You have a right to access the information we hold about you. This is called a Subject Access Request (SAR). Please ask at reception for a SAR form or alternatively speak to a member of our staff for further information. You can also make the request via email or verbally. You should be aware that some details within your health records may be exempt from disclosure. This will be in the interests of your wellbeing or to protect the identity of a third party. The practice will process your request within one calendar month.

Furthermore, should you identify any inaccuracies you have a right to have the inaccurate data corrected. Please speak with the practice manager should this be the case.

Our surgery has been specially designed to make it easier for disabled patients to visit. There is ramp at the entrance of the building giving patients easy wheelchair access if required.

Our doors are automatic and there is a lift to the first floor.

We have accessible toilet facilities, hearing aid loop and interpreters for sign language.

Should you wish to have a chaperone in attendance whilst in consultation with the clinician, please let the Doctor or Nurse know at any time and one will be provided for you.

Comments or suggestions are welcome and compliments are of course greatly appreciated

Patient feedback can be given in writing to the Practice via the friends and family test tablet device in the waiting room or via the NHS Choices website.

We always welcome suggestions for improving the quality of our care.

• Friends & Family Test

Complaints Policy

Wellfield Medical Centre

53 Crescent Road,

Manchester

M8 9JT

Tel: 01617402213

Email: [email protected]

If you have any complaints about a staff member or the service you have received we would be happy to deal with them. Complaints can be made in person, telephone or in writing to the Practice Manager or to one of the Doctors at the surgery address above.

All complainants will be treated in a fair, respectful and sympathetic manner. Patients who complain about the care or treatment they have received have a right to expect a prompt, open, constructive and honest response. This will include an explanation of what has happened, and where appropriate, an apology. Please be assured that we will not allow a patient’s complaint to prejudice the care or treatment they receive. The practice will not discriminate against complainants. Verbal complaints will be brought to the attention of the Practice Manager by the member of staff to whom they are made. The Practice Manager will meet with and discuss the complaint with the complainant.

All complaints will be dealt with promptly. Written complaints will be responded to within 3 working days. A full reply to the complaint will endeavour to be made within 10 days but may take longer for complex matters. Complaints will be investigated by the Practice Manager and where necessary by Dr Iqbal. Following the investigation, a response will be sent to the complainant. The complainant will be offered the chance to discuss the response to the complaint with the Practice manager and/or one of the Doctors.

You have the right to make a complaint about any aspect of NHS care, treatment or service, and this is written into the NHS Constitution on GOV.UK.

From 1 July 2023 the way members of the public make a complaint about primary care services to the commissioner is changing.

 By primary care services we mean GPs, dentists, opticians or pharmacy services.

There are two ways you can make a complaint:

• You can complain to the healthcare provider: this is the organisation where you received the NHS service, for example a GP surgery or dental surgery.

• You can complain to the commissioner of the service: this is the organisation that paid for the service or care you received.

After 1 July 2023 if you want to make a complaint about primary care services to the commissioner you will now contact Greater Manchester integrated care board instead of NHS England.

Manchester

Complaints,
Manchester – NHS GM,
Manchester Feedback and Complaints Service
PO Box 532
Town Hall
Manchester, M60 2LA

Email:
[email protected]

If you want to make a complaint directly to the provider of the primary care service, you still can – that does not change on the 1 July 2023.

Members of the public with ongoing complaints received on/after 1 July 2022 will receive a letter from NHS England informing them that the ICB is now handling their complaint with confirmation of their case handler.

Members of the public with any ongoing complaints received before 1 July 2022 will receive a letter from NHS England informing them that their complaint is being retained by NHS England with confirmation of their case handler.

If you have any queries, please contact 0113 825 4781 until 30 June 2023, and 0161 357 1599 from 3 July 2023 onwards.

Find out more about how to feedback or make a complaint about an NHS service 

If you are not satisfied with the outcome of your complaint you may talk further with the ombudsman at the following email address:

[email protected]

or visit the following website

Making a Complaint

The law sets a high standard for consent. Consent means offering people genuine choice and control over how their data is used. However consent is only one potential lawful basis for processing information. Therefore the practice may not need to seek your explicit consent for every instance of processing and sharing your information, on the condition that the processing is carried out in accordance with this notice.

Wellfield Medical Centre will contact you if we are required to share your information for any other purpose which is not mentioned within this notice.

You have the right to object to information being shared between those who are providing you with direct care. This may affect the care you receive – please speak to the practice first

You have the right to object to information being shared for any purpose other than your medical care, such as for research or planning purposes. In this instance, please visit Data Matters You will be able to opt out securely online. Alternatively call 0300 303 5678

Interpreter Available for Consultations

Wellfield Medical Centre has a legal duty to explain how we use any personal information we collect about you, as a registered patient, at the practice.

What Information Do We Collect About You?

We will collect the following types of information from you or about you from a third party (provider organisation) engaged in the delivery of your care:

• Personal data: any information relating to an identifiable person who can be directly or indirectly identified from the data. This includes, but is not limited to name, date of birth, full postcode, address, next of kin and NHS number
• Special category/sensitive data: this could be medical history including details of appointments and contact with you, medication, emergency appointments and admissions, clinical notes, treatments, results of investigations, supportive care arrangements, social care status, race, ethnic origin, genetics and sexual orientation

Your healthcare records contain information about your health and any treatment or care you have received previously. This information will be collected either electronically using secure NHS Mail or a secure electronic transfer over an NHS encrypted network connection. Physical information will also be sent to the practice. This information will be retained within our electronic patient record or within a patient paper records.

We use a combination of technologies and working practices to ensure that we keep your information secure and confidential.

How We Will Use Your Information

Your data is collected for the purpose of providing direct patient care. Information held about you may be used to help protect the health of the public and to help us manage the NHS. Information is also used with the practice for clinical audit to monitor the quality of the service provided. Some of this information will be held centrally and used for statistical purposes. Where we do this, we take strict measures to ensure that individual patients cannot be identified.

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

Processing your information in this way and obtaining your consent ensures that we comply with GDPR articles:

• 6(1)(c) ‘processing is necessary for compliance with a legal obligation to which the controller is subject…’
• 6(1)(e) ‘…necessary for the performance of a task carried out in the public interest or in the exercise of official authority…’, and
• 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…”

Who Will We Share Your Information With

In order to deliver and coordinate your health and social care, we may share or receive information from the following organisations:

• Other GP practices
• NHS trusts/foundation trusts
• NHS commissioning support units
• Independent contractors such as dentists, opticians, pharmacists
• Public Health England
• Private sector providers
• Voluntary sector providers
• Community care services
• Ambulance trusts
• Clinical commissioning group
• Social care services
• NHS Digital
• Local authorities
• Educations services
• Fire and rescue services
• Police and judicial services
• Other “data processors” which you will be informed of
• Third party processors:

When we use a third party service provider to process data on our behalf then we will always have an appropriate agreement in place to ensure that they keep the data secure, that they do not use or share information other than in accordance with our instructions and that they are operating appropriately.

Examples of functions that may be carried out by third parties includes:

• Companies that provide IT services and support, including our core clinical systems; systems which manage patient facing services (such as our website and service accessible through the same); data hosting service providers; systems which facilitate appointment bookings or electronic prescription services; document management services etc.
• Delivery services (for example if we were to arrange for delivery of any medicines to you).
• Payment providers (if for example you were paying for a prescription or a service such as travel vaccinations).

Further details regarding specific third party processors can be supplied on request.

You will be informed who your data will be shared with and in some cases, asked for explicit consent for this to happen when this is required.

Your data will not be transferred outside the European Union.