Access to Medical Records
From 4th October 2023 you will be able to see your medical records on line from that date onwards.
For more information on this please visit: NHS: How to get your medical records
Make sure you agree with the following sentences before accessing your record.
- Forgotten history – There may be something you have forgotten about in your record that you might find upsetting.
- Abnormal Results or Bad News – If your GP has given you access to test results or letters, you may see something that you find upsetting. This may occur before you have spoken to your doctor or while the surgery is closed and you cannot contact them.
- Choosing to share your Information with Someone – It’s up to you if you share your information with other- perhaps family members or carers. It’s your choice, but also your responsibility to keep the information safe and secure.
- Coercion – If you think you may be pressured into revealing details from your patient record to someone else against your will, it is best that you so not register for access at this time.
- Misunderstood information – Your medical record is designed to be used by clinical professionals to ensure that you receive the best possible care. Some of the information within your medical record may be highly technical, written by specialists and not easily understood. If you require further clarification, please contact the surgery for a clearer explanation.
- Information about someone else – If you spot something in the record that is not about you or notice any other errors, please log out of the system immediately and contact the practice as soon as possible.
1. I have read and understood the information provided by the practice
2. I understand that I will automatically see any new information (prospective records) that is added to my healthcare record.
3. I understand how to keep my online GP services and the information they contain about me secure
4. If I choose to share my information with anyone else, this is at my own risk
5. If I suspect that my account has been accessed by someone without my agreement, I will contact the practice as soon as possible
6. If I see information in my record that is not about me or is inaccurate, I will contact the practice as soon as possible
7. If I think that I may come under pressure to give access to someone else unwillingly, I will contact the practice as soon as possible. If the patient struggles to agree with any of these statements or raises any concerns, recommend that the patient makes an appointment with an appointed person in the practice to discuss their concerns before signing them up for GP online services. You can include the statements in an application form.
Understanding some of the medical terms you may see in your notes – in the first instance please visit NHS: Abbreviations you may find in your health records.
Understanding your laboratory test results – please visit labtestsonline.org.uk.
For further information about the medication you are taking visit patient.info/medicine.
We strive to ensure your details are accurate and up to date. If you are concerned that information in your online record is inaccurate, please contact the practice. Your concern will be passed to a member of the clinical team to review. This is an extremely busy time and it may take up to 28 days to review your concern, so please don’t contact us unless at least 28 days have passed since your request. The practice will contact you directly by SMS once your request has been reviewed with an update.
Medical Reports
Our practice has decided to outsource our medical reporting work to an NHS Digital accredited company called MediData. MediData will be processing your medical report via eMR and providing online access via their secure encrypted portal. If you wish to contact MediData directly, please email mdmc@medi2data.com or call on 03333 055774.
Medical reports and examinations can be obtained from your doctor, but as this is not supported by the NHS there will be a charge, to be paid before completion. We suggest you download the NHS App, please watch this film for further information: NHS Digital: NHS App Film.
Complaints Policy
Let the practice know your views
Battersea Rise Practice is always looking for ways to improve the services it offers to patients. To do this effectively, the practice needs to know what you think about the services you receive. Tell us what we do best, where we don’t meet your expectations plus any ideas and suggestions you may have. Only by listening to you can the practice continue to build and improve upon the service it offers.
- Could you easily get through on the telephone?
- Did you get an appointment with the practitioner you wanted to see?
- Were you seen within 20 minutes of your scheduled appointment time?
- Were our staff helpful and courteous?
Practice Complaints Procedure
If you have a complaint about the service you have received from any member of staff working in this practice, please let us know. The practice operates a complaints procedure as part of the NHS system for dealing with complaints. Our complaints system meets national criteria.
If you make a complaint, it is practice policy to ensure you are not discriminated against, or subjected to any negative effect on your care, treatment or support.
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 Tracy Gaskin 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 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 12 months of the incident that caused the problem or;
- Within 12 months from when the complaint comes to your notice.
The practice will acknowledge your complaint within 3 working days.
The practice will arrange a meeting with you to discuss the complaint to agree with you how the complaint is going to be investigated and the timescale for this to be completed.
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
Battersea Rise Practice 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 with the service you have received, that you will use the Practice Complaints Procedure.
However, if you feel you cannot raise your complaint with us, you can contact either of the 2 official bodies:
Wandsworth CCG
- NHS England, PO Box 16738, Redditch, B97 9PT.
- Email: england.contactus@nhs.net – FAO The Complaints Manager.
- Tel: 0300 311 2233 – Mon to Fri, 08:00-18:00.
The Care Quality Commission
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 www.cqc.org.uk/contact-us.
ICAS and Ombudsman
Advocacy service for NHS complaints
This is a national service that supports people who want to make a complaint about their NHS Care or treatment. Your local service can be found www.pohwer.net/nhs-complaints-advocacy.
Ombudsman
If you have not received a satisfactory response from this practice, your local Clinical Commissioning Group or NHS England, you can there 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 visit www.ombudsman.org.uk or textphone (minicom) 0300 061 4298.
Confidentiality
The practice is registered with the Information Commissioner’s Office in order to record and store clinical information, and we are legally obliged to protect any information we hold about you.
We have a confidentiality policy that ensures the information held by us is used in a controlled and safe way. All of our staff are bound by our confidentiality policy. If you require a copy, please feel free to ask.
If you have any questions or concerns about confidentiality, please discuss this with a member of the practice team.
Freedom of Information
The Freedom of Information Act creates a right of access to recorded information and obliges a public authority to:
- Have a publication scheme in place
- Allow public access to information held by public authorities
The act covers any recorded organisational information such as reports, policies or strategies, that is held by a public authority in England, Wales and Northern Ireland, and by UK-wide public authorities based in Scotland, however it does not cover personal information such as patient records which are covered by the Data Protection Act.
Public authorities include government departments, local authorities, the NHS, state schools and police forces.
The act is enforced by the Information Commissioner who regulates both the Freedom of Information Act and the Data Protection Act 2018.
The Surgery Publication Scheme
A publication scheme requires an authority to make information available to the public as part of its normal business activities. The scheme lists information under seven broad classes, which are:
- Who we are and what we do
- What we spend and how we spend it
- What our priorities are and how we are doing it
- How we make decisions
- Our policies and procedures
- Lists and registers
- The services we offer
You can request our publication scheme leaflet at the surgery.
Who Can Request Information?
Under the Act, any individual, anywhere in the world, is able to make a request to a practice for information. An applicant is entitled to be informed in writing, by the practice, whether the practice holds information of the description specified in the request and if that is the case, have the information communicated to him. An individual can request information, regardless of whether he/she is the subject of the information or affected by its use.
How Should Requests be Made?
Requests must:
- Be made in writing (this can be electronically e.g. email/fax).
- State the name of the applicant and an address for correspondence .
- Describe the information requested.
What Cannot be Requested?
Personal data about staff and patients covered under Data Protection Act.
For more information see these websites:
How to give feedback or make a complaint about NHS Services
For help making a complaint or to provide feedback, please see information at the link here:
NHS England » Feedback and complaints about NHS services
There are two ways you can complain about NHS services:
1. Directly with the NHS service provider (e.g. your GP surgery), or
2. Directly to the Commissioner of the service (e.g. South West London Integrated Care Board (SWLICB)):
o Telephone 0800 026 6082
o Email contactus@swlondon.nhs.uk
o Postal address: NHS South West London, 120 the Broadway, Wimbledon, London SW19 1RH
You cannot complain to both.
If you are unhappy with the local resolution from either your GP surgery, or the Commissioner, you can complain to the Parliamentary and Health Services Ombudsman (PHSO) NHS complaints in England.
National Data Opt-Out
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 diagnoses 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
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.
You do not need to do anything if you are happy about how your information is used.
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 the NHS.uk Your NHS Data Matters page.
Practice Charter
We aim to provide our patients with the best quality care available. Our charter is a statement of what you can expect from this practice and what we feel we can expect from you.
- All patients will be treated equally. We do not discriminate on the grounds of gender, gender identity, race, disability, sexual orientation, religion or age.
- Our premises will be clean and comfortable and have facilities for the disabled.
- All patients will be greeted in a friendly manner and be treated with courtesy by everyone in the practice.
- Patient confidentiality may be expected at all times.
- Patients should realise that home visits are made at the doctor’s discretion.
- Requests for night visits should only be made for emergencies.
- Many problems can be solved by advice alone, therefore patients should not always expect a prescription at every consultation.
- We ask that patients treat the doctors and staff with courtesy and respect.
- Patients must inform the practice staff of any alterations in their circumstances, such as change of surname, address or telephone number, even if it is ex-directory.
With These Rights Come Responsibilities
- We ask that patients attend their appointments at the arranged time. If they cannot attend they will inform the surgery immediately.
- We expect that patients will understand that appointments are for one person only. Additional appointments will be made if more than one person needs to be seen.
- Patients are responsible for their own health and the health of their children and should cooperate with the practice in endeavouring to keep themselves healthy.
- We ask that requests for help or advice for non-urgent matters be made during surgery hours.
- Home visits should only be requested for patients who are seriously ill. It is important to bear in mind that most medical problems are dealt with more effectively in the clinical setting of a well-equipped surgery.
Privacy Notice
This privacy notice lets you know what happens to any personal data that you give to us, or any that we may collect from or about you.
This privacy notice applies to personal information processed by or on behalf of the practice.
This notice explains:
- Who we are, how we use your information and our Data Protection Officer
- What kinds of personal information about you do we process?
- What are the legal grounds for our processing of your personal information (including when we share it with others)?
- What should you do if your personal information changes?
- For how long your personal information is retained by us?
- What are your rights under data protection laws?
The General Data Protection Regulation (GDPR) became law on 24th May 2016. This is a single EU-wide regulation on the protection of confidential and sensitive information. It enters into force in the UK on the 25th May 2018, repealing the Data Protection Act (1998).
For the purpose of applicable data protection legislation (including but not limited to the General Data Protection Regulation (Regulation (EU) 2016/679) (the “GDPR”), and the Data Protection Act 2018 (currently in Bill format before Parliament) the practice responsible for your personal data.
This Notice describes how we collect, use and process your personal data, and how, in doing so, we comply with our legal obligations to you. Your privacy is important to us, and we are committed to protecting and safeguarding your data privacy rights
How we use your information and the law
The practice will be what’s known as the ‘Controller’ of the personal data you provide to us.
We collect basic personal data about you which does not include any special types of information or location-based information. This does however include name, address, contact details such as email and mobile number etc.
We will also collect sensitive confidential data known as “special category personal data”, in the form of health information, religious belief (if required in a healthcare setting) ethnicity, and sex during the services we provide to you and or linked to your healthcare through other health providers or third parties.
Why do we need your information?
The 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 Surgery, Walk-in clinic, etc.). These records help to provide you with the best possible healthcare.
NHS health records may be electronic, on paper or a mixture of both, and we use a combination of working practices and technology to ensure that your information is kept confidential and secure. Records which the Practice hold about you may include the following information;
- Details about you, such as your address, carer, legal representative, 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.
How do we lawfully use your data?
We need to know your personal, sensitive and confidential data in order to provide you with Healthcare services as a General Practice, under the General Data Protection Regulation we will be lawfully using your information in accordance with: –
- Article 6, e) processing is necessary for the performance of a task carried out in the public interest or in the exercise of official authority vested in the controller;”
- Article 9, (h) processing is necessary for the purposes of preventive or occupational medicine, for the assessment of the working capacity of the employee, medical diagnosis, the provision of health or social care or treatment or the management of health or social care systems
This Privacy Notice applies to the personal data of our patients and the data you have given us about your carers/family members.
Risk Stratification
Risk stratification data tools are increasingly being used in the NHS to help determine a person’s risk of suffering a condition, preventing an unplanned or (re)admission and identifying a need for preventive 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 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.
Medicines 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.
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 2018
- The General Data Protection Regulations 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 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.
Our practice policy is to respect the privacy of our patients, their families and our staff and to maintain compliance with the General Data Protection Regulations (GDPR) and all UK specific Data Protection Requirements. Our policy is to ensure all personal data related to our patients will be protected.
All employees and sub-contractors engaged by our practice are asked to sign a confidentiality agreement. The practice will, if required, sign a separate confidentiality agreement if the client deems it necessary. If a sub-contractor acts as a data processor for the practice an appropriate contract (art 24-28) will be established for the processing of your information.
In Certain circumstances you may have the right to withdraw your consent to the processing of data. Please contact the Data Protection Officer in writing if you wish to withdraw your consent. If some circumstances we may need to store your data after your consent has been withdrawn to comply with a legislative requirement.
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 in an identifiable format. In some circumstances you can Opt-out of the surgery sharing any of your information for research purposes.
With your consent we would also like to use your information to…
We would however like to use your name, contact details and email address to inform you of services that may benefit you, with your consent only. There may be occasions were authorised research facilities would like you to take part on innovations, research, improving services or identifying trends.
At any stage where we would like to use your data for anything other than the specified purposes and where there is no lawful requirement for us to share or process your data, we will ensure that you have the ability to consent and opt out prior to any data processing taking place. This information is not shared with third parties or used for any marketing and you can unsubscribe at any time via phone, email or by informing the practice DPO as below.
Where do we store your information Electronically?
All the personal data we process is processed by our staff in the UK however for the purposes of IT hosting and maintenance this information may be located on servers within the European Union.
No 3rd parties have access to your personal data unless the law allows them to do so and appropriate safeguards have been put in place. We have a Data Protection regime in place to oversee the effective and secure processing of your personal and or special category (sensitive, confidential) data.
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
- eMBED Health
- Independent Contractors such as dentists, opticians, pharmacists
- Private Sector Providers
- Voluntary Sector Providers
- Ambulance Trusts
- Clinical Commissioning Groups
- Social Care Services
- NHS England (NHSE) and NHS Digital (NHSD)
- Local Authorities
- Education Services
- Fire and Rescue Services
- Police & Judicial Services
- Voluntary Sector Providers
- Private Sector Providers
- Other ‘data processors’ which you will be informed of
You will be informed who your data will be shared with and in some cases asked for 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. All employees and sub-contractors engaged by our practice are asked to sign a confidentiality agreement. If a sub-contractor acts as a data processor for the practice an appropriate contract (art 24-28) will be established for the processing of your information.
How long will we store your information?
We are required under UK law to keep your information and data for the full retention periods as specified by the NHS Records management code of practice for health and social care and national archives requirements. More information on records retention can be found online at (https://digital.nhs.uk/article/1202/Records-Management-Code-of-Practice-for-Health-and-Social-Care-2016)
How can you access, amend move the personal data that you have given to us?
Even if we already hold your personal data, you still have various rights in relation to it. To get in touch about these, please contact us. We will seek to deal with your request without undue delay, and in any event in accordance with the requirements of any applicable laws. Please note that we may keep a record of your communications to help us resolve any issues which you raise.
Right to object: If we are using your data because we deem it necessary for our legitimate interests to do so, and you do not agree, you have the right to object. We will respond to your request within 30 days (although we may be allowed to extend this period in certain cases). Generally, we will only disagree with you if certain limited conditions apply.
Right to withdraw consent: Where we have obtained your consent to process your personal data for certain activities (for example for a research project), or consent to market to you, you may withdraw your consent at any time.
Right to erasure: In certain situations (for example, where we have processed your data unlawfully), you have the right to request us to “erase” your personal data. We will respond to your request within 30 days (although we may be allowed to extend this period in certain cases) and will only disagree with you if certain limited conditions apply. If we do agree to your request, we will Delete your data but will generally assume that you would prefer us to keep a note of your name on our register of individuals who would prefer not to be contacted. That way, we will minimise the chances of you being contacted in the future where your data are collected in unconnected circumstances. If you would prefer us not to do this, you are free to say so.
Right of data portability: If you wish, you have the right to transfer your data from us to another data controller. We will help with this with a GP to GP data transfer and transfer of your hard copy notes
Access to your personal information
Data Subject Access Requests (DSAR): You have a right under the Data Protection legislation 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. To request this, you need to do the following:
- Your request should be made to the Practice – for information from the hospital you should write direct to them
- There is no charge to have a copy of the information held about you
- We are required to respond to you within one month
- You will need to give adequate information (for example full name, address, date of birth, NHS number and details of your request) so that your identity can be verified, and your records located information we hold about you at any time.
What should you do if your personal information changes?
You should tell us so that we can update our records please contact the Practice Manager as soon as any of your details change, this is especially important for changes of address or contact details (such as your mobile phone number), the practice will from time to time ask you to confirm that the information we currently hold is accurate and up-to-date.
Data Controller Senior Partner
Dr Nicola Williams
Data Protection Officer
Dr Nicola Williams
Recording Consultations By Patients
Whilst we cannot place restrictions on a patient wishing to make notes or a recording of a consultation or conversation with a member of the clinical team when it is felt absolutely necessary by the patient to do so, we as a team expect that:
- Any recording is done openly and honestly
- The recording process does not interfere with the consultation process or the treatment or care being administered
- The patient is aware that an entry will be made in their healthcare record that they have recorded the consultation (or care being provided)
- The patient understands the private and confidential nature of the recording and that it is their sole responsibility to ensure it is kept safe and secure
- The recording is being made for personal use only
- Any misuse of the recording, including using it to harass, intimidate or threaten organisation staff, may result in criminal or civil proceedings
- Staff should be assured that it is in their best interests as the record of the meeting will be accurate, fair and that there can be no misunderstandings at a later point
- The recording will not be shared to third parties unless this is an absolute requirement
Summary Care Record
The NHS is changing the way in which your medical information is accessed. A Summary Care Record (SCR) will be available to people providing you with care anywhere in England. For more details please visit Summary care Records page on the NHS Care Records website.
If you decide not to allow access to your records please submit an opt out form to the surgery. Forms are available on the care records site.
Telephone Call Recording
All telephone calls into and from the practice are recorded for the purposes of patient safety, staff training and to support our zero-tolerance policy. Recordings are held securely for up to 3 years and are then destroyed. Access to recordings is strictly limited in accordance with our confidentiality policy.
Training Practice
We a training practice for qualified doctors who are training to become GPs. Trainees spend 6-12 months seeing patients, doing home visits and running emergency clinics, supervised by a GP trainer at the practice.
The practice is also involved with teaching medical students. Medical students are taught in groups, and may also sit in with a GP during a clinic, with patient consent.
Violence Policy
The aim of this policy is to tackle the increasing problem of violence against staff working in the NHS and ensures that doctors and their staff have a right to care for others without fear of being attacked or abused.
We understand that ill patients do not always act in a reasonable manner and will take this into consideration when trying to deal with a misunderstanding or complaint. We ask you to treat your doctors and their staff courteously and act reasonably.
All incidents will be followed up and you will be sent a formal warning after a second incident or removed from the practice list after a third incident if your behaviour has been unreasonable.
However, aggressive behaviour, be it violent or verbal abusive, will not be tolerated and may result in you being removed from the practice list and, in extreme cases, the Police will be contacted if an incident is taking place and the patient is posing a threat to staff or other patients.
Removal from the practice list
A good patient-doctor relationship, based on mutual respect and trust, is the cornerstone of good patient care. The removal of patients from our list is an exceptional and rare event and is a last resort in an impaired patient-practice relationship.
When trust has irretrievably broken down, it is in the patient’s interest, just as much as that of the surgery, that they should find a new practice. An exception to this is on immediate removal on the grounds of violence e.g. when the Police are involved.
Removing other members of the household
In rare cases, however, because of the possible need to visit patients at home it may be necessary to terminate responsibility for other members of the family or the entire household.
The prospect of visiting patients where a relative who is no longer a patient of the practice by virtue of their unacceptable behaviour resides, or being regularly confronted by the removed patient, may make it too difficult for the practice to continue to look after the whole family.
This is particularly likely where the patient has been removed because of violence or threatening behaviour and keeping the other family members could put doctors or their staff at risk.