Practice Policies & Patient Information

Accessibility

At Bramcote Surgery we aim to provide optimum and equal access to our services.

Access to our services can be by phone, online or in person. We have a portable induction loop system for the hard of hearing and we can arrange for sign language interpreters to attend when required.

The toilet is adapted for use for the disabled.

We have one disabled parking bay in the car park at the rear of the Surgery and there are two public disabled spaces on Hanley Avenue. Wheelchair access is via a ramp, ring the bell if you require any assistance.

Accessible Information Standards:

As from 1^st April 2016 all practices are required to record any specific communication and information needs of patients.

Therefore we are asking patients to inform us if you have any particular needs.

For example:

Larger print, easy to read text, a different language, contact via email, translation/interpreting services or BSL or braille.
Please speak with one of the receptionist team to find out more.

Chaperone Policy

A chaperone is an independent person, appropriately trained, whose role is to independently observe the examination/procedure undertaken by the doctor/health professional to assist the appropriate doctor-patient relationship.

If you would like a chaperone to be present during your consultation, please tell a Receptionist when you book the appointment or the clinician you are seeing and we will provide one.

For more information please read our Chaperone Policy

Complaints

Talk to us.

Every patient has the right to make a complaint about the treatment or care they have received at Bramcote Surgery. We understand that we may not always get everything right and, by telling us about the problem you have encountered, we will be able to improve our services and patient experience.

Who to talk to?

Most complaints can be resolved at a local level. Please speak to a member of staff if you have a concern and they will assist you where possible. Alternatively, ask to speak to the complaints manager, Pam Husband Practice Manager or Lorraine Reception Manager, but note this may need to be a booked appointment. If for any reason you do not want to speak to a member of our staff, then you can request that the Integrated Care Board (ICB) investigates your complaint. They will contact us on your behalf:

NHS Nottingham & Nottinghamshire ICB Contact our patient information line if you want to talk to someone about local NHS services. You can contact us by phone from 9am to 5pm Monday to Friday (excluding bank holidays) or by email.

Telephone: 0115 8839570

Email: [email protected]

A complaint can be made verbally or in writing. A complaints form is available from reception. Additionally, you can complain via email to [email protected].

Time frames for complaints

The time constraint on bringing a complaint is 12 months from the occurrence giving rise to the complaint, or 12 months from the time you become aware of the matter about which you wish to complain.

Investigating complaints

We will investigate all complaints effectively and in conjunction with extant legislation and guidance.

Confidentiality

We will ensure that all complaints are investigated with the utmost confidentiality and that any documents are held separately from the patient’s healthcare record.

Third party complaints

We allow third parties to make a complaint on behalf of a patient. The patient must provide consent for them to do so. A third-party patient complaint form is available from reception.

Final response

We will issue a final formal response to all complainants which will provide full details and the outcome of the complaint. We will liaise with you about the progress of any complaint.

Download a Complaints Form.

Download a Third Party Complaints Form.

Click to see the advocacy leaflet.

Click to see our complaints leaflet.

Covid-19 Privacy Notice

Data Protection Privacy Notice for Patients

Introduction

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.

Bramcote Surgery UKGDPR Data Protection and Confidentiality Policy v6 January 2023

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?

Infection Control Annual Statement 2023/4

Opt-out Preference

Privacy Notice

Read/Download our Privacy Notice

Bramcote Surgery shared your demographic data (including name, age, gender, date of birth, NHS number and address) with Patients Know Best (PKB) so PKB could create a dormant patient account for each person registered at this practice. The data in these accounts will not be accessed or processed unless you choose to activate your PKB account. Activating the account will create a patient held record which you can choose to share with health and care teams. This data sharing was done through article 6 (1)(e) and 9(2)(h) of UK GPDR 2018.

PKB are registered with the Information Commissioner’s Office (ICO), which regulates data protection in the UK, and their registration number is Z2704931. PKB cannot see your demographic data or any health information in your PKB account, including your patient held record. Your information is kept encrypted on secure servers and can only be seen by yourself, health care teams chosen by you or those with a lawful basis.

PKB will retain your data for 8 years after either the date your dormant account was created or the date you last accessed your activated account; whichever date is more recent. You can email [email protected] if you wish your PKB information to be deleted before that point, this does not mean that your GP record held by Bramcote Surgery will be deleted.

Statement Of Purpose

Training