Practice Policies & Patient Information

Chaperone Policy

We have both male and female doctors in the practice. There are occasions when patients need to be examined by doctors which may involve intimate examinations.

This practice is committed to putting patients at ease whenever possible, and if you wish for a chaperone to be present during your examination please to not hesitate to ask the doctor for a chaperone.

It may not be possible for such a chaperone to be provided immediately and you may need to return for the examination to be carried out at a mutually convenient time.

Comments, Complaints & Suggestions

Whilst we constantly strive to provide good, friendly and efficient services, we realise that occasionally things do not go as smoothly as we would like. We are always pleased to receive constructive criticism, so if you have any suggestions or are unhappy about any aspect of our services please bring it to the notice of the doctor and not the receptionists, or preferably, ask to make an appointment with the Practice Manager.

Complaints about any aspect of the service provided at Slade Green Medical Centre or Colyers Lane Medical Centre should be forwarded to the Practice Manager in writing. All complaints received are dealt with according to the NHS complaints procedure.

Patients can also get help and advice about making a complaint from NHS England by telephone 0300 311 2233.

If you are happy with us please tell others – if you are not – tell us.

Please view our Complaint Procedure here.

Connect Care

Connect Care: How We use your Information

What is Connect Care?

In the past health and social care workers from the local organisations involved in your care did not have a system in place to share important information about your care automatically. This meant that GPs, hospital staff, district nurses, occupational therapists, and others involved in your care did not always have immediate access to all the information needed to provide timely and efficient care.

To address this, in 2015 a new local electronic record system was launched; this system is called Connect Care. Connect Care allows important information about you to be shared securely so that it can be viewed quickly and safely by staff directly involved in your care, such as GPs, hospital staff, district nurses, occupational therapists and social workers. This will enable them to make more informed decisions about your care and treatment.

Do I have a Choice?

Yes. To find out what your options are, please visit the Connect Care website: www.lewishamandgreenwich.nhs.uk/connectcare.

Where can I find out more about Connect Care?

Please visit the Connect Care website www.lewishamandgreenwich.nhs.uk/connectcare.

Setting a national opt-out preference

Commissioned by the Secretary of State for Health Dame Fiona Caldicott, the National Data Guardian for Health Care (NDG) has reviewed data security and data sharing in the health and social care system. The so-called ‘Caldicott review’ provides for people to be able to make an informed choice about whether to share data or not.

Patients and public who decide they do not want their personally identifiable data used for planning and research purposes will be able to set their national opt-out preference.

As of the 25th May 2018, residents have the right to opt out of your personal confidential information being used for the following purposes.

Providing local services and running the NHS and social care
Supporting research and improving treatment of care

To set an opt-out preference, NHS Digital will offer digital (online) and non-digital national data opt-out systems. For further information and support relating to opt-outs, please contact NHS Digital or by phoning 0300 303 5678.

Exceptional circumstances
The opt-out will not apply where there is a mandatory legal requirement or an overriding public interest. These will be areas where there is a legal duty to share information (for example a fraud investigation) or an overriding public interest (for example to tackle the ebola virus).

Please view the Connect Care information leaflet here.

Data Protection (GDPR)

Confidentiality & Medical Records

Our practice is registered under The Data Protection Act. All our staffs are bound by a duty of confidentiality. Your medical records are kept on a computer system which is secure. Doctors and other staff may view your medical record only when required clinically.

The practice complies with data protection and access to medical records legislation. Identifiable information about you will be shared with others in the following circumstances:

To provide further medical treatment for you e.g. from district nurses and hospital services.
To help you get other services e.g. from the social work department. This requires your consent.
When we have a duty to others e.g. in child protection cases anonymised patient information will also be used at local and national level to help the Health Board and Government plan services e.g. for diabetic care.

Freedom of Information

Information about the General Practitioners and the practice required for disclosure under this act can be made available to the public. All requests for such information should be made to the practice manager.

Access to Records

In accordance with the Data Protection Act 1998 and Access to Health Records Act, patients may request to see their medical records. Such requests should be made through the practice manager and may be subject to an administration charge. No information will be released without the patient consent unless we are legally obliged to do so.

Further Information

Privacy Notice: GDPR
Data Protection – How we use your information

Patient Data

Privacy Notice: Enhanced Access

Primary Care Networks (PCNs) are a key part of the NHS Long Term Plan, with all general practices being required to be in a network. This practice is part of the North Bexley Primary Care Network. North Bexley Primary Care Network is made up of a number GP Practices created to work collaboratively to ensure the health care system within our area works effectively by sharing knowledge and resources. From 1st October 2022, existing GP Extended Access Services/Hubs and GP Surgency Enhanced hours merged to provide a new enhanced delivery model to patients. The new offer was based on Primary Care Networks providing bookable appointments outside of ‘core hours’ within the Enhanced Access period of 6.30pm-8pm weekday evenings and 9am-5pm on Saturdays, utilising the full multi-disciplinary team, and offering a range of general practice services, including ‘routine’ services such as screening, vaccinations and health checks, in line with patient preference and need. To enable us to provide our Enhanced Access Service to you, GPs from other local practices and staff from Bexley’s GP Federation, Bexley Health Neighbourhood Care will at times have access to your full GP record but only when providing direct care to you. People who have access to your information will only normally have access to that which they need to fulfil their roles, for instance admin staff will normally only see your name, address, contact details, appointment history and registration details in order to book appointments, the practice nurses will normally have access to your immunisation, treatment, significant active and important past histories, your allergies and relevant recent contacts whilst the GP you see or speak to will normally have access to everything in your record.
1) Controller contact details	Slade Green Medical Centre – 156 Bridge Road, Slade Green DA8 2HS – 01322 334884
2) Data Protection Officer contact details	Danielle Gibbons GP Data Protection Officer Email: gpdpo@selondonics.nhs.uk
3) Purpose of the processing	To provide our patients with direct care.
4) The Lawfulness Conditions and Special Categories	The processing of personal data in the delivery of direct care and for providers’ administrative purposes in this surgery and in support of direct care elsewhere is supported under the following Article 6 and 9 conditions of the GDPR: Article 6(1)(e) ‘…necessary for the performance of a task carried out in the public interest or in the exercise of official authority…’. Article 9(2)(h) ‘necessary for the purposes of preventative or occupational medicine for the assessment of the working capacity of the employee, medical diagnosis, the provision of health or social care or treatment or the management of health or social care systems and services…” We will also recognise your rights established under UK case law collectively known as the “Common Law Duty of Confidentiality”
5) Recipient or categories of recipients of the shared data	The data will be shared with: Bexley Health Neighbourhood Care
6) Rights to object	You have the right under Article 21 of the GDPR to object to your personal information being processed. Please contact the Practice if you wish to object to the processing of your data. You should be aware that this is a right to raise an objection which is not the same as having an absolute right to have your wishes granted in every circumstance. GP Practices process personal data under Article 6(1)(c) on a lawful and legitimate basis where the organisation is obliged under law to comply with The General Data Protection Regulations (GDPR) The Freedom of Information Act The NHS Constitution The Local Authority Social Services and National Health Service Complaints (England) Regulations 2009 By complying with these laws, the Practice has compelling legitimate grounds for the processing which override the interests, rights and freedoms in the right to object.
7) Right to access and correct	Under GDPR and the Data Protection Act 2018, you have the right to see or be given a copy of any personal data we hold about you. To gain access to a copy of your information, you will need to make a Subject Access Request (SAR) to the Practice. You also have the right to have incorrect data held about you corrected.
8) Retention period	The data will be retained for the period as specified in the national NHS records retention schedule.
9) Right to Complain.	You have the right to complain to the Information Commissioner’s Office, you can use this link https://ico.org.uk/global/contact-us/ or calling their helpline Tel: 0303 123 1113 (local rate) or 01625 545 745 (national rate) There are National Offices for Scotland, Northern Ireland and Wales, (see ICO website)

Please view our Enhanced Access Privacy Notice here.

Statement of Purpose

Our Mission

Our mission is to provide accessible, quality care to all patients. We continuously improve standards of medical care and customer service, promote health and wellness initiatives for employees and patients, and provide the highest quality care with compassion, respect, and dedication.

Our Vision

Our vision is to create a compassionate and safe environment where patients receive exceptional care. We strive for continuous improvement, leveraging teamwork to enhance patient outcomes and well-being.

Aims and Objectives

To provide the best possible quality service for our patients within a confidential and safe environment.

To show our patients courtesy and respect at all times irrespective of ethnic origin, religious belief, personal attributes or the nature of the health problem.

To treat all our patients as individuals and with the same respect as we would wish for ourselves and our families.

To involve our patients in decisions regarding their treatment and to be transparent in the care we provide.

To focus on prevention of disease by promoting good health and well being to our patients through education and information.

To work in partnership with other healthcare professionals in the care of our patients to tackle the causes of, as well as provide the treatment for ill health.

To encourage our patients to get involved in the practice through both the patient participation group.

To ensure that all member of the team have the right skills and training to carry out their duties competently.

To take care of our staff by offering them support to do their jobs and protect them against abuse.

Have a zero tolerance of all forms of abuse.

Summary Care Record

There is a new Central NHS Computer System called the Summary Care Record (SCR). It is an electronic record which contains information about the medicines you take, allergies you suffer from and any bad reactions to medicines you have had.

Why do I need a Summary Care Record?

Storing information in one place makes it easier for healthcare staff to treat you in an emergency, or when your GP practice is closed.

This information could make a difference to how a doctor decides to care for you, for example which medicines they choose to prescribe for you.

Who can see it?

Only healthcare staff involved in your care can see your Summary Care Record.

How do I know if I have one?

Over half of the population of England now have a Summary Care Record. You can find out whether Summary Care Records have come to your area by asking your GP.

Do I have to have one?

No, it is not compulsory. If you choose to opt out of the scheme, then you will need to complete a form and bring it along to the surgery.

More Information

For further information visit the NHS Care records website.

Zero Tolerance Notice

We treat our patients with courtesy and respect and ask for the same in return. We ask that you treat your GP and all other Practice Staff courteously without violence, abuse or harassment.

GPs and their staff have the right to care for others without fear of being attacked or abused. Any behaviour whether that be verbal, physical or in writing, which causes staff to feel uncomfortable, embarrassed or threatened, is totally unacceptable.

The Zero Tolerance policy includes abuse, aggression or threats made in person, over the telephone or in written communication, including on social media. The Practice considers threatening behaviour to be:

Attempted or actual aggressive, threatening or physical actions made towards any member of staff
The use of aggressive, threatening or abusive language, (including raising of the voice, swearing, shouting or in writing) which threatens or intimidates staff

This policy applies throughout the premises. It also applies to any employee or partner away from the practice but only in so far as it relates to the business of the practice.

Any instance or threat of physical abuse will be reported to the police. The offender will be removed from the premises by the police. The patient will then be removed from the practice list.

Instances of abusive/threatening behaviour will be reported to the Practice Manager and a warning letter will be sent to the patient. The patient may contact the Practice Manager to discuss this warning letter if they wish to do so. If there is any further incident, the patient will be sent a Final Warning Letter informing them of their breach of the Zero Tolerance Policy and their removal from the Practice list.

We hope you understand the reason for this policy which is designed to keep our staff and other patients safe at all times.

About Our Surgery