We always try to give you the best service possible, but there may be times when you feel this has not happened. This document aims to explain what to do if you have a complaint about the service you have received from the doctors or any member of staff within this practice.

Practices are required, under the GMS contract, to allocate a named accountable GP to all patients, including children. It is important that you are aware that this is purely an administrative exercise and does not change the way in which we operate or affect your ability to make an appointment or speak with any of the GPs in the practice.

We have now allocated all patients to a named GP. We have done this as per your registered GP.

New patients registering will be allocated within 21 days of registration. This will be the named GP that appears on your medical card.

Should you express a wish to change your named GP we will do our best to accommodate your wishes. Please write to the Practice Manager requesting the change.

We respect your right of privacy and keep all your health information confidential and secure.

It is important that the NHS keeps accurate and up-to-date records about your health and treatment so that those treating you can give you the best possible care.

The information may be used for management and audit purposes. However it is usually only available to, and used by, those involved in your care.

You have the right to know what information we hold about you. If you would like to see your records. Please contact our practice manager.

The practice is registered and fully complies with the Data Protection Act 1998 and General Data Protection Regulation (GDPR) 2018. Any request for access to notes by a patient, patient’s representative or outside body will be dealt with in accordance with the Act.

Requests for information should be submitted in writing with the patient’s signed authorisation included for information to be released. For direct requests, patients will be asked to complete a ‘medical consent’ form at Reception.

If you require further information, please speak to a member of our Reception Team.

This policy sets out the basis on which any personal data we collect from you, or that you provide to us, will be processed by us. Please read this policy carefully.

Definitions and interpretation:

In this privacy policy, unless the context requires a different interpretation:

The singular includes the plural and vice versa;

References to sub-clauses, clauses, schedules or appendices are to sub-clauses, clauses or appendices of this privacy policy;

A reference to a person includes firms, companies, government entities, trusts and partnerships;

“Including” is understood to mean “including without limitation”;

Reference to any statutory provision includes any modification or amendment of it;

The headings and sub-headings do not form part of this privacy policy.

Information we may collect from you

We may collect and process the following data about you:

Information you give us. You may give us information about you by filling in forms or by corresponding with us by phone, email or otherwise. This includes information you provide us when you use our site, fill out online enquiry forms, request a prospectus or any other additional information. The information you give us may include your name, address, email address and phone number, payment information, personal description and photograph.

Our use of Data

Unless we are obliged or permitted by law to do so, and subject to any third-party disclosures specifically set out in this policy, your Data will not be disclosed to third party.

We take the privacy and security of your personal data very seriously. We ensure we handle your data with the highest level of care by having clear internal policies and procedures, physical security to our premises and IT security technologies to prevent the unauthorised access, damage and loss of your data.

The personal data that we collect from you is only stored inside the European Economic Area (EEA), therefore ensuring we achieve the maximum privacy and security in line with UK Data Protection Laws.

Any or all of the above Data may be required by us from time to time in order to provide you with the best possible service and experience when using our Platform.

Information you give to us – We will use this information:

To carry out our obligations arising from any contracts entered into between you and us and to provide you with the information, products and services that you request from us.

To provide you with information about other goods and services we offer that are similar to those that you have already purchased or enquired about.

Disclosure of your information

You agree that we have the right to share your personal data with:

Any member of our group, which means our subsidiaries, our ultimate holding company and its subsidiaries, as defined in section 1159 of the Companies Act 2006.

Selected third parties including:

business partners, supplier and sub-contractors for the performance of any contract we enter into with them or you;

1. with any prospective seller or buyer in the event that we sell or buy any business or assets;
2. with any purchaser in the event that we are acquired by a third party, in which case personal data will be one of the transferred assets.

Regulatory organisation or other third parties if we are under a duty to disclose or share your personal data in order to comply with legal obligations, or in order to protect the rights, property or safety of us, our customers or others, or when we believe disclosure is necessary or appropriate in connection with an investigation of suspected or actual fraud or other illegal activity.

Your rights

Our site may, from time to time, contain links to and from the websites of our partner networks, advertisers and affiliates. If you follow a link to any of these websites, please note that these websites have their own privacy policies and that we do not accept any responsibility or liability for these policies. Please check these policies before you submit any personal data to these websites.

Access to Information

The Act gives you the right to access information held about you. You may request from us a copy of personal data we hold on you.

Security

Data security is of great importance to us and to protect your Data we have put in place suitable physical, electronic and managerial procedures to safeguard and secure Data collected.

We endeavour to do our best to protect your personal Data. However, transmission of information over the Internet is not entirely secure and is done at your own risk.

Why we collect information about you.

Your practice is a member of Birmingham SmartCare Federation. The Federation is committed to improving primary and community-based services provided in Central, South and West Birmingham. It offers a wide range of high quality health and social care services delivered from local sites at times and locations that are convenient to you. This includes access to evening and weekend face to face and telephone consultations.

When you see a clinician or have a telephone consultation at one of our hub sites you will be asked to give consent to share your medical records. This is so that the clinician treating you has a full understanding of your medical history, any medications, and previous consultations and investigations. Access to this information will ensure that you receive the correct type of care and that a record of the consultation is added to your shared medical record so that your own GP is fully informed of the consultation and any treatment given. The hub clinicians are only allowed to view your medical records when they have your explicit consent to do so, or there is an over-riding legal reason for them to have the information, for example, safeguarding children or vulnerable adults. To ensure that we comply with our Data Protection responsibilities in keeping your information safe you will be asked to give your consent every time you see a hub clinician.

How we keep your records confidential

Everyone working for the NHS is subject to the Common Law Duty of Confidence. Information provided in confidence will only be used for the purposes stated and where the patient has given their explicit consent, unless there are other circumstances covered by the law.

Information sharing with other NHS and non-NHS organisations

For your benefit, we may also need to share information we hold about you with other organizations involved in your care such as other NHS organizations, Social Services or charitable and voluntary bodies working with us to improve your care. However, we will not disclose any information to third parties without your explicit consent, unless there are exceptional circumstances, such as when the health or safety of yourself or others is at risk or where the law requires it.

If we are asked to share information with a non-NHS organisation that does not directly relate to your care, we will always seek your consent prior to any information being shared. If you choose not to consent to this when asked, then that decision will be recorded and respected.

Your right to object to us sharing your personal information

You have the right to object to the sharing of your personal information. The possible consequences will be fully explained to you so that you are able to make an informed decision.

Your rights under the Data Protection Act

Patients and service users, as data subjects, have a number of rights under the Data Protection Act, including a general right of access to personal data (electronic or paper) held about them.

In addition, Birmingham SmartCare will always obtain explicit consent before viewing your data. You have the right to object to sensitive information such as Fertility treatments/embryology; Sexually Transmitted Infections; Gender realignment; HIV/AIDs diagnosis; termination of pregnancy being shared with Birmingham SmartCare or other NHS or Non-NHS organizations by your own practice. Equally you have the right to object to Birmingham SmartCare sharing sensitive information with your own practice or other agencies following a consultation with one of our clinicians.

Right of access to your Birmingham SmartCare Data

You can make your own application to see the information Birmingham SmartCare holds about you, or you can authorize someone else to make an application for you. A parent or guardian, a patient representative, or a person appointed by the Court may also apply. If you wish to access your personal data, then please contact:

Birmingham SmartCare,
Vwv – Narrow Quay House,
Narrow Quay,
Bristol,
England,
BS1 4QA

In order for Birmingham SmartCare to fulfil its responsibilities under the Act, you may be asked to provide proof of your identity, and any further information required to locate the record you have requested.

Withholding information about you

Information may be withheld if the organization believes that releasing the information to you could cause serious harm to your physical or mental health. We do not have to tell you that information has been withheld.

Information may also be withheld if another person (i.e. third party) is identified in the record, and they do not want their information disclosed to you. However, if the other person was acting in their professional capacity in caring for you, in normal circumstances they could not prevent you from having access to that information.

Correcting inaccurate information

NHS organizations have a duty to ensure your information is accurate and up to date to make certain we have the correct contact and treatment details about you.

If your information is not accurate and up-to-date, you can ask us to correct the record. If we agree that the information is inaccurate or incomplete, it will be corrected. If we do not agree that the information is inaccurate, we will ensure that a note is made in the record of the point you have drawn to the organization’s attention.

Further Information

If you would like to know more about Birmingham SmartCare please go to our www.smartcarebham.org.uk. If you would like to know about how we use your information or if (for any reason) you do not wish to have your information used in any of the ways described above, please speak to the health professionals concerned with your care. Alternatively ask to speak to the Practice Manager at your registered practice.

General

You may not transfer any of your rights under this privacy policy to any other person. We may transfer our rights under this privacy policy where we reasonably believe your rights will not be affected.

If any court or competent authority finds that any provision of this privacy policy (or part of any provision) is invalid, illegal or unenforceable, that provision or part-provision will, to the extent required, be deemed to be deleted, and the validity and enforceability of the other provisions of this privacy policy will not be affected.

Unless otherwise agreed, no delay, act or omission by a party in exercising any right or remedy will be deemed a waiver of that, or any other, right or remedy.

This Agreement will be governed by and interpreted according to the law of England and Wales. All disputes arising under the Agreement will be subject to the exclusive jurisdiction of the English and Welsh courts.

Changes to this privacy policy

We reserve the right to change this privacy policy as we may deem necessary from time to time or as may be required by law. Any changes will be immediately posted, and you are deemed to have accepted the terms of the privacy policy on your first use following the alterations.

Our Data Protection Officer

Paul Couldrey

PCDC,
NBV Enterprise Centre,
6 David Lane,
Nottingham,
Nottinghamshire,
NG6 0JU

0115 838 6770
info@pcdc.org.uk

We aim to treat our patients courteously at all times and expect our patients to treat our staff in a similarly respectful way.

We take seriously any threatening, abusive or violent behavior against any of our staff or patients. If a patient is violent or abusive, they will be warned to stop their behavior. If they persist, we may exercise our right to take action to have them removed, immediately if necessary, from our list of patients.