Access to medical records
You can now see your test results and read notes from your appointments in your NHS account.
This will help you see your test results and read notes from your appointments.
What’s changed
You will now be able to see all the information within your health record automatically.
If you are over 16 and have an online NHS account, such as through the NHS App or NHS website, you can now see all your notes from your GP.
For most people, access will be automatic and you won’t need to do anything.
What health information you can see
You will be able to access:
- notes from GP appointments
- test results
- any letters saved on your records
This only applies to records from your GP, not from hospitals or other specialists.
Privacy advice
If you do not want to see your health record or if you have any concerns, please talk to your GP.
The NHS app and website are secure so no one is able to access your information except you.
If you do not have the NHS app or an online account
These changes only apply to people with the NHS app or an online NHS account.
If you do not want an online account, you can still access your health records by asking at reception.
Complaint Procedure
If you have a complaint or concern about the service you have received from the doctors or any of the staff working in this GP surgery, please let us know. This includes Primary Care Network staff working as part of our GP surgery. We operate a complaints procedure as part of an NHS system for dealing with complaints. Our complaints system meets national criteria.
How to complain
We hope that most problems can be sorted out easily and quickly when they arise and with the person concerned. For example, by requesting a face-to-face meeting to discuss your concerns.
If your problem cannot be sorted out this way and you wish to make a complaint, we would like you to let us know as soon as possible. By making your complaint quickly, it is easier for us to establish what happened. If it is not possible to do that, please let us have details of your complaint:
- Within 6 months of the incident that caused the problem; or
- Within 6 months of discovering that you have a problem, provided this is within 12 months of the incident.
Complaints should be addressed to the GP surgery team verbally or in writing to the Practice Manager. Alternatively, you may ask for an appointment with the GP surgery to discuss your concerns. They will explain the complaints procedure to you and make sure your concerns are dealt with promptly. Please be as specific as possible about your complaint.
What we will do
We will acknowledge your complaint within three working days. We will aim to have investigated your complaint within ten working days of the date you raised it with us. We will then offer you an explanation or a meeting with the people involved, if you would like this. When we investigate your complaint, we will aim to:
- Find out what happened and what went wrong.
- Make it possible for you to discuss what happened with those concerned, if you would like this.
- Make sure you receive an apology, where this is appropriate.
- Identify what we can do to make sure the problem does not happen again.
Complaining on behalf of someone else
We take medical confidentiality seriously. If you are complaining on behalf of someone else, we must know that you have their permission to do so. A note signed by the person concerned will be needed unless they are incapable (because of illness) of providing this.
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.
COVID-19 Privacy Notice
As we move away from the initial response to COVID-19 the health and social care system will need to continue to take action to manage and mitigate the spread and impact of the outbreak. This includes ensuring that approved researchers can continue to securely access pseudonymised data held by GP IT systems to assist the health and care service’s response to COVID-19 by, for example:
- recognising trends in COVID-19 diseases and identifying risks it poses
- controlling and preventing the spread of COVID-19
- monitoring and managing outbreaks
The OpenSAFELY COVID-19 research service provides a secure analytics service that supports COVID-19 research, COVID-19 clinical audit, COVID-19 service evaluation and COVID-19 health surveillance purposes.
Under the COVID-19 Public Health Directions 2020 NHS England has been directed by the Secretary of State for Health and Social Care to establish and operate the OpenSAFELY service. While each GP practice remains the data controller of its own patient data, they are required under the provisions of s259 of the Health and Social Care Act 2012 to provide access to de-identified (pseudonymised) patient data through the OpenSAFELY service.
The service enables individuals (academics, analysts and data scientists) approved by NHS England to run queries on pseudonymised GP and NHS England patient data which is held within the GP system suppliers’ data environments. Controls are in place to ensure that individuals only have access to aggregated outputs from the service (i.e. they cannot access information that either directly or indirectly identifies individuals).
Purpose of this Notice
OpenSAFELY service is used to analyse de-identified (pseudonymised) data within the EMIS and TPP boundaries, to support COVID-19 related research.
This is a continuation of a service which is supported by the BMA which has been operating since 2020. The permanent legal basis (the COVID-19 Direction) above allows the practice to provide this data to NHSE as an ongoing service.
The OpenSAFELY service is a Trusted Research Environment (TRE) established within the secure environment of EMIS and TPP. Researchers write their analysis code away from the patient data; the code is run automatically on de-identified (pseudonymised) patient data; and only the aggregated outputs (now anonymous) are shared with researchers to be used, for example, in journal publications, reports or presentations.
These controls keep patient data secure inside EMIS and TPP and confidential from researchers. The use of TREs and the data processing principles which OpenSAFELY represents is supported by the RCGP.
To date, this service has supported a range of important COVID-19 related research, including one of the world’s first and largest studies to identify the clinical factors associated with COVID-19 related death, which informed the national COVID-19 vaccination strategy and Green Book guidance. Other studies have also informed COVID-19 related NICE guidance and decisions made by SAGE.
All NHS England approved research studies are published online, including sharing the exact analysis code each study used to analyse the patient data, by whom and when such code was run. In future, NHSE will also publish approvals on our data release register.
During the pandemic, and in the recovery phase, de-identified data has been crucial in helping to save lives. It has supported research into COVID-19 and the ways that it has affected our lives, our health, and to identify effective medicines and treatments.
Research has helped to identify new treatments for COVID-19 and to understand how we can keep our communities safe. Data has helped us to prioritise the right care to the most vulnerable in our society and to develop vaccines to protect against COVID-19.
If you have any questions, please contact us at [email protected]
Recording of processing
A record will be kept by Ashmore Park Medical Centre of all data processed under this Notice.
Sending Public Health Messages
Data protection and electronic communication laws will not stop Ashmore Park Medical Centre from sending public health messages to you, either by phone, text or email as these messages are not direct marketing.
Digital Consultations
It may also be necessary, where the latest technology allows Ashmore Park Medical Centreto do so, to use your information and health data to facilitate digital consultations and diagnoses and we will always do this with your security in mind.
Creating a new NHS England: NHS England and NHS Digital merged on 1 February 2023. All references to NHS Digital now, or in the future, relate to NHS England.
Did not attend (DNA) policy
What a DNA is
A DNA appointment is when a patient does not turn up for appointments, and does not contact the surgery to cancel or change the appointment.
This creates a significant strain on the NHS.
We understand that there are situations that can make it impossible for you to cancel your appointment, for example being admitted to hospital.
Our DNA policy
- If you fail to attend 2 or more appointments in the the previous month, you will get a warning letter.
- If you’ve had a warning letter and you miss another appointment, you’ll get another letter. This will say that you can only book appointments on the day, and not in advance.
- If you do not attend same day appointments, we will invite you to discuss a contract and an appointment plan. This will include you calling to confirm an appointment, if not it will be cancelled.
Warning letters last 12 months.
Cancelling appointments
To avoid DNA appointments, you can use the NHS app or online services to cancel your appointments.
You can also get a text reminder of your appointment, and you can reply to this to cancel if necessary. Please make sure we have the right mobile number for you.
Contact us
If you would like to discuss DNAs, please contact the surgery.
General practice data for planning and research (GPDfPR)
General practice data for planning and research (GPDfPR)
NHS Digital has been collecting data from GPs through its trusted General Practice Extraction Service.
This system is now being replaced with their new General Practice Data for Planning and Research (GPDPR) service, a broader general-purpose collection which will enable faster access to pseudonymised patient data for planners and researchers.
The NHS needs data about the patients it treats in order to plan and deliver its services and to ensure that care and treatment provided is safe and effective. The General Practice Data for Planning and Research data collection will help the NHS to improve health and care services for everyone by collecting patient data that can be used to do this.
GP practices already share patient data for these purposes, but this new data collection will be more efficient and effective.
This means that GPs can get on with looking after their patients, and NHS Digital can provide controlled access to patient data to the NHS and other organisations who need to use it, to improve health and care for everyone.
Opting out of NHS Digital collecting your data (‘Type 1 opt-out’)
If you do not want your identifiable patient data to be shared outside of your GP practice for purposes except for your own care, you can register an opt-out with your GP practice. This is known as a Type 1 opt-out.
Type 1 opt-outs were introduced in 2013 for data sharing from GP practices, but may be discontinued in the future as a new opt-out has since been introduced to cover the broader health and care system, called the National Data Opt-out. If this happens people who have registered a Type 1 Opt-out will be informed.
NHS Digital will not collect any patient data for patients who have already registered a Type 1 opt-out in line with current policy. If this changes patients who have registered a Type 1 opt-out will be informed.
How to register a Type 1 opt-out
To register a Type 1 opt-out you need to do the following.
- Download the Type 1 opt-out form from the NHS website
- Complete the form and return it to your GP practice – you can do this by post or email, or leave it in person.
You can also contact us for a form to be sent out to you.
You can register a Type 1 opt-out at any time. You can also change your mind at any time and withdraw a Type 1 opt-out. If you have already registered a Type 1 opt-out with your GP practice your data will not be shared with NHS Digital.
If you have previously registered a Type 1 opt-out and you would like to withdraw this, you can also use the form to do this.
How to make a complaint about Primary Care Services
From 1 July 2023 the way to make a complaint about primary care services to the commissioner is changing.
By primary care services we mean GPs, dentists, opticians or pharmacy services.
Please ensure your patients are aware of the following information via your website or other communications channels:
You have the right to make a complaint about any aspect of NHS care, treatment or service, this is written into the NHS Constitution on GOV.UK.
From 1 July 2023 the way you make a complaint about primary care services to the commissioner is changing.
By primary care services we mean GPs, dentists, opticians or pharmacy services.
There are two ways you can make a complaint:
- You can complain to the healthcare provider: this is the organisation where you received the NHS service, for example a GP surgery or dental surgery.
- You can complain to the commissioner of the service: this is the organisation that paid for the service or care you received.
After 1 July 2023 if you want to make a complaint about primary care services to the commissioner you will now contact the Black Country Integrated Care Board instead of NHS England.
You can do this by:
Telephone: 0300 0120 281
Email: [email protected]
Writing to us at: Time2Talk, NHS Black Country Integrated Care Board (ICB) Civic Centre, St Peter’s Square, Wolverhampton, WV1 1SH
If you want to make a complaint directly to the provider of the primary care service, you still can – that does not change on the 1 July 2023.
Ongoing complaints
If you have an ongoing complaint placed on or after 1 July 2022, you will receive a letter from NHS England informing you that the Black Country ICB is now handling your complaint, this will include confirmation of your case handler.
If you have an ongoing complaint placed before 1 July 2022, you will receive a letter from NHS England informing you that your complaint is being retained by NHS England, this will include confirmation of your case handler.
Find out more about how to feedback or make a complaint about an NHS service
Named GP
Patients registered at the Surgery have a named, accountable doctor who is responsible for coordinating their care.
Your named doctor will be allocated to you by the practice.
You can still talk to or make appointments to see any of our doctors or nurses, not just your named GP.
If you have a preference and would like to request a particular doctor at the practice to be your named GP please talk to one of our receptionists.
Patient confidentiality
We respect your right to 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.
This 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 the Practice Manager.
Your confidentiality is important to us
You can be sure that anything you discuss with any member of this practice – family doctor, nurse, receptionist – will stay confidential.
Even if you are under 16 nothing will be said to anyone – including parents, other family members, carer workers or tutors – without your permission. The only reason why we might want to consider passing on confidential information without your permission, would be to protect you or someone else from serious harm. We would always try to discuss this with you first.
If you are being treated elsewhere – for example at a hospital or Brook centre – it is best if you allow the doctor or nurse to inform the practice of any treatment you are receiving.
If you have any worries about confidentiality please feel free to ask a member of staff.
Patient Privacy Notice
Please click here for our Patient Privacy Notice
Violent and abusive behaviour
As an employer, the practice has a duty to care for the health and safety of its staff.
The practice also has a legal responsibility to provide a safe and secure working environment for staff.
All patients are expected to behave in an acceptable manner and violent or abusive behaviour towards staff or patients may result in removal from our practice list or even criminal proceedings. The practice follows the NHS guidance concerning zero tolerance.
The practice has a policy of zero tolerance of verbal and physical violence towards GPs, staff or other patients.
The practice will request the removal of any patient from the practice list who is aggressive or abusive towards a doctor, member of staff, other patient, or who damages property.
We report all physical abuse to the police as an assault.
We expect all patients to be responsible and avoid attending the surgery under the influence of alcohol or illegal drugs.
Any alteration of prescriptions is illegal and will not be tolerated.
If you’re unhappy with the quality of service you have the right to register with another practice without notifying us.
On the very rare occasions when a patient repeatedly ignores their responsibilities to the Practice, we have the right to remove the patient from our Practice list.
Unacceptable behaviour
Examples of unacceptable behaviour include:
- violence
- excessive noise eg recurrent loud or intrusive conversation or shouting
- threatening or abusive language involving swearing or offence remarks
- derogatory racial or sexual remarks
- malicious allegations relating to members of staff, other patients or visitors
- offensive sexual gestures or behaviours
- abusing alcohol or drugs on practice premises
- drug dealing on practice premises
- wilful damage to practice property
- threats or threatening behaviour
- theft
Zero tolerance
Our staff have the right to be treated with dignity and respect at all times.
They should be able to do their jobs without being physically or verbally abused.
Anyone found abusing the staff in person or on the telephone will be asked to leave the practice.
This behaviour will not be tolerated.
Removal from the patient list
In exceptional circumstances, a breakdown may occur between a doctor and their patient.
If the breakdown is serious, for example physical or verbal abuse to any member of the practice team, the doctors may feel that the relationship has been compromised.
We may take steps to remove the patient from the doctor’s list. Where possible, we prefer to discuss with the patient to try to find a solution.
We give reasons for removal in writing.