Confidentiality

All our staff are bound by a confidentiality clause in their contract. We regard all patients details as confidential and treat them with your privacy and dignity in mind.

We are not allowed to give any information about you to anyone else without your permission. This applies to adults and teenagers alike.

Under the Data Protection Act only people involved in your care will have access to your records and no-one without a need to know will access any information about you.

Practice Fair Processing & Privacy Notice

This document outlines who sees your information, what it is used for and who it is shared with.

Coronavirus - Covid 19 Response - Transparency Notice

This document outlines who sees your information who it is shared with and what it is used for in relation to Coronavirus.

How we use your Information

This document outlines how your information is used.

NHS Care Records Guarantee

This document outlines the commitment of the NHS to protecting patient data.

 The NHS Constituation

In March 2011, the Department of Health published the NHS Constitution. It sets out the guiding principles of the NHS and your rights as an NHS patient.

Making a Complaint

The doctors and staff at The Springs Health Centre strive to deliver high quality patient care at all times and in all areas of contact with the patient or patient’s representative.

We are realistic enough to appreciate that there may be times when a patient is unhappy with the service they have received. Most problems can be sorted out quickly and easily, often at the time they arise with the person concerned and this may be the approach you try first.

However, if you would prefer to make a formal complaint you should do so, preferably in writing (Patient Complaint Form) as soon as possible after the event and ideally within a few days, as this helps us to establish what happened more easily. We are able to provide you with a separate complaints form to register your complaint. (Please ask at reception for this.) Or you can provide this in your own format providing this covers all the necessary aspects.

If you would rather make your complaint verbally then this can also be arranged. Please ring the Reception Manager on 01246 819444 to arrange a suitable time for you to come into the practice and discuss your complaint face to face

 Timescale for Making a Complaint

Whether you wish to complaint verbally or in writing you should make your complaint

Within 12 months of the incident,

Or within 12 months of you discovering that you have a problem, giving as much detail as you can.

Send your written complaint to:

Janina Gawel. Practice Manager. The Springs Health Centre, Recreation Close, Clowne. Derbyshire. S43 4PL

If you are a registered patient you can complain about your own care. You are unable to complain about someone else’s treatment without their written authority. See the section below.

What we do next

We look to settle complaints as soon as possible.

We will acknowledge receipt within 3 working days, and aim to have looked into the matter within 10 working days. We may contact you again if further information is needed. If the matter is likely to take longer than this we will let you know, and keep you informed as the investigation progresses.

When looking into a complaint we attempt to see what happened and why and to see if there is something we can learn from this.

Where your complaint involves more than one organisation (e.g. social services) we will provide you with the relevant contact details and procedures of all organisations or provide a co-ordinated response, whichever is deemed most appropriate.

Where your complaint has been sent initially to an incorrect organisation, we may seek your consent to forward this to the correct person to deal with.

 When our investigations are complete a final response will be sent to you. This will include details of the result of your complaint and also your right to escalate the matter further if you are dissatisfied with our response.

 Complaining on Behalf of Someone Else

We keep to the strict rules of medical and personal confidentiality. If you wish to make a complaint and are not the patient involved, we will require the written consent of the patient to confirm that they are unhappy with their treatment and that we can deal with someone else about it.

Please ask at reception for the Complaints Form which contains a suitable authority for the patient to sign to enable the complaint to proceed.

Where the patient is incapable of providing consent due to illness or accident it may still be possible to deal with the complaint. Please provide the precise details of the circumstances which prevent this in your covering letter.

We may still need to correspond direct with the patient, or may be able to deal direct with the third party, and this depends on the wording of the authority provided.

NHS Complaints Procedure

The NHS and Social Care Complaints Procedure is a two stage system. It is recommended that in the first instance all complaints are made directly to your practice, however, if you prefer you can make your complaint via NHS England.

Once the complaint has been investigated locally, if you remain dissatisfied you can direct your complaint to The Parliamentary & Health Service Ombudsman. Please note that once a complaint has been forwarded to The Parliamentary & Health Service Ombudsman their decision is final and you cannot ask NHS England to appeal the decision or reinvestigate the complaint.

If you need help making a complaint

If you need help or assistance in making a complaint you can contact Derbyshire MIND who can offer you support and guidance:

Derbyshire MIND

Tel: 01332 62 37 32

By email:advocacy@derbyshiremind.org.uk

By post:   Derbyshire Mind Advocacy Services
               Albany House, Kingsway Hospital
               Derby
               DE22 3LZ

Website: www.derbyshiremind.org.uk/contact-us/advocacy-services/

  To make a complaint about other NHS Services

If you have a complaint or concern regarding the treatment you have received in either in hospital or in the community (i.e. district nurses), or with the commissioning (buying) of local services please contact PALS – the Patient Advice and Liaison Service.

How to contact PALS

Telephone: 0800 032 32 35
Text mobile facility no: 07919 466 212
Email: ddccg.PALS@nhs.net  

Patient Advice & Liaison Service
NHS Derby and Derbyshire CCG
Cardinal Square
10 Nottingham Rd
Derby DE1 3QT

Contact Details:

NHS England

This is the organisation that deals with the commissioning of primary health care services and has replaced the primary care trusts.

Tel: 0300 311 22 33

By post:   NHS England, PO Box 16738, Redditch, B97 9PT

By email: england.contactus@nhs.uk

(please write ‘For the attention of the Complaints Manager’ in the subject line.)

Parliamentary & Health Service Ombudsman

This is an independent body set up to promote improvement in healthcare by assessing how well services are being provided. Their contact details are:

Tel:   0345 0154033

By post:The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London, SW1P 4QP

Website: www.ombudsman.org.uk

If you have any further questions regarding making a complaint then please contact our Reception Manager, Allison Sherwin or our Practice Manager, Janina Gawel on 01246 819444.

 The Springs Health Centre Complaints Leaflet

Our approach to your healthcare 

We are a partnership practice (non-limited) providing medical services under a PMS (Personal Medical Services) contract with the Department of Health.

Our aim is to work towards improving the health of the residents of Clowne and to be a forward thinking, modern practice providing quality healthcare designed around the needs of the patients and their families. 

Your rights and responsibilities

You have the right as a patient to be treated with courtesy and respect.  We will listen to your healthcare worries and we will provide medical treatment on the basis of your clinical need.  

Your responsibilities to the practice are to treat the staff who care for you with the same courtesy and respect we give to you.  We ask you to attend all appointments on time or tell us if you cannot keep your appointment.  We also ask you to tell us if you change your address or contact number.
 

 Equal Opportunities/Anti-Discrimination

The term ‘visitor’ used below refers to anyone (including patients and their family members, other visitors and contractors) making use of The Springs Health Centre premises and services (except employees for whom the Equal Opportunities/Anti-Discrimination (Employment) Policy applies).

The Springs Health Centre:

• will ensure that all visitors are treated with dignity and respect
• will promote equality of opportunity between men and women
• will not tolerate any discrimination or perceived discrimination against, or harassment of, any visitor for reason of age, sex, gender, marital status, pregnancy, race, ethnicity, disability, sexual orientation, religion or belie
• will provide the same treatment and services (including the ability to register with the Practice) to any visitor irrespective of age, sex, marital status, pregnancy, race, ethnicity, disability, sexual orientation, religion or belief

 The Springs Health Centre actively promotes and supports the ethos and the requirements of the Equality Act 2010.

Applicability

This Policy applies to the general public, including all patients and their families, visitors and contractors.

1. Discrimination by The Springs Health Centre or visitors/patients against you

If you feel discriminated against

• You should bring the matter to the attention of the Duty Manager
• The Duty Manager will report the incident to the Practice Director who will investigate the matter thoroughly and confidentially within 5 working days

Procedure

The Practice Director will establish the facts and decide whether discrimination has taken place and advise you of the outcome of the investigation within 10 working days

If you are not satisfied with the outcome, you should raise a formal complaint through The Springs Health Centre Complaints Procedure

2. Discrimination against The Springs Health Centre staff

The Springs Health Centre will not tolerate any form of discrimination or harassment of our staff by any visitor. Any visitor, who expresses any form of discrimination against, or harassment of, any member of our staff, will be required to leave the premises forthwith, if the visitor is a patient, he/she may result in being removed from the practice’s list.

Safeguarding

Protecting Children and Vulnerable Adults

from Abuse and Neglect

What is abuse?

Abuse is any action that harms another person, that violates a person’s human and civil rights. Abuse can happen in different ways.

Who could abuse?

It might be someone close, such as a partner, family member, friend, carer, or a stranger.

Where can abuse happen?

Abuse can happen anywhere, in places where you should feel safe:-

• In your own home or someone else’s home.
• In a carer’s home.
• At a day centre.
• In care homes.
• In hospital.
• At work.
• At college.
• In a public place.

Who should report abuse?

If you think someone is being abused or if you think someone is abusing you, you should tell someone you trust.

Don’t suffer or let another suffer in silence:

tell someone you trust.

Types of abuse

Physical: Hitting, slapping, pushing, kicking or injuring someone or misuse of medication.

Sexual: Rape, sexual assault or pressuring someone into sexual acts they haven’t consented to, don’t understand or feel powerless to refuse.

Emotional: Threats of harm or abandonment, isolation, humiliation, blaming, controlling, intimidation, coercion, harassment, verbal abuse, or withholding services or supportive networks.

Financial or material: Including theft, fraud, misuse of property, possessions, benefits, and deliberate or premeditated mismanagement of finances.

Neglect and acts of omission: Including ignoring medical or physical care needs, failing to provide access to appropriate health, social care or educational services, withholding medication, nutrition or heating.

Discriminatory: Including abuse that is racist, sexist, based on disability or age, other forms of harassment.

Who do you contact if you suspect abuse?

If you suspect abuse it is important that you report your concerns to social services or the police.

 If you are worried about your safety, the safety of another adult or child ring Call Derbyshire on 0845 605 8058

 If you feel in immediate danger or think someone else may be in immediate danger, dial 999.

Helpline numbers

The Derbyshire Domestic Violence Helpline – 08000 198 668

National 24-hour Domestic Violence helpline – 0800 200 0247

Elder Abuse helpline – 0808 808 8141

ChildLine – 0800 1111

NSPCC – 0808 800 5000.

Named Accountable GP for all Patients

As detailed in our new contract with the Department Of Health, we are required to allocate a named accountable GP to all Patients. Actually, this has always been the case as when you register with us, you are allocated a “registered GP” who will normally be one of the GP Partners at the Practice. This will either be Dr Merriman, Dr Emslie, Dr Rossi or Dr Naveen.

Your named GP is responsible for your overall care at the Practice. If you wish to know which GP Partner is your named accountable GP, you are welcome to ask.

Your named accountable GP will take lead responsibility for your care.

All GP practices are required to declare the mean earnings (e.g. average pay) for GPs working to deliver NHS services to patients at each practice.  The average pay for GPs working in Springs Health Centre in the last financial year was £69,165 before tax and national insurance.  This is for 6 full time GPs and 2 part time GPs who worked in the practice for more than six months.