We make every effort to give the best service possible to everyone who attends our practice.

However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.

To pursue a complaint please contact the Business Manager Mrs Ruth Pitman [email protected] who will deal with your concerns appropriately.

Further written information is available regarding the complaints procedure from reception.

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 diagnosis 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

• Download a copy of the patient leaflet

This Practice complies with the General Data Protection Regulation 2016 and the Data Protection Act 2018.

We use your Information to provide you with Health Care services, and share your information with other organisations  involved in your care.

The practices does this under Article 6(1) and Article 9(2)(h) of the GDPR.

For further information, see a copy of our Privacy Notice on the following link: GDPR Privacy Notice or a copy of the leaflet “How we use your information” (a link to this is further down this page).

You are entitled to see what information we hold about you on request.

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.

In may 2018, the strict rules about how this data can and cannot be used were strengthened. The NHS is committed to keeping patient information safe and always being clear about how it is used.

You can choose whether your confidential patient information is used for research and planning.

To find out more visit: nhs.uk/your-nhs-data-matters

How we use your data – information for patients under the Our Documents Page.

Please note the practice has a strict policy for missed appointments. A doctor will write to you if you miss appointments without notifying Reception that you wish to cancel the appointment.

There are a number of ways to cancel appointments:

• Telephone Reception on 01562 757377
• E mail – [email protected]
• Register for on line access for booking / cancelling appointments and ordering repeat medication.

We ask that you help us to ensure there are no wasted appointments.

There are automatic doors for wheelchair access to the Hume Street Medical Centre. There is also a lift for access to the first floor. We have a large car park at Hume Street Medical Centre which is for the use of patients attending the medical centre only, not for visits to the hospital.

You can now contact us online if you need help with a non-urgent medical or admin request we will respond within 5 working days.

Follow this link: https://florey.accurx.com/p/M81005

An Acceptable Behaviour Agreement (otherwise known as a doctor-patient contract) is an individual written agreement between a patient and their GP Practice. It can be a useful tool to support changes to behaviour and can clarify what the Practice expects of the patient and what the patient can expect of the Practice.

View our Good Behaviour Guidance Agreement

All GP Practices are required to declare the mean earnings (i.e. average pay) for GPs working to deliver NHS services to patients at each Practice.

The average pay for GPs working at Northumberland House Surgery in the financial year ended 31 March 2023 was £91,196 before the deduction of employees’ superannuation contributions, tax and national insurance.

This is the average pay for three full-time and six part-time GPs who worked in the Practice for more than six months during that year.

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.

Access to Records

In accordance with the Data Protection Act 1998 and Access to Health Records Act, patients may request to see their medical records. Such requests should be made through the practice manager and may be subject to an administration charge. No information will be released without the patient consent unless we are legally obliged to do so.

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.

More Information

For further information visit the NHS Care records website.

The practice takes any bullying/threatening or undermining remarks about staff on Social Media very seriously and this will not be tolerated, any such action may result in reporting the patient to the police in regard to sections 2, 2A, 4 or 4A Protection from Harassment Act 1997, or offences under the Malicious Communications Act 1988 and Communications Act 2003.

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.