Ibstock SurgeryTel: 01530 263467
Barlestone SurgeryTel: 01455 299920
While we constantly strive to provide an excellent, friendly and efficient service, we realise that occasionally things do not go as smoothly as we would like.
If you are unhappy with something we have done, please speak Diane Sheasby, our Clinical Team & Premises Manager.
We will always try and sort anything out as soon as possible but we do have an official practice complaints policy for situations which can't be resolved quickly and verbally.
The Health Service Ombudsman has published a booklet that describes the ‘six principles for remedy’ in relation to complaints handling and involves:
If you remain unhappy after everything has been done to try to resolve your concern or complaint you have the right to approach the Ombudsman. Tel: 0345 015 4033 Email: firstname.lastname@example.orgWrite: Millbank Tower, Millbank, London SW1P 4QP.
If you have a complaint or concern about the service you have received from this Practice, please let us know. We operate a Practice Complaints Procedure as part of an NHS system for dealing with complaints. Our Complaints system meets national criteria.
We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible – ideally within a matter of days or at most a few weeks, as this will enable us to establish what happened more easily.
If it is not possible to do that, please let us have details of your complaint:
Complaints should be addressed to the Practice Manager, or any of the Doctors. Alternatively, you may ask for an appointment with the Practice Manager in order to discuss your concerns. She will explain the Complaints Procedure to you and will make sure that your concerns are dealt with promptly. It will be a great help if you are as specific as possible about your complaint.
We shall acknowledge your complaint within three working days and aim to send you a full response within 40 working days of the date when you raised it with us.
When we look into your complaint, we shall aim to:-
Please note that we keep strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, we have to know that you have their permission to do so. A declaration signed by the person concerned will be needed unless they are incapable (because of illness) of providing this.
In accordance with the General Data Protection Regulation, patients (data subjects) have the right to access their data and any supplementary information held by Ibstock & Barlestone Surgeries; this is commonly known as a data subject access request (SAR). Data subjects have a right to receive:
Patients can have access on an ongoing basis to their medical record via the NHS App or SystmOnline. This service will enable the patient to view coded information held in their health record. Prior to accessing this information, you will have to complete a form and visit the practice and undertake an identity check before being granted access to your records.
In addition, you can make a request to be provided with copies of your health record. To do so, you must submit a Subject Access Request (SAR) form; this can be submitted electronically and the SAR form is available below. Alternatively, a paper copy of the SAR is available from reception. You will need to submit the form via email to email@example.com or return the completed paper copy of the SAR to the practice. Patients do not have to pay a fee for copies of their records. When the copy of your records is ready for collection, you will need to attend in person with ID before they can be handed over to you. You will be advised of the ID we require soon after we receive your completed form. Please ensure you put a current mobile phone number or email address so we can contact you.
Download a Subject Access Request form here or the Word version here.
Once the SAR form is submitted, Ibstock & Barlestone Surgeries have 30 days to process your request. We will try and do it sooner but due to the volume of requests we're receiving, this may not always be possible.
There may be occasions when the data controller will withhold information kept in the health record, particularly if the disclosure of such information is likely to cause undue stress or harm to you or any other person.
All our patients have been allocated a named GP who is responsible for patients’ overall care at the practice. In addition new patients will be allocated a GP on registration. If you wish to find out who this is, please ask when you are seeing a clinician and they will be happy to tell you. Alternatively call reception and they will let you know. If you have a preference for a particular GP, please let us know and we will do our best to accommodate your request. However please don’t forget that you are free to see any GP when you request an appointment (unless you need the duty doctor) and we will try and accommodate you.
Ibstock & Barlestone Surgeries comply with all infection prevention and control legislation and standards. Our nurse Jill Leeson is the infection control lead and Dr Sil is the GP with responsibility for this area. If you have any concerns or questions about infection prevention and control here at the surgery please raise these with Diane Sheasby, our Operations Manager in the first instance.
Please direct any Freedom of Information requests to the Business & Finance Manager in writing and we will fulfill them according to our practice Freedom of Information policy which reflects our legal obligations as set out by the ICO.
We ask you for information so that you can receive proper care and treatment.
We keep this information, together with details of your care, because it may be needed if we see you again.
We may use some of this information for other reasons: for example to help us protect the health of the public generally and to see that the NHS runs efficiently, plans for the future, trains its staff, pays its bills and can account for its actions. Information may also be needed to help educate tomorrow’s clinical staff and to carry out medical and other health research for the benefit of everyone.
Sometimes the law requires us to pass on information: for example, to notify a birth.
You have a right of access to your health records. All requests for access must be in writing using the form provided by the practice.
Please see below details of our privacy policies
Privacy Notice Care Quality
Privacy Notice For Staff
Privacy Notice For Emergencies
Privacy Notice For Direct Care Inc Refferal
Privacy Notice For NHS Digital
Privacy Notice Public Health
Privacy Notice Risk Stratification
Privacy Notice Safeguarding
Privacy Notice For Telephone Recording
Everyone working for the NHS has a legal duty to keep information about you confidential.
You may be receiving care from other people as well as the NHS. So that we can all work together for your benefit we may need to share some information about you.
We only ever use or pass on information about you if people have a genuine need for it in your and everyone’s interests. Whenever we can we shall remove details that identify you.
The sharing of some types of very sensitive personal information is strictly controlled by law.Anyone who receives information from us is under a legal duty to keep it confidential.
The duty of confidentiality owed to a person under 16 is as great as the duty owed to any other person. Young people aged under 16 years can choose to see health professionals, without informing their parents or carers. If a GP considers that the young person is competent to make decisions about their health, then the GP can give advice, prescribe and treat the young person without seeking further consent.
However, in terms of good practice, health professionals will encourage young people to discuss issues with a parent or carer. As with older people, sometimes the law requires us to report information to appropriate authorities in order to protect young people or members of the public.
Guide To Accessing Services For Young People (13-16 Year Olds)
HOW WE SHARE YOUR DATA – Local & National Schemes
Provision of Information to Third Parties
The practice may share your personal information with other NHS organisations where this is appropriate for your healthcare.
In other circumstances we may approach you for specific consent to release personal information to third parties.
In some circumstances there are statutory or ethical obligations to disclose information to others (such as public health issues) which may not require your consent. However you will be consulted about these in advance unless there is an over-riding public interest in not doing so.
Please see more information in our Privacy Policies above.
SUMMARY CARE RECORD
What is a Summary Care Record (SCR)?
Your Summary Care Record is an electronic summary of key information from your GP medical record. If you need healthcare away from your usual doctor’s surgery, your SCR will provide those looking after you with this information to help them give you better and quicker care.
This can be especially useful:
You can choose how much information is shared through your Summary Care Record. You are much more likely to reap the benefits of SCR if you choose the enhanced version (option 2).
All patients, unless they have opted out, have a ‘core’ Summary Care Record including basic information about their current medications, allergies, and bad reactions they have had to medicines.
This means your record will contain the ‘core’ information plus extra information that you think would be helpful for the healthcare staff who treat you. You must give your explicit consent for this.
That extra information could include:
Information from your GP record concerning your current medications, allergies and bad reactions to medicines will not be readily available to other services treating you. Fewer than 5% of patients have chosen to opt out.
For more information, or to request an enhanced Summary Care Record, please talk to the staff at your GP practice. You can change your mind about what information you share at any time.
Essential details about your healthcare can be very difficult to remember, particularly when you are unwell. Having an enhanced Summary Care Record means that healthcare professionals treating you will be better informed about you, which will increase the quality of your care.
You may already have seen the benefits of having a core Summary Care Record. One common benefit is when a patient is admitted to hospital and the Clinician treating them is able to see they are allergic to a particular medication and so prescribe an alternative.
Your Summary Care Record can only be viewed by authorised staff who have an NHS smartcard with a chip and PIN. They must also ask for your consent to view your Summary Care Record, unless you are unconscious or otherwise unable to communicate and they believe that accessing your record is in your best interest. All access to your Summary Care record is documented and audited by the Privacy Officer of the organisation to ensure it is appropriate.
An enhanced Summary Care Record is not a copy of your whole record. Sensitive information such as fertility treatments, sexually transmitted infections, pregnancy terminations or gender reassignment will not be included, unless you specifically ask for it to be.
There are two kinds of risk stratification:
The first kind is a process for identifying some patients within a Practice who might benefit from extra assessment or support with self-care because of the nature of their health problems. The process is a mixture of analysis of information by computer followed by review of the results by a clinical team at the Practice.
The analysis can, for example, help predict the risk of an unplanned hospital Admission so that preventative measures can be taken as early as possible to try and avoid it. In the end, it is the clinical team of the GP Practice that will decide how your care is best managed.
The second kind is a process for identifying patterns of ill health and needs across our local population. This will be done by pulling together all the information in an anonymised file (where your identity has been removed) to look at patterns and trends of illness across Leicester, Leicestershire and Rutland as a whole. This will help our Public Health Department and those in the NHS who are responsible for planning and arranging health services across Leicester, Leicestershire and Rutland (known as commissioners) better understand the current and possible future health needs of the local population. This will help them make provision for the most appropriate health services for the people of this area. This group of staff will not be able to identify you as an individual under any circumstances.
In both cases secure NHS systems and processes will protect your health information and patient confidentiality at all times
The minimum amount of information about you will be used. The information included is:
Information from your GP record will be sent via a secure computer connection to a special location called a ‘safe haven’ at NHS Arden and Greater East Midlands Commissioning Support Unit (NHS Arden & GEM CSU) in Leicester This safe haven carries special accreditation from the NHS. It is designed to protect the confidentiality of your information. There are strict controls in place. It enables information to be used in a way that does not identify you. The GP Practice remains in control your information at all times.
Before any analysis starts, any information that could identify you will be removed and replaced by a number. The analysis is done by computer. The results are returned to the GP Practice. Only your GP Practice can see the results in a way that identifies you.
The results can help the clinical team decide on some aspects of your future care. For example, if the clinical team at the Practice think that you might benefit from a review of your care, they can arrange this. You may then be invited in for an appointment to discuss your health and treatment. If the Practice thinks you might benefit from referral to a new service, this will be discussed with you firstly.
Address policy for children who have more than one address
As is their right our GP's have chosen not to engage in the firearms certification process. Therefore, we do not accept applications for gun licence certificates.
As per guidance from the British Medical Association (BMA), It is the applicant’s responsibility to arrange for an alternative GP (or another suitably qualified doctor registered with the GMC) to undertake certification. We will however be happy to supply copies of medical records to facilitate this if required.
We are sorry for any inconvenience this may cause.