The Nottingham and Nottinghamshire Ecosystems Platform and Notts Care Record is a shared system that allows healthcare staff within the Nottingham and Nottinghamshire health and social care community to appropriately access the most up-to-date and correct information about patients involved in their care, to deliver the best possible care.

Disclosure of information

You have the right to object to how and with whom we share the information that is within your records that could identify you. This will be noted within your records so that all staff involved with your care and treatment are aware of your decision. By choosing this option, it may mean that the delivery of your care or treatment is more difficult. You can also change your mind at any time about your decision.

How you can access your records

The Data Protection legislation gives you a right to access the information we hold about you in our records. We will provide your information that you are entitled to within a calendar month once you have provided

• adequate supporting information to enable us to verify your identity and locate your records,
• An indication of what information you are requesting, to enable us to locate it in an efficient manner.

Stenhouse Medical Centre is only the data controller for their data within the Notts Care Record.  If you wish to access the data that other organisations have put in it then you will need to contact their Information Governance team and request it.

You as an individual have the right to have erased any records that have been inaccurately added to your medical records, personal records or other computerised system. If you think any information is inaccurate or incorrect, please contact us using the details below.

Ultimately, if you are unhappy with the way we have handled your information you have the right to make a complaint to us or to the Information Commissioner’s Office (the ICO).

• Privacy Notice
• Notts Care Record Patient Leaflet

Privacy Notice COVID-19

This privacy policy is to run alongside our standard practice Privacy notice

Privacy Notice For Patients

 

Practice Complaints Procedure

Patient feedback is important to us as it helps us to improve the service we provide to patients. We take patient complaints seriously and will attempt to address your concerns to your satisfaction.

How do I make a complaint?

If you wish to complain please contact the Practice Manager either in person, by phone or in writing:

Tel: 0115 9673777

 

Address: Stenhouse Medical Centre,

66 Furlong Street,

Arnold,

Nottingham

NG5 7BP

 

By email: nnicb-nn.stenhouse@nhs.net

 

If you are complaining on behalf of someone else, the practice needs to know that you have their permission to do so.

 

What Happens Next?

The complaint will be acknowledged within 3 working days.  The practice will respond, after investigation, within the timeframe specified to you at the acknowledgement stage of the process.  Some complaints may take longer to address but you will be informed of a response time.  If this cannot be met, the practice will keep you informed.

 

Please be assured making a complaint will not adversely affect your ongoing healthcare at the practice.  We will deal with you fairly, compassionately and will endeavour to resolve the situation to a satisfactory conclusion.

 

Wherever possible, we aim to learn from complaints and take action to avoid similar occurrences.

 

How do I complain to someone Independent?

GP Practices would prefer to have the opportunity to answer complaints ourselves in the first instance. However, you may pass your complaint directly to:

 

Patient Experience Team

Nottingham and Nottinghamshire Integrated Care Board

Sir John Robinson House

Sir John Robinson Way

Arnold

Nottingham

NG5 6DA

 

Tel: 0115 8839570

 

Email: nnicb-nn.patientexperience@nhs.net

 

If you would like further information please follow the link to the ICB website: Patient Experience and Complaints – NHS Nottingham and Nottinghamshire ICB

Please click here to view https://practice365.co.uk/uploads/sites/1431/2023/11/Stenhouse-Medical-Centre-PUBLICATION-OF-GP-EARNINGS-1.pdf

Quality – We work within the framework of NHS Primary Care Services to provide high quality care and respond to the needs of all our patients.

Respect – We aim to treat all our patients with courtesy, dignity and respect at all times.

Support – We aim to inform and support patients and empower them to make their own decisions, so as to improve and maintain their own health.

Promote best practice – We promote evidence based practice and adapt this to deliver holistic patient care. We always encourage communication, education and professional development among all members of the practice team.

Patient centred – Our wish is to consider our patients in everything we do and to balance the needs of the individual and the practice population. We aim to achieve this day to day in the unpredictable General Practice environment.

Responsive – We encourage a culture which is innovative, forward looking and adaptable. With this in mind we always welcome and consider feedback from patients and staff. We will respond to your feedback if you request this.

What is a PCN?

PCNs bring together a range of local organisations and groups), including GP practices, community services, social care and the voluntary sector to offer coordinated health and social care to their local populations.

 

What is the purpose of a PCN?

A key focus of the PCNs is helping residents to look after their own health. By intervening at an earlier stage and equipping them with the skills to manage their own health, there will be less likelihood of them needing treatment.  The organisations within the PCNs will work together to create happier, healthier communities and reduce the gap in healthy life expectancy across Nottingham City.

 

Which PCN is my practice in?

Your practice is part of the Arnold and Calverton PCN.

 

What is a Phoenix PCN mid-career fellow?

The Nottinghamshire General Practice Phoenix Programme is the local workforce support organisation for GPs across Nottingham, Nottinghamshire and Bassetlaw. They provide career advice and development opportunities for colleagues at any stage, ranging from GP training into retirement.  They are enabling qualified GPs from the area, in the role of Phoenix PCN mid-career Fellow to undertake quality improvement project work within the PCN.  This project work will focus on improving current systems, pathways and overall patient care in your local area.  For the GP fellow to complete this project work they may contact you to find out your opinions regarding current services however, you can decline to be involved at any stage if you prefer.

In Arnold and Calverton PCN Dr Caroline White is working on a project to improve the detection and management of frailty in older adults.

The Practice staff shall always show due respect and courtesy when dealing with patients and their representatives. We respectfully request that patients and their representatives do the same when dealing with members of the practice team.

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.

No form of aggression (whether verbal or physical in nature) will be tolerated – any instances of such behaviour on the practice premises may result in the perpetrator being reported to the Police and removed from the practice’s List of Registered Patients.

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.

Our practice is approved to train fully qualified doctors who wish to specialise in general practice. Our GP registrar will have had 2-4 years of experience as a qualified hospital doctor working in various specialities. They consult patients on their own, under the mentorship of our trainer, Dr xxxxx. Occasionally we ask permission to video a consultation. You will always be asked in advance and are given the option not to take part, and this will not affect your care in any way. No recording will be taken without your consent and the camera will be switched off on request. These videos are used only for educational purposes with the doctor doing the consultation and are destroyed after use.

Dr xxxxx is currently the GP registrar at the practice.

Medical Students

Medical students are sometimes attached to the practice for 2 – 3 weeks as part of their training. If you do not wish a student to be present during your consultation, please inform the receptionist.

Your patient record is held securely and confidentially on the electronic system at your GP practice. If you require treatment in another NHS healthcare setting such as an Emergency Department or Minor Injury Unit, those treating you would be better able to give you appropriate care if some of the information from the GP practice were available to them.

This information can now be shared electronically via: The Summary Care Record, used nationally across England

The information will be used only by authorised health care professionals directly involved in your care. Your permission will be asked before the information is accessed, unless the clinician is unable to ask you and there is a clinical reason for access.

If you would like to opt out, please ask reception for our opt out form.

A parent or guardian can request to opt out children under 16 but ultimately it is the GP’s decision whether to create the records or not, because of their duty of care to the child. If you are the parent or guardian of a child under 16 and feel that they are able to understand, then you should make this information available to them.

Who Has Access?

Across all health care settings, including urgent care, community care and outpatient departments in England.

Information Source

GP record

Content

• Your current medications
• Any allergies you have
• Any bad reactions you have had to medicines
• Additional information (upon request to your GP)

For more information visit:

www.digital.nhs.uk