Practice Policies & Patient Information

Breastfeeding Accredited Practice

Care Data

Chaperone Policy

Children Privacy Notice

Complaints

PLAINS VIEW SURGERY PRACTICE COMPLAINTS PROCEDURE:

PRACTICE COMPLAINTS PROCEDURE

Patient feedback is important to us as it helps us to improve the service we provide to patients. We take complaints seriously and will attempt to address your concerns to your satisfaction.

HOW DO I MAKE A COMPLAINT

If you wish to make a complain, contact the Practice Manager (Mrs Ann Pillai) either in person, by phone or in writing.

Telephone: 01159621717

Address: 57 Plains Road, Mapperley, Nottingham, NG3 5LB

If you are complaining on behalf of someone else, the practice needs to know that you have their permission to do so.

WHAT HAPPENS NEXT?

The complaint will be acknowledged within 3 working days. The practice will respond, after investigation, within the timeframe specified to you at the acknowledgment stage of the process. Some complaints may take longer to address but you will be informed of a response time. If this cannot be met, the practice will keep you informed.

Please be assured making a complaint will not adversely affect your ongoing healthcare at the practice. We will deal with your complaint fairly, compassionately and will endeavour to resolve the situation to a satisfactory conclusion.

Wherever possible, we aim to learn from complaints and take action to avoid similar occurrences.

HOW DO I COMPLAIN TO SOMEONE INDEPENDENT?

GP Practices would prefer to have the opportunity to answer complaints ourselves in the first instance. However, you may pass your complaint directly to:

Patient Experience Team

Nottingham and Nottinghamshire Integrated Care Board

Sir John Robinson House

Sir John Robinson Way

Arnold, Nottingham, NG5 6DA, Telephone 01158839570 Email: nnicb-nn.patientexperience@nhs.net

If you would like further information, please follow the link to the ICB website: Patient Experience and Complaints – NHS Nottingham and Nottinghamshire ICB

However, please note, patients cannot raise the same complaint with the practice and ICB.

IS THERE A TIME LIMIT?

A complaint must be made within 12 months of the date of the incident that caused the problem or the date of discovering the problem.

Please remember, the quicker you complain, the easier it will be to investigate the facts.

IF YOU ARE NOT SATISFIED WITH THE OUTCOME?

You can contact the Parliamentary and Health Service Ombudsman (PHSO) on 03450154033. For more information see their website www.ombudsman.org.uk

OTHER USEFUL CONTACTS: – POhWER, NHS Complaints Advocacy, on 03004562370 website www.pohwer.net.

Practice Information Leaflet

Consent Policy

COVID-19 Privacy Notice

GDPR Privacy Notice

GP Earnings

Heidi Health (AI Software) Privacy Notice

Our commitment to continual improvement of patient care

As part of the Digital First National programme of work, GP Practices are required to record accurate data about patient interaction, especially within consultations. To assist with this administrative task, the practice is using a new technology known as Heidi AI.
The primary purposes include improving clinical documentation, aiding healthcare professionals in notetaking, and generating consult summaries. Heidi technology enables clinicians to focus on patients during the consultation, contributing to improved patient care. It also acts as a valuable tool for medical practitioners, saving them hours of administrative time per week.

How does it work?

Heidi works by transcribing speech into text from a healthcare encounter such as conversations between clinicians and patients or by clinicians dictating their clinical findings, impression and/or management plans before, during and after the healthcare encounter. The clinician can also add additional contextual notes about the healthcare encounter.

What are the benefits of Heidi Health to me, a patient?

This system is designed to alleviate the administrative burden on healthcare professionals, allowing them to focus more on patient care rather than paperwork. The Heidi Scribe will leverage natural language processing (NLP), speech recognition technology, and machine learning algorithms to understand and interpret complex medical dialogue, identify key health information, and categorise data into the appropriate sections of an Electronic Health Record (EHR).
Your consent will be sought for consultations that are transcribed using the Heidi AI tool. Heidi also uses aggregated de-identified information from these consults to improve its models and outputs, ultimately improving both patient care and clinician experience.

How is my data managed?

Security and privacy of your data is of upmost importance. Stringent UK compliance frameworks are adhered to by Heidi Health, ensuring secure and confidential handling of your personal information. Heidi Health complies with NHS standards (DTAC, DSPT, DCB0129), the Data Protection Act, and GDPR.
Hosting of your data within the UK is in compliance with local protection regulations, thereby enhancing security.
Audio recordings are generated simultaneously at the time of the appointment, meaning no recordings are ever stored. The generated notes are then deleted, ensuring privacy and security.
All data that identifies you stays within the practice and its servers which are UK based, no identifiable data is used by the Heidi tool for machine learning. Heidi AI will not make decisions about your care, it only transcribes verbal interactions with the practice, with your consent.

To see further information on Heidi Health please click here.

IPC Annual Statement

Privacy statement regarding PKB (Patient Knows Best)

Plains View Surgery shared your demographic data (including name, age, gender, date of birth, NHS number and address) with Patients Know Best (PKB) so PKB could create a dormant patient account for each person registered at this practice. The data in these accounts will not be accessed or processed unless you choose to activate your PKB account. Activating the account will create a patient held record which you can choose to share with health and care teams. This data sharing was done through article 6 (1)(e) and 9(2)(h) of UK GPDR 2018.

PKB are registered with the Information Commissioner’s Office (ICO), which regulates data protection in the UK, and their registration number is Z2704931. PKB cannot see your demographic data or any health information in your PKB account, including your patient held record. Your information is kept encrypted on secure servers and can only be seen by yourself, health care teams chosen by you or those with a lawful basis.

PKB will retain your data for 8 years after either the date your dormant account was created or the date you last accessed your activated account; whichever date is more recent. You can email sfh-tr.nottsnhsapp@nhs.net if you wish your PKB information to be deleted before that point, this does not mean that your GP record held by Plains View will be deleted.

Thank you

Regards
Plains View Surgery Team.

Sharing your Medical Records

Medical record sharing allows your complete GP records to be made available to authorised healthcare professionals involved in your care. You will always be asked your permission before anyone looks at your shared medical record.

The Care. Data program collects information about you and the care you receive. It links information from all the different places where you receive care, such as your GP, Hospital and community service, to help them provide a full picture of your medical needs and the care you are receiving. This Data is made available to NHS commissioners so that they can design integrated services and is shared with third parties for research purposes

Summary Care Records

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 or the HSCIC Website

Download the Opt-out Form

Vision Practice Privacy Notice