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

Complaints

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.

How do I make a complaint?

If you wish to complain please contact the Practice Manager Pam Husband either in person, by phone or in writing:

Tel: 0115 9224960

Address: Bramcote Surgery, 2a Hanley Avenue, Bramcote, Nottingham, NG9 3HF

Online: pamhusband@nhs.net

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

What Happens Next?

The complaint will be acknowledged within 3 working days. The practice will respond, after investigation, within the timeframe specified to you at the acknowledgement stage of the process. Some complaints may take longer to address but you will be informed of a response time. If this cannot be met, the practice will keep you informed.

Please be assured making a complaint will not adversely affect your ongoing healthcare at the practice. We will deal with you fairly, compassionately and will endeavour to resolve the situation to a satisfactory conclusion.

Wherever possible, we aim to learn from complaints and take action to avoid similar occurrences.

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

Complaints Leaflet

Third Party Complaints Leaflet

NHS Complaints Advocacy 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 sfh-tr.nottsnhsapp@nhs.net 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.

Private Shared Care Policy

Statement Of Purpose

Training