practice. A risk score is then arrived at through an analysis of your anonymous information using computer programmes. Your information is only provided back to your GP or member of your care team in an identifiable form. Risk stratification enables your GP to focus on the prevention of ill health and not just the treatment of sickness. If necessary, your GP may be able to offer you additional services.

If you do not wish to be included in the risk stratification process, then please get in touch with the Practice. Please note the purpose of risk stratification is to prevent and detect health issues therefore we will ask our Patients for their consent to be included in this.

Invoice Validation

If you have received treatment within the NHS, access to your personal information may be required to determine which Integrated Care Board should pay for the treatment or procedure you have received.

This information would most likely include information such as your name, address, date of treatment and may be passed on to enable the billing process. These details are held in a secure environment and kept confidential. This information will only be used to validate invoices and will not be shared for any further purposes.

How do we maintain the confidentiality of your records?

We are committed to protecting your privacy and will only use information collected lawfully in accordance with the GDPR (which is overseen by the Information Commissioner’s Office), Human Rights Act, the Common Law Duty of Confidentiality, and the NHS Codes of Confidentiality and Security.

All of our staff, contractors and committee members receive appropriate and on-going training to ensure they are aware of their personal responsibilities and have contractual obligations to uphold confidentiality, enforceable through disciplinary procedures. Only a limited number of authorised staff has access to personal information where it is appropriate to their role and is strictly on a need-to-know basis.

We maintain our duty of confidentiality to you always. We will only ever use or pass on information about you if others involved in your care have a genuine need for it. We will not disclose your information to any third party without your permission unless there are exceptional circumstances (i.e. life or death situations), or where the law requires information to be passed on.

Who are our partner organisations?

We may also have to share your information, subject to strict agreements on how it will be used. The following are examples of the types of organisations that we are likely to share information with:

• NHS and specialist hospitals, Trusts
• Independent Contractors such as dentists, opticians, pharmacists
• Private and Voluntary Sector Providers
• Ambulance Trusts
• Clinical Commissioning Groups and NHS England
• Social Care Services and Local Authorities
• Education Services
• Police, Fire and Rescue Services
• Other ‘data processors’ during specific project work e.g. Diabetes UK

Your rights and your personal data

Unless subject to an exemption under the GDPR, you have the following rights with respect to your personal data:

• The right to request a copy of your personal data which this practice holds about you;
• The right to request that this practice corrects any personal data if it is found to be inaccurate or out of date;
• The right to request your personal data is erased where it is no longer necessary for the practice to retain such data. Although please note for Patients at this practice, your records will be retained until death;
• The right to withdraw consent to the processing at any time;
• The right to data portability;
• The right, where there is a dispute in relation to the accuracy or processing of your personal data, to request a restriction is placed o further processing;
• The right to lodge a complaint with the Information Commissioners Office.

Contact Details

Should you have any concerns about how your information is managed or wish to object to any of the data collection at the Practice, please contact the Practice Manager or your healthcare professional to discuss how the disclosure of your personal information can be restricted. All patients have the right to change their minds and reverse a previous decision. Please contact the practice if you change your mind regarding any previous choice.

If you would like to make a ‘data subject access request’ please contact the practice in writing. We will endeavour to respond to your request within one calendar month or two months if the request is complex.

Any changes to this notice will be published on our website and on the Practice notice board.

Suspected breaches in data protection can be reported to our independent OHP Data Protection Officer on 0121 422 1366. Breaches in data protection will result in an incident investigation. Serious breaches will be reported to the ICO.

It is the responsibility of all employees of the practice to report suspected breaches of information security to the Practice lead and Data Protection Officer without delay.
The Practice is registered as a data controller with the ICO. The registration number is Z8618871 and can be viewed via email, or at the ICO, Wycliffe House, Water Lane, Wilmslow, Cheshire. SK9 5AF.

Introduction

This document outlines the Right to Choose (RTC) referral process for Attention Deficit Hyperactivity Disorder (ADHD) and Autism Spectrum Disorder (ASD) assessments. It aims to provide clear guidance for both practice staff and patients, ensuring an efficient and safe referral process.

The document is divided into two sections:

1. Practice Implementation – Guidance for staff on processing RTC referrals.
2. Patient Information – A structured guide to help patients understand their choices, responsibilities, and next steps.

This structured process ensures efficient referrals, patient safety, and minimal administrative burden while clarifying responsibilities for both patients and practice staff. By implementing this, we aim to streamline RTC referrals, reduce unnecessary delays, and protect practice resources.

Practice Implementation: RTC Referral Process

Overview

RTC allows patients to choose their preferred NHS-contracted provider for ADHD/ASD assessments. This process is designed to ensure referrals are handled consistently while maintaining patient safety and minimising administrative burdens.

Key Practice Considerations

• Patients must choose their own provider—GPs cannot recommend one.
• RTC providers are responsible for arranging any transition to NHS services.
• GPs cannot routinely prescribe ADHD medications, and Shared Care Agreements are NOT accepted with any private providor.

Patient Information: Right to Choose Referrals and Prescriptions

What is the Right to Choose?

Patients have the right to choose their provider for an ADHD or ASD assessment under the NHS Right to Choose scheme. Our GPs will provide the referral to the patient or send it directly to their chosen provider upon request.

If the patient has any questions about their appointment, they must contact the provider directly. RTC providers are typically private companies with NHS contracts.

Choosing a Right to Choose Provider

Our GPs cannot select a provider on the patient’s behalf. Patients must:

• Research their options.
• Choose a provider that meets their needs.
• Inform the practice of their choice so that we can advise on the next steps.

A useful resource for finding RTC providers is ADHD UK: https://adhduk.co.uk

Diagnosis and Follow-up

• Most RTC providers operate remotely and conduct online assessments.
• NHS services may not accept these diagnoses, and additional assessments may be required before transitioning into NHS care.
• The RTC provider is responsible for arranging any transfer of care into the NHS. Some providers claim they cannot do this, but this is incorrect and leads to unnecessary delays and additional work for our team.

Prescriptions and Shared Care Agreements

If an RTC provider diagnoses a patient with ADHD, they may recommend medication. However:

• ADHD medications are specialist-prescribed drugs, meaning GPs cannot routinely prescribe them.
• The prescribing responsibility remains with the specialist service.
• RTC providers may request a Shared Care Agreement, but we DO NOTE enter into these due to:
  • Patient safety concerns – Each RTC provider has different prescribing protocols.
  • Service continuity risks – If an RTC provider ceases trading or loses its NHS contract, prescriptions may be suddenly discontinued.

Patients should consider this before choosing a provider and ensure their RTC provider will continue prescribing any recommended medications.

Summary: Key Points to Consider Before Choosing an RTC Provider

If patients have further questions, they should speak with us before making a decision.

Do you have concerns about possible Safeguarding issues?

Members of the public can report a concern for an adult with care and support needs to Birmingham City Council in the following ways:

• Online
• Email: ACAP@birmingham.gov.uk
• Telephone: 0121 303 1234
• Text Relay: dial 18001 followed by the full national phone number

Read more about what we mean by care and support needs.

Members of the public can report a concern for a child and young adults to Birmingham City Council by visiting Birmingham Children and Young Adults Service.

Seeing the same GP over time can have a big impact on your health and wellbeing. Continuity of care helps your GP understand your medical history, spot changes early, and provide more personalised treatment.
When you consistently see the same GP, it’s easier to manage long term conditions, prevent complications, and make informed decisions about your care. It also builds trust, making it easier to discuss health concerns openly and feel confident in the advice you receive.
At our practice, we aim to support continuity wherever possible. From keeping your medical records up to date to helping you book appointments with a familiar GP, our goal is to make your care smoother, safer, and more personal. Continuity benefits everyone – patients, GPs, and the wider healthcare team.

Please click here for more information

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.

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.

More information

For further information visit the NHS Care records website.

This guide tells you what to expect from your general practice (GP) and how you can help them, so you get the best from the National Health Service (NHS). More details can be found through the links below.

When and how can you contact your general practice?

Your general practice is open from 8.20am to 6.30pm, Monday to Friday.

Throughout these hours you, or your carer on your behalf, can:

• Visit the practice
• Call them
• Go online using the practice’s website or the NHS App.

You can choose the way you contact your practice based on what is best for you. Some practices may have longer hours or may ask that you contact them via phone or in person for urgent queries.

What if the practice is closed?

If you need urgent help for your physical or mental health when the general practice is closed, and you cannot wait until they open, go online to 111.nhs.uk or call 111. They will tell you what to do next.

What if it’s an emergency?

If it’s a serious or life-threatening emergency, go straight to A&E (Accident and Emergency) or call 999.

What happens when you contact your practice to request an appointment?

Whether you make your request by phone, on-line or visiting your practice, you may be asked to give your practice some details so that they can assess what is best for you based on your clinical need. The practice team will consider your request for an appointment or medical advice and tell you within one working day what will happen next.

This could be:

• An appointment that day or a subsequent day
• A phone call that day or a subsequent day
• A text message responding to your query
• Advice to go to a pharmacy or another NHS service.

Your practice will decide what is best for you based on your clinical need.

Your practice cannot tell you to just call back the next day.

Who might help you?

You might be offered a face-to-face appointment or a phone call with a GP or other member of the practice staff, like a nurse or pharmacist.

If you have a carer, they can speak for you with your consent.

You can ask to see a preferred healthcare professional, and the practice will try to meet your request, although you might have to wait longer for that person to be available.

It can be helpful to see the same healthcare professional, particularly if you have a long-term health condition.

From what age can you see a GP on your own?

If you are 16 or older, you can make and go to appointments by yourself.

If you are under 16, you can still ask to see a GP without your parent or guardian. The GP will decide if that’s appropriate for you.

What if you need extra help?

If you do not speak English, you can ask for interpretation services in your preferred language when you make an appointment.

If you need extra help like longer appointments, a quiet space, wheelchair access, or information in a different format, tell your practice and they will try to help.

How do you choose a general practice?

You can:

• Call or visit a local practice
• Use Find a GP online.

If you want to change to a new general practice you can do so at any point. Most people have a few choices nearby.

Do you need ID or proof of address?

No, you do not need ID, an NHS number or proof of address. It can help the practice if you do, but it is not needed to register or see a GP.   You can also register with a practice if you are homeless.

Can a practice say no to registering you?

They must write to you within 14 days if they say no and explain why. A practice can only say no for a good reason, like if you live too far away or their patient list is closed. For example, they cannot say no for reasons such as immigration status, not having a permanent address, or for reasons connected with other characteristics protected under equalities legislation.

Can you choose which hospital or clinic you are referred to?

If your GP needs to refer you for a physical or mental health condition, in most cases you have the right to choose the hospital or service you’d like to go to. You can get further information on your right to choose on the nhs.uk website.

If you are new to the UK

You can still register with a GP. It’s free to use and your immigration status does not affect your right to register with a GP.

If you are away from home but still in the UK

If you are away from home for more than 24 hours (but less than 3 months), you can register as a temporary patient near where you’re staying.

You can also change your nominated pharmacy so you can get your medicine nearby. You can do this by contacting your practice or via the NHS App.

Do general practices charge for anything?

NHS GP services are free.  Sometimes, if you ask the GP to do private work (like writing a letter for insurance), they may charge a fee.

How should everyone be treated?

The practice should treat everyone fairly, kindly and respectfully.  Likewise, you should also treat staff with respect.  The practice can remove patients from their list if they are violent or abusive to staff.

To learn more about your rights, you can read the NHS Constitution.

How can you help your general practice?

1. Be prepared: Before an appointment, think about writing down your symptoms, what you are worried about and what you want to talk about.
2. Be on time: Being late for an appointment or being unavailable for a timed call-back can affect other patients.
3. Cancel if needed: If you can’t go to your appointment, tell the practice as soon as you can, so that they can offer it to someone else.
4. Use the NHS App or website: If you’re confident using smart phones or computers, you can book or cancel appointments, order repeat prescriptions, and see your test results online.
5. Turn on notifications: If you use the NHS App, turn on notifications so the practice can contact you more easily.  Please keep an eye out for messages.
6. Order repeat medicines on time: Make sure you ask for repeat prescriptions on time, so you don’t run out, and only order what you need.
7. Join the Patient Participation Group: You practice will have a group of patients who can offer feedback on the services it delivers. Your practice website should explain how you can join.

How can you give feedback or raise concerns?

If you want to give feedback, raise a concern or wish to make a formal complaint, ask to speak to the practice manager. If you don’t feel comfortable doing this, contact your integrated care board (ICB) – the local NHS body that oversees GPs practices. You can find your local integrated care on the NHS England website.

You can also give feedback about your practice to your local Healthwatch. Their job is to make sure NHS leaders and other decision-makers hear your voice and use your feedback to improve care. Healthwatch is independent and impartial, and any information you share with them is confidential. To find your local Healthwatch visit the Healthwatch website.

_{Source: NHS England » You and your general practice – English
Publication reference: PRN01907}

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.