All patients at Sandy Health Centre have a named, accountable doctor who is responsible for coordinating their care. If you do not know who your named GP is, please ask a member of our reception team.

Your named doctor will be allocated to you by the practice. You can still talk to or make appointments to see any of our doctors or nurses, not just your named GP.

If you have a preference and would like to request a particular doctor at the practice to be your named GP, please talk to one of our receptionists.

The practice cannot guarantee that you will be able to see the same GP each time you visit, but we will do our best to accommodate your request.

All GP practices are required to declare the mean earnings (average pay) for GP’s working to deliver NHS services to patients at each practice.

The average pay for GPs working in Sandy Health Centre practice in the financial year ended 31 March 2023 was £54,141 before tax and national insurance.

This is for 3 full time GPs and 1 salaried GP who worked in the practice for more than 6 months.

The Freedom of Information Act 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 and the Data Protection Act.

The surgery publication scheme

A publication scheme requires an authority to make information available to the public as part of its normal business activities. The scheme lists information under seven broad classes, which are:

• Who we are and what we do.
• What we spend and how we spend it.
• What our priorities are and how we are doing it.
• How we make decisions.
• Our policies and procedures.
• Lists and registers.
• The services we offer.

Who can request information?

Under the act, any individual, anywhere in the world, is able to make a request to a practice for information. An applicant is entitled to be informed in writing, by the practice, whether the practice holds information of the description specified in the request and if that is the case, have the information communicated to him. An individual can request information, regardless of whether he/she is the subject of the information or affected by its use.

How should requests be made?

Requests must:

• Be made in writing (this can be electronically e.g. email/fax).
• State the name of the applicant and an address for correspondence.
• Describe the information requested.

What cannot be requested?

Personal data about staff and patients covered under Data Protection Act.

For more information, please see:

• Legislation GOV.UK

We respect your right to privacy and keep all your health information confidential and secure. It is important that the NHS keeps accurate and up-to-date records about your health and treatment so that those treating you can give you the best possible care.

This information may be used for management and audit purposes. However, it is usually only available to, and used by, those involved in your care. You have the right to know what information we hold about you. If you would like to see your records please contact the practice manager.

Access to medical records

The practice is registered and complies with the Data Protection Act 2018. Any request for access to notes by a patient, patient’s representative or outside body will be dealt with in accordance with the Act. Please contact the practice manager for further information.

The practice prides itself in maintaining professional standards. For certain examinations during consultations an impartial observer (a “chaperone”) will be required. Please contact our reception team in advance if you wish to have a chaperone with you during your appointment.

This impartial observer will be a practice nurse or healthcare assistant who is familiar with the procedure, and be available to reassure and raise any concerns on your behalf. If a nurse in unavailable at the time of your consultation then your examination may be re-scheduled for another time.

You are free to decline any examination or chose an alternative examiner or chaperone. You may also request a chaperone for any examination or consultation if one is not offered to you. The GP may not undertake an examination if a chaperone is declined.

The role of a chaperone:

• Maintains professional boundaries during intimate examinations.
• Acknowledges a patient’s vulnerability.
• Provides emotional comfort and reassurance.
• Assists in the examination.
• Assists with undressing patients, if required.

We are continually looking to turn patient feedback into real improvements in the services we provide. We use it to focus on the things that matter most to our patients, carers and their families.

The practice welcomes patients’ comments and suggestions on how to improve on the services we offer our patients. We have a comment and suggestion box situated in the main entrance area; the box is checked regularly and the contents discussed at practice meetings. We also welcome feedback on anything that our patients feel we are doing well.

Giving feedback

To provide feedback:

• take part in the Friends and Family Test
• use our online form
• use the Klinik online service
• phone us on 01767 682525

Making a complaint

In the first instance please discuss your complaint with the staff member concerned. Where the issue cannot be resolved at this stage, please ask to speak to the office manager or the practice manager, who will try to resolve the issue. If your problem cannot be resolved at this stage and you wish to make a formal complaint please let us know as soon as possible, ideally within a matter of days. This will enable the practice to get a clear picture of the circumstances surrounding the complaint. If it is not possible to raise your complaint immediately, please let us have details of your complaint in writing within the following timescales:

• Within 12 months of the incident that caused the problem, or
• Within 12 months of the event, or
• Within 12 months of you realising that you have something to complain about.

The practice will acknowledge your complaint within three working days (or as soon as is reasonably possible) and you will receive a written summary and conclusion within ten working days (or as soon as is reasonably practicable). When the practice looks into your complaint it aims to:

• Ascertain the full circumstances of the complaint
• Make arrangements for you to discuss the problem with those concerned, if you would like this
• Make sure you receive an apology, where this is appropriate
• Identify what the practice can do to make sure the problem does not happen again

This part of the process is called ‘local resolution.’

If you need further advice, you can also contact NHS 111 or the local Citizens Advice Bureau.

A summary of complaints received throughout the year is discussed quarterly by the doctors and practice manager.

Complaining to other authorities

The practice management team hope that if you have a problem you will use the practice complaints procedure. However, if you feel you cannot raise your complaint with us, you can contact;

NHS England phone: 0300 311 22 33

NHS England is there to help you with any issues or worries you may have about a service you or someone you care for is receiving and to help resolve issues before they become complaints.

If you need help with making your complaint you can contact;

The Health Complaints Advocacy Services phone: 0845 456 1082

HCAS is a national service that supports people who want to make a complaint about their NHS care or treatment. Your local HCAS service can be found at; POhWER, Hertland House, Primett Road, Stevenage, Herts, SG1 3EE.

Ombudsman

If you remain unhappy with the response after local resolution and independent review, you can refer your complaint to the Parliamentary and Health Service Ombudsman who investigates complaints about the NHS in England. You can call the Ombudsman’s Complaints Helpline on 0345 015 4033. Millbank Tower, Millbank, London, SW1P 4QP.

Contacting the Care Quality Commission

If you have a genuine concern about a staff member or regulated activity carried on by this Practice then you can contact the Care Quality Commission.

Website: www.cqc.org.uk

Complaining on behalf of someone else

Please note that Sandy Health Centre keeps strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, the practice needs to know that you have their permission to do so. A note signed by the person concerned will be required.

The complaints procedure is reviewed annually.