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Long Furlong Medical Centre45 Loyd CloseAbingdon, Oxon, OX14 1XRTel: 01235 522379
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.
Improving Patient Care: A modern information system has been developed, which will make increased use of information from medical records with the intention of improving health services. The system is being delivered by the Health and Social Care Information Centre (HSCIC) and NHS England on behalf of the NHS. It is important that you read the leaflet and Frequently Asked Questions Better Information means Better Care so that you understand how information in medical records can be used to improve the way that healthcare is delivered. FAQs
If you do not want information that identifies you from being shared outside the practice, please write to the practice manager who will make a note of this in your medical record. This will prevent your information being used other than where necessary by law, such as in case of a public health emergency. You will also be able to restrict the use of information held by other places you receive care from. However, this will not affect the care you receive.
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.
All members of the practice team are required to sign our confidentiality statement. A copy of the statement is available by following the link. Confidentiality Statement
The Practice produces a Publication Scheme which provides a guide to the services and practitioners who practice together at Long Furlong Medical Centre as required under the Freedom of Information Act 2000. The Publication Scheme can be accessed by following the link:Freedom of Information Publication 2020-21
It is based on the model publication scheme for general practices produced by the NHS Freedom of Information (FOI) project board and the British Medical Association.
How Much Will it Cost?
Whilst the publication is free of charge there may be a cost to producing copies of the surgeries policies and procedures, which are available upon request from the Practice Manager. These costs are stated in the publication.
How is the Information Made Available?
The information within each Class may be available on the surgery website or by request, in writing, from the Practice Manager.
Your Rights to Information
In addition to accessing the information identified in the publication Scheme, you are entitled to request information about Long Furlong Medical Centre under the NHS Openness Code 1995.
The Freedom of Information Act 2000 recognises that members of the public have the right to know how public services are organised and run, how much they cost and how the decisions are made.
Since January 1st 2005 General Practices are required to respond to requests about information that it holds, recorded in any format, and it will create a right of access to that information. These rights are subject to some exemptions, which have to be taken into consideration before deciding what information it can release.
Under the Data Protection Act 1988, you are also entitled to access your clinical records or any other personal information held about you. To access your clinical records please contact the Practice Manager, at the Surgery.
The Practice will continue to protect the personal data entrusted to us by disclosing only information in accordance with the Data Protection Act 1998.
We constantly try to improve the service we offer. Please let us know when you think we have done something well or if you have any suggestions as to how we can do something better!
Suggestions: Constructive suggestions to improve our service are always welcome and may be handed in at reception, dropped into the suggestion box in the waiting room, emailed to: email@example.com or via our website using the Contact Us link
Concerns: We always try to give the best service possible, but there may be occasions when you are unhappy with either the services we provide or with any of the staff working in the practice.
We operate a practice complaints procedure as part of the NHS system for dealing with complaints. If you have a complaint or concern about the service you have received from the doctors or any of the staff working within this practice, please let us know by contacting the practice manager, Mrs Debbie Major. We believe this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our practice.
Dr Elwig, has overall responsibility and accountability for the management of complaints against the practice and Mrs Debbie Major, has responsibility for investigating complaints, ensuring that the statutory complaints arrangements are complied with and that remedial action is put in place.
If you need to make a complaint, in the first instance, please contact Mrs Major who will take full details of your complaint and discuss your concerns with Dr Elwig.
Tel: 01235 522379 / In writing: Long Furlong Medical Centre, 45 Loyd Close, Abingdon, OX14 1XR, or email: firstname.lastname@example.org (Please note that email is not recommended as a safe means of communication when it includes personal identifiable information.)
If you need help to make a complaint:
You can use the NHS Complaints Advocacy Service, a free independent advocacy service in Oxfordshire hosted by SEAP that helps individuals to make a complaint about any aspect of their NHS care or treatment. This includes treatment in a private hospital or care home that is funded by the NHS. Tel: 0300 343 5718 email: email@example.com
Patient Services Team (formerly PALS) are available to answer queries and concerns related to Oxfordshire Clinical Commissioning Group. As a patient, relative or carer you may need on-the-spot help, advice and support. This is where Patient Services can help. Patient Services provide confidential, on-the-spot advice and support, helping you to sort out any concerns you may have about the care we provide and guiding you through the different services available from the NHS. Tel: Freephone: 0800 052 6088. Or send feedback by email to: firstname.lastname@example.org
For more detailed information on our complaints procedure please follow the link to Our Practice Complaints Policy: Complaints Procedure
Care is best delivered in an atmosphere of mutual respect and we expect our staff to treat all our patients with respect and understanding, and request that patients acknowledge this by treating our staff courteously. Our receptionists try very hard to please patients, doctors and our nursing team, so please do not blame them if something goes wrong, use the suggestions box or complaints procedure to help us to ensure the problem does not happen again.
Most of our Patients know it can sometimes be difficult to get a routine appointment with a GP or Nurse. In the course of events where demand is unpredictable, that cannot easily be remedied.
One thing that makes this more difficult to overcome is the problem of missed routine appointments – which are known as DNAs i.e. Did Not Attend.
Cancelling Appointments: If you want to change your appointment on no longer need it, please phone us or use the online services to cancel in good time so that we can give the appointment to someone else.
Confidentiality: We respect your right to privacy and keep all your health information confidential and secure. This information is normally only available to those involved in your care, however there are times when the Department of Health asks us to provide information for the purposes of national surveys and medical studies. If you do not wish your details to be used in this way please inform the practice manager in writing.
Access to Medical Records: Requests for access to medical records should be sent in writing to the practice manager who will consider such requests in accordance with the Data Protection Act 1998.
Change of Address: It is important that accurate and up-to-date records are kept not only about your health & treatment but also your address and contact details. Please inform reception if you move house or change your telephone number.
Zero Tolerance: The practice will not tolerate abuse to staff and considers aggressive behaviour to include personal, abusive and/or aggressive comments, cursing and/or swearing, physical contact and/or aggressive gestures. All such incidents will be dealt with according to the Practice Policy which includes:
Removal of any patient from the practice list who is aggressive or abusive towards a doctor, member of staff, other patient, or who damages property; and
All instances of actual physical abuse on any doctor or member of staff, by a patient or their relatives will be reported to the police as an assault.
Our health centre has suitable access for disabled patients.
All the patient areas including the waiting room, the consulting rooms and the toilets, have wheelchair access.
A hearing loop is in place at the front reception desk.
If you require one, there is a wheelchair available at reception.
There is a designated disabled parking space in the car park.
We want to get better at communicating with our patients. We want to make sure you can read and understand the information we send you. If you find it hard to read our letters or if you need someone to support you at appointments, please let us know.
We want to know if you need information in braille, large print or easy read.
We want to know if you need a British Sign Language Interpreter or advocate.
We want to know if we can support you to lipread or use a hearing aid or communication tool.
Please tell the receptionist when you arrive for your next appointment, or call us on 01235 522379 between 11am and 4pm or email us on email@example.com
Please be assured that any concerns you have regarding safeguarding issues will be treated in strictest confidence and will take all measures to investigate them. You are also able to report directly to the Safeguarding boards whose details are below.
Our safeguarding policy for children and vulnerable adults is available upon request.
An easy read leaflet on safeguarding adults is available here: Safeguarding Leaflet
COVID-19 and your information – Updated on 8th April 2020
Supplementary privacy notice on Covid-19 for Patients
This notice describes how we may use your information to protect you and others during the Covid-19 outbreak. It supplements our main Privacy Notice which is available.
The health and social care system is facing significant pressures due to the Covid-19 outbreak. Health and care information is essential to deliver care to individuals, to support health and social care services and to protect public health. Information will also be vital in researching, monitoring, tracking and managing the outbreak. In the current emergency it has become even more important to share health and care information across relevant organisations.
Existing law which allows confidential patient information to be used and shared appropriately and lawfully in a public health emergency is being used during this outbreak. Using this law the Secretary of State has required NHS Digital; NHS England and Improvement; Arms Length Bodies (such as Public Health England); local authorities; health organisations and GPs to share confidential patient information to respond to the Covid-19 outbreak. Any information used or shared during the Covid-19 outbreak will be limited to the period of the outbreak unless there is another legal basis to use the data. Further information is available on gov.uk here and some FAQs on this law are available here.
During this period of emergency, opt-outs will not generally apply to the data used to support the Covid-19 outbreak, due to the public interest in sharing information. This includes National Data Opt-Outs. However in relation to the Summary Care Record, existing choices will be respected. Where data is used and shared under these laws your right to have personal data erased will also not apply. It may also take us longer to respond to Subject Access Requests (SARs), Freedom of Information requests (FOIs) and new opt out requests whilst we focus our efforts on responding to the outbreak.
In order to look after your health and care needs we may share your confidential patient information included health and care records with clinical and non-clinical staff in other health and care providers, for example neighbouring GP practices, hospitals and NHS 111. We may also use the details we have to send public health messages to you, either by phone, text message or email.
During this period of emergency we may offer you a consultation via telephone or video conferencing. By accepting the invitation and entering the consultation you are consenting to this. Your personal/confidential patient information will be safeguarded in the same way it would with any other consultation.
We will also be required to share personal confidential patient information with health and care organisations and other bodies engaged in disease surveillance for the purposes of protecting public health, providing healthcare services to the public and monitoring and managing the outbreak. Further information about how health and care data is being used and shared by other NHS and social care organisations in a variety of ways to support the Covid-19 response is here.
NHS England and Improvement and the NHSX have developed a single, secure store to gather data from across the health and care system to information the Covid-19 response. This includes data already collected by NHS England, NHS Improvement, Public Health England and NHS Digital. New data will include 999 call data, data about hospital occupancy and A&E capacity data as well as data provided by patient themselves. All the data held in the platform is subject to strict controls that meet the requirements of data protection legislation.
In such circumstances where you tell us you’re experiencing Covid-19 symptoms we may need to collect specific health data about you. Where we need to do so, we will not collect more information than we require and we will ensure that any information collected is treated with the appropriate safeguards.