All patient information is considered to be confidential and we comply fully with the Data Protection Act. All employees have access to this information in relation to their role and have signed a confidentiality agreement. Information may be shared, in confidence, with other NHS organisations in the interests of patient care.

Confidential patient data will be shared within the healthcare team at the Practices and with other healthcare professionals to whom a patient is referred.

Those individuals have a professional and contractual duty of confidentiality.

Confidential and identifiable information relating to patients will not be disclosed to other individuals without their explicit consent, unless it is a matter of life and death or there is a serious risk to the health and safety of the patients or it is overwhelmingly in the public interest to do so.

In these circumstances the minimum identifiable information that is essential to serve a legal purpose may be revealed to another individual who has a legal requirement to access the data for the given purpose.

That individual will also have professional and/or contractual duty of confidentiality. Data will otherwise be anonymised if possible before disclosure if this would serve the purpose for which data is required.

Accessing someone else’s information

As a parent, family member or carer, you may be able to access services for someone else. We call this having proxy access. We can set this up for you if you are both registered with us.

To requests proxy access:

• collect a proxy access form from reception from 10am to 6pm

Linked profiles in your NHS account

Once proxy access is set up, you can access the other person’s profile in your NHS account, using the NHS App or website.

The NHS website has information about using linked profiles to access services for someone else.

We aim to offer a friendly, personal, comprehensive and high standard of family health care to all our patients.

We always welcome your feedback and value your comments and suggestions.

Please get in touch via our online form or by telephone and let us know your thoughts.

We endeavour to listen to your comments and act appropriately on the constructive feedback to deliver the best for you and your family.

How To Complain

In the first instance please discuss your complaint with the staff member concerned.

Where the issue cannot be resolved at this stage, please contact the Practice Manager (Janice Preece) who will try to resolve the issue and offer you further advice on the complaints procedure.

If your problem cannot be resolved at this stage and you wish to make a formal complaint please let us know as soon as possible, ideally within a matter of days; this will enable the practice to get a clear picture of the circumstances surrounding the complaint.

If it is not possible to raise your complaint immediately, please let us have details of your complaint within the following timescales:

• Within 6 months of the incident that caused the problem

OR

• Within 6 months of discovering that you have a problem, provided this is within 12 months

The practice will acknowledge your complaint within two working days and aim to have looked into your complaint within ten working days of the date you raised it with us.

At this stage you should be offered an explanation or a meeting with the person(s) involved.

When the practice looks into your complaint it aims to:

• Ascertain the full circumstances of the complaint
• Make arrangements for you to discuss the problem with those concerned, if you would like this
• Make sure you receive an apology, where this is appropriate
• Identify what the practice can do to make sure the problem does not happen again

Complaining On Behalf Of Someone Else

Please note that The New City Medical Centre keeps strictly to the rules of medical confidentiality.

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

A note signed by the person concerned will be required, unless they are incapable of providing this due to illness or disability.

Complaining To Other Authorities

The practice management team hope that if you have a problem you will use the Practice Complaints Procedure. However, if you feel you cannot raise your complaint with us, or you are dissatisfied with the response received from us, you can contact any of the following 3 bodies:

PALS (Patient Advice Liaison Services) Sunderland City Hospital

Telephone free phone 0800 587 6513

Email: [email protected]

Sunderland CCG Tel: 0191 5128484

Contacting The CQC

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

PALS, ICAS & Ombudsman

Patient Advisory Liaison Service

PALS provide a confidential service designed to help patients get the most from the NHS. PALS can tell you more about the NHS complaints procedure and may be able to help you resolve your complaint informally. Your local PALS office can be found on Please Find Details here.

Independent Complaints and Advocacy Service (ICAS)

ICAS is a national service that supports people who want to make a complaint about their NHS Care or treatment. Your local ICAS service can be found here.

Ombudsman

As a last resort, if you are not happy with the response from this practice, you can refer your complaint to the Parliamentary and Health Service Ombudsman who investigates complaints about the NHS in England.

You can call the Ombudsman’s Complaints Helpline on 0345 015 4033 or www.ombudsman.org.uk or Textphone (Minicom): 0300 061 4298

he organisation is committed to security of patient and staff records.

The organisation will take steps to ensure that individual patient information is not deliberately or accidentally released or (by default) made available or accessible to a third party without the patient’s consent, unless otherwise legally complaint. This will include training on Confidentiality issues, DPA principles, working security procedures and the application of best practice in the workplace.

The organisation will undertake prudence in the use of, and testing of, arrangements for the backup and recovery of data in the event of an adverse event.

The organisation will maintain a system of “Significant Event Reporting” through a no-blame culture to capture and address incidents which threaten compliance

DPA issues will form part of the organisation’s general procedures for the management of risk

Specific instructions will be documented with confidentiality and security instructions and will be promoted to all staff.

When you are young, your parents are usually involved in your health care.

They may make decisions for you, and speak to health workers on your behalf, but as you get older you have more rights.

You can decide if you want your parents to be involved or not. This leaflet explains your rights once you are thought to be old enough to make your own decisions about your health care information.

Patients under the age of 16 should normally be accompanied by an adult when seeing a doctor or collecting medicines; however, under certain circumstances, patients below this age may be seen by a doctor, for example, if parents know that the child is at the surgery. Young people may also see a Doctor without parental knowledge to discuss sexual health matters, including contraception.

Who is this leaflet for and what’s it about?

This leaflet is for you if you’re under 16. It explains that anyone who looks after your health has to keep information about you private; this may be doctors, nurses, pharmacists or other health workers.

The leaflet tells you only about how things work in the health service, not other organisations such as your school or social services. If you want to talk to a health worker about something personal, they must keep this information confidential, even if you are under 16. This may be information about:

• Sex
• Relationships
• Pregnancy
• Contraception
• Drugs & Alcohol
• Feeling Down

Sometimes health workers do need to share information about you to give you good care. They may share information about you with other health workers who are looking after you – for example, health workers at another hospital or clinic if you have agreed to go there. This is to make your care safer, easier and faster.

They will only share information that is needed to give you the best care. If there are particular things that you don’t want to be shared, tell your health worker. If they think you are at risk of serious harm or you are in danger, they may have to tell another adult about it to be able to help you. But even then, they should tell you they are going to do this and explain who they will tell and why.

Sometimes the law allows the health service to share information about you without you agreeing to it. This would only happen in very serious situations, for example, if you have an illness that puts other people at risk, such as meningitis.

What does NHS England have to say?

Children and young people (CYP) up to 18 years old make up one fifth of the UK’s population. Improving their health and wellbeing is an investment in future generations and the prosperity of this country.

Getting Help

How do I get a doctor?

If you’re over the age of 13, you can register with a GP by yourself. You can find a list of other local GP’s in your area on the NHS website. If they are accepting new patients, and your address is in their practice area, they will ask you to fill in a registration form. Some GP’s also ask to see a proof of identity like a passport or proof of address like a mobile phone bill.

If you’re under the age of 13, your parents or carers should register you at a doctor’s surgery, but it doesn’t have to be same one as them or the rest of your family. If you don’t want your parents to know, you can still register by yourself but you might be asked some questions to make sure you’re okay.

Can I make appointments without speaking to someone?

If you’re struggling with anxiety or feeling worried, try explaining this when you make the appointment to see if they can help in any way.

Also, perhaps try to take a trusted friend or family member with you for support. It can take a while to build yourself up to seeing someone, but it’s so important because then you’ll be able to get help to feel better.

Check out the Doc Ready website which has great tips on preparing yourself for a GP appointment.

How do I make an appointment?

You can make an appointment by calling your GP surgery and speaking to the receptionist or going there in person. The receptionist will probably ask you who the appointment is for and why. This is to make sure that you see the right person at the right time.

If it’s something personal then you don’t have to tell them why – just say it’s for something personal. You can also ask to see a male or female doctor if this would make you feel more comfortable.

Can I see a doctor by myself?

Yes. There is no reason why you can’t ask to see the doctor by yourself. They might want to find out why and might encourage you to tell your parent or carer. But they should try to understand how you feel if you don’t want to.

What happens if I don’t like my doctor?

Most doctors are great at their job and care about their patients a lot. But, there are times when people either don’t get on with or feel uncomfortable with their doctor. You can always ask to see someone else. You may not be able to do this straight away and might have to wait for another appointment, so it’s better to say as early as possible.

Confidentiality

What does confidentiality mean?

It means keeping information safe and private. The health service keeps all your health information confidential. This includes:

• anything you say
• information someone writes about you, and
• details of any treatment you have had

You can talk to health workers about anything to do with your health.

Will my parents be given information about me?

Usually, health workers are not allowed to tell your parents anything you have talked to them about, unless you have agreed to this. But the health worker may suggest that you speak to your parents or an adult you trust. A health worker may want to send out information to you. If you don’t want your parents to see this, you can:

• ask them to post it to a friend’s address
• say you’ll pick it up, or
• ask them not to send anything.

What if my parents want to look at my health records?

Your health records include information about your health and any treatment you have had. Your records can be written on paper, held on computer or both. Usually your parents can’t see your health records, unless you agree to this. If there’s something in your health records that you don’t want your parents to see, tell a health worker.

If your doctor doesn’t think you can make decisions about your health care, your parents may be allowed to see your health records without you agreeing to it. But this would only happen if the doctor thought it was best for you.

Can I see my own health records?

Yes. You should be able to see your records in a way that you can understand. Any codes or words you don’t understand should be explained to you. You may want to know about treatment you’ve had, or check that information about you is correct.

It’s your choice whether to look at your health records. To find out more about seeing your health records, ask to speak to our practice manager.

Who else can see my records?

If your parent or guardian has been given “proxy access” to your online medical records, then this access will be revoked once you reach the age of 16, and you will need to come into the surgery with photo ID if you would like access to Online Services on your own behalf.

Similarly if you have been sharing a mobile phone number or email address, then those details will be removed from your medical record once you are 13 years old. When you are 13 years old and you have your own mobile and email address please inform us and we will update your records..

Sometimes, people who inspect child protection services may ask to look at the records of young people who have been involved with these services. This is to make sure that children are protected from harm. These inspectors must keep your personal information safe and private, unless they think you are in danger.

What if I’m unhappy about how my information has been kept or used?

If you think that what you’ve told a health worker hasn’t been kept private or that something in your health records is wrong, please tell one of the health workers who has been involved in your care, or ask your parent or another adult you trust to do this for you.

If you’re still unhappy, it’s okay to make a complaint. Please ask to speak to our practice manager, who will listen to your complaint and guide you through the process.

What the NHS says about your health and care records

Contraception

What is contraception?

Contraceptive methods protect against pregnancy. If you use contraception correctly, you can have sex without worrying about getting pregnant or getting someone pregnant.

Most methods of contraception won’t protect you against catching or passing on a sexually transmitted infection (STI). Condoms are the only method that protects against both STIs and pregnancy. Protect your own and your partner’s health by using condoms as well as your chosen method of contraception.

Will they tell my parents?

Contraception services are free and confidential, including for people under 16 years old. This means the doctor or nurse won’t tell your parents or anyone else, as long as they believe you’re mature enough to understand the information and decisions involved.

There are strict guidelines for healthcare professionals who work with people under 16. If they believe there’s a risk to your safety and welfare, they may decide to tell your parents.

Where to get free contraception

You can get free contraception and condoms from:

• some GP surgeries – talk to your GP or practice nurse
• community contraceptive clinics
• some genitourinary medicine (GUM) clinics
• sexual health clinics – these offer contraceptive and STI testing services
• some young people’s services

Find your nearest sexual health service, including contraceptive clinics. Many of these places offer information, testing and treatment for STIs, including chlamydia. If you’ve been exposed to the risk of pregnancy, you may also be at risk of catching an STI.

There are lots of contraceptive methods to choose from. You should use a method that suits you, not just because your friends are using it. Don’t be put off if the first method you use isn’t quite right for you – you can try another.

Other Useful Contacts

Childline

Childline is here to help anyone under 19 in the UK with any issue they’re going through. Whether it’s something big or small, our trained counsellors are here to support you.

Childline is free, confidential and available any time, day or night. You can talk to us:

By calling free on – 0800 1111

or contact us via our confidential email which you can sign up for when you visit our website

Papyrus

Papyrus is a charity for the prevention of young suicide, offering confidential support and awareness training. If you are a young person at risk of suicide or are worried about a young person at risk of suicide please contact us.

By calling free on 0800 068 41 41

Email – [email protected]

During weekdays we are available from 10:00 in the morning until 10:00 in the evening. At weekends and bank holidays we available from 2:00 in the afternoon until 10:00 in the evening.

Samaritans

The Samaritans provide emotional support for anyone feeling down, experiencing distress or struggling to cope. We’re there for people when they need us, which could be any time of day or night.

People talk to us for as long as they like, as many times as they like. We don’t rush, interrupt or push anyone out of the door. We let people lead the conversation at their own pace. There’s no waiting lists, and no assessments.

Samaritans is free, confidential and available any time, day or night. You can talk to us:

By Calling free on – 116 123

Email – [email protected]

The Mix

The Mix is the UK’s leading support service for young people. We are here to help you take on any challenge you’re facing – from mental health to money, from homelessness to finding a job, from break-ups to drugs. Talk to us via online, social or our free, confidential helpline.

Our help is free and confidential or all young people under 25.

Call us free on 0808 808 4994

Crisis Messenger – Our crisis messenger text service provides free, 24/7 crisis support across the UK. If ou are experiencing any painful emotion or type of crisis in your life, you can text THEMIX to 85258.

This leaflet explains:

• Why the NHS collects information about you and how it is used.
• Who we may share information with.
• Your right to see your health records and how we keep your records confidential.

Why we collect information about you:

In the National Health Service we aim to provide you with the highest quality of health care. To do this we must keep records about you, your health and the care we have provided or plan to provide to you

These records may include:

• Basic details about you such as address, date of birth, next of kin
• Contact we have had with you such as clinical visits
• Notes and reports about your health
• Details and records about your treatment and care
• Results of x-rays, laboratory tests, etc.
• Relevant information from people who care for you and know you well such as health professionals and relatives

It is good practice for people in the NHS who provide care to:

• Discuss and agree with you what they are going to record about you
• Give you a copy of letters they are writing about you, and
• Show you what they have recorded about you, if you ask

How your records are used

The people who care for you use your records to:

• Provide a good basis for all health decisions made in consultation with you and other health care professionals
• Deliver appropriate health care
• Make sure your health care is safe and effective, and
• Work effectively with others providing you with health care

Others may also need to use records about you to:

• Check the quality of health care (such as clinical audit)
• Protect the health of the general public
• Keep track of NHS spending
• Manage the health service
• Help investigate any concerns or complaints you or your family have about your health care
• Teach health workers and
• Help with research

Some information will be held centrally to be used for statistical purposes. In these instances we take strict measures to ensure that individual patients cannot be identified

We use anonymous information, wherever possible, but on occasions we may use personal identifiable information for essential NHS purposes such as research and auditing.

However, this information will only be used with your consent, unless the law requires us to pass on the information

You have the right

You have the right to confidentiality under the Data Protection Act 1998 (DPA), the Human Rights Act 1998 and the common law duty of confidence (the Disability Discrimination and the Race Relations Acts may also apply)

You also have the right to ask for a copy of all records about you.

Under the new General Data Protection Regulation (GDPR) that came into place on 25^th May 2018 no fee will be charged for a request for copies of your health care records, however the Practice can enforce a charge for copies if the patients request for copies becomes excessive

• Your request must be made in writing to the organisation holding your information
• We are required to respond to you within 28 working days
• You will need to give adequate information (for example full name, address, date of birth, NHS number etc.)
• You will be required to provide ID before any information is released to you

If you think anything is inaccurate or incorrect, please inform the organisation holding your information

Notification

The Data Protection Act 1998 requires organisations to notify the Information Commissioner of the purposes for which they process personal information

How do I access my health records?

Under the Data Protection Act 1998, you have a legal right to access your health records.

If you want to see your health records, you should contact Janice Preece (Practice Manager) in the first instance to arrange a date and time to come in and read them.

You do not have to give a reason for wanting to see your records.

Hospital Records

As well as having a copy of your health records, the surgery will also have a summary of any hospital tests, or treatment, that you have had.

Any hospitals where you have had treatment, or tests, will also hold records.

To see your hospital health records, you will have to contact the Hospital Trust where you were seen / received treatment.

All Hospitals should ask if you wish to be copied in to the letter which holds the information from your visit that day.

If they do not you have the right to a copy of the information that is sent to your GP.

Charges

As of 25^th May 2018 you cannot be charged for accessing your medical records

However the Practice holds the right to charge you if your request for copies becomes excessive.

Under the Data Protection Act 1998 (Fees and Miscellaneous Provisions) Regulations 2001 all patients have the right to access their medical records.

From 25^th May 2018 the Practice cannot charge you to access your health records or obtain copies of your records.

Please speak to a member of the administrative team for further information on how to access your medical records.

Power of Attorney

Your health records are confidential, and members of your family are not allowed to see them, unless you give them written permission, or they have ‘Power of Attorney’.

A lasting ‘Power of Attorney’ is a legal document that allows you to appoint someone to make decisions for you, should you become incapable of making decisions yourself.

The person you appoint is known as your Attorney.

An Attorney can make decisions about your finances, property, and welfare.

It is very important that you trust the person you appoint as Attorney, so that they do not abuse their responsibility.

A legal ‘Power of Attorney’ must be registered with the Office of the Public Guardian before it can be used.

Patients have a right to expect a high standard of care from our Practices and we will try at all times to provide the very best care possible within the resources available.

We require that patients take full responsibility for ensuring that they do not abuse the service. For example, it is the patient’s responsibility to ensure that they keep medical appointments and follow the medical advice given. In addition, if the medical problem is complicated or there is more than one problem to discuss, patients are encouraged to make more than one appointment.

Very occasionally, a practice/patient relationship breaks down completely. In this situation, the patient may choose to register with a different practice. The practice also has the right to remove the patient from the list. This would generally only follow a warning that had failed to remedy the situation and a patient would normally be given a specific reason for the removal.

Patients have the right to express a preference of practitioner when making an appointment.

Under the Health and Social Care Act 2008 the registering body “The New City Medical Centre” is required to provide to the Care Quality Commission a statement of purpose.

The registered activities and service types have been agreed by the Directors and Registered Manager in accordance with CQC guidance.

Our Vision

To enhance the health, well-being and lives of those we care for.

Our Mission statement

To provide our patients with high quality, accessible care in a safe, responsive and courteous manner.

Our Aims and Objectives

• Provide a quality service by working with the NHS to provide the highest possible quality of care that meets the identified needs of our patients.
• Respect patients and staff by treating them with courtesy, dignity and respect at all times. We will treat all fairly and be especially supportive to the vulnerable. We expect the same respect in return.
• Involve our patients in decisions using a holistic approach. We will support them in their decisions and deliver patient centred care at all times to ensure there health and care is our primary objective.
• We will promote best practice by using our specialist trained clinical and practice staff. We will actively encourage and support staff training and continuing education to all members of the practice team. We will adapt to change by building on our achievements and continuing to develop our knowledge and services.
• We will be a caring practice by conveying compassion within all aspects of our communication skills to ensure a professional response to all needs.
• We will always actively work as a team; we are one flexible unit that can enhance our colleague’s ability to perform in their roles.
• We endeavour to work with integrity by speaking and acting truthfully and by having the courage to stand and be accountable for our actions.
• We will be a sustainable practice by operating on a financially sound basis. We will push to have a low impact on the environment with as much reduced waste as possible.

The regulated activities under CQC are:

• Diagnostic and screening procedures
• Family planning
• Maternity and midwifery services
• Surgical procedures
• Treatment of disease, disorder or injury

Our Aims and Objectives for delivering each of the above regulated activities:

• Provide a high quality, safe and effective services and environment
• To provide monitored, audited and continually improving healthcare services
• To provide healthcare which is available to a whole population and create a partnership
• between patient and health profession which ensures mutual respect, holistic care and continuous learning and training.
• Act with integrity and complete confidentiality
• To treat all patients and staff with dignity, respect and honesty
• To improve Clinical Governance and Evidence Based Practice
• To improve Clinical and Non-clinical risk management
• To reduce risk in specific clinical risk areas and facilities
• To improve environment
• To improve vigilance for unforeseen emergencies
• To optimise performance against key targets and core standards
• To become a patient centred organisation though decision making and communication
• To safeguard both children and vulnerable adults, by ensuring that all staff receives appropriate training
• To improve services offered to patients
• To recruit, retain and develop a highly motivated and appropriately skilled workforce
• To enhance performance of the workforce
• To guide the employees in accordance with diversity and equality
• To continue the development of the Practice

Additional Processing Information Notice

In addition to a copy of your personal data, we also have to provide you with the following information:

• the purposes of your processing;
• the categories of personal data concerned;
• the recipients or categories of recipient you disclose the personal data to;
• your retention period for storing the personal data or, where this is not possible, your criteria for determining how long you will store it;
• the existence of their right to request rectification, erasure or restriction or to object to such processing;
• the right to lodge a complaint with the ICO or another supervisory authority;
• information about the source of the data, where it was not obtained directly from the individual;
• the existence of automated decision-making (including profiling); and
• the safeguards you provide if you transfer personal data to a third country or international organisation.

This page provides both basic information about how we use and process your data, but also links to the “Practice Detailed Privacy Notice – Patients” document and our leaflet “Your Medical Record”.

Please tell a member of staff who can arrange for paper copies to be provided.

The NHS operates a Zero Tolerance Policy with regards to violence and abuse and the practice/organisation 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 are obliged to 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 circumstances leading to it.

The CCG and SHA are then responsible for providing further medical care for such patients.