Streatham Hill Group Practice is committed to providing a safe, comfortable environment where patients and staff can be confident that best practice is being followed at all times and the safety of everyone is of paramount importance.

All patients are entitled to have a chaperone present for any consultation, examination or procedure where they feel one is required. This chaperone may be a family member or friend.

On occasions, you may prefer a formal chaperone to be present, i.e. a trained member of staff. Wherever possible we would ask you to make this request at the time of booking the appointment so that arrangements can be made and your appointment is not delayed in any way. Where this is not possible we will endeavour to provide a formal chaperone at the time of the request.

However, occasionally it may be necessary to reschedule your appointment. Your healthcare professional may also require a chaperone to be present for certain consultations in accordance with our chaperone policy. If have any questions or comments regarding this please contact the manager.

The practice complies with the Data Protection Act 2018. All information about patients is confidential: from the most sensitive diagnosis to the fact of having visited the surgery or being registered at the practice. All patients can expect that their personal information will not be disclosed without their permission except in the most exceptional of circumstances when somebody is at grave risk of serious harm.

All members of the primary health care team (from reception to doctors) in the course of their duties will have access to your medical records. They all adhere to the highest standards of maintaining confidentiality.

As our reception area is a little public, if you wish to discuss something of a confidential nature please mention it to one of the receptionists who will make arrangements for you to have the necessary privacy.

Under 16s

The duty of confidentiality owed to a person under 16 is as great as the duty owed to any other person. Young people aged under 16 years can choose to see health professionals, without informing their parents or carers. If a GP considers that the young person is competent to make decisions about their health, then the GP can give advice, prescribe and treat the young person without seeking further consent.

However, in terms of good practice, health professionals will encourage young people to discuss issues with a parent or carer. As with older people, sometimes the law requires us to report information to appropriate authorities in order to protect young people or members of the public.

Useful Websites

• Confidentiality NHS Code of Practice
• Confidentiality and Mental Health
• Confidentiality Guidance

If you have any special needs please let our staff know so that we can help and ensure you get the same support in the future.

Disabled Facilities

Streatham Hill Group Practice has reserved car parking spaces for the disabled and disabled toilets.

Wheelchair Access

Streatham Hill Group Practice has wheelchair access along with step free access.

Induction Loop

Streatham Hill Group Practice has an induction loop. For more information, please visit these websites:

• Hearing Link Website
• British Deaf Association
• The Deaf Health Charity – SignHealth
• Action Hearing Loss
• Royal Association for Deaf People
• National Deaf Children’s Society

Interpreter Services

Streatham Hill Group Practice has a signing service available to its patients. If you need an interpreter for your appointment, please let us know when you book it and we will try to book an interpreter for your consultation.

Please let reception know so they can book an interpreter from the Primary Care Trust or other external organisation. The consultation will run for longer than the usual time to allow for the extra time for interpreting.

Blind/Partially Sighted

If you or your family members are blind or partially sighted, please ask reception online for further information. For more advice and support for blind people please visit the following websites:

• Royal National Institute of Blind People (RIND)
• Action for Blind People
• Blind.org
• British Blind Sport

Guide Dogs

If you or your family require a guide dog, please visit the following website:

• Guide Dogs

Other Disabilities

For more advice and support for people with disabilities, please visit the following websites:

• BID Services
• Disability Go
• Disabled People, your Rights, Benefits, Carers and the Equality Act
• Disability Rights UK
• Living with a Disability NHS Choices
• Disability Action
• Mencap

Information about the GPs and the practice required for disclosure under the Freedom of Information Act 2000 can be made available to the public.

There are seven classes of information:

• Who we are and what we do
• What we spend and how we spend it
• What our priorities are and how we are doing
• How we make decisions
• Our policies and procedures
• Lists and registers
• Services the practice offers

This 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 2018.

Public authorities include government departments, local authorities, the NHS, state schools and police forces.

This is enforced by the Information Commissioner who regulates both the Freedom of Information Act 2000 and the Data Protection Act 2018.

All requests for such information should be made to the reception.

Your Medical Records

Information We Collect about You

At Streatham Hill Group Practice, we only collect relevant information “data” that we need to help us keep you healthy, such as; your name, address, next of kin, records of visits, telephone calls, treatments and medicines, investigations such as; results, X-rays and any other information that would enable us to care for you better.

Processors of Personal Data

In order to deliver the best possible service, the practice contracts Processors to process personal data, including patient data on our behalf.

When we use a Processor to process personal data we will always have an appropriate legal 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 a Processor include:

• Companies that provide IT services & support, including our core clinical systems; systems that manage patient-facing services (such as our website and service accessible through the same); data hosting service providers; systems that 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).

How We use Your Information

We share your medical records with other healthcare professionals who are involved in providing you with care and treatment and on a need-to-know basis. Some of your data is automatically copied to the shared Summary Care Record. We share some of your data with local out-of-hours providers: Lambeth Hubs or Seldoc. data about you is used to manage national screening campaigns such as cervical screening, diabetes prevention, bowel screening and flu.

We share information when the law requires us to, for instance when we are inspected or reporting certain illnesses or safeguarding vulnerable adults and children.

Your data is used to check the quality of care provided by the NHS. We may also share medical records for medical research. The data about you is used to manage the NHS and make payments.

How to Access Your Records

We encourage patients to sign up to patient online services (Patient Access) where you can access your medical records, results, request repeat medication and book appointments. Please ask at reception for more details.

If you want to see what is written about you, you have a right to access the information we hold on you, but you will need to complete a form called Subject Access Request (SAR). Please ask at reception for a SAR form and you will be given further information. You may request to view all or only certain parts of your records if you prefer. Moreover, should you identify information in your record that may be incorrect you have the right to have the data corrected.

Don’t Want to Share?

All patients can choose not to share their information.

Should you wish to opt out of data collection, please contact a member of the admin staff, alternatively, you can set your opt-out preferences by visiting www.nhs.uk/your-nhs-data-matters.

You will need your NHS number and a valid email address or telephone number which is on the GP record or on the Personal Demographics Service database to register their decision to opt out.

Patients who are unable to use the online facility can use a phone helpline to manage their choice on 0300 303 5678. A paper print-and-post form is also available by visiting www.nhs.uk/other-ways-to-manage-your-choice.

Alternatively, please contact a member of our admin staff for support by calling 020 3829 0800.

Have a Question?

If you have any questions, you can contact the practice’s data controller via email at [email protected]. GP practices are data controllers for the data they hold about their patients. Ask to speak to the practice manager, Mr Holicka, Data Protection Champion and Controller.

If You are not Pleased with how Your Information is Managed

We understand that sometimes things can go wrong. If you are not pleased with any part of our data-processing methods, you can make a complaint by visiting the Information Commissioner’s Office. For more information, please visit www.ico.org.uk/raising-concerns.

We always make sure the information we give you is up-to-date. Any updates will be published on our website, in our and leaflets, and on our posters. For more information, please visit www.ourhealthiersel.nhs.uk/privacy-notice.

Local Care Records

Local Care Records enables real time sharing and viewing of patient information with local Hospitals: Kings College Hospital, Guys and St. Thomas’ Hospital and mental health trust Maudsley Hospital that delivers huge benefits to GPs and patients.

NHS Digital

NHS Digital has a statutory role to collect and process health and social care information which is set out in the Health and Social Care Act 2012.

NHS Digital’s fair processing materials, available by visiting www.content.digital.nhs.uk/patientconf, explains and provide further information on:

• What NHS Digital collects – the types of information the NHS Digital collects and what it’s used for
• Personal information choices – people’s rights regarding care information
• Information requests from organisations – how organisations can ask NHS Digital to collect or provide access to care information
• Assurance bodies and processes – how the information requests NHS Digital receive are carefully looked at
• Examples of benefits that have been realised through the provision of such information including case studies involving breast cancer and diabetes that are available by visiting www.content.digital.nhs.uk/extracts

The NHS Digital is absolutely committed to keeping all of the data it handles safe and secure and applies the same principle to any data that is released outside of the organisation. Information is only ever shared with organisations that have gone through a strict application process, who can demonstrate they have a legitimate reason to access the data to use it for the benefit of health and care purposes, as per the new protections introduced as part of the Care Act 2014, and who have signed a legally binding agreement. So for instance, third party or commercial companies cannot receive information for insurance or marketing purposes.

As part of the application process the Data Access Advisory Group, an independent group, hosted by the NHS Digital, considers all applications for data that are identifiable or de-identified for limited access. The NHS Digital also regularly publishes a register of data releases that you can view by visiting www.content.digital.nhs.uk/dataregister. These show where data has been released, to which organisation and for which purposes.

If patients do require any further information that is not already covered within NHS Digitals web pages, they can be contacted by emailing [email protected] or telephoning them on 0300 303 5678.

We have allocated a named accountable GP for all of our registered patients. If you do not know who your named GP is, please ask a member of our reception team.

Unfortunately, we are unable to notify patients in writing of any change of GP due to the costs involved.

What is non-NHS work and why is there a fee?

The National Health Service provides most health care to most people free of charge, but there are exceptions: prescription charges have existed since 1951 and there are a number of other services for which fees are charged.

Sometimes the charge is because the service is not covered by the NHS, for example, providing copies of health records or producing medical reports for insurance companies, solicitors or employers.

The Government’s contract with GPs covers medical services to NHS patients but not non-NHS work. It is important to understand that many GPs are not employed by the NHS; they are self-employed and they have to cover their costs – staff, buildings, heating, lighting, etc. – in the same way as any small business.

In recent years, however, more and more organisations have been involving doctors in a whole range of non-medical work. Sometimes the only reason that GPs are asked is that they are in a position of trust in the community, or because an insurance company or employer wants to ensure that information provided to them is true and accurate.

Examples of non-NHS services for which GPs can charge their own NHS patients are:

• Accident/sickness certificates for insurance purposes
• School fee and holiday insurance certificates
• Reports for health clubs to certify that patients are fit to exercise
• Private prescriptions for travel purposes

Examples of non-NHS services for which GPs can charge other institutions are:

• Life assurance and income protection reports for insurance companies
• Reports for the Department for Work and Pensions (DWP) in connection with
• Disability living allowance and attendance allowance
• Medical reports for local authorities in connection with adoption and fostering
• Copies of records for solicitors

Do GPs have to do non-NHS work for their patients?

With certain limited exceptions, for example, a GP confirming that one of their patients is not fit for jury service, GPs do not have to carry out non-NHS work on behalf of their patients. Whilst GPs will always attempt to assist their patients with the completion of forms, they are not required to do such non-NHS work.

Is it true that the BMA sets fees for non-NHS work?

The British Medical Association (BMA) suggest fees that GPs may charge their patients for non-NHS work (i.e. work not covered under their contract with the NHS) in order to help GPs set their own professional fees. However, the fees suggested by them are intended for guidance only; they are not recommendations and a doctor is not obliged to charge the rates they suggest.

Why does it sometimes take my GP a long time to complete my form?

Time spent completing forms and preparing reports takes the GP away from the medical care of his or her patients. Most GPs have a very heavy workload and paperwork takes up an increasing amount of their time. Our GPs do non-NHS work out of NHS time at evenings or weekends so that NHS patient care does suffer.

I only need the doctor’s signature – what is the problem?

When a doctor signs a certificate or completes a report, it is a condition of remaining on the Medical Register that they only sign what they know to be true. In order to complete even the simplest of forms, therefore, the doctor might have to check the patient’s entire medical record. Carelessness or an inaccurate report can have serious consequences for the doctor with the General Medical Council (the doctors’ regulatory body) or even the police.

If you are a new patient we may not have your medical records so the doctor must wait for these before completing the form.

What will I be charged?

It is recommended that GPs tell patients in advance if they will be charged, and what the fee will be. It is up to individual doctors to decide how much they will charge. The surgery has a list of fees based on these suggested fees which are available on request.

What can I do to help?

Not all documents need a signature by a doctor, for example, passport applications. You can ask another person in a position of trust to sign such documents free of charge. Read the information that comes with these types of forms carefully before requesting your GP to complete them.

If you have several forms requiring completion, present them all at once and ask your GP if he or she is prepared to complete them at the same time to speed up the process.

Do not expect your GP to process forms overnight: urgent requests may mean that a doctor has to make special arrangements to process the form quickly, and this may cost more. Usually, non-NHS work will take 2 weeks.

We are here to help you, but to do this we sometimes need your assistance. Here we explain the ways in which you can help the surgery provide a better service for all patients.

Patient Health

Patients should respect their health and therefore seek to maintain a healthy lifestyle and minimise their health risks.

Patient Conduct

Patients should value the members of the practice team as professional advisers. This includes extending the same courtesy and politeness as they would expect to receive.

No Smoking

We are committed to a policy of promoting good health and preventing disease. There should be no smoking on the premises to ensure a smoke-free environment.

Repeat Prescriptions

Requests for repeat prescriptions take 2 working days and should be made in good time to avoid unnecessary delay in treatment. Requests should be made using the computer-generated right side of your prescription or alternatively a request may be made in writing to the surgery. For safety reasons, requests for repeat medication will not be taken over the telephone however they can be requested via our website.

Help and Advice

Requests for help or advice for non urgent conditions should be made within normal surgery opening hours. The out-of-hours service operated by NHS 111 should only be used in the case of urgent medical conditions and not for routine problems or enquiries.

Appointment Attendance

The patient should do everything possible to keep appointments. The surgery should be notified as soon as possible if you are unable to attend so that the appointment can be given to another patient. Failing to turn up for appointments without notifying the surgery in advance could stop possible urgent cases from receiving earlier medical attention.

Patient Privacy

Whilst privacy is respected by all staff, it would be helpful if patients would indicate the nature of the appointment ie blood tests, vaccinations, smears, etc so that we can advise on the best member of the team to consult.

Home Visits

Home visits should be regarded as a service for the genuinely housebound or seriously ill. They are time consuming and their misuse would disadvantage those in genuine need.

New Patients

If you are a new patient please be ready to tell us details of your past medical history, including illnesses, medication, hospital admissions and other relevant details. Make sure you have registered all members of your household.

Moving House

If you move house or are planning to in the near future, you should notify the surgery of your new address as soon as possible. Remember that in case of emergency we may need to contact you urgently.

Effective Use of Resources

We place importance on the effective use of resources, patients found repeatedly failing to attend appointments without prior notification, abusing the home visits or NHS 111 out-of-hours service, or repeatedly phoning in to request repeat prescriptions will have their registration status reviewed.

The current Central NHS Computer System is 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.

You may need to be treated by health and care professionals that do not know your medical history. Essential details about your healthcare can be difficult to remember, particularly when you are unwell or have complex care needs. Having an SCR means that when you need healthcare you can be helped to recall vital information.

SCRs can help the staff involved in your care make better and safer decisions about how best to treat you.

You can choose to have additional information included in your SCR, which can enhance the care you receive. This information includes:

• Your illnesses and health problems.
• Operations and vaccinations you have had in the past.
• How you would like to be treated – such as where you would prefer to receive care.
• What support you might need.
• Who should be contacted for more information about 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?

If you are registered with a GP practice in England you will have a Summary Care Record (SCR), unless you have previously chosen not to 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. It includes important information about your health:

• Medicines you are taking.
• Allergies you suffer from.
• Any bad reactions to medicines.

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 our online Summary Care Record Opt Out form.

For further information visit the NHS Care Records website.

We aim to treat our patients courteously at all times and expect our patients to treat staff in a similarly respectful way.

We take seriously any threatening, abusive or violent behaviour against any of our staff or patients. If a patient is violent or abusive, they will be warned to stop such behaviour.

If they persist with this behaviour, we may exercise our right to have them removed from our list of patients.