Access to Records
In accordance with the Data Protection Act 2018 and Access to Health Records Act, patients may request to see their medical records. Such requests should be made through the practice manager and may be subject to an administration charge.
No information will be released without the patient consent unless we are legally obliged to do so.
Care Quality Commission
The Care Quality Commission (CQC) makes sure hospitals, care homes, dental and GP surgeries, and all other care services in England provide people with safe, effective, compassionate and high-quality care, and encourages them to make improvements where possible.
They do this by inspecting services and publishing the results on their website: www.cqc.org.uk
You can use the results to help you make better decisions about the care you, or someone you care for, receives.
Our CQC Inspection
Our practice is inspected by the Care Quality Commission (CQC) to ensure we are meeting essential standards of quality and safety.
The following report provides a summary of the results of the latest checks carried out by the CQC.
All patients are entitled to have a chaperone present for any consultation.
Please let us know at the time of requesting an appointment or speak to your GP.
Clinical Commissioning Group
We are a part of Norfolk and Waveney Clinical Commissioning Group (CCG), which was officially formed on 1st April 2020 as a result of the NHS England approved merger between Norwich CCG, North Norfolk CCG, South Norfolk CCG, West Norfolk CCG, and Great Yarmouth and Waveney CCG.
The Norfolk and Waveney CCG are responsible for planning and buying local health services. This process is known as commissioning. They serve a population of 1.1 million people with a budget for healthcare of £1.6 billion. The CCG work with patients, healthcare professionals, local communities and councils to make sure the right services are in place.
For more information about what they do you can visit the Norfolk and Waveney Clinical Commissioning Group (CCG) website.
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 contact us.
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.
Electronic Patient Records
For a number of years, work has been ongoing to improve the way that medical records are made available to treating clinicians. Our main computer system is called SystmOne which has the advantage of enabling information to be shared between certain health professionals, and where necessary their support staff.
Enhanced data sharing model (EDSM) enables us, with your consent, to share your medical records with those in the NHS who are involved in your care. NHS staff can only access shared information if they are involved in your care and records are kept showing who has accessed your medical records.
As the scheme has been designed to enhance patient care you have been automatically opted in.
For some time we have shared information for children for child protection reasons and also for patients under the care of the district nursing team. This has helped clinicians to make decisions based upon a wider knowledge of the patient and also helps to reduce the number of times that patients or family members are asked the same question. In short it assists clinicians to provide more ‘joined up care’.
Who can see my records?
EDSM allows clinicians treating you, who have access to SystmOne to view and in some cases update your medical records. Locally this includes the walk-in centre, many departments at local hospitals (including A&E) and community services, such as the district nursing team. It is anticipated that over time more health services will be able to benefit from EDSM.
Clinicians outside of the surgery who wish to access your medical records will ask for your consent to do so and will need to have been issued with a NHS smartcard. This is a chip and pin card – similar to a bank card.
Can I opt out or pick and choose who sees my record?
Yes, you can. Under EDSM there are two levels of consent. The first is to agree to sharing your medical records out. This is your agreement that records maintained by your GP can be seen, subject to your authority at the time, by clinicians working outside of the surgery. The second is agreeing to share your records in. This means that your GP can see the records made by other health professionals who have access to EDSM.
However, as the treating clinician needs to ask your permission to see your records at the beginning of each period of care you are in control of who can see your medical information.
If you wish to opt out, please use our Ask Reception a Question form.
What if there is a matter that I want to stay between me and my doctor?
You can ask for any consultation to be marked as private, this means that viewing is restricted to the surgery, but allows the rest of the record to be viewed by whoever else is treating you. It is your responsibility to ask for a consultation to be marked as private.
Can I change my mind?
Yes, you can always change your mind and amend who you consent to see your records. For instance you can decline to share your records out from the surgery, but if you build up a relationship with the physiotherapist who is treating you and they asked you if they could look at an x-ray report, you could give your consent at that point for them to view your records. You will be referred back to us to change your preference, so the physio treating won’t be able to see your records instantly, but should be able to by, the next time of your next appointment.
If I decline what happens in an emergency?
In the event of a medical emergency, for instance if you were taken unconscious to A&E, and the clinician treating you feels it is important to be able to see your medical records he is able to override any consents set.
However, the doctor has to give a written reason for doing so. Where this happens an audit is undertaken by the local Caldicott Guardian (the person with overall responsibility for data protection compliance).
Can anyone else see my medical records?
On a daily basis, we get requests from insurance companies to either have copies of medical records or excerpts from patients’ medical records. This requires your signed consent.
Occasionally we are asked for information from the medical records for legal reasons and we will only provide information when legally required to do so.
If you are travelling abroad, please note our policy has now changed.
Any patients travelling abroad are now to contact the practice requesting an up to date copy of your vaccination history. You will then be required to contact a private travel clinic who will assess what vaccinations you may require. Details of local private travel clinics can be found online.
Written confirmation of any required NHS vaccinations will be required prior to booking an appointment with our nursing team.
We require 8 weeks notice prior to date of your departure in line with NHS guidance.
Which travel vaccines are free?
The following travel vaccines are available free on the NHS if your GP practice is signed up to provide vaccination (immunisation) services.
- polio (given as a combined diphtheria/tetanus/polio jab)
- hepatitis A
These vaccines are free because they protect against diseases thought to represent the greatest risk to public health if they were brought into the country.
Which travel vaccines will I have to pay for?
You’ll have to pay for travel vaccinations against:
- hepatitis B
- Japanese encephalitis
- meningitis vaccines
- tick-borne encephalitis
- tuberculosis (TB)
- yellow fever
Yellow fever vaccines are only available from designated centres.
The cost of travel vaccines that are not available on the NHS will vary, depending on the vaccine and number of doses you need.
Please visit www.nhs.uk/travel-vaccinations for more information.
Freedom of Information
Information about the GPs 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.
For more information, please review the Information Commissioner’s Office guide on the Freedom of Information Act 2000.
Please read about how your information is being used for COVID-19 research.
Please be aware that we may use new providers or suppliers to help us quickly adapt during the outbreak and to continue your care effectively. For example, we may use a new provider for video consultations. We may not be able to add these to our transparency materials right away, and we apologise for this but please be assured that all of our processors are bound by contract to protect your data.
During COVID-19 we may ask you to send a photograph of your bruise or skin condition that you are concerned about whilst we conduct virtual consultations. This photograph will be used by the clinician to determine any medical treatment necessary and will be added to your medical record.
Please note that as this is sent via email, it may not be secure and we therefore ask that you only include your NHS number alongside your photograph in the email. The photograph should only be of the area requested and no other person should be visible in the shot.
Your practice takes privacy seriously and we want to provide you with information about your rights, who we share your information with and how we keep it secure.
Please use the links below to find more information about the practice and data protection.
- Provider Processors
- Our Data Protection Videos
- Your Information
- Children and Young People
- What We Do with Your Information
- What Else Do We Use Your Information For?
- Sharing When Required by Law
- Information Rights
- Case Finding and Profiling
- Norfolk Sharing Partners
- Information Technology
- Keeping Your Information Safe
- How Long Do We Keep Your Information?
- Our Use of Telephone Recording
- Our Use of Eclipse
- Norfolk Primary Care Networks
Information coming soon.
Healthwatch Norfolk is the independent voice for patient and service users in the county. They collect public views of health and social care services and make sure they are heard by people in charge.
The people who fund and provide services have to listen to patients, through local Healthwatch organisations. So, whether you have had a good or bad experience, your views can help to make changes to services in Norfolk.
Healthwatch Norfolk’s work covers all areas of health and social care, including GPs, hospitals, dentists, care homes, pharmacies, opticians and more. Join the conversation by sharing your experience or take a look at how you can get involved.
The organisation also provide information about the health and care services available in Norfolk and direct people to someone who can help.
There are lots of ways to share your experience about health and social care services with Healthwatch Norfolk, so everyone has the same chance to be heard. You can leave feedback directly via their feedback centre, contact them directly on 01953 856029 or by emailing [email protected].
Join the conversation today and get involved to help us make a difference!
We aim to provide the best possible service to our patients.
The care of your health is a partnership between yourself and the primary healthcare team. The success of that partnership depends on an understanding of each other’s needs and cooperation between us.
Our responsibility to you
- You will be greeted courteously.
- You have a right to confidentiality.
- You have the right to see your medical records subject to the limitations of the law.
- You will be seen the same day if your problem is urgent.
- You will be seen by your own doctor whenever possible.
- You will be informed if there will be a significant delay for your appointment.
- You will be referred to a consultant when your GP thinks it necessary.
- You will be given the result of any test or investigation through an online Test Results Request or at your next appointment.
- Your repeat prescription request will be ready for collection within 48 working hours of your request.
- Your suggestions, comments and complaints about the services offered will be considered sympathetically and any complaint dealt with quickly.
Your responsibility to us
- Please treat all surgery staff with respect.
- Do not ask for information about anyone other than yourself.
- Please tell us of any change of personal details, so that our records are accurate.
- Only request an urgent appointment if appropriate. Home visits should only be requested if you are really too ill to attend surgery.
- Please cancel your appointment if you are unable to attend.
- Please be punctual, but please be prepared to wait if your own consultation is delayed by an unexpected emergency or a patient requiring a more complex consultation than expected.
- Please allow sufficient time for your consultant’s letter or the results of any tests to reach us.
- You will be advised of the usual length of time to wait.
- Use the tear off slip to request your repeat prescription whenever possible.
- Please attend for review, when asked, before your next prescription is due.
- Do let us know whenever you feel we have not met our responsibility to you. We would, of course, be pleased to hear when you feel praise is due as well. Patients can provide this using our Feedback triage.
Suggestions, Comments and Complaints
If you would like to submit a suggestion or comment, please use our online Feedback Form
Most problems can be sorted out quickly and easily, often at the time they arise with the person concerned and this may be the approach you try first.
Where you are not able to resolve your complaint in this way and wish to make a formal complaint you should do so, preferably in writing as soon as possible after the event and ideally within a few days, as this helps us to establish what happened more easily.
In any event, this should be:
- Within 12 months of the incident.
- Within 12 months of you discovering the incident, giving as much detail as you can.
If you are a registered patient you can complain about your own care. You are unable to complain about someone else’s treatment without their written authority.
Send your written complaint to:
The Practice Manager
The Taverham Partnership
What we do next
We look to settle complaints as soon as possible. We will acknowledge receipt within 3 working days, and aim to have looked into the matter within 10 working days. You may then receive a formal reply in writing, or you may be invited to meet with the person(s) concerned to attempt to resolve the issue. If the matter is likely to take longer than this we will let you know, and keep you informed as the investigation progresses.
When looking into a complaint we attempt to see what happened and why, to see if there is something we can learn from this, and make it possible for you to discuss the issue with those involved if you would like to do so.
When the investigations are complete your complaint will be determined and a final response sent to you.
Where your complaint involves more than one organisation (e.g. social services) we will liaise with that organisation so that you receive one coordinated reply. We may need your consent to do this. Where your complaint has been sent initially to an incorrect organisation, we may seek your consent to forward this to the correct person to deal with.
The final response letter will include details of the result of your complaint and also your right to escalate the matter further if you remain dissatisfied with the response.
Complaining on behalf of someone else
We keep to the strict rules of medical and personal confidentiality. If you wish to make a complaint and are not the patient involved, we will require the written consent of the patient to confirm that they are unhappy with their treatment and that we can deal with someone else about it.
Please ask at reception for a complaints form which contains a suitable authority for the patient to sign to enable the complaint to proceed.
Where the patient is incapable of providing consent due to illness or accident it may still be possible to deal with the complaint. Please provide the precise details of the circumstances which prevent this in your covering letter.
Please note that we are unable to discuss any issue relating to someone else without their express permission, which must be in writing, unless the circumstances above apply.
We may still need to correspond direct with the patient, or may be able to deal direct with the third party, and this depends on the wording of the authority provided.
If you are dissatisfied with the outcome
You may approach The Health and Social Care Information Centre, NHS England for help or advice.
The Health and Social Care Information Centre, provide confidential advice and support, helping you to sort out any concerns you may have about the care we provide, guiding you through the different services available from the NHS.
The Health and Social Care Information Centre
PO BOX 16738
Telephone: 0300 311 2233
Email: [email protected]
You also have the right to approach the Health Service Ombudsman. The contact details are:
The Parliamentary and Health Service Ombudsman
Telephone: 0345 0154033
The practice complaints manager is John Isherwood, practice manager.
Summary Care Records
If you would like to OPT-OUT of a summary care record you can do this online – Click Here
There is a 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. Over time it will build to include information about other health issues considered important to your wellbeing.
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 asking the surgery directly.
Enhanced summary care record
If you wanted to ‘enhance’ your record it would include the following information:
- Significant medical history (past and present)
- Reason for medication
- Anticipatory care information (important in the management of long term conditions)
- Communication preferences
- End of life care information
You can opt in for an enhanced summary care record at any time.
Children under the age Of 16
Patients under 16 years will have an enhanced summary care record created for them unless their GP surgery is advised otherwise. If you are the parent or guardian of a child under 16 then you should make this information available to them if they are old enough to decide for themselves if they want a summary care record.
Whatever you decide, you can change your mind at any time.
If you are a family member or carer of a person and you have concerns that they may not have the mental capability to make this decision, please contact us and let us know.
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 the Summary Care Record Opt Out form.
For further information, please visit the HSCIC Website.
Text Message Reminders
You can register to receive information by text message on your phone regarding appointments and healthcare.
If you wish to register for this messaging service, please let the practice know or indicate your consent when requesting an appointment.
If we are sending messages about recommended treatment for the management of a specific health issue, then this is defined as providing appropriate care for patients, not marketing purposes.
If you would like to opt out of any future contact via text messaging, please let us know.
The NHS operates 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.