Practice Policies
At Avicenna Medical Practice, we are committed to maintaining the highest standards of care through our comprehensive medical practice policies.
These policies cover all aspects of patient care, including privacy and confidentiality, appointment scheduling, and patient rights and responsibilities. We adhere strictly to regulations to protect patient information and ensure confidentiality.
Our policies are designed to create a safe, respectful, and efficient environment for both patients and staff. We continuously review and update our policies to reflect the latest healthcare standards and regulatory requirements, ensuring the best possible care for our patients.
You can access your health records in several ways through the NHS in the UK:
- NHS App: You can view your GP health record using the NHS App. Simply download the app, create an account, and verify your identity.
- NHS Website: Log in to your account on the NHS website to access your GP health record. If you don’t have an account, you can create one and follow the verification process.
- GP Surgery: You can request access to your health records directly from your GP surgery in writing. They can provide you with either a printed copy or access through their online services. Please allow 28 days for this.
- Other Services: For records held by hospitals, dentists, or other healthcare providers, you will need to contact those services directly.
If you encounter any issues or need further assistance, please contact the practice and we can help guide you through the process.
A chaperone policy is a set of guidelines used in healthcare settings to ensure patient comfort, safety, and dignity during sensitive medical examinations or procedures. Here are some key points about chaperone policies:
- Purpose: The main goal is to provide a safe and respectful environment for both patients and healthcare providers. This includes preventing misunderstandings and ensuring professional conduct.
- When Used: Chaperones are typically present during sensitive exams, such as those involving the genital, rectal, or breast areas. They can also be requested by the patient at any time.
- Who Can Be a Chaperone: Usually, a chaperone is an authorized member of the healthcare team, such as a nurse or medical assistant. They are trained to uphold privacy and confidentiality standards.
- Patient Rights: Patients have the right to request a chaperone, and healthcare providers should always honour this request. Conversely, patients can also decline the presence of a chaperone if they prefer.
- Documentation: The presence of a chaperone, including their name, is often documented in the patient’s medical record.
Chaperone policies help foster a sense of safety and trust between patients and healthcare providers. If you have any specific questions or need more details, feel free to ask!
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.
We hope that most problems can be sorted out easily and quickly, often at the time they arise with the person concerned.
If your problem cannot be sorted out this way and you wish to make a formal complaint, please write to our Practice Manager.
We shall acknowledge your complaint within five working days, and/ or offer to discuss your concerns and agree the way forward with you. We will investigate your complaint and aim to provide you with our findings within a time frame agreed with you.
When we look into your complaint, we aim to find out what happened, what went wrong, make sure you receive an apology where this is appropriate and identify what we can do to make sure the problem doesn’t happen again.
We hope at the end of the process, you will feel satisfied that we have dealt with your complaint thoroughly.
If you do not feel able to raise your complaint with us you can contact our local integrated care board (ICB), although we would like you to talk to us at the practice to give us the opportunity to resolve your concerns for you in the first instance.
However, if you do not feel comfortable or believe it is inappropriate to raise your complaint directly with the GP practice, you must now contact the West Yorkshire Integrated Care Board (ICB) instead of NHS England.
- Email: wyicb.complaints@nhs.net
- Telephone: 01924 552 150*
In writing: Complaints Team, West Yorkshire Integrated Care Board, White Rose House West Parade, Wakefield WF1 1LT
If you remain dissatisfied with the outcome of your complaint investigation, you may ask the Parliamentary & Health Service Ombudsman to look at your complaint. You can contact the PHSO, Millbank Tower, Millbank, London, SW1P 4QP or telephone their helpline on 0345 015 4033
Patient confidentiality refers to the practice of keeping a patient’s personal and medical information private. This means that any details shared with healthcare providers are not disclosed to others without the patient’s explicit consent. Here are some key points:
- Privacy: Ensures that sensitive information, such as medical history and treatment details, is protected.
- Trust: Builds trust between patients and healthcare providers, encouraging open and honest communication.
- Legal and Ethical Obligation: Healthcare professionals are both legally and ethically required to maintain confidentiality.
- Exceptions: There are specific situations where information may be disclosed without consent, such as when required by law or to prevent harm.
Maintaining patient confidentiality is crucial for providing high-quality care and fostering a trusting healthcare environment. If you have any more questions or need further details, feel free to ask!
Confidentiality & Medical Records
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
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.
The General Data Protection Regulation (GDPR) policy within the NHS UK ensures that personal data is handled securely and in compliance with data protection laws.
At Avicenna Medical Practice, we are dedicated to protecting the privacy and personal data of our patients in compliance with the General Data Protection Regulation (GDPR) and the Data Protection Act 2018.
Data Collection:
- We collect and process personal data, including medical records, contact information, and other relevant health information, to provide effective healthcare services.
Lawful Basis for Processing:
- Personal data is processed under lawful bases, such as providing healthcare (performance of a contract), complying with legal obligations, and safeguarding vital interests.
Data Usage:
- Personal data is used for medical diagnosis, treatment, and care coordination.
- Data may also be used for administrative purposes, such as appointment scheduling and billing, and for meeting regulatory requirements.
Data Protection Principles:
We adhere to GDPR principles, ensuring data is:
- Processed lawfully, fairly, and transparently.
- Collected for specified, legitimate purposes.
- Adequate, relevant, and limited to what is necessary.
- Accurate and kept up-to-date.
- Stored securely and retained only as long as necessary.
- Processed with integrity and confidentiality.
Data Subject Rights:
Patients have rights regarding their personal data, including:
- Accessing their data.
- Requesting corrections to inaccurate data.
- Requesting deletion of data under certain conditions.
- Objecting to or restricting data processing.
- Data portability.
Data Sharing:
- Personal data is shared only with authorised individuals and entities involved in patient care, and in compliance with legal and regulatory requirements. This includes other healthcare providers, NHS bodies, and, when necessary, third-party service providers.
Contact Information:
- For any questions or concerns regarding personal data, patients can contact our Data Protection Officer (DPO) or Practice Manager.
DPO Data Protection Officer 2024
Daljeet Sharry-Khan
BCA Data Protection Officer
Scorex House (East)
1 Bolton Road
Bradford
BD1 4AS
Tel : 07395796639
Daljeet.Sharry-Khan@bradford.nhs.uk
daljeet.sharry-khan@nhs.net
www.bradfordcarealliance.org
ICO Registration Number 2241229
Data Security Protection Tool Kit Completed 27.03.2023
Register New User Outcome (dsptoolkit.nhs.uk)
Log In (dsptoolkit.nhs.uk)
Certificates displayed in PM Office, In reception and in folder for patients to see
27.03.2023
To ensure efficient use of appointment slots and minimize the impact of missed appointments on patient care and practice resources. Patients are required to notify the practice at least 24 hours in advance if they need to cancel or reschedule an appointment.
First Missed Appointment: – If you do not come to an appointment, or if you cancel your appointment at such short notice that we are unable to offer it to another patient, you may receive a warning letter explaining the impact of the missed appointment on the NHS and the practice. This letter will include the cost implications and a reminder of the importance of attending scheduled appointments.
Second Missed Appointment: If you miss two appointments you will receive a warning to say that if you miss any more appointments, you will be taken off our medical list.
Third Missed Appointment: Your name will be removed from our list unless there are exceptional circumstances which would be decided by the doctor.
Exceptions: The practice understands that there may be exceptional circumstances that prevent patients from attending appointments. Patients are encouraged to communicate any such issues as soon as possible.
The practice will send SMS reminders for some long term condition clinic to patients 24 hours before their scheduled appointment to reduce the likelihood of missed appointments.
Please ensure that the practice has your up-to-date contact information to receive appointment reminders and other important communications.
Late Arrivals: If you are late for your appointment, you may be asked to rearrange your appointment for another day.
At Avicenna Medical Practice, we are committed to maintaining the highest standards of information governance to ensure the confidentiality, integrity, and availability of patient information.
Purpose:
- Our information governance policy outlines how we manage personal and sensitive data in compliance with legal and regulatory requirements, including the General Data Protection Regulation (GDPR) and the Data Protection Act 2018.
Data Protection Principles:
- We adhere to the following principles:
- Lawfulness, fairness, and transparency in data processing.
- Purpose limitation, ensuring data is used only for specified, legitimate purposes.
- Data minimization, collecting only what is necessary.
- Accuracy, keeping data up-to-date.
- Storage limitation, retaining data only as long as necessary.
- Integrity and confidentiality, ensuring security of data.
Confidentiality:
- All staff are trained and required to maintain the confidentiality of patient information. Access to personal data is restricted to authorised personnel only.
Data Security:
- We implement comprehensive security measures to protect data from unauthorized access, loss, or damage. This includes physical security, technical controls (e.g., encryption, secure passwords), and administrative safeguards.
Access to Records:
- Patients have the right to access their medical records. Requests for access are handled promptly and in accordance with our access to records policy.
Data Sharing:
- We share patient information only with authorised entities involved in patient care, such as other healthcare providers and NHS bodies, and in compliance with legal requirements. Data sharing agreements are in place to ensure the protection of shared information.
Incident Reporting:
- Any data breaches or information governance incidents are reported and managed according to our incident reporting procedures. We conduct thorough investigations and take corrective actions to prevent future occurrences.
Training and Awareness:
- All staff receive regular training on information governance policies, data protection, and confidentiality to ensure compliance and awareness.
Patient Rights:
- We uphold the rights of patients regarding their personal data, including the right to access, correct, and request deletion of their data, as well as the right to object to or restrict data processing.
Monitoring and Review:
- Our information governance practices are regularly reviewed and audited to ensure compliance with legal standards and to identify areas for improvement.
Contact Information:
- Patients can contact our Data Protection Officer (DPO) or Practice Manager with any questions or concerns regarding data protection and information governance.
National Data Opt-Out
The National Data Opt-Out allows patients in England to choose whether their confidential patient information is used for research and planning purposes beyond their individual care and treatment. Here are some key points from the privacy notice:
- Choice: Patients can opt out if they do not want their confidential information used for research and planning.
- Scope: The opt-out applies to publicly funded health and adult social care services in England.
- Exceptions: There are certain situations where the opt-out does not apply, such as when information is required by law.
- How to Opt Out: Patients can set their opt-out choice through the NHS App, online, by phone, email, or post.
- Confidential Information: This includes any information that identifies you and relates to your health, care, or treatment.
For more detailed information, you can visit the NHS National Data Opt-Out Service privacy notice.
If you have any specific questions or need further details, feel free to ask!
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.
At Avicenna Medical Practice, we are committed to ensuring the safety and well-being of all our patients, particularly children, young people, and vulnerable adults. Our safeguarding policy outlines our dedication to protecting individuals from abuse, neglect, and harm.
Purpose:
- To provide a safe environment for patients.
- To identify and respond to safeguarding concerns promptly and effectively.
- To comply with legal and regulatory safeguarding requirements.
Key Principles:
- Prevention: We aim to prevent abuse and neglect through awareness, education, and creating a culture of vigilance.
- Protection: We ensure that patients who are at risk of harm receive timely and appropriate care and protection.
- Empowerment: We support and empower patients to make informed decisions about their own safety and well-being.
- Partnership: We work in collaboration with local safeguarding authorities, social services, and other healthcare providers to safeguard our patients.
- Accountability: We maintain clear lines of accountability within the practice for safeguarding responsibilities.
Procedures:
- Identification: All staff are trained to recognize the signs of abuse and neglect and understand how to respond appropriately.
- Reporting: Any safeguarding concerns must be reported immediately to the designated safeguarding lead (DSL) or deputy safeguarding lead (DDSL).
- Action: The DSL/DDSL will take appropriate action, which may include referring the concern to local safeguarding authorities or social services.
- Confidentiality: Patient information is handled with strict confidentiality, sharing only with relevant authorities when necessary for the protection of the individual.
Staff Training:
- All staff members receive regular safeguarding training to ensure they are aware of their responsibilities and know how to act in the best interests of patients.
Contact Information:
- Our designated safeguarding lead (DSL) is Dr Jutta Prekow, and the deputy safeguarding lead (DDSL) is Abigail Archer. They can be contacted at 01274664464.
Review and Monitoring:
- Our safeguarding policy is reviewed annually and updated as needed to reflect changes in legislation and best practices.
Our staff are expected to be courteous to patients at all time and we and expect our patients to be courteous to our staff at all time. The practice staff have the right to care for others without fear of being attacked or abused.
We take seriously any threatening, abusive or violent behaviour against any of our staff or patients.
If a patient is verbally abusive to staff, or persons present on the practice premises they will be warned to stop their behaviour. If they persist we will exercise our right to take action to have them removed from the premises. The practice will initially give the patient a written warning. Should the practice have any further concerns that’s patients name will be removed from the practice list and we shall cease to be responsible for his/her medical care.
Violence, or a threat of violence, towards any staff under no circumstances will be tolerated. The Police will be called, and the person prosecuted. The practice will immediately give notice to cease to be responsible for that patient’s medical care.
Practice Responsibilities
Patients have the right to be treated with courtesy by GPs, employees and other providers of health services both inside and outside the practice.
Patients have a right to confidentiality and this will be maintained at all times.
Patients should usually be seen within 20 minutes of their appointment time. Should a delay occur an explanation will be given.
In the unlikely event of a complaint, this will be acknowledged within 5 working days of the complaint. These should be put in writing and addressed to the Practice Manager. Patient suggestions and compliments are also welcome; please speak to reception who can pass on your comments.
We would like to ensure that privacy and dignity are respected. If you would like to speak confidentially to a receptionist, please advise reception upon arrival.
We aim to provide a clean and safe environment. We also provide disabled access with an automatic doors and induction loop.
GPs and staff are trained to a high standard and undertake frequent training sessions. These take place on the third Wednesday afternoon of each month.
Patient Responsibilities
We expect patients to be civil to our staff at all times. Please remember they are trying to help you. We do not tolerate verbal abuse, aggressive, intimidating or violent behaviour towards our doctors, staff, patients and visitors.
Please be punctual for your appointments and inform the receptionist that you have arrived. If you no longer need your appointment, please contact reception so that it can be given to another patient.
One appointment is for one person only.
We ask patients to request home visits before 10.30 am.
Parents are responsible for their children’s behaviour whilst on the premises to ensure their safety and the right of other patients to expect a calm atmosphere.
Patients should inform the practice immediately of any change of name, address or telephone number. If patients move away from our practice area, they should register with a doctor near their new home as soon as possible, particularly if they require medication or treatment.
Please read the practice booklet and adhere to protocols set by the practice. They are there to help you use our services. Please ask if you do not understand them.
How we use your personal information
This Privacy Notice explains why our GP Practice collects information about you and how that information may be used.
“This practice is supporting vital health and care planning and research by sharing your data with NHS Digital. For more information about this see the website link
GP Practice Privacy Notice for General Practice Data for Planning and Research.”
Health care professionals who provide you with care maintain records about your health and any treatment or care you have received previously (e.g. NHS Trust, GP survey, Walk – in clinic, etc.) These records are used to help provide you with the best possible healthcare.
NHS health care records may be electronic, on paper or a mixture of both, and we use a combination pf working practices and technology to ensure that your information is kept confidential and secure. Records that this GP practice holds about you may include the following information:
- Details about you, such as your name, address, carers, legal representatives and emergency contact details.
- Any contact the surgery has had with you, such as appointments, clinic visits, emergency appointments, etc.
- Notes and reports about your health.
- Details about your treatment and care.
- Results of investigations such as laboratory tests, x- rays etc.
- Relevant information from other health professionals, relatives or those who care for you.
To ensure you receive the best possible care, your records are used to facilitate the care you receive. Information held about you may be used to help protect the health of the public and to help us manage the NHS. Information may be used within the GP practice for clinical audit to monitor the quality of the service provided.
Some of this information will be held centrally and used for statistical purposes. Where we do this, we take strict measures to ensure that individual patients cannot be identified. Sometimes your information may be requested to be used for research purposes – the surgery will always gain your consent before releasing the information for this purpose.
Risk Stratification
Risk stratification data tools are increasingly being used in the NHS to help determine a person’s risk of suffering a particular condition, preventing an unplanned or (re) admission and identifying a need for preventative intervention. Information about you is collected from a number of sources including NHS trusts and from this GP practice. A risk score is then arrived at through an analysis of your de-identified information using software and is only provided back to your GP as data controller in an identifiable form. Risk stratification enables your GP to focus on preventing ill health and not just the treatment of sickness. If necessary your GP may be able to offer you additional services. Please note that you have the right to opt out of your data being used in this way.
How your personal information is used
“Risk stratification involves applying computer searches to your medical records from a number of sources, including NHS trusts and GP practices, to identify those patients who are most at risk of certain medical conditions, such as heart disease, and who will benefit from clinical care to help prevent or better treat their condition. It’s a process for identifying and managing patients who are most likely to need hospital or other healthcare services, so that such patients can receive additional care/support from their GP or care team as early as possible. The aim is to prevent ill health and possible future hospital stays, rather than wait for you to become sick.
Section 251 of the NHS Act 2006 provides a statutory legal basis to process personal health related data for risk stratification purposes.
Please be reassured that any information which identifies you – resulting from the aforementioned computer searches – will only be seen by this Practice.
If you do not wish information about you to be included in the risk stratification programme, please let us know. We can add a code to your health care record that will stop your information from being used for this purpose. “
Medicine Management
The Practice may conduct Medicines Management Reviews of medications prescribed to its patients. This service performs a review of prescribed medications to ensure patients receive the most appropriate, up to date and cost effective treatments. This service is provided to practices within West Yorkshire.
How do we maintain the confidentiality of your records?
We are committed to protecting your privacy and will only use information collected lawfully in accordance with:
- Data Protection Act 1998 and General Data Protection Regulation 2016
- Human Rights Act 1998
- Common Law Duty of Confidentiality
- Health and Social Care Act 2012
- NHS Codes of Confidentiality, Information Security and Records Management
- Information: To Share or Not To Share Review
Every member of staff who works for an NHS organisation has a legal obligation to keep information about you confidential.
We will only ever use or pass on information about you if others involved in your care have a genuine need for it. We will not disclose your information to any third party without your permission unless there are exceptional circumstances (i.e. life or death situations,) where the law requires information to be passed on and / or in accordance with the new information sharing principle, following Dame Fiona Caldicott’s information sharing review (information to share or not to share) where “The duty to share information can be as important as the duty to protect patient confidentiality.” This means that health and social care professionals should have the confidence to share information in the best interests of their patients within the framework set out by the Caldicott principles. They should be supported by the policies of their employers, regulators and professional bodies.
Who are our partner organisations?
We may also have to share your information, subject to strict agreements on how it will be used with the following organisations:
- NHS Trusts/ Foundation Trusts
- GP’s
- NHS Commissioning Support Units
- Independent Contractors such as dentists, opticians, pharmacists
- Private Sector Providers
- Voluntary sector Providers
- Ambulance Trusts
- Clinical Commissioning Groups
- Social Care Services
- Health and Social Care Information Centre (HSCIC)
- Local Authorities
- Education Services
- Fire and Rescue Services
- Police and Judicial Services
- Other ‘data processors’ which you will be informed of, such as
- Diabetes/ Retinal Screening
- BIB (Babies Born in Bradford)
- Connecting Yorkshire
- Bradford Care Alliance
You will be informed who your data will be shared with and in some cases asked for explicit consent for this to happen when this is required.
We may also use external companies to process personal information, such as for archiving purposes. These companies are bound by contractual agreements to ensure information is kept confidential and secure.
Access to personal information
You have a right under the Data Protection Act 1998 to request access to view or to obtain copies of what information the surgery holds about you and to have it amended should it be inaccurate. In order to request this, you need to do the following:
- Your request must be made in writing to the GP – for information from the hospital you should write direct to them.
- There may be a charge to have a printed copy of the information held about you.
- We are required to respond to you within 40 days.
- You will need to give adequate information (e.g. full name, address, date of birth, NHS Number and details of your request) so that your identity can be verified and your records located.
Objections / Complaints
Should you have any concerns about how your information is managed at the GP, please contact the GP Practice Manager:
Sarah Rhodes-Bickerdyke
The Avicenna Medical Practice
Barkerend Health Centre
Barkerend Road
Bradford
BD3 8QH
If you are still unhappy following a review by the GP practice, you can then complain to the Information Commissioners Office (ICO) via their website (www.ico.gov.uk) and (casework@ico.org.uk) Telephone: 03031231113 9local rate) or 0161 545 745.
If you are happy for your data to be extracted and used for the purposes described in this privacy notice then you do not need to do anything. If you have any concerns about how your data is shared then please contact the practice.
Change of Details
It is important that you tell the person treating you if any of your details such as your name or address have changed or if any of your details such as date of birth is incorrect in order for this to be amended. You have a responsibility to inform us of any changes so our records are accurate and up to date for you.
Notification
The Data Protection Act 1998 requires organisations to register a notification with the Information Commissioner to describe the purposes for which they process personal and sensitive information.
This information is publicly available on the Information Commissioners Office Website: www.ico.org.uk
This practice is registered with the Information Commissioners Office (ICO).
Who is the Data Controller?
The Data Controller, responsible for keeping your information secure and confidential is:
Dr MJ Rehman
The Avicenna Medical Practice
Barkerend Health Centre
Barkerend Road
Bradford
BD3 8QH