Complaints
We encourage all those with a concern to contact us at Oakeswell Health Centre in the first instance so that we can provide support to resolve the issue. You can do so by:
Telephone – 0121 505 0200 (ideally avoiding peak hours between 8am-10am)
Email – secretaries.m88007@nhs.net
Writing to us – Practice Manager, Oakeswell Health Centre, Brunswick Park Road, WS109HP.
However, you can choose to contact the Black Country Integrated Care Board (ICB), Time to Talk Team by:
Complaint form: Complaint Form :: Black Country ICB
Post: Time2Talk, NHS Black Country Integrated Care Board (ICB) Civic Centre, St Peter’s Square, Wolverhampton, WV1 1SH
Website: https://blackcountry.icb.nhs.uk/have-your-say/time-2-talk.
Confidentiality & Medical Records
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:
- To provide further medical treatment for you e.g. from district nurses and hospital services.
- To help you get other services e.g. from the social work department. This requires your consent.
- When we have a duty to others e.g. in child protection cases anonymised 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.
Reception and administration staff require access to your medical records in order to do their jobs. These members of staff are bound by the same rules of confidentiality as the medical staff.
Freedom of Information
Information about the General Practitioners and the practice required for disclosure under this act can be made available to the public. All requests for such information should be made to the practice manager.
Access to Records
In accordance with the Data Protection Act 1998 and Access to Health Records Act, patients may request to see their medical records.
No information will be released without the patient consent unless we are legally obliged to do so.
Data Choices
Your Data Matters to the NHS
Information about your health and care helps us to improve your individual care, speed up diagnosis, plan your local services and research new treatments. The NHS is committed to keeping patient information safe and always being clear about how it is used.
How your data is used
Information about your individual care such as treatment and diagnosis is collected about you whenever you use health and care services. It is also used to help us and other organisations for research and planning such as research into new treatments, deciding where to put GP clinics and planning for the number of doctors and nurses in your local hospital.
It is only used in this way when there is a clear legal basis to use the information to help improve health and care for you, your family and future generations.
Wherever possible we try to use data that does not identify you, but sometimes it is necessary to use your confidential patient information.
You have a choice
You do not need to do anything if you are happy about how your information is used. If you do not want your confidential patient information to be used for research and planning, you can choose to opt out securely online or through a telephone service. You can change your mind about your choice at any time.
Will choosing this opt-out affect your care and treatment?
No, choosing to opt out will not affect how information is used to support your care and treatment. You will still be invited for screening services, such as screenings for bowel cancer.
What do you need to do?
If you are happy for your confidential patient information to be used for research and planning, you do not need to do anything.
To find out more about the benefits of data sharing, how data is protected, or to make/change your opt-out choice visit www.nhs.uk/your-nhs-data-matters.
General Practice Transparency Notice for GPES Data for Pandemic Planning and Research (COVID-19)
This Practice is supporting vital coronavirus (COVID-19) planning and research by sharing your data with NHS Digital.
The health and social care system is facing significant pressures due to the coronavirus (COVID-19) outbreak. Health and care information is essential to deliver care to individuals, to support health, social care and other public services and to protect public health. Information will also be vital in researching, monitoring, tracking and managing the coronavirus outbreak.
In the current emergency it has become even more important to share health and care information across relevant organisations. This practice is supporting vital coronavirus planning and research by sharing your data with NHS Digital, the national safe haven for health and social care data in England.
Data Protection Privacy Notice
Data Protection Privacy Notice for Employees
Please view our Data Protection Privacy Notice for Practice Staff here.
GDPR
Please view our GDPR information leaflet here.
GP Net Earnings
NHS England require all GP Practices to declare the mean earnings for GP’s working to deliver NHS services to patients at each practice and the required disclosure is shown below.
However it should be noted that the prescribed method for calculating earnings is potentially misleading because it takes no account of how much time doctors spend working in the practice, and should not be used to form any judgement about GP earnings, nor to make any comparison with any other practice.
The gross average earnings for the practice in the year ending March 2022 was £402,262. The expenditure was £210,746 leaving the average income before tax at £191,516.
Named GP
The practice is required by the Government under the terms of the latest GP contract to allocate all patients a named accountable GP.
Individual patients will be informed of their named accountable GP at the first appropriate interaction with the practice.
For convenience if you have a medical card your accountable GP will be the named doctor you are registered with. Patients registering over the last 2-3 years will not have received a medical card as these are no longer routinely sent when registering with a new GP.
However, the practice does keep a record of your registered (accountable) GP. If you wish to be told the name of your accountable GP, please ask the receptionists when you are next in the surgery.
Please note: there is no need to telephone the practice for this information.
Where a patient expresses a preference as to which GP they have been assigned, the practice will make reasonable efforts to accommodate this request.
Having a named GP does not prevent you seeing any other doctor in the practice. Your named GP will not be available at all times and if your needs are urgent, you may need to discuss them with an alternative doctor. The practice is required by the Government under the terms of the latest GP contract to allocate all patients a named accountable GP.
National Opt-Out Facility
Please view the information sheet on ‘opting-out’ here.
Patients’ Responsibilities
Patients Have Responsibilities as Well as Rights
- Please remember to treat our staff in a polite and courteous manner.
- Our health centre is governed by current health & safety, fire regulations, please act in a responsible and safe way at all times whilst on surgery premises – taking part in fire safety drills as appropriate & keep children under proper control.
- Be punctual when attending the surgery.
- Try not to miss your appointment – if it is unavoidable, let us know as soon as possible during the working day.
- If you want an appointment on the same day, please contact reception as soon as possible.
- Requests for a home visit should wherever possible be made before 10.30am. Please ask for a home visit only when you are unable to attend the Surgery due to health reasons.
- Let the practice know of any changes in name/address or other relevant details as soon as possible. This includes changes to your telephone number. (Many change to cable and do not tell us).
- Be honest with your doctor and other medical staff and be ready to give relevant details. If you have any questions – ASK.
- Give a minimum of 48 hours notice for a repeat prescription. DO NOT LEAVE IT UNTIL THE LAST MINUTE.
- Please make separate appointments for each member of your family needing to see the doctor or nurse.
- Please be aware of the importance of the Code of practice. Please play your part and assist in the smooth running of the Surgery. Please understand the difficulties and pressures encountered in a busy practice, and respond positively to surveys/questionnaires aimed at improving services.
Practice Privacy Notice
Please view our Practice Privacy Notice here.
Proxy Access
Oakeswell Health Centre has a number of patients who book their appointments, request repeat medication and can view certain parts of their medical records online. Patient Access have now improved their system to allow parents and Carers to be authorised to all of the above-mentioned functions for children or the people they care for.
Any patient or Carer wishing to have proxy access will need to sign up to this service by completing a form available at the practice Reception.
Summary Care Record
There is a new Central NHS Computer System called the Summary Care Record (SCR). It is an electronic record which contains information about the medicines you take, allergies you suffer from and any bad reactions to medicines you have had.
Why do I need a Summary Care Record?
Storing information in one place makes it easier for healthcare staff to treat you in an emergency, or when your GP practice is closed.
This information could make a difference to how a doctor decides to care for you, for example which medicines they choose to prescribe for you.
Who can see it?
Only healthcare staff involved in your care can see your Summary Care Record.
How do I know if I have one?
Over half of the population of England now have a Summary Care Record. You can find out whether Summary Care Records have come to your area by looking at our interactive map or by asking your GP
Do I have to have one?
No, it is not compulsory. If you choose to opt out of the scheme, then you will need to complete a form and bring it along to the surgery. You can use the form on the Summary Care Records page (linked at the foot of this page).
More Information
For further information visit the NHS Health Records page, and the NHS Summary Care Records page.
Violence Policy
The NHS operate a zero tolerance policy with regard to violence and abuse and the practice has the right to remove violent patients from the list with immediate effect in order to safeguard practice staff, patients and other persons. Violence in this context includes actual or threatened physical violence or verbal abuse which leads to fear for a person’s safety.
In this situation we will notify the patient in writing of their removal from the list and record in the patient’s medical records the fact of the removal and the circumstances leading to it.
Your Rights
Your Rights to General Medical Services
- Be registered with a general practice.
- Receive emergency care during in-hours via an appropriate health professional.
- Have appropriate drugs and medicine prescribed.
- Upon joining a practice list for the first time a health check is offered by a health professional.
- Be referred to an appropriate consultant acceptable to you when a doctor of the practice thinks it necessary.
- Being referred for a second opinion if both a doctor of the practice and yourself agree.
- You must understand that practice staff have a duty to keep patient records strictly confidential.
- Access to your medical records will be allowed in accordance with current legislation.
- Have a choice as to whether to take part in medical research/medical student training.
- Receive a prompt reply to any complaints received.
- Have access to a copy of the practice booklet.