In accordance with the Data Protection Act 2018 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.

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.

If you do not wish anonymous information about you to be used in such a way, please let us know by contacting reception.

Reception and administration staff require access to your medical records in order to do their jobs. These members of staff are bound by the same rules of confidentiality as the medical staff.

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.

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.

The practice is in modern and purpose built premises with access for the disabled and wheelchair users. We also have disabled access at our branch surgery.

The clinicians see patients by appointment only, unless in an emergency. Please cancel the appointment if you are unable to attend. One appointment is for one person only.

Information about patients is kept on computers and is dealt with in strictest of confidence.

Under normal circumstances you will be seen or spoken to by a clinician within 24/48 hours. We will refer you to hospital where necessary.

Please do not expect a prescription every time you visit the surgery. Good advice is sometimes the best treatment.

Doctors and staff do their best to help you. Please treat them with respect and politeness.

If you have a genuine complaint, please contact us as soon as possible. Also, your positive comments in appreciation of good service will encourage us to improve further.

Please notify us of any change of telephone number or address promptly. We may need to contact you in case of an emergency.

Please request home visit by doctor only if absolutely necessary; think twice, you may receive better treatment in the surgery under appropriate conditions.

Violent and abusive patients will be removed from the list instantly without warning or notice.

Please remember that a lot of basic health information and advice can be given by your local pharmacist

Please request repeat prescriptions in good time. To avoid any mistakes – minimum notice of at least two working days.

Please remember that not all illnesses can be treated by a doctor – they are only human.

In addition to our main Privacy Notice below, you can find notices for specific services here:

• Access to Medical Reports
• CQC
• Complaints,SARs & FOI
• Direct Care – Emergencies
• Direct Care – Routine
• DVLA Notification
• HR, Staffing and Recruitment
• LeDer Programme
• Litigations and Claims
• National Screening & Reporting Programs
• NHS Digital
• Patient Communications
• Patient Participation & Engagement
• Payments
• PCN Data Sharing
• Public Health
• Research
• Reporting Knife and Gunshot Wounds
• Risk Stratification
• Safeguarding

The Waverley Practice has a legal duty to explain how we use any personal information we collect about you, as a registered patient, at the practice. Staff at this practice maintain records about your health and the treatment you receive in electronic and paper format.

What information do we collect about you?

We will collect information such as:

• Personal details
• Including name
• Address
• Next of kin
• Records of appointments
• Visits
• Telephone calls
• Your health records
• Treatment and medications
• Test results
• X-rays etc
• Any other relevant information to enable us to deliver effective medical care.

How we will use your information

Your data is collected for the purpose of providing direct patient care; however, we can disclose this information if it is required by law, if you give consent or if it is justified in the public interest.

The practice may be requested to support research; however, we will always gain your consent before sharing your information with medical research databases such as the Clinical Practice Research Datalink and QResearch or others when the law allows.

In order to comply with its legal obligations, this practice may send data to NHS Digital when directed by the Secretary of State for Health under the Health and Social Care Act 2012. Additionally, this practice contributes to national clinical audits and will send the data that is required by NHS Digital when the law allows. This may include demographic data, such as date of birth, and information about your health which is recorded in coded form; for example, the clinical code for diabetes or high blood pressure.

Processing your information in this way and obtaining your consent ensures that we comply with Articles 6(1)(c), 6(1)(e) and 9(2)(h) of the GDPR.

Maintaining confidentiality and accessing your records

We are committed to maintaining confidentiality and protecting the information we hold about you. We adhere to the General Data Protection Regulation (GDPR), the NHS Codes of Confidentiality and Security, as well as guidance issued by the Information Commissioner’s Office (ICO). You have a right to access the information we hold about you, and if you would like to access this information, you will need to complete a Subject Access Request (SAR). Please ask at reception for a SAR form and you will be given further information. Furthermore, should you identify any inaccuracies, you have a right to have the inaccurate data corrected.

Risk stratification

Risk stratification is a mechanism used to identify and subsequently manage those patients deemed as being at high risk of requiring urgent or emergency care. Usually this includes patients with long-term conditions, e.g. cancer. Your information is collected by a number of sources, including Waverley Practice; this information is processed electronically and given a risk score which is relayed to your GP who can then decide on any necessary actions to ensure that you receive the most appropriate care.

Invoice validation

Your information may be shared if you have received treatment to determine which Clinical Commissioning Group (CCG) is responsible for paying for your treatment. This information may include your name, address and treatment date. All of this information is held securely and confidentially; it will not be used for any other purpose or shared with any third parties.

Opt-outs

You have a right to object to your information being shared. Should you wish to opt out of data collection, please contact a member of staff who will be able to explain how you can opt out and prevent the sharing of your information; this is done by registering to opt out online (national data opt-out programme) or if you are unable to do so or do not wish to do so online, by speaking to a member of staff.

Retention periods

In accordance with the NHS Codes of Practice for Records Management, your healthcare records will be retained for 10 years after death, or if a patient emigrates, for 10 years after the date of emigration.

What to do if you have any questions

Should you have any questions about our privacy policy or the information we hold about you, you can:

• Contact the practice’s data controller via email at [email protected] – practices are data controllers for the data they hold about their patients
• Write to the data controller at: 37 Waverley Crescent, Plumstead, SE19 7QU
• Ask to speak to the practice manager Janet Riches, or their assistant Jackie Selfe

The Data Protection Officer (DPO) for Waverley Practice is Janet Riches and she is based at 37 Waverley Crescent, Plumstead, SE18 7QU.

Complaints

In the unlikely event that you are unhappy with any element of our data-processing methods, you have the right to lodge a complaint with the ICO. For further details, visit www.ico.org.uk and select ‘raising a concern’.

London Care Record

This practice uses a shared record system called the London Care Record. The London Care Record is a secure view of your health and care information and lets health and care professionals involved in your care see important details about your health when and where they need them. Having a single, secure view of your information helps speed up communication between care professionals across London, improves the safety of care and can save lives.

London Care Record can only be lawfully looked at by staff who are directly involved in your care. Your information isn’t available to anyone who doesn’t need it to provide treatment, care and support to you. Your details are kept safe and won’t be made public, passed on to a third party who is not directly involved in your care, used for advertising or sold.

Opting out of the London Care Record

You have the right to object to your information being available through London Care Record. Although patients have the right to object and request restrictions on sharing their records, there may be instances where this request will not be upheld due to a clinical need as determined by the direct care giver. Please discuss this with your GP/ health and social care worker and you can find further information in the London Care Record leaflet.

For further information and advice about data protection or your right to object to sharing your data you can contact the team at Lewisham and Greenwich Trust who manage the London Care Record for South East London www.lewishamandgreenwich.nhs.uk/london-care-record or you can call 020 3192 6011 and leave your name and number for someone to contact you.

If you have already requested to stop sharing on ConnectCare/Local Care Record in South East London, then you will not have to request this again for London Care Record.

Changes to our privacy policy

We regularly review our privacy policy and any updates will be published on our website, in our newsletter and on posters to reflect the changes. This policy is to be reviewed annually.

We make every effort to give the best service possible to everyone who attends our practice.

However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.

To pursue a complaint please contact the practice manager by telephone, message, or in person. Further written information is available regarding the complaints procedure from reception.

You are also able to provide anonymous feedback through the Family & Friends Test.

There is a 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 SCR’s 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 contact reception to obtain a ‘Summary Care Record Opt Out’ form.

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.

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.