All our staff are bound by a confidentiality clause in their contract. We regard all patients details as confidential and treat them with your privacy and dignity in mind.

We are not allowed to give any information about you to anyone else without your permission. This applies to adults and teenagers alike.

Under the Data Protection Act only people involved in your care will have access to your records and no-one without a need to know will access any information about you.

Practice Fair Processing and Privacy Notice

This document outlines who sees your information, what it is used for and who it is shared with.

How we use your information

This document outlines how your information is used.

Keeping your Information Safe

This leaflet describes how we keep your information secure.

GDPR Patient Leaflet

This leaflet gives information regarding the General Data Protection Regulation

NHS Care Records Guarantee

This document outlines the commitment of the NHS to protecting patient data.

The NHS Constitution

In March 2011, the Department of Health published the NHS Constitution. It sets out the guiding principles of the NHS and your rights as an NHS patient.

NHS Keeping your online health and social care records safe and secure.pdf

COMPLAINTS PROCEDURE

 Making a Complaint

The doctors and staff at The Springs Health Centre strive to deliver high quality patient care at all times and in all areas of contact with the patient or patient’s representative.

We are realistic enough to appreciate that there may be times when a patient is unhappy with the service they have received. 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.

However, if you would prefer to make a formal complaint you should do so, preferably in writing as soon as possible after the event and ideally within a few days, as this helps us to establish what happened more easily. We are able to provide you with a separate complaints form  (download complaint form or ask at reception.) to register your complaint. Or you can provide this in your own format providing this covers all the necessary aspects.

If you would rather make your complaint verbally then this can also be arranged. Please ring the Duty Manager on 01246 819444 to arrange a suitable time for you to come into the practice and discuss your complaint face to face

Timescale for Making a Complaint.

Whether you wish to complaint verbally or in writing you should make your complaint within 12 months of the incident, or within 12 months of you discovering that you have a problem, giving as much detail as you can.

Send your written complaint to:

Janina Gawel. Practice Manager. The Springs Health Centre, Recreation Close, Clowne. Derbyshire. S43 4PL

If you are a registered patient you can complain about your own care. You are unable to complain about someone else’s treatment without their written authority. See the separate section in this leaflet.

What we do next

We look to settle complaints as soon as possible.  We will acknowledge receipt within 3 working days, and aim to have looked into the matter within 10 working days. We may contact you again if further information is needed. If the matter is likely to take longer than this we will let you know, and keep you informed as the investigation progresses.

When looking into a complaint we attempt to see what happened and why and to see if there is something we can learn from this. Where your complaint involves more than one organisation (e.g. social services) we will provide you with the relevant contact details and procedures of all organisations or provide a co-ordinated response, whichever is deemed most appropriate.

Where your complaint has been sent initially to an incorrect organisation, we may seek your consent to forward this to the correct person to deal with.

When our investigations are complete a final response will be sent to you. This will include details of the result of your complaint and also your right to escalate the matter further if you are dissatisfied with our response.

Complaining on Behalf of Someone Else

We keep to the strict rules of medical and personal confidentiality. If you wish to make a complaint and are not the patient involved, we will require the written consent of the patient to confirm that they are unhappy with their treatment and that we can deal with someone else about it.

Please ask at reception for the Complaints Form which contains a suitable authority for the patient to sign to enable the complaint to proceed.

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.

We may still need to correspond direct with the patient, or may be able to deal direct with the third party, and this depends on the wording of the authority provided.

NHS Complaints Procedure

The NHS and Social Care Complaints Procedure is a two stage system.  It is recommended that in the first instance all complaints are made directly to your practice, however, if you prefer you can make your complaint via NHS England. 

Once the complaint has been investigated locally, if you remain dissatisfied you can direct your complaint to The Parliamentary & Health Service Ombudsman.  Please note that once a complaint has been forwarded to The Parliamentary & Health Service Ombudsman their decision is final and you cannot ask NHS England to appeal the decision or reinvestigate the complaint.

If you need help making a complaint

If you need help or assistance in making a complaint you can contact Derbyshire MIND who can offer you support and guidance:

Derbyshire MIND

Tel: 01332 62 37 32

By email:advocacy@derbyshiremind.org.uk

By post:   

Derbyshire Mind Advocacy Services
Albany House, Kingsway Hospital
Derby
DE22 3LZ

 Website: www.derbyshiremind.org.uk/contact-us/advocacy-services/

To make a complaint about other NHS Services

Further information on how to complain about other NHS services can be found at:  

https://joinedupcarederbyshire.co.uk/contact-us/how-to-make-a-complaint/

Chief Executive Officer
NHS Derby and Derbyshire Integrated Care Board
1st Floor North
Cardinal Square
10 Nottingham Road
Derby
DE1 3QT

Or email: ddicb.complaints@nhs.net

Contact Details:

NHS England

This is the organisation that deals with the commissioning of primary health care .

By post:     NHS England

PO Box 16738

Redditch

B97 9PT

By email:  england.contactus@nhs.uk

(please write ‘For the attention of the Complaints Manager’ in the subject line.)

Tel: 0300 311 22 33

Parliamentary & Health Service Ombudsman

This is an independent body set up to promote improvement in healthcare by assessing how well services are being provided. Their contact details are:

Tel:    0345 0154033

By post:     The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP

Website: www.ombudsman.org.uk

If you have any further questions regarding making a complaint then please contact our Duty Manager on 01246 819444.

Our approach to your healthcare 

We are a partnership practice (non-limited) providing medical services under a PMS (Personal Medical Services) contract with the Department of Health.

Our aim is to work towards improving the health of the residents of Clowne and to be a forward thinking, modern practice providing quality healthcare designed around the needs of the patients and their families. 

Your rights and responsibilities

You have the right as a patient to be treated with courtesy and respect.  We will listen to your healthcare worries and we will provide medical treatment on the basis of your clinical need.  

Your responsibilities to the practice are to treat the staff who care for you with the same courtesy and respect we give to you.  We ask you to attend all appointments on time or tell us if you cannot keep your appointment.  We also ask you to tell us if you change your address or contact number.

Named Accountable GP

As detailed in our new contract with the Department Of Health, we are required to allocate a named accountable GP to all Patients. Actually, this has always been the case as when you register with us, you are allocated a “registered GP” who will normally be one of the GP Partners at the Practice. This will either be Dr Rossi, Dr Jayadev or Dr Lucking. 

Your named GP is responsible for your overall care at the Practice. If you wish to know which GP Partner is your named accountable GP, you are welcome to ask.

Your named accountable GP will take lead responsibility for your care.

The Accessible Information Standard is an NHS England initiative that tells organisations how to ensure that disabled patients and their carers receive information in formats that they can understand, as well as receiving appropriate support to help them to communicate. Such formats could include large print, braille or easy-read documents.

A disabled person is defined as “Persons with disabilities include those who have long-term physical, mental, intellectual or sensory impairments which in interaction with various barriers may hinder their full and effective participation in society on an equal basis with others.”

Accessible Information standard Poster

Data Protection Privacy Notice 2022

Childrens Privacy Notice 2023

How we use your information 2022

COVID19 Privacy Notice v4 January 2023 extended to 30 April 2023