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General Data Protection Regulations - Privacy Notice

Dr. A. Sinha Surgery

PRIVACY NOTICE FOR PATIENTS

This Privacy Notice explains why the GP Practice collects information about you, how we use it, the conditions under which we may disclose it to others and how we keep it secure.

How is your information used?

The Healthcare 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, and are accessible by all members of the practice team which includes  General Practitioners, Nurses, Healthcare Assistants, and administration and reception staff.

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.

 

What type of information is collected from you?

Records which this GP Practice hold about you may include the following information:

o Details about you, such as your address, contact numbers, carer, legal representative, emergency contact details;

o Any contact the surgery has had with you, such as appointments, telephone consultations etc.;

o Notes and reports about your health which could be generated from the practice or other Health & Social care organisations;

o Details about your treatment and care;

o Results of investigations such as laboratory tests, x-rays etc.;

o Relevant information of you relatives or those who care for you;

o Any other information which you have agreed to share with us, relating to you and your carer/family members.

Your records are used to facilitate the healthcare you receive from the practice to ensure care and treatment is delivered in the best possible way. Information held about you may be used to help protect the health of the public and to help us manage and contribute to the wider the NHS.

Information may be used within the GP practice for clinical audits 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 by redacting this information. Sometimes your information may be requested to be used for research purposes, and the practice will always gain your consent before releasing the information for this purpose.

 

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:

o EU General Data Protection Regulation (GDPR)

o Data Protection Act 1998

o Human Rights Act 1998

o Common Law Duty of Confidentiality

o Health and Social Care Act 2012

o NHS Codes of Confidentiality, Information Security and Records Management

o 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. Our policy within the Practice ensures that all staff adheres to a strict internal Confidentiality Policy.

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. They should be supported by the policies of their own employers, regulators and professional bodies.

 

Who has access to your information?

We do not sell or rent your information to third parties. We will not share your information with third parties for marketing purposes.

We may share your information, subject to strict agreements on how it will be used, with the following organisations;

o NHS Trusts / Foundation Trusts;

o Other General Practitioners;

o Other General Practices with which we are federated and provide collaborative services;

o NHS Commissioning Support Units;

o Independent Contractors such as dentists, opticians, pharmacists;

o Private Sector Providers;

o Voluntary Sector Providers;

o Ambulance Trusts;

o Clinical Commissioning Groups;

o Social Care Services;

o NHS Digital;

o Local Authorities;

o Education Services;

o Fire and Rescue Services;

o Police & Judicial Services;

o 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 explicit consent for this 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.

 

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 preventive intervention. Information about you is collected from a number of sources including NHS Trusts and from this GP Practice. 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. This service is provided to practices within North East Lincolnshire through North East Lincolnshire Clinical Commissioning Group.

 

How long do we keep your information?

Your health record is a lifelong record which will be digital, with potentially some records in paper format depending on when you were born.

 

Concerns/Questions/Choices

Should you have any concerns about how your information is managed at the GP, please contact the GP Practice Manager. 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).

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.

 

Use of SystmOnline

TPP, who supply System One, the clinical system which the practice uses, may request or collect certain information about you when you use SystmOnline.

TPPs Privacy Policy (available via https://systmonline.tpp-uk.com/privacy.html) is incorporated into these Terms and Conditions by reference and explains how TPP treats your information and protects your privacy when you use SystmOnline.

You agree to the use of your data in accordance with TPP’s Privacy Policy (Source: https://systmonline.tpp-uk.com/2/privacy/privacy.html)

You can access TPPs full policy here: https://systmonline.tpp-uk.com/2/privacy/privacy.html#Privacy Policy

 

How you can access and update your information

The accuracy of your information is important to us. It is essential 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.

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 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

 

Who is the Data Controller and Data Protection Officer?

The Data Controller, responsible for keeping your information secure and confidential is Dr. A. Sinha Surgery, overseen by the Practice Manager. The Practice Manager can be contacted by telephoning the surgery.

 

Feedback

Should you have any queries or concerns about how your information is managed by the Practice please refer to and act in accordance with our Complaints Policy.

If you are still unhappy following a review by the Practice you can then complain to the Information Commissioners Office (ICO). www.ico.org.uk, casework@ico.org.uk, telephone: 0303 123 1113 (local rate) or 01625 545 745

Change to ordering prescriptions via telephone from the 1st September 2017

Changes to the Telephone Prescription Ordering Service  - From 1st September 2017

We are making changes to how you are able to order a prescription on the telephone. 

Previously we worked with other surgeries to be able to deliver the telephone prescription order service, however recent changes have meant that we are unable to carry on with the project. 

However we do feel it is important to be able to continue to offer this service to our patients therefore we are

continuing to offer it but instead, please just telephone the main reception team who will deal with your prescription request.

If you have any concerns regarding this, please do not hesitate to speak to a member of staff.

May we also take this opportunity to remind you that you can also order prescriptions online, 24 hours a day, 7 days per week.  There is even an “App” that you can download to make the service even quicker to use.  If you wish to register for this service please ask a member of the reception team to activate your account and give you your login details.

 

Changes to the Telephone Triage System from 25th September 2017

August 2017 – Dr Sinha Surgery

Update Regarding the Telephone Triage

We are making some changes to our triage system, effective from Monday 25th September 2017.

From this date, all patients requesting to be seen whether it be seen on the same day or in advance by a clinician (doctor or nurse) are requested to call the surgery before 12 noon.  This is to assist us to help better plan the day ahead, which also consists of home visits, meetings, training, paper work, medication requests, reviewing blood results etc. 

Please be assured that if you need emergency medical treatment or advice after 12 noon, you are still able to contact us and request to speak to a clinician.

FREQUENTLY ASKED QUESTIONS:

We would also like to take this opportunity to address some common questions or comments.

What is triage?

This is a system where all patients requesting to be seen or seeking medical advice would be contacted by the clinical staff on a priority basis.  This is to determine how quickly you need to be seen by the most appropriate clinical staff member (Doctor or Nurse).

Why do you have a triage system?

The reason that we introduced the system in 2016 was to manage our appointment system more efficiently so that we could address the clinical problems according to their urgency.   We have found that certain matters can be dealt with quickly over the phone and do not require a physical appointment, also this helps with prompt appointments for people who need to be seen face to face.  Sometimes we can direct you to a more appropriate member of staff or service to be able to help with your query.

Why did I not get a call back?

Please be aware that when we call from the practice it often comes up as a private number.  We acknowledge the fact that it is not always possible to stay by the phone so we will attempt to call you twice. Please ensure that you are available to take a call and also provide us with a telephone number that has an adequate signal.  In our experience often mobile phones that do not have a signal do not even register as having received a missed call.  We record all failed attempts to call.

What if it is difficult to be able to take a phone call?

We acknowledge that there are times where this can be difficult.   We advise that you contact us on a day that is most convenient to you to be able to take a call.  Please do not hesitate to advise the staff member of any special circumstances e.g. let the phone ring for a while if it takes a while for you to walk to the phone, hearing difficulties.  We do try to accommodate as much as possible.

Who will call me back?

We run our triage system with a compliment of clinical staff which consists of Doctors and Nurses.  Please be assured that all our staff will only manage aspects of care that they are competent in and qualified to do.  Patient safety is of paramount importance to us.  Using a mix of staff allows appropriate issues to be dealt with by the most appropriate member of staff.

Why do I have tell the “receptionist” why I want to see the Doctor?

By now you should have a better understanding of the rationale for using a triage system.

We ask that our team take down details for the requests so that we can assess and prioritise the request, for example we may telephone a patient first who was complaining of being short of breath before a patient who wanted a routine medication review.  Sometimes from the description, the GP will know that an appointment is definitely needed therefore ask reception to arrange it and skip the telephone consultation element altogether.

 

We hope that this has helped to answer some of the common questions we often get asked.

We welcome any comments and suggestions that can help us to improve our system, it is something that we keep under constant review.

Kind Regards

Dr Sinha and Vicky Lane (Practice Manager)

 

New GP Appointment System

NEW APPOINTMENT SYSTEM – Doctor Triage

We have listened to our patient feedback and comments regarding the difficulty getting an appointment to see a clinician. As a result of this from the 4th January 2016 we launched a new appointment system where a clinician will telephone you back and assess whether you need be seen and, if so, how quickly.

By having a clinician talk to all patients, we are able to offer a service that assesses patients on a clinical priority basis and give patients appointment lengths that more closely match their needs. This is to give patients a better service individually.

Therefore, in order to ensure you are treated as quickly as possible in the most appropriate manner, we ask patients to give a brief description of their problem to the receptionist. The receptionists have all received training in this and follow written guidelines.

If you prefer not to discuss your symptoms with a receptionist, that is entirely your prerogative, but doing so allows the doctor to assess how quickly you need to be contacted by them and will ensure you are dealt with in a timely manner.

Receptionists are bound by our code of confidentiality and will not discuss your symptoms with anyone else.

Please contact the practice on the day you are available to be seen for GP appointments.

Appointments with the Practice Nurse and Healthcare Assistant are still booked in the same way; in advance.

HOW THE NEW SYSTEM WORKS – Making an appointment

You can make an appointment with a GP to call you back and assess you in the following ways;

1. Telephone the practice in the usual way and the Receptionist will take a contact number, ask you for further information regarding your appointment request, and book you a call back with the Doctor/Clinician.

2. Book an appointment online using SystmOne Online. If you need to register for online access, please speak to a member of the Reception Team.

The doctor will phone you back and make appropriate arrangements for you. For some patients the Doctor may be able to deal with your problem over the phone, which will save you having to come in for an appointment. If you need to come in the Doctor will arrange a suitable appointment for you on the same day.  You will be called back the same morning or afternoon that you have been added to the call back list.

If the Doctor wants you to attend for a follow-up appointment they will arrange a date and time.

Sometimes they will book an appointment with another health care professional who will be able to assist you such as a practice nurse, if this is more appropriate.

Please note:  Our busiest times for telephones are 8am to 9.30am so please do not feel you must call at this time as appointments will be available throughout the day.

Please help us help you by providing as much information as possible to the receptionist. This will enable us to prioritise your call appropriately.

At the same time as starting the new appointment system, we are also switching on Patient Partner which is a telephone system that allows you to order repeat prescriptions, cancel and check appointments and book some nurse and health care assistant appointments 24 hours a day, 7 days a week.

 


Patient partner guide

1) Contact your surgery for your 6 digit security PIN, you will need this to order prescriptions using this service.

2) Contact your usual surgery and press 1 for the automated service.

3) Choose to book, change, cancel an appointment or request a repeat prescription.

4) Follow the automated instructions for each option.

5) When changing/cancelling an appointment or requesting your repeat prescription you will be asked to enter your 6 digit security PIN, once you have done this please remember to press 0 to confirm before hanging up.

 

Online Services

You can also book, review and cancel an appointment or request a repeat prescription via systmone online. You will require a username and password to do this which can be requested via reception.

The practice has been rated "Good" following a CQC inspection

The practice had a routine CQC inspection in January 2015.  We recently received the report and have been rated as good overall.  Please clink on the link below to be taken to the CQC website and view the reports:

 

Patient Participtation Group Meeting Minutes 10.03.2015

Please click on the link below to view the minutes from our latest patient participation group minutes.

 

http://www.sinhadegp.nhs.uk/data/uploads/ppg-meeting-minutes-10.03.2015.docx

PPG Annual Reporting Template

http://www.sinhadegp.nhs.uk/data/uploads/ppg-enhanced-service-reporting-template-march-2015.docx

PPG Drop in Session Minutes

Please click on the link below to view the minutes of our latest patient participation group meeting.

http://www.sinhadegp.nhs.uk/data/uploads/ppg-drop-in-session-minutes-09.09.2014.docx