Practice Policies

The Green Practice Privacy Notice

Important information for patients

The Green Practice aims to ensure the highest standard of medical care for our patients. To do this we keep records about you, your health and the care we have provided or plan to provide to you.

This privacy notice does not provide exhaustive details of all aspect of the collection and use of personal information by The Green Practice; however, we are happy to provide any additional information or explanation needed. If you wish to request further information please contact the Practice Manager by:

Telephone:   01738 627912

      Letter:     The Green Practice, Whitefriars Surgery, Whitefriars Street, Perth. PH1 1PP

      Email:     whitefriarsgreen.tayside@nhs.net

How We Use Your Information

In order to provide for your care, we need to collect and keep information about you and your health on our records. Your records are used to:

  • Provide a basis for all health decisions made by care professionals with and for you;
  • Make sure your care is safe and effective;
  • Work effectively with others providing you with care.

We may also use, or share, your information for the following purposes:

  • Looking after the health of the general public;
  • Making sure that our services can meet patient needs in the future;
  • Auditing – Using patient health information to review and improve the quality of healthcare. Patient identifiable information is only used within the practice. (Patients have the right to request that their health information is not included in audits);
  • Preparing statistics on NHS performance and activity (where steps will be taken to ensure you cannot be identified;
  • Investigating concerns, complaints or legal claims;
  • Helping staff to review the care they provide to make sure it is of the highest standards;
  • Training and educating staff;
  • Research approved by the Local Research Ethics Committee. (If anything to do with the research would involve you personally, you will be contacted to provide consent).

 

Disclosure of Information to Other Health and Social Professionals

We work with a number of other NHS and partner agencies to provide healthcare services to you. Below is a list of organisations that we may share your information with:

Our Partner Organisations:

  • Other NHS hospitals;
  • Relevant GP Practices;
  • Dentists, Opticians and Pharmacies;
  • Private Sector Providers (private hospitals, care homes, hospices, contractors providing services to the NHS).
  • Voluntary Sector Providers who are directly involved in your care;
  • Ambulance Service
  • Specialist Services
  • Health and Social Care Clusters;
  • Out of Hours Medical Service;
  • NHS Scotland.

    We may also share your information with your consent, and subject to strict sharing protocols, about how it will be used, with:

  • Local Authority Departments, Education, Housing and Public Health;
  • Police and Fire Services.

    Risk Prediction

    Risk prediction 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 information.

    Information about you is collected from a number of sources in NHS Scotland including this GP Practice. A risk score is then arrived at through an analysis of your

    De-identifiable information by ISD Scotland and is only provided back to your GP’s Data Controller in an identifiable form. Risk prediction 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.

    Scottish Primary Care Information Resource (SPIRE)

    NHS Scotland uses information from GP patient records to help plan and improve health and care services in Scotland. You have a choice about the information from your GP records being used in this way. You can opt out from this at any time by contacting the Practice.

    Emergency Care Summary (ECS)

    Emergency care information such as your name, date of birth, the name of your GP, any medicines which your GP has prescribed, any medicines you are allergic to or react badly to, is shared with Out of Hours as this might be important if you need urgent medical care when the GP surgery is closed.

    NHS staff (doctors, nurses, Accident and Emergency department, ambulance control and crews) can look at your ECS if they need to treat you when the surgery is closed. They will ask for your consent before they look at your records.

    In an emergency and if you are unconscious, staff may look at your ECS without your agreement to let them give you the best possible care.

    Whenever NHS staff looks at your ECS, a record will be kept so we can always check who has looked at your information.

    Key Information Summary (KIS)

    Key information summary (KIS) has been designed to support patients who have complex care needs or long term conditions.

    KIS allows important information to be shared with health care professionals in unscheduled care in the NHS 24, A&E, Scottish Ambulance Service, Out of Hours, hospital and pharmacy environments.

    Information contained in KIS summary includes, future care plans, medications, allergies, diagnosis, your wishes, carer and next of kin details.

    You have the right to say that you do not want Care staff to see in ECS/KIS. Please contact the Practice on 01738 627912.

    Mail to Patients

    We use a printing company called Docmail to send letters to our patients. Data is sent securely online and Docmail puts it in a format and prints the letter, dispatches via Royal Mail, and then deletes the information we send. DOCMAIL are fully GDPR compliant.

    Computer Systems

    This Practice operates two clinical computer systems on which your medical record information is held securely. This information can then be shared with other clinicians so that everyone caring for you is fully informed about your relevant medical history. Administrative and reception staff at the practice use this system to assist clinical staff in the day-to-day administrative management of your care.

    Video Recording of Consultations

As a training practice, recording some patient consultations for teaching purposes is a recognised and valued part of education in general practice (GP) to help both GP trainees and qualified GPs develop their communication and consulting skills. Recording a consultation would only ever happen with the explicit consent of the patient before the consultation, and it being signed off by the patient after. In an effort to help develop GP skills and also to recognize the confidential nature of a recording, the practice operate a strict policy for the storage and retention of recordings. Recordings will be stored securely on an encrypted pendrive, and never for longer than 3 months. More details are available by asking at reception.

Shared Care Records

To support your care, and improve the sharing of relevant information to our partner organisations when they are involved in looking after you, we will share information to other NHS systems e.g. medication details for out of hours care. The general principle is that information is passed to these systems unless you request this does not happen, but that system users should ask for your consent before viewing your record.

How We Keep Your Information Confidential and Secure

We are committed to protecting your privacy and will only use information collected lawfully in accordance with the Data Protection Act 1998, Article 8 of the Human Rights Act, the Common Law of Confidentiality, The General Data Protection Regulation and the NHS Codes of Confidentiality and Security. Everyone working in, or for the NHS must use personal information in a secure and confidential way.

We will only every use or pass on your information if there is a genuine need to do so. We will not disclose information about you to third parties without your permission unless there are exceptional circumstances, such as when the law requires.

To protect your confidentiality, we will not normally disclose any medical information about you over the telephone, or by fax, unless we are sure that we are talking to you. This means that we will not disclose information to your family, friends, and colleagues about any medical matters at all, unless we know that we have your consent to do so.

We consider patient consent as being the key factor in dealing with your health information. 

Anyone Who Receives Information From Us Is Also Under A Legal Duty to Keep It Confidential and Secure

All staff in the Practice sign a confidentiality agreement that explicitly makes clear their duties in relation to personal health information and the consequences of breaching that duty.

Please be aware that your information will be accessed by non-clinical Practice staff in order to perform tasks enabling the functioning of the Practice. These are, but not limited to:

  • typing referral letters to hospital consultants or allied health professionals;
  • opening letters from hospitals and consultants;
  • scanning clinical letters, radiology reports and any other documents not available in electronic format;
  • photocopying or printing documents for referral to consultants;
  • handling, printing, photocopying and postage of medico legal and insurance reports and of associated documents.

    Right of Access to Your Health Information

    The Data Protection Act allows you to find out what information about you is held on computer and in manual records. This is known as “right of subject access” and applies to personal information held about you.  If you want to see the information about you that the Practice holds:

  • you will need to make a written request to the practice manager;
  • we are required to respond to you within one month;
  • you will need to give us adequate information (e.g. full name, address, date of birth) to enable us to identify you and provide the correct information.

    Who Else May Ask to Access Your Information

  • The Court can insist that we disclose medical records to them;
  • Solicitors often ask for medical reports. These will always be accompanied by your signed consent for us to disclose information. We will not normally release details about other people that are contained in your records (e.g. wife, children parents etc.) unless we also have their consent;
  • Social Services – The Benefits Agency and others may require medical reports on you from time to time. These will often be accompanied by your signed consent to disclose information. Failure to co-operate with these agencies can lead to loss of benefit or other support. However, if we have not received your signed consent we will not normally disclose information about you;
  • Insurance Companies frequently ask for medical reports on prospective clients. These are always accompanied by your signed consent form. We will only disclose the relevant medical as per your consent. You have the right, should you request it, to see reports prepared for Insurance Companies or employers before they are sent. We may contact you on receipt of a third party request to discuss your consent and clarify what will be shared.

    Sharing Your Information Without Consent

    We will normally ask you for your consent, but there are times when we may be required by law to share your information without your consent, for example:

  • Where there is a serious risk of harm or abuse to you or other people;
  • Where a serious crime, such as assault, is being investigated or where it could be prevented;
  • Where we encounter infectious diseases that may endanger the safety of others, such as meningitis or measles (but not sensitive information such as HIV/AIDS);
  • Where a formal Court Order has been issued;
  • Where there is a legal requirement.

    Changes To This Privacy Notice

    We keep our Privacy Notice under regular review. This Privacy Notice will be reviewed again in April 2019.

    Concerns About Sharing Your Information

    If you have any concerns about how we use or share your information, or you do not wish us to share your information, then please contact our Practice Manager.

    Complaints

    If you have a complaint about how your information is managed at the practice, please contact the Practice Manager. If you remain unhappy with the Practice’s response, you can complain to the Information Commissioner Office www.ico.gov.uk

    Change of Details

    It is important that you tell us if any of your details such as your name, address or telephone number 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 kept accurate and up to date for you.

Our Partnership with You

OUR RESPONSIBILITIES TO YOU

  • We are committed to giving you the best possible advice.
  • You will be treated as a partner in the care and attention you receive. You will be treated as an individual and will be given courtesy and respect at all times, irrespective of your ethnic origin, religious belief, personal attributes or the nature of your health problems.
  • Following discussion, you will receive the most appropriate care, given by suitably qualified people. No care or treatment will be given without your informed consent.
  • We will give you full information about the services we offer. Every effort will be made to ensure that you receive the information which directly affects your health and the care being offered.
  • People involved in your care will give you their names and ensure that you know how to contact them.
  • It is our job to give you treatment and advice. In the interest of your health it is important for you to understand all the information given to you.
  • We will arrange a home visit as appropriate for those patients who are too ill or infirm to be brought to the surgery.
  • We run an appointments system in this practice. You will be given a time at which the doctor or nurse hopes to be able to see you. Requests for home visits and same day appointments are triaged by our specially trained nurses, to ensure that you get the service that you need.
  • We will try to ensure that you are seen on time, but some consultations take longer than others and we have no way of knowing about this in advance. If there is a patient with an emergency or a serious problem, we will give them priority. When there is a prolonged delay, an explanation will be given by the receptionist.
  • We will provide you with information about how to make suggestions or complaints about the care we offer. We want to improve our services and we will therefore welcome any comments you have.
  • We will try to answer the phone promptly and to ensure that there is sufficient staff available to do this.
  • If you have undergone tests or x-rays ordered by the practice, we will inform you of the results at your next appointment. If no further appointment needs to be arranged, results are available by telephone after 2pm daily.
  • The practice will offer patients advice and information on:
  • Steps they can take to promote good health and avoid illness
  • Self-help which can be undertaken without reference to a doctor, in the case of minor ailments
  • If you are totally dissatisfied with us or the services we provide, you have the right at any time to leave our list and to register with another practice.

YOUR RESPONSIBILITIES TO US

  • Help us to help you.
  • Being a partner means that we have responsibilities to each other. We ask that you treat the doctors, all practice staff and their families with the same courtesy and respect.
  • In return we would ask you to try and follow the medical advice offered, and to take any medication as advised.
  • Please read our practice leaflet. This will help you to get the best out of the services we offer.
  • Please let us know if you change your name, address or telephone number. Due to the high cost of mobile telephone connections, we would rather use a landline wherever possible.
  • Please ask us questions if you are unsure of anything.
  • We need help too. Please ask for home visits by the doctor only when patients are too ill to visit the surgery.
  • Please do not ask for a home visit unless the patient cannot be brought to the surgery. In particular, most children can quite safely be brought to the surgery by car.
  • Please ensure that your request for a home visit reaches the surgery before 10.00am unless a genuine emergency arises later.
  • Outside surgery hours, NHS 24 provides cover for emergencies at all times, but please do not call out of hours unless about something which cannot wait until the next day. NHS 24 can be contacted on 111
  • Please do everything you can to keep appointments, tell us as soon as possible if you cannot, and be ready to tell us details of your past illnesses, medication, hospital admissions and any other relevant details.
  • Please try to be punctual. If you arrive later than your appointment time this may cause delays and inconvenience to other patients. Please ask for more than one appointment if you want more than one patient to be seen. If we are running late, please be patient, because on another occasion it might be you that needs the extra time. Please do not blame the receptionist.
  • Please try to be punctual. If you arrive later than your appointment time this may cause delays and inconvenience to other patients. Please ask for more than one appointment if you want more than one patient to be seen. If we are running late, please be patient, because on another occasion it might be you that needs the extra time. Please do not blame the receptionist.
  • Please keep your phone call brief and avoid calling during peak morning time (8 – 10.30am) for non-urgent matters.
  • Please call for results after 2pm as they are more likely to be available and the telephone lines are less busy.
  • You are responsible for your own health and that of your children and should take appropriate action and advice. There is advice for some common ailments in our practice leaflet.
  • We also have the right to have patients removed from our list. In general, we will only exercise this right in the case of patients who repeatedly and persistently ignore their own responsibilities to us and to other patients.
  • We will remove from our list immediately, patients who are violent or seriously abusive towards any of our health professionals or practice staff.

Patients’ Rights and Responsibilities

RIGHTS AND RESPONSIBILITIES

(reproduced from a leaflet issued by Tayside Health Council, Room 3004, East Day Home, Kings Cross Hospital, Clepington Road, Dundee DD3 8EA)

Tel: – 01382 740074 then enter ext. 71415;

e-mail tayside@scottishhealthcouncil.org

Users of the National Health Service have rights. The following explains what they are. They fall into three main categories.

  1. Legislated rights
  2. Guideline rights
  3. Patient responsibilities

1. LEGISLATED RIGHTS

Rights that have been written into law by means of Parliamentary Acts or Bills. (For example, Access to Health Records Act 1990). As a patient of the NHS you have 10 guaranteed, Legislated Rights.

  • You are entitled to receive health care on the basis of clinical need, regardless of your income.
  • You are entitled to be registered with a Medical Practice. If a Practice is unwilling to take you on his/her list, you should be given a written reason for this decision. Primary Care Services can arrange for you to be registered with a Practice. You are entitled to change your Practice at any time. You do not have to give a reason for your decision.
  • You are legally entitled to accept or refuse treatment as you see fit. This includes examinations, tests, diagnostic procedures, medication, operations, etc.
  • You can refuse to be examined or treated in the presence of medical students.
  • You can refuse to be involved in research trials. If you do not agree to be involved in research trials, you can withdraw at any time.
  • You are entitled to equal treatment regardless of race, gender, age or disability.
  • You have a right to information on GP Practices in your area and the services they provide. All practices must provide an information leaflet.
  • You are legally entitled to make a complaint about health services. Tayside Health Board can assist you with this. (Contact 0800 027 5507)
  • You have a right to confidentiality. Personal information about your health is confidential and should only be disclosed to those who need that information to provide you with effective treatment.

Access to your Health Records.

You have a legal entitlement to see health records. All records stored on computer can be accessed. You are entitled to copies of your records however a charge may be levied. If you wish to see your records you should apply in writing to the General Manager.

2. GUIDELINE RIGHTS

  • You are entitled to have reasonable access to high quality service and facilities.
  • You are entitled to information on what is wrong with you and the treatment options available. Ask questions. You should be given truthful, clear answers.
  • You are entitled to ask for a second opinion on your diagnosis or treatment.

You can ask to have someone with you (friend, relative, interpreter) at any time. You may find this beneficial, particularly if you are asking questions or need moral support.

Human Rights

It is your right to be treated as a human being by another human being and as they would wish to be treated themselves, i.e. with dignity, politeness, respect and consideration. These may not necessarily be covered legally or even be contained in guidelines, but human rights will come into many of the areas mentioned above and are certainly just as important.

Consent

A doctor, nurse, or anyone else looking after your health, has to have your agreement before they can examine or treat you. This policy applies to both children and adults. For more information on consent, the rights of children and parents/guardians, ask for a leaflet from reception or go to: http://www.hris.org.uk/

3. PATIENT RESPONSIBILITIES

Patients, too, have certain responsibilities:

  • Keeping appointments. Please try to arrive on time. If you are unable to attend an appointment, please inform the clinic or surgery in good time. Address. If you move house, change address or telephone number, or the postcode is changed, please inform your GP Practice or outpatient clinic.
  • Treat all healthcare staff in a reasonable, courteous manner.
  • Use emergency services in a responsible manner. Please use the out-of-hours services for emergencies only and not for routine care.
  • Take care with medicines. Medicines are for one person only and should not be shared. Keep them safely away from children and in the original container. Take any unwanted medicines to a chemist for safe disposal.

The practice boundary is detailed in an OS map available by clicking here

A GP Practice boundary defines the area in which the Practice operates and these boundaries evolve over time as local populations and demographics change.  GP Practices therefore need to be responsive in appropriately managing capacity issues and changing circumstances whenever it is necessary to do so, to enable them to continue to manage their list and meet their contractual obligations under the terms of the NHS (General Medical Services Contracts) (Scotland) Regulations 2004 as amended.

Therefore, when patients move out with the practice boundary they are removed from their list.

Although we changed our boundary in June 2017 in response to changing local populations and demographics, the expectation was that patients who were currently registered with us, and out with the new boundary area, would not have to re-register with a new practice. If however a patient in this category moves house, and their new home is still out with the new practice boundary, then they would have to re-register with a new practice. If the patient moves to a new home within the new boundary then they could remain registered with the practice.

We fully understand that it may be unsettling for patients to be asked to move to another practice, and the Primary Care Services Department can provide further advice on the transfer arrangements and the process to ensure you continue to have local access to medical services which meet your healthcare needs.  If you have any queries please do not hesitate to call the Primary Care Services Department  on 01382 424176 or e-mail them on primarycareservices.tayside@nhs.net.

 

Freedom of Information

The practice complies with Data Protection and Access to Medical Records legislation. Identifiable information about you will be shared with others in the following circumstances:

  1. To provide further medical treatment for you e.g. from district nurses and hospital services.
  2. To help you get other services e.g. from the social work department. This requires your consent.
  3. When we have a duty to others e.g. in child protection cases.
  4. Anonymous patient information will also be used at local and national level to help the Health Board and Government plan services e.g. for diabetic care. If you do not wish anonymous information about you to be used in such a way, please let us know.
  5. When the surgery is closed NHS 24 or Accident and Emergency can access your Emergency Care Summary. Please tell the surgery if you do not want your summary accessed by the emergency care.

Freedom of Information Publication Scheme

Freedom of Information Act Poster

Confidentiality

In order to comply fully with the Data Protection Act 1998 (DPA98), we need to make sure that our patients are aware of how we handle their medical records, both as paper files and electronic databases.

Please read the rest of this leaflet in order better to understand how we use medical information.

Medical Files

Doctors need to keep notes about any diagnoses, test results, treatments, including drugs prescriptions, etc. to provide better healthcare in the future, and also in case of legal dispute.

These notes are usually paper files, stored in a records room, but are now often held as electronic records, which are more flexible and easily found, but raise new issues of security and confidentiality.

Nurses and other health professionals may also need access to these records, and will add their own notes as part of the overall healthcare provision. Secretaries, receptionists, and other clerical staff will need access to some of the records in order to do administrative tasks, such as: booking appointments and communicating with patients and other parts of the NHS. Many patients would not be aware of this.

We provide information by law (e.g. the Communicable Diseases Act I978 – to prevent the outbreak of certain highly contagious diseases) to protect patients and the public at large.

How we protect the information

The sensitivity of patient information should be well understood within the NHS. All staff and contractors are trained to understand their duty of confidentiality to patients, and have this written in their contracts.

We keep paper and electronic records securely to prevent unauthorised access or misuse.

Wherever practicable, we also remove references to personal details such as name and address, and often restrict it further to reduce the chances of anyone identifying a record as relating to an individual.

Staff Relatives and Friends

We have the ability to limit access to individual medical records. This means that the doctor can only access your medical information. Please discuss this with the doctor.

Activity and Accounting information

In order to manage the NHS, information concerning treatments, drugs prescribed, numbers of patients seen, etc. is needed, and hospitals and general practices provide this information in returns to various central bodies.

Such information normally has personal details such as name and address removed wherever possible.

These returns are checked against patient files to prevent fraud as part of the NHS’s statutory obligations. NHS Fraud Office will contact patients to get their consent before records are checked.

Planning

We need to be able to plan ahead about treatments patient numbers, etc., but this uses summary information, not personal information.

Medical research

Some medical research will involve patients directly (especially if taking part in clinical trials) when the circumstances will be fully explained, and the patent’s express consent required. If they do not consent, then they will not he included in the trial.

Other research only requires access to medical statistics, and can greatly improve our understanding of health, and how to treat patents more effectively.

Generally, researchers only need information about groups of people, so that no individual information is apparent. In some cases, they need individual records, but wherever possible these are provided in an ‘anonymised’ form (so individuals cannot be identified).

If researchers need access to individual medical files, then we will contact patents first for their consent (and before this the researchers must present their case before an Ethics Committee to check that their research is appropriate and worthwhile).

Rarely, it may not be practicable (or even possible) to contact individuals for their consent, in which case the researchers must make their case before a Confidentiality Committee to show that there is enough benefit to the public at large to justify this.

Teaching

Some medical files are needed to teach student clinicians about rare cases.

Managing the data

We need to move electronic information between systems, extracting the data and modifying it for the next system.

Occasionally, tests will need to be made on the data to check that it has been transferred correctly. This will only be done under carefully controlled confidentiality.

Other Agencies

The NHS is not the only government service to provide care, e.g. Social Services, and it will be necessary for us to provide other agencies with appropriate information, but only with patients’ express consent (or that of their relatives if the patent is too ill).

Reference: Donovan C, Hadley A, Jones M, Martin J, Mawer C, McPherson A, Romano-Critchley G. Confidentiality and Young People. Royal College of General Practitioners and Brook. London. 2000

Complaints Procedure

We operate a practice complaints procedure as part of the NHS systems for dealing with complaints.

If you have a problem with any of the services or staff please contact the practice manager or pick up a Practice Complaints Leaflet at reception. A copy of our complaints procedure is also available by clicking the link below. Our Practice Complaints Leaflet gives you all the information you need about making a complaint, and also explains what happens when a complaint is received by the practice.

Please do not complain to Tayside Health Board directly as they will not deal with the complaint and will pass it back to the practice for internal investigation.

Still Unhappy?

If you are still unhappy after the Practice Complaint procedure has been exhausted, you can ask the Scottish Public Services Ombudsman investigate your case.

The Ombudsman is totally independent of both the NHS and the Government. As well as complaints about NHS services, he can look into any misgivings you may have about how the complaints procedure itself is working.

Please remember, however, that the Ombudsman is not obliged to investigate every complaint made to him and in general he will not take on a case which is being dealt with by the courts.

He can be contacted in writing or by phone at:

The Scottish Public Services Ombudsman,          OR        Freepost SPSO
Bridgeside House,
99 McDonald Road,
Edinburgh.
EH7 4NS
Telephone: 0800 377 7330

Website address is www.spso.org.uk

A detailed copy of our complaints Procedure is available for download – Practice Complaints Leaflet

Violence Statement

The practice considers aggressive behaviour to be any personal, abusive and/or aggressive comments, cursing and/or swearing, physical contact and/or aggressive gestures.

The practice will request the removal of any patient from the practice list who is aggressive or abusive towards a doctor, member of staff, other patient, or who damages property. All instances of actual physical abuse on any doctor or member of staff, by a patient or their relatives will be reported to the police as an assault. In the rare event of a patient being violent or threateningly abusive to staff or other people in the surgery, we may call the police, and we may ask the Health Board to remove you from our list.

There is a special GP practice in the city to which violent patients will be referred.

 

Green Practice Perth

Green Practice

Whitefriars Surgery
Whitefriars Street
PERTH
PH1 1PP

Email us

Contact Information

Reception  Reception: 01738 627912

Prescriptions Prescriptions: 01738 620012

District Nurses District Nurses: 01738 473317 (Message Service Only)

Health Visitors Health Visitors: 01738 445 173

Patient Transport Service

0300 123 1236

For more information visit:

www.scottishambulance.com

To cancel a transport request call:

0800 389 1333

between 9:00am and 5:00pm Monday to Friday