All patients registered at Whyburn Medical Practice have a named doctor who has overall responsibility for your care and support. Your registered GP is also your named accountable and your allocated GP. Your allocated GP will be responsible for the provision of your healthcare. If you choose to see another doctor at the surgery you are entirely free to go on doing so exactly as before.

If you are unsure of who is your named Doctor please ask at reception.

New patients are allocated a Doctor on Registration.

This organisation is committed to providing a safe, comfortable environment where patients and staff can be confident that best practice is being followed at all times and the safety of everyone is of paramount importance.

All patients are entitled to have a chaperone present for any consultation, examination or procedure where they feel one is required. The chaperone may be a family member or friend. On occasions you may prefer a formal chaperone to be present i.e. a trained member of staff.

Wherever possible we would ask you to make this request at the time of booking your appointment so that arrangements can be made and your appointment is not delayed in any way. Where this is not possible, we will endeavour to provide a formal chaperone at the time of request. However, it may be necessary to reschedule your appointment.

Your healthcare professional may also require a chaperone to be present for certain consultations in accordance with our Chaperone Policy.

If you would like to see a copy of our Chaperone Policy or have any questions or comments regarding this, please contact the Business Manager.

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

How do I make a complaint?

If you wish to complain please contact the Practice Manager, Ms R Dabell, either in person, by phone or in writing:

Tel: 0115 883 2150

Address:

Whyburn Medical Practice,

The Health Centre,

Curtis Street,

Hucknall, NG15 7JE

Online: Patient Complaints Form.

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

How do I complain to someone Independent?

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

Patient Experience Team

Nottingham and Nottinghamshire Integrated Care Board

Sir John Robinson House

Sir John Robinson Way

Arnold

Nottingham

NG5 6DA

Tel: 0115 8839570

Email: nnicb-nn.patientexperience@nhs.net

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

Information available from Whyburn Medical Practice under the Freedom of Information Act model publication scheme can be obtained from our Business Manager.

As a practice we comply with the General Data Protection Regulation (GDPR) 2016 and the Data Protection Act 2018.

We use your information to provide you with Health Care Services and share your information with other organisations involved in your care.

The practice does this under Article 6(1) and Article 9(2)(h) of the GDPR.

For further information please see:

• How We Use Your Information
• GDPR GP Privacy Notice
• Employee Privacy Notice
• Privacy Notice for Children
• GDPR GP Candidate Privacy Notice

You are entitled to see what information we hold about you on request.

As part of a mandatory, national programme each GP Practice will have to make a summary care record for each patient (unless the patient has already opted out).

Please read the information regarding this.

If you wish to opt out download and complete the opt out form and return to the Practice (see below).

Summary Care Record on the NHS Digital website.

• COVID-19 Privacy Notice

This Privacy Notice is to run alongside our standard Practice Privacy Notice (below).

• Practice Privacy Notice

It is a contractual requirement that we publish the average pay for the GPs working to deliver NHS services to patients at our practice.

At present we are not able to provide this information due to change of contracts.

All practices, in line with government guidelines, have a ‘Zero Tolerance to Violence’ policy. This means that any violent or abusive behaviour or perceived threatening behaviour, whether verbal or otherwise to staff or members of the public on practice premises will not be tolerated.

We can refuse to provide a service, report the incident to the Police and request that the patient and their family be removed from their Practice list.