Practice Policies & Patient Information

Our Mission Statement

“Empowering Health, Enriching Lives: Our mission at Tudor Practice Stockland Green is to provide comprehensive and compassionate primary healthcare services tailored to the diverse needs of our community. We are dedicated to fostering a patient-centred environment where trust, respect, and collaboration thrive, promoting wellness and enhancing the quality of life for all individuals we serve.”

Our Values

Respecting all

– Showing courtesy
– Seeking to understand
– Treating all fairly
– Value each person as a unique individual
– Being especially supportive to the vulnerable

Working as a team

– Relating well within the team
– Valuing the contribution of each team member
– Building a mutually supportive environment
– Co-operating with other teams
– Encouraging responsible involvement by our patients

Learning and improving

– Adapting to change
– Building on achievements
– Developing our services

Integrity

– Speaking and acting truthfully
– Being accountable for our actions

We ask that you:

Treat all staff and other patients with courtesy and respect.

Use appointments responsibly and let us know as soon as possible if you are unable to attend.

Provide accurate and up-to-date information about your health and personal details.

Follow medical advice and prescribed treatment, or discuss any concerns with us.

Use NHS resources wisely so that we can care for everyone who needs us.

Be patient and understanding – demand for NHS services is very high, and we will always do our best to help.

Give us feedback to help us improve our services.

Working together. This charter is a two-way agreement. By working together with mutual respect and understanding, we can ensure the best possible care and experience for all our patients.

Access to Records

Additional Privacy Notices

Chaperones

It is sometimes necessary for your doctor or nurse to perform intimate examinations (e.g. breast, genital or rectal examinations) as part of your care. We understand that these examinations can feel embarrassing or distressing. We can provide a chaperone (impartial observer) to be present during an intimate examination.

Please do not hesitate to tell the receptionist, doctor or nurse if you would like a chaperone by contacting the practice.

Confidentiality

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 our contact form.

Contact form

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.

Freedom of Information

The Freedom of Information Act 2000 creates a right of access to recorded information and obliges a public authority to:

Have a publication scheme in place.
Allow public access to information held by public authorities.

The act covers any recorded organisational information such as reports, policies or strategies, that is held by a public authority in England, Wales and Northern Ireland, and by UK-wide public authorities based in Scotland, however it does not cover personal information such as patient records which are covered by the Data Protection Act.

Public authorities include government departments, local authorities, the NHS, state schools and police forces.

The act is enforced by the Information Commissioner who regulates both the Freedom of Information Act 2000 and the Data Protection Act 2018.

GP Earnings

Named GP

We have allocated a named accountable GP for all of our registered patients. If you do not know who your named GP is, please complete our contact form.

New patients will be given their named accountable GP at the point of registration by the receptionist.

You can still talk to or make appointments to see any of our doctors or nurses, not just your named GP, and please be assured that this will not impact your experience at Tudor Practice in any way.

Non-NHS Work

Some services provided are not covered under our contract with the NHS and therefore attract charges.

Examples include the following:

Medicals for pre-employment, sports and driving requirements (HGV, PSV etc.)
Insurance claim forms
Prescriptions for taking medication abroad
Private sick notes
Vaccination certificates

The fees charged are based on the British Medical Association (BMA) suggested scales and our reception staff will be happy to advise you about them along with appointment availability.

For more information, please visit www.bma.org.uk.

Privacy Notice

Who Are Our Partner Organisations?

We may share information with the following main partner organisations:

NHS England.
Our commissioners.
NHS Trusts / Organisations (Hospitals, CCGs).
Ambulance Service.
Social Services.

We may also share your information, with your consent and subject to strict sharing protocols about how it will be used with:

Education Services.
Local Authorities.
Voluntary Sector Providers.
Private Sector.

Anyone who receives information from us also has a legal duty to keep it confidential.

If you believe the practice has breached any of your Data Protection Rights, you have a right to complain to the UK supervisory authority at:

Information Commissioner

Wycliffe house
Water Lane
Wilmslow
Cheshire SK9 5AF

Telephone: 0162 554 5745

Website: www.ico.org.uk

How We Keep Your Records Confidential

Everyone working for the NHS has a legal duty to keep information about you confidential.

We have a duty to:

Maintain full and accurate records of the care we provide to you.
Keep records about you confidential, secure and accurate.
Provide information in a format that is accessible to you (eg. in large type if you are partially sighted).

We will not share information that identifies you for any reason, unless:

You ask us to do so.
We ask, and you give us specific permission.
We must do this by law.
We have special permission for health or research purposes.
We have special permission because the interests of the public are thought to be of greater importance than your confidentiality.

Our guiding principle is that we are holding your records in strict confidence.

Why We Collect Information About You

Tudor Practice aims to provide you with the highest quality of health care. To do this we must keep records about you, your health and the care we have provided or plan to provide to you.

These records may include:

Your basic personal information, such as address, date of birth, next of kin.
Contact we have had with you such as clinical visits.
Details and records about your treatment and care.
Results: x-rays, diagnostics, laboratory results etc.
Relevant information from people who care for you and know you well, such as health professionals and relatives.

NHS good practice requires care providers to:

Discuss and agree with you what they are going to record about you.
Show you what they have recorded about you, if you ask.
Give you a copy of letters they are writing about you.

We will only store your information in identifiable form for a long as in necessary in and in accordance with the NHS England’s Rules. For more information please visit NHS Records Management Code.

How Your Records Are Used

The people who care for you use your records to:

Make sure your care is safe and effective and works across the organisations that provide your care.
Provide a good basis for all health decisions made by you and care professionals.
Allow you to work effectively with those providing you with care.

Others may also need to use records about you to:

Protect the health of the public.
Check the quality of care (such as clinical audit).
Keep track of NHS spending.
Manage the health service.
Help investigate any concerns or complaints you or your family have about your health care.
Teach health workers.
Help with research.

Some information will be held centrally to be used for statistical purposes. In these instances, we take strict measures to ensure that individual patients cannot be identified.

We use anonymous information, wherever possible, but on occasions we may use personally confidential information for essential NHS purposes such as research and auditing.

However, this information will only be used with your consent, unless the law requires us to pass on the information.

Legal Information

You have a right to privacy under the General Data Protection Regulation (GDPR) and the Data Protection Act 2018.

The practice needs your personal, sensitive and confidential data in order perform our statutory health duties, in the public interest or in the exercise of official authority vested in the controller in compliance with Article 6 (e) of the GDPR and for the purposes of preventive 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 on the in compliance with Article 9, (h) of the GDPR.

You have the right to ask for a copy of all records about you.

Your request should be made to the practice holding your information.
We are required to respond to you within one month.
You will need to give adequate information (for example full name, address, date of birth NHS number, proof of ID before we release any information to you).
To access your records, approach the practice using the contact information.

If you think anything is inaccurate or incorrect, please inform the practice as soon as possible.

DPO: The name of the organisation – IG Health Ltd

Address: 71-75 Shelton Street, Covent Garden, London WC2H 9JQ, UK

Email: umar.sabat@ig-health.co.uk

Telephone: 07894 826 037

Suggestions, Comments and Complaints

If you would like to give us any feedback or wish to make a complaint, please leave a review by following the link.

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 who will deal with your concerns appropriately.

Further written information is available regarding the complaint’s procedure from reception.

NHS Birmingham and Solihull ICB

Compliments, concerns and complaints : NHS Birmingham and Solihull

Email: bsol.patientexperience@nhs.net

Telephone: 0121 203 3313

Write to: NHS Birmingham and Solihull Integrated Care Board, Patient Experience and Complaints Team, Alpha Tower, 8th Floor, Suffolk Street Queensway, Birmingham, B1 1TT

Healthwatch Birmingham and Solihull

Email: info@healthwatchbsol.org.uk

Telephone: 0800 652 5278
Write to: PO Box 16875 – Birmingham – B16 6TN

Summary Care Record

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. Please visit our Opening Hours Page.

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.

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 Summary Care Record Opt-Out form to let the surgery know.

More Information

For further information visit the NHS Care records website.

About Our Surgery