The practice operates an approved complaints procedure and endeavours always to resolve complaints to the satisfaction of the complainant. We would ask that you put any complaint you may have in writing (not via email or patient suggestions) to the Practice Manager and an initial response to this should be returned to you within three working days; you will be given the opportunity to discuss this in person should you so wish. We will then do our very best to provide you with a full written response within 10 working days - this may not always be possible if the staff members involved are on holiday for example. If you are not satisfied with the responses received from the practice your complaint can be passed on to the complaints department at the CCG and ultimately the NHS Ombudsman. We sincerely hope this will not be necessary but if so, the practice will furnish you with the relevant details and addresses.
Your patient records are of course confidential and your written permission will be sought for anyone who is not employed by the practice, CCG or Heath Authority to have sight of these. You are entitled to supervised access to your medical record; an admin charge will be made for this. Please ask at reception for details.
Violence or Abuse
The practice has a zero-tolerance policy for violence or abuse towards any doctors, practice staff or anybody on practice premises.
Freedom of Information
The Freedom of Information (FOI) Act was passed on 30 November 2000. It gives a general right of access to all types of recorded information held by public authorities, with full access granted in January 2005. The Act sets out exemptions to that right and places certain obligations on public authorities.
FOI replaced the Open Government Code of Practice, which has been in operation since 1994.
Data Protection and FOI – how do the two interact?
The Data Protection Act 1998 came into force on 1 March 2000. It provides living individuals with a right of access to personal information held about them. The right applies to all information held in computerised form and also to non-computerised information held in filing systems structured so that specific information about particular individuals can retrieved readily.
Individuals already have the right to access information about themselves (personal data), which is held on computer and in some paper files under the Data Protection Act 1998.
The right also applies to those archives that meet these criteria. However, the right is subject to exemptions, which will affect whether information is provided. Requests will be dealt with on a case by case basis.
The Freedom of Information Act and the Data Protection Act are the responsibility of the Lord Chancellor’s Department. A few of its strategic objectives being:
- To improve people’s knowledge and understanding of their rights and responsibilities
- Seeking to encourage an increase in openness in the public sector
- Monitoring the Code of Practice on Access to Government Information
- Developing a data protection policy which properly balances personal information privacy with the need for public and private organisations to process personal information
The Data Protection Act does not give third parties rights of access to personal information for research purposes.
The FOI Act does not give individuals access to their personal information, though if a request is made, the Data Protection Act gives the individual this right. If the individual chooses to make this information public it could be used alongside non-personal information gained by the public under the terms of the FOI Act.
Cancellation of Appointments & Did Not Attend (DNA) Policy
All our clinics and surgeries are busy and we very much appreciate being informed if you cannot attend your appointment for any reason. Cancellation of appointments can be via phoning the practice on 0114 2291686, in person at reception, or online (for appointments made via SystmOnline only).
We allow patients to be no more than 10 minutes late for their appointment, any later and we ask you to rebook and a DNA is placed on your records. Patients who habitually do not cancel or attend their booked appointments could risk being removed from the practice list.
The practice is required to provide all patients with a named GP. This GP will have overall responsibility for the care and support that our surgery provides to them.
This does not prevent you from seeing a GP of your choice at the surgery as you currently do.
You are not requried to make an appointment to see your named GP.
By allocating a named GP to each patient it enables a clear point of contact at the practice for all our patients. This can be used by patients when sending information to the practice, completing documents asking for their GPs details along with reassurance of a contact at the practice; although this can be any clinician of their choosing, or available should the contact required be urgent.
Please contact the practice should you wish to know who your named GP is. If you have a preference as to which GP this is, the practice will make reasonable efforts to accomodate this request. Please put these requests in writing to the practice.
Publication of GP Earnings
NHS England require that the net earnings of doctors engaged in the practice is publicised, and the required disclosure is shown below. However it should be noted that the prescribed method for calculating earnings is potentially misleading because it takes no account of how much time doctors spend working in the practice, and should not be used to form any judgement about GP earnings, nor to make any comparison with any other practice.
The average pay for GPs working in Carterknowle & Dore Medical Practice in the financial year 2015/16 was £60,551 before tax and National Insurance. This is for 6 full time GPs, 2 part time GPs and 1 locum GP who worked in the practice for more than six months.