Care Quality Commission
The Meadows Surgery has been registered with the Care Quality Commission (CQC) for the following activities.
Diagnostic and screening procedures
Maternity and midwifery services
Treatment of disease, disorder or injury
The registered manager is Dr S Gankerseer with Rosie Bentley being nominated for the day to day running.
The registered location :-
The Meadows Surgery, Temple Grove Burgess Hill RH15 9XN
Listed below are our aims and objectives.
· To provide a variety of easily accessible ways to contact and communicate with the practice.
· To seek input from users of our service in order to continuously review and improve practice contact points and communication methods.
· To continuously consider the needs of all our service users and implement enhancements to the way the practice can be contacted and communicated with where possible.
· To engage with outside agencies, other service providers and other stakeholders in order to provide a safe and efficient flow of information relating to operational matters and service user care.
· To ensure that all communication methods are used in conjunction with robust information governance procedures and respect for patient confidentiality.
· To make all of the practice’s services accessible to all service users.
· To provide a variety of access methods so that all service user age groups can have equity of service and information provision.
· To seek input from users who have suggestions for improving access to our sites.
· To plan for and maintain access to the practice’s services in the event of foreseeable threats which may affect service availability such as weather, failure of utilities or equipment, staff availability and damage to premises.
· To provide service users with a variety appointment times designed around patient input.
· To ensure quick access to an appropriate healthcare professional is available to service users with an immediate need.
· To provide a multidisciplinary healthcare team with a wide mixture of skills in order to provide excellent service provision and use of resources.
· To involve the service users in all aspects of their healthcare and ensure they understand any treatment or investigation being offered.
· To gain consent where appropriate for any treatment or investigation.
· To encourage all service users to consider lifestyle changes that would improve their general health and well-being.
· To ensure all healthcare professionals at the practice meet the required standards and maintain a programme of continuous professional development.
· To rigorously maintain a high level of equipment cleanliness and generally throughout the premises to protect patients and staff against infection.
· To regularly inspect and maintain equipment and premises to ensure they are safe and fit for purpose and take action to remedy any issues which arise.
· To ensure relevant staff are trained and competent to use of any equipment required for them to carry out their job.
· To undertake the necessary employment checks and have procedures in place to protect vulnerable children and adults.
· To have robust systems in place, which are reviewed regularly for the production of prescriptions, medication handling and safe storage of stocked medicines.
· To consider, investigate and respond to complaints and suggestions in accordance to NHS guidelines.
· To ensure all members of staff understand their roles and responsibilities.
· To provide staff with the support, training, equipment and environment to aid them in performing their job to the best of their ability.
· To maintain and promote an organisational culture where all staff and service users are treated with respect and dignity.
· To put consideration of equality and diversity issues at the heart of everything the practice does.
· To ensure effective information governance systems are in place and reviewed regularly to maintain the security of confidential information.
· To check the accuracy and relevance of information being held by the practice by regularly auditing all aspects of record keeping from patient records to personnel files.
We always try to give you the best service possible but there may be times when you feel this has not happened. This Page explains what to do if you have a complaint about the service provided.
We hope you will use it to allow us to look into and, if necessary, put right any problems you have identified or mistakes that have been made. The procedure is designed to provide complainants with an explanation of the circumstances surrounding an adverse event.
Our practice policy is not able to deal with questions of legal liability or compensation, if the partnership considers the in-house procedure is not appropriate in a particular case, the Practice Manager will advise you how the complaint can be pursued through other channels.
Please note that we have to respect our duty of confidentiality to patients and a patient’s consent will be necessary if the complaint is not made by the patient in person.
If you wish to make a complaint, please ask to see, telephone:( 01444242860 )or write to our Practice Manager, Rosemarie Bentley ([email protected] ) who will take full details and decide how best to deal with the investigation. We think it is important to deal with complaints swiftly, and we aim to offer you an opportunity for a meeting to discuss matters within seven days.
We will try to address your concerns, provide you with an explanation and discuss any action that may be needed.
We try to resolve all issues locally and to the satisfaction of all concerned, but following the conclusion of this local resolution process, if you are not satisfied with the way the Practice has handled your complaint you may ask NHS England to review your case.
NHS England, PO BOX 16738, Redditch, B97 9PT. 0300 311 2233. [email protected]
Healthwatch West Sussex
Healthwatch is an independent Health Complaints Advocacy Service (IHCAS)
Email: [email protected]
If you remain happy after local resolution, you can refer your complaint to The Parliamentary and Health Service Ombudsman who investigate you can contact the Ombudsman’s Complaints Helpline on 0345 015 4033
Email: [email protected]
Write: 11-13th Floor Millbank Tower
Milbank, London, SW1P 4QP
Contacting the Care Quality Commissions
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 on 03000 616161, or alternatively visit the following website: http://www.cqc.org.uk
We always try to provide the highest possible standard of service and we try to give you the best possible care and attention. If you have any suggestion or are unhappy about any aspect of our service please contact the Practice Manager Mrs Rosie Bentley who will deal with the complaint according to the Practice Complaints Procedure. We have an in-house complaints procedure to respond to patient’s grievances.
If you have a complaint, you can ask at reception for a complaint form, or you can write or telephone the Practice Manager.
The NHS operate a zero tolerance policy with regard to violence and abuse and the practice has the right to remove violent patients from the list with immediate effect in order to safeguard practice staff, patients and other persons. Violence in this context includes actual or threatened physical violence or verbal abuse which leads to fear for a person’s safety. In this situation we will notify the patient in writing of their removal from the list and record in the patient’s medical records the fact of the removal and the circumstances leading to it.
Confidentiality & Medical Records
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.
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
Information about the General Practioners and the practice required for disclosure under this act can be made available to the public. All requests for such information should be made to the practice manager.
GDPR and how we use your data
General Data Protection Regulations – GP Surgeries
The way data is protected and used has changed as of 25th May 2018. The introduction of GDPR requires The Meadows Surgery to clearly explain how we use the data we store. As a contractor to NHS England we take the security and confidentiality of the information we hold extremely seriously. Each member of staff has confidentiality as part of their employment contract and undergoes regular training of Information Governance.
This practice handles medical records in-line with laws on data protection 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 anonymised 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.
The Data Protection Officer is Rosie Bentley, who can be contacted on 01444 242860 if you have any detailed questions.
The documents below provide specific information on how and why we use the data in different circumstances and under what lawful basis. These documents have been produced in association with the British Medical Association (BMA).
As part of the new GDPR we need to advise patients how we use the data that we hold on them. Please find below the Practice Privacy Notices in PDF format.
Copies are also available to read at the Meadows Surgery
GP Net Earnings
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 The Meadows Surgery in the last financial year was:
£60,391 ( before tax and National Insurance.)
This is for 3 full time GPs, 4 part time GPs, and 2 locum GPs, who worked in the practice for more than six months.
Rights & Responsibilities
You will be treated with respect and as a partner in your care. Being a partner means you also have responsibilities.
- Ensure our patients have 24-hour access to medical advice.
- Work in partnership with you to achieve the best medical care possible.
- Involve you and listen to your opinions and views in all aspects of your medical care.
- Treat the prevention of disease, illness and injury as a primary concern. The medical staff will advise and inform you of the steps you can take to promote good health and a healthy lifestyle.
We would respectfully ask that you:
- Let us know if you intend to cancel an appointment or are running late.
- Treat staff with courtesy and respect. Reception staff may have to ask some personal questions to assist us in providing you with the best service.
- Inform the practice staff of any alterations in your circumstances, such as change of surname, address or telephone number. Please ensure that we have your correct telephone number, even if it’s ex-directory.
Summary Care Record
There is a new 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.
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. You can find out whether Summary Care Records have come to your area by looking at our interactive map or by asking your GP
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 form and bring it along to the surgery. You can use the form at the foot of this page.
For further information visit the NHS Care records website
Text Message Reminders
You can now register to receive information by text message on your phone regarding appointments and health care.
If you wish to register for this messaging service please fill out the consent form.
New Data Protection Regulations from May 2018 (GDPR)
Under the new data protection regulations introduced from 25th May 2018, we will continue to contact patients via text messages regarding the delivery of care if they have provided consent to do so.
If practices are sending messages about recommended treatment for the management of a specific health issue, then this is defined as providing appropriate care for patients, not marketing purposes.
If you would like ot opt out of any future contact via text messaging, then please complete the form and indicate in the marked section.
Your Data Matters to the NHS
Information about your health and care helps us to improve your individual care, speed up diagnosis, plan your local services and research new treatments. The NHS is committed to keeping patient information safe and always being clear about how it is used.
How your data is used
Information about your individual care such as treatment and diagnoses is collected about you whenever you use health and care services. It is also used to help us and other organisations for research and planning such as research into new treatments, deciding where to put GP clinics and planning for the number of doctors and nurses in your local hospital. It is only used in this way when there is a clear legal basis to use the information to help improve health and care for you, your family and future generations.
Wherever possible we try to use data that does not identify you, but sometimes it is necessary to use your confidential patient information.
You have a choice
You do not need to do anything if you are happy about how your information is used. If you do not want your confidential patient information to be used for research and planning, you can choose to opt out securely online or through a telephone service. You can change your mind about your choice at any time.
Will choosing this opt-out affect your care and treatment?
No, choosing to opt out will not affect how information is used to support your care and treatment. You will still be invited for screening services, such as screenings for bowel cancer.
What do you need to do?
If you are happy for your confidential patient information to be used for research and planning, you do not need to do anything.
To find out more about the benefits of data sharing, how data is protected, or to make/change your opt-out choice visit www.nhs.uk/your-nhs-data-matters