Practice Policies

confidentialityPatients' Access to Health Records

Patients have the right to have copies of their medical records, although in exceptional circumstances the law allows for records to be withheld. The law concerning this is contained mainly in the Data Protection Act 1998 and the Access to Health Records Act 1990. For more information please contact Reception. There is a charge for this service dependent upon the information required, charges range from £10.00 to £50.00 and follow national guidance.

Your Medical Records

Your medical records are confidential. However, to ensure the highest quality of care, information may be shared with other healthcare professionals. For example, Solihull CCG  may require access to records for audit purposes. Anonymised patient data may be provided to third parties for audit and research. If you do not want your records to be shared please contact the Practice Manager.

Your Medical Card

Please keep this in a safe place. It shows your NHS number which you may be asked to give if you seek NHS treatment. If you have lost your medical card ask for a form at reception. Please help us: change of name, address, or telephone number? Do notify the surgery as soon as possible of any such changes.

If your name or address changes please ask for a form at reception. A new NHS medical card will follow shortly.

Freedom Of Information - Publication Scheme

The Freedom of Information Act 2000 obliges the practice to produce a Publication Scheme. A Publication Scheme is a guide to the 'classes' of information the practice intends to routinely make available. This scheme is available from reception.

Comments, Suggestions And Complaints blue_telephone

We aim to provide the best services possible. However, there may be times where you feel this has not happened. We operate an in-house complaints procedure for such times and hope that you will use this procedure to allow us to look into and, if necessary, correct any problems that you have identified, or mistakes that have been made.

If you wish to make a complaint, please write to Ms Jackie Cooper, Practice Manager. Full details will be taken at this time so that investigations may be made. We believe it is important for complaints to be dealt with swiftly and would hope to be able to offer a full explanation within seven days. However, this it not always possible but we will keep you informed throughout. When our investigations are complete you will be asked to attend a meeting to discuss our findings. You may bring a friend or relative along to this meeting if you wish. Should you be unable to attend a meeting, our findings may be discussed via the telephone or letter.

Our practice procedure is unable to deal with questions of legal liability or compensation. Nevertheless, should you wish to use it, that would not affect your right to complain to the CCG. Please note that we have to respect our duty of confidentiality to patients and a patient's consent will be necessary should a complaint not be made by the patient in person.

Full details of the procedure are available from reception.

Violence And Aggression

The practice operates a zero-tolerance policy towards any form of verbal or physical aggression. Any breach of this policy will result in instant removal from the practice list.

How We Use Your Medical Records

This Practice handles medical records in-line with laws on data protection (GDPR) and confidentiality.

We share medical records with those who are involved in providing you with care and treatment.

In some circumstances we will also share medical records for medical research, for example to find out more about why people get ill.

We share information when the law requires us to do so, for example, to prevent infectious diseases from spreading or to check the care being provided to you is safe.

You have the right to be given a copy of your medical record.

You have the right to object to your medical records being shared with those who provide you with care.

You have the right to object to your information being used for medical research and to plan health services.

You have the right to have any mistakes corrected and to complain to the Information Commissioner’s Office.  Please see the Practice Privacy Notice on the website or speak to a member of staff for more information about your rights.

For more information ask at reception for a leaflet.

Practice Privacy Notices :

Privacy Notice

Covid 19 Privacy Notice

Your relatives, carers or friends can only be kept up to date with your medical history or treatment if you consent for this to happen.  Children under the age of 16 are usually classed as minors and therefore information regarding their care is shared with their parents, unless they are thought to be able to understand their own treatment and condition.

Call 111 when you need medical help fast but it’s not a 999 emergencyNHS ChoicesThis site is brought to you by My Surgery Website