Practice Policies & Patient Information

Access to Medical Records

The practice is registered and complies with the Data Protection Act 1998. Any request for access to notes by a patient, patient’s representative or outside body will be dealt with in accordance with the Act. Please contact the Practice Manager for further information.

Access to Records

Data subjects have the right to have access to data held on them using a Subject Access Request (SAR) process and withdraw existing consent to access and use of their data by an organisation.

There is no set format for submitting a Subject Access Request; it can be done in writing, in person or over the phone; however to assist the process this Practice recommends that our Subject Access Request Form is used.

Data will only be released to the subject therefore it is imperative that the subject is identified. Where the Practice has not retained copies of patient’s identify, due to legacy regulation pertaining to identification and retention of records, patient will be asked to verify their identity prior to data being released.

Prior to the release on documents the Practice has a legal duty to review them and remove any information that identifies third parties or may cause harm or distress to the subject.

The Practice has an obligation to provide information requested through a Subject Access Request within 28 days. Patients can gain up to date live access to their medical records through the online portal ‘Patient Access’.

Alternatively, if you are an online user, you can request limited access to your detailed coded records by completing our dedicated form here: Patient Online Records Application form Jul 2021.

Proxy access to medical records

Giving another person access to your GP online services

Did you know that you can choose to give another person access to your GP online services on your behalf? You don’t need to know how to use these services or have a computer yourself to give another person access.

Who can have access?

You choose who you want to give access to. This could be your carer, partner, parent or another family member. You can also give access to more than one person. Giving access to another person is your choice. No-one can go to your GP surgery and ask for access to your online services without your permission.

You also choose which online services you want each person to use. These are booking appointments, ordering repeat prescriptions and looking at your GP record. You decide whether to let them use one, two or all of the services on your behalf.

Why you may want to give another person access

You may wish to allow another person to use your online services for different reasons. For example:

You are very unwell or just need help managing your health
You have a long term condition ,for example diabetes, heart disease, asthma or high blood pressure and would like support with checking test results, ordering repeat prescriptions and understanding your treatment
You are finding it more difficult to look after yourself, for example due to memory issues or speech difficulties
You have learning difficulties and want someone else to help you understand your health
You have a carer who can help you manage your health
You may be planning for the future or choosing someone to hold lasting power of attorney for health and social care for you
You are a young person and would like your parent or guardian to look after your health. Some surgeries only allow this for children under the age of 12
You work away from home or are just busy and need help with booking appointments or ordering repeat prescriptions
You are not comfortable with using computers, smart phones, or tablets

For more information on GP online services for carers, see our leaflets ‘GP online services for carers including young carers’ and ‘Giving employed carers access to your GP online services’. These can be found at Getting started with GP online services.

Benefits

Before giving another person access, you should think about what the benefits will be for you. If you cannot think of any, then you should think very carefully whether allowing them access is the right thing to do. Some of the benefits are:

You have peace of mind that someone is supporting you with managing your health
The person you choose can help you make sure the information your surgery has about you is correct, for example your medication and allergies
You know that someone else understands your medical information and can provide information when you are unable to. This could be when you are unconscious or too unwell to speak or when you need help explaining or understanding something
You can benefit from the convenience of using GP online services even if you do not use a computer or do not have access to the internet
One member of the family can book appointments for everyone in the household and make sure the appointments fit with your family activities

If you have a carer, using GP online services can save them time allowing them to spend more time looking after your needs.

What other patients who use this service had to say

‘I access my son’s online services to order his repeat prescriptions, it is definitely worthwhile and saves a trip to the surgery. As long as I can remember my login details, it is easy to use. I use this service every couple of months when prescriptions are due.’

– Andy, Street Lane Practice.

‘My daughter having access to my GP records gives me peace of mind and the knowledge that I am being cared for.’

– Freda, Rotherham Road Medical Centre.

‘This online system is brilliant and means I do not have to waste valuable doctors’ time phoning the practice, which is beneficial for all patients at the practice. I can login once a week to see if we have any issues with my three children. The system is secure with passwords and usernames which can be changed at any time for security purposes. I would recommend to all parents and patients that this is the best system to use for all GP records of your children. A must have item for all parents and patients.’

– Mr Thomas, Street Lane Practice.

How it works

The recommended and safest way to give another person access to your online services is for them to have their own username and password. If you use online services yourself, you should not share your username and password with anyone. If you share your username and password, your surgery cannot tell whether you or someone else accessed your online services. This may be a problem if someone else misuses your login details and your surgery has to look into this.

How to sign up

The steps below show how you can give another person access:

You contact your surgery to let them know you would like to give your chosen person access to your GP online services. You may also choose to register for online services for yourself if you do not already use them.
The Practice will give your chosen person a short form to fill in. You will also need to sign to confirm you agree with the information on the form. You can also choose whether you only want them to book appointments or order prescriptions or use all the services on your behalf. It is up to you.
Your chosen person will need to show your surgery their photo ID and proof of address, for example, a passport or photo driving licence and a bank statement or council tax statement. If they don’t have the required ID, speak to staff at the surgery, who may be able to help confirm their identity in another way.
Staff at the Practice will make a decision on whether to give your chosen person access to your GP online services. If we decide not to give them access, we will discuss their reasons with you.
The staff will give your chosen person their own username and password to use to login to your GP online services.

Parent or Legal Guardian Requesting Proxy Access for Child.

Legal parent or guardian to bring proof such as the child’s birth certificate or legal court papers, as well as proof of own ID.
All children aged 11yrs or above, will need to understand what proxy means and will also have to sign the proxy forms.
Those age 16 and over will be required to complete a proxy access form, along with the person requesting proxy access.

Things to consider before giving another person access

Is there any information in your records you would not like anyone to see or know about?
Can you trust the person to keep your information safe and not share it with others or use it without your permission?
Is any one forcing you into sharing your online services with them or do you think someone could force you to share it with them? If so, we would advise that you do not give them access. If you have any concerns that someone has access to your online records without your permission, speak to your surgery and they can change your password or stop your online services.
How long would you like your chosen person to have access for? This can be for a short time, for example when you are suffering from a certain illness and you need support with managing your health during that time. It can also be ongoing so they can help you for a long period of time. You can discuss this with the Practice.

Lasting power of attorney for health and welfare or court appointed deputy

When a person is unable to make decisions for themselves, another person, usually a partner or close family member can be given legal responsibility over decisions concerning their life by the courts. This is called Health and Welfare Lasting Power of Attorney. A person with lasting power of attorney can ask the patient’s surgery for access to their online services. The GP will make a decision whether this should be allowed.

If you know that you would never want a particular person to have access to your online services if you become unable to make your own decisions, you should tell your GP and they will never share them with that person.

Why your surgery may refuse to give your chosen person access

On rare occasions, your GP could refuse to allow your chosen person to use GP online services on your behalf. If this happens, your GP will discuss their reasons with you. Some of the reasons your GP could have are:

Your GP does not think it is in your best interest for your chosen person to use these services on your behalf.
You or your chosen people have misused online services in the past.
The Practice is concerned that your chosen person will not keep your information safe.
The Practice suspects someone is forcing you to give them permission to use your online services.
You are not able to make decisions for yourself.

Why your surgery can stop the service

We believe your chosen person is forcing you to share your GP records with them or with another person.
Your chosen person has misused your GP information.
You are no longer able to understand or remember that you gave your chosen person permission to use online services on your behalf.
You have told the Practice in the past that if you become unable to make decisions for yourself, you do not wish for your chosen person or anyone to have permission to your online services.
You have died.

How you can stop the service

You can choose to take away access to your GP online services from your chosen person at any time. To end the service, you need to let your surgery know you would like them to switch off online access for your chosen person and give them the reason. Your surgery will then stop the service and your chosen person will not be able to use their login details to look at your information.

Why you may want to stop access

Some of the reasons you can choose to end the service are:

You only needed your chosen person to support you for a short time, for example when you were suffering from a certain illness and you needed help with managing your health during that time
You want to give this responsibility to another person, for example, if you have a new carer or personal assistant
Your relationship with your chosen person has broken down
Your chosen person has misused information in your GP records, for example, they have collected medication in your name or they have shared your private information with someone without your permission

Complaints and Compliments

Suggestions & Complaints

The Practice has a complaint’s procedure, which ensures that all complaints are dealt with swiftly and effectively.

If you wish to make a complaint, please write to our Assistant Practice Manager, who will decide how best to undertake the investigation.
You can normally expect to receive an acknowledgement response within three working days.
We will attempt to investigate and provide a detailed response as quickly as possible. Some complaints may take longer than others, so we do not want to offer any specific timescale. However, throughout the investigation, l will keep you up to date with the progress and this can be by telephone, or letter and will be as agreed with you.
Should there be any learning outcome, you will be provided with what actions have been taken to prevent any future recurrence.
Our Practice is not able to deal with questions of legal liability or compensation. We hope you will use it to allow us to look into and if necessary, put right any problems you have identified.
We have to respect our duty of confidentiality to patients. A patient’s consent will be required if a complaint is not made by that patient in person
If you need assistance with making a complaint, Trafford have an Independent Advocacy service (ICA) that can help you tel: 0808 801 0390.

Please view our complaints leaflet here.

If you remain dissatisfied you may telephone or write to:

Greater Manchester ICB
Trafford ICP,
Trafford Town Hall,
Talbot Road,
Stretford,
M32 0TH
Email: gmicb-tr.mail@nhs.net

The Parliamentary and Health Service Ombudsman
Millbank Tower,
Millbank,
London,
SW1P 4QP
Tel: 0345 0154033 or https://www.ombudsman.org.uk

Covid 19 Privacy Notice

(This Privacy Notice is to run alongside our standard Practice 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 gpdata@nhs.net.

Recording of processing

A record will be kept by Flixton Road Medical Centre of all data processed under this Notice.

Sending Public Health Messages

Data protection and electronic communication laws will not stop Flixton Road 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 Flixton Road Medical Centre to 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.

Freedom of Information

Gender Recognition Act 2004

Infection Control Mission Statement

This practice is committed to the control of infection within the building and in relation to the clinical procedures carried out within it.

The practice will undertake to maintain the premises, equipment, drugs, and procedures to the standards detailed within the Checklist and will undertake to provide facilities and the financial resources to ensure that all reasonable steps are taken to reduce or remove all infection risks.

Wherever possible or practicable the practice will seek to use washable or disposable materials for items such as soft furnishings and consumables, e.g. seating materials, wall coverings including paint, bedding, couch rolls, modesty sheets, bed curtains, floor coverings, towels, etc., and ensure that these are laundered, cleaned or changed frequently to minimise the risk of infection.

We aim to keep our practice clean and tidy and offer a safe environment to our patients and staff and we endeavor to ensure it is kept clean and well always maintained.

All clinicians follow our Infection Control Policy to ensure the care we deliver and the equipment we use is safe.

We take additional measures to ensure we maintain the highest standards:

Encourage staff and patients to raise any issues or report any incidents relating to cleanliness and infection control.  We can discuss these and identify improvements we can make to avoid any future problems.
Carry out an annual infection control audit to make sure our infection control procedures are working.
Provide annual staff updates and training on cleanliness and infection control.
Review our policies and procedures to make sure they are adequate and meet national guidance.
Maintain the premises and equipment to a high standard within the available financial resources and ensure that all reasonable steps are taken to reduce or remove all infection risk.
Use washable or disposable materials for items such as couch rolls, modesty curtains, floor coverings, towels etc, and ensure that these are laundered, cleaned or changed frequently to minimise the risk of infection.
Make Alcohol Hand Rub Gel available throughout the building.

National Data Opt-Out

The national data opt-out is a service that allows patients to opt out of their confidential patient information being used for research and planning.

You can choose whether your confidential patient information is used for research and planning. To find out more visit nhs.uk/your-nhs-data-matters.

You do not need to do anything if you are happy about how your confidential patient information is used. You can change your choice at any time.

Type 1 opt-out: medical records held at your GP practice

You can also tell your GP practice if you do not want your confidential patient information held in your GP medical record to be used for purposes other than your individual care. This is commonly called a type 1 opt-out. This opt-out request can only be recorded by your GP practice.

If you wish to go ahead with a Type 1 Opt Out, please complete the Type 1 Opt Out form and return to the practice by email to flixtonroad.mc@nhs.net.

Type 2 opt-out: information held by NHS Digital

Previously you could tell your GP practice if you did not want us, NHS Digital, to share confidential patient information that we collect from across the health and care service for purposes other than your individual care. This was called a type 2 opt-out.

The type 2 opt-out was replaced by the national data opt-out. Type 2 opt-outs recorded on or before 11 October 2018 have been automatically converted to national data opt-outs. If you wish to go ahead with the Type 2 Opt Out, please complete the online form available at https://www.nhs.uk/your-nhs-data-matters/

Read more about the collection and conversion of type 2 opt-outs here.

Our Objectives

Patient Confidentiality

We hold your patient records in the strictest confidence regardless of whether they are electronic or on paper. We take all reasonable precautions to prevent unauthorized access to your records, however, they are stored. Any information that may identify you is only shared with the practice team, or, if you are referred to the hospital, to the clinician who will be treating you. We will only share information about you with anyone else if you give your permission in writing.

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 surgery and request a Subject Access Request form.

Patient Advice – Care Data

Your Data Matters to the NHS

Information about your health and care helps us to improve your individual care, speed up diagnosis, plan your local services and research new treatments. The NHS is committed to keeping patient information safe and always being clear about how it is used.

How your data is used

Information about your individual care such as treatment and diagnoses is collected about you whenever you use health and care services. It is also used to help us and other organisations for research and planning such as research into new treatments, deciding where to put GP clinics and planning for the number of doctors and nurses in your local hospital. It is only used in this way when there is a clear legal basis to use the information to help improve health and care for you, your family and future generations.

Wherever possible we try to use data that does not identify you, but sometimes it is necessary to use your confidential patient information.

You have a choice

You do not need to do anything if you are happy about how your information is used. If you do not want your confidential patient information to be used for research and planning, you can choose to opt out securely online or through a telephone service. You can change your mind about your choice at any time.

Will choosing this opt-out affect your care and treatment?

No, choosing to opt out will not affect how information is used to support your care and treatment. You will still be invited for screening services, such as screenings for bowel cancer.

What do you need to do?

If you are happy for your confidential patient information to be used for research and planning, you do not need to do anything.

To find out more about the benefits of data sharing, how data is protected, or to make/change your opt-out choice visit www.nhs.uk/your-nhs-data-matters.

Download a copy of the Your Data Matters leaflet.

Informed consent

As our patient, you will be given all of the information in terms of what your treatment involves, including the benefits and risks, whether there are reasonable alternative treatments and what will happen if treatment does not go ahead.

Patient Rights and Responsibilities

We aim to treat our patients courteously at all times and expect our patients to treat our staff in a similarly respectful way. It is your responsibility to keep your appointments, inform us of your past illnesses, medication, hospital admissions and any other relevant details.

Improving standards

We are continually reviewing our procedures and trying to improve standards. You can also play your part in helping us to provide an efficient service to you by:

Keeping appointments or giving as much notice as possible if you have to cancel.
Giving the doctor all relevant information.
Letting us know when you move address, or change your telephone number. We need to keep our records up to date and we may still be able to provide you with a service if you remain within our Practice area.
Calling out the doctor (out of hours) only in an emergency and not for routine treatment or advice.
By remembering if you need a home visit, to make your request before 10.00am.
By attending for prescription review when requested.

You can help by letting us know when our standards are not to your satisfaction. The Practice welcomes any advice or suggestions for the improvement of services, please ask to speak to reception or write to the practice manager.

Practice patients’ charter

We will…

Provide immediately necessary treatment & routine care to our registered patients within our Practice area.
Refer you to a a specialist or second opinion if we feel it is in your best interests.
Be prepared to give an explanation of any proposed treatment.
Give access to your health records, if appropriate as stipulated by law.
Ensure that our staff maintains strict confidentiality of those records.
Ask you before your consultation whether you object to the presence of any student undergoing training.
Ask prior to consultation consent to video consultation for training purposes.
Respect your cultural and religious beliefs and your right of privacy and dignity.
Be sure you know whom you are dealing with.
Treat you with courtesy and respect. We in turn expect the same from our patients.

Patients being violent or abusive to the doctors or staff will be removed from our Practice list.

Patients responsibilities…

Courtesy to staff at all times – remember they are working under doctors’ orders.
Responding in a positive way to questions asked by the reception staff.
To attend appointments on time or give the practice adequate notice that they wish to cancel. Someone else could use your appointment!
An appointment is for one person only – where another member of the family needs to be seen or discussed, another appointment should be made and the Medical records can be made available.
Patients should make every effort when consulting the surgery to make best use of nursing and medical time – home visits should be medically justifiable and not requested for social convenience.
When patients are asked to give 48 hours notice for repeat prescriptions, please give us this time as it is to allow for accurate prescribing.
Out of hours calls (eg evening, nights & weekends) should only be requested if they are felt to be truly necessary.

Practice policies and patient information