Practice Policies & Patient Information
Confidentiality
All staff employed or involved in providing services on behalf of the practice are bound by a strict duty of confidentiality. The information you provide us or we obtain about you will only be shared with healthcare professionals that are directly or indirectly involved in your healthcare. No third parties including your relatives, carers or friends will be allowed access to the information we hold about you unless we have your prior consent.
Equality and Diversity Statement for Selly Park Surgery
At Selly Park Surgery, we are committed to fostering an environment that embraces equality and diversity. We believe that every individual has the right to receive high-quality healthcare services in a setting that respects and values their unique characteristics and experiences.
Our Commitment to Equality and Diversity:
1. Inclusive Care:
· We strive to provide healthcare services that are accessible and inclusive for all members of our community, regardless of age, gender, ethnicity, disability, sexual orientation, religion, or socio-economic status.
· Our practice is dedicated to understanding and addressing the diverse needs of our patients, ensuring that everyone receives personalised and respectful care.
2. Respect and Dignity:
· We treat all patients, staff, and visitors with respect and dignity, fostering a welcoming and supportive environment where everyone feels valued and heard.
· Our commitment to respect and dignity extends to all aspects of our practice, from clinical care to administrative processes.
3. Workforce Diversity:
· We are committed to promoting diversity within our workforce, recognising that a diverse team brings a wealth of perspectives and experiences that enhance our ability to deliver exceptional care.
· Our recruitment and employment practices are designed to ensure equal opportunities for all, free from discrimination or bias.
4. Continuous Learning:
· We invest in ongoing training and development for our staff to ensure they are equipped with the knowledge and skills to deliver culturally competent care.
· Our practice is committed to continuous learning and improvement, regularly reviewing our policies and practices to ensure they align with best practices in equality and diversity.
5. Community Engagement:
· We actively engage with local community groups and organisations to better understand and address the diverse needs of our population.
· Our collaborative efforts help promote health equity and reduce disparities in healthcare access and outcomes.
Conclusion:
Selly Park Surgery is dedicated to promoting equality and diversity in all aspects of our practice. By embracing inclusivity and respecting the unique characteristics of each individual, we aim to create a healthcare environment that is welcoming, supportive, and equitable for all.
Equality Statement
The practice’s patients, staff and affiliated resources consist of a varied demographic. Whether you are receiving services we provide or are involved in providing the services we offer, the practice will treat all people equally and not discriminate on the grounds of race, gender, social class, age, religion, sexual orientation, appearance, disability or medical condition.
The practice takes its commitment to the above statement very seriously and therefore if you feel that you have been discriminated against in any way please contact us via our Contact Number 0121 472 0187
Make a complaint
We always try to give you the best service possible, but there may be times when you feel this has not happened. This page aims to explain what to do if you have a complaint about the service you have received from the doctors or any member of staff within this practice.
Surgery complaints procedure
Our practice procedure is not able to deal with questions of legal liability or compensation. We hope you will use it to allow us to look into and, if necessary, put right any problems you have identified or mistakes that have been made.
At Selly Park Surgery we aim to give you a quick but thorough response, which answers your concerns properly. We aim to solve all problems at a practice level (Local Resolution).
If you use this procedure it will not affect your right to complain to the The ICB Patient Experience Team or any other Parliamentary or Health Service Ombudsman, if you feel that a local resolution has not been achieved or local resolution is not appropriate for the complaint matter. The appropriate contact telephone numbers for these services can be found below.
Who can complain?
Anyone who is receiving or has received NHS treatment can complain. In the event that the complainant is a child, the parent / guardian can complain on their behalf. Where a patient has died, a complaint can be made by a relative or person that had an interest in the deceased’s welfare.
If you feel that you are not able to make a complaint in person, you can nominate a person to complain on your behalf.
Please note that we have to respect our duty of confidentiality to patients and a patient’s consent will therefore be required if a complaint is not made by that patient in person.
How to complain
The practice has a complaints/suggestions form which is available from reception.
All complaints or suggestions about improving our service are always willingly received. Any patient wishing to be anonymous may write their message and place it in the locked box provided for this purpose in the corridor.
Any formal complaint can be discussed confidentially with our practice manager or with any of the doctors. On request we can provide you with a copy of our formal complaints procedure.
Ensure complaints are made within the specified time limits:
Please notify the surgery of any complaint as soon as possible in order for us to address any issues and improve our service for other patients. Please note, however, that the latest that a complaint should be made is:
- Within 12 months of the incident that caused the problem
- Within 12 months of discovering that you have a problem provided this is within 12 months of the incident.
Our obligations to you
Upon receiving a complaint we will seek to:
- Acknowledge your complaint within 3 working days of receipt
- Inform you of the outcome of the complaint within 28 working days of the original date that the complaint was received.
Outcomes of the complaint
In carrying out this procedure we aim to address your concerns fully, provide you with an explanation and undertaken any necessary actions.
We hope that at the end of the process you feel that we have dealt with the matter thoroughly, however, if this is not the case and you wish to continue with your complaint, we will direct you to the appropriate authorities who will be able to help you. If you still remain dissatisfied once the practice based complaints procedure has been fully utilised you have the right to request an independent review of your complaint by contacting The Patient Experience Team. You should do this within six months of the end of ‘local resolution’
Further Contacts
The Patient Experience Team (BSOL ICB)
- Email for complaints and patient enquiries: bsol.patientexperience@nhs.net
- Call: 0121 203 3313
Healthwatch Birmingham 0800 652 5278
Parliamentary and Health Service Ombudsman 0345 015 4033
Complaints against hospitals or other organisations
If you are unhappy with the service that you have received from a hospital or clinic the practice is unable to comment on this. You will need to contact the hospital or department that has provided your treatment or alternatively each hospital has a Patient Advice and Liaison Service department. Please find the telephone numbers below for our local PALS departments:
Birmingham Women’s Hospital: 0121 335 8226
Birmingham Children’s Hospital:0121 333 8505
Birmingham Community Healthcare Trust: 0800 917 2855
Birmingham and Solihull Mental Health Trust: 0800 953 0045
Royal Orthopaedic Hospital: 0121 685 4128
University Hospital Birmingham (Queen Elizabeth Hospital): 0121 371 4400
Medical Record
Your medical record is an integral part of your healthcare and every patient that registers at the practice will have one. As a paperlight accredited practice the medical records that we hold on each patient is now an electronic record held on our clinical computer system. Each time you have a consultation or we receive information about you the medical record is updated to reflect this allowing the most up to date information to be available at all times.
The medical record is accessed by clinical and administrative staff working at the practice, of which all staff are duty bound under the codes of confidentiality. For further information on medical record confidentiality, please read our Confidentiality Statement. We may on occasion share information we hold about you with other allied health care professionals involved in your care such as hospital clinicians if we refer you to secondary care etc. Your medical records will not be disclosed to any other third party without your prior consent. If you would like to consent to a third party accessing your medical records please read the relevant section below.
Caldicott Guardian
The practice will always have a senior member of staff acting as the Caldicott Guardian in order to maintain confidentiality of patient and service user information and enabling appropriate information sharing. For further information, please visit the Health and Social Care Information Centre’s Caldicott Guardian page.
Data Protection
The medical records we hold fully comply with the Data Protection Act. The medical records will only be accessed for the benefit of your healthcare and will be accessed by staff that are involved in providing that care. The data controller for the practice is the senior partner. For further information on Data Protection, please visit the Health and Social Care Information Centre’s Data Protection Act page.
Access to Medical Records Act
Under the Access to Medical Records Act, patients are able to access their medical records. In order to access your records a written request must be made to the practice together with the fee to provide this service. To find out the current fee please contact the practice.
For further information on Medical Records Act, please visit the Government’s legislation website to read more about the Access to Medical Records Act.
NHS National Summary Care Record (SCR)
The NHS National Summary Care Record programme will allow some of the medical record we hold about a patient to be shared with our allied health professionals such as hospital clinicians, district nurses etc. For more information on Summary Care Records, please read our National Care Record page.
If you have any queries regarding your personal medical record please do not hesitate to contact the practice staff.
Allowing consent to a third party
If you would like to give consent to another party to access information about you, for example your partner, relative, carer, solicitor etc please download and complete our Third Party Access Form. This form must be returned by you to the practice in person to validate your identity and ensure security of your medical record.
Named GP
From 1st April 2015 onwards, Practices are required under the GMS contract, to allocate a named accountable GP to all patients, including children.
This does not change the way in which we operate or affect your ability to make an appointment or speak with any of the GPs in the practice.
We have now allocated all patients to a named GP. We have done this as per your registered GP.
New patients registering from 1st April 2015 onwards will be allocated within 21 days of registration. This will be the named GP that appears on your medical card.
If you were registered with us before 1st April 2015 and were aged over 75 or took part in the Unplanned Emergency Admissions service provision you will have already been allocated a named accountable GP and notified in writing – this named GP will remain the same and will not change.
Should you express a wish to change your named GP we will do our best to accommodate your wishes. Please write to the Practice Manager requesting the change.
If you wish to know who your named GP is, please speak to a member of staff.
National Care Record
The Practice is currently involved in the Department of Health’s National Summary Care Record Programme. This allows us to share core information from medical records with other Health Care providers. This information includes:
• Medication
• Known allergies
• Diagnoses
This shared information can be especially useful in emergency situations where patients may not be able to communicate their details. If you do not wish to have any of this information shared, please discuss this at the reception desk and your details will not be uploaded to the system.
NHS England and the Birmingham and Solihull Integrated Care Board (ICB)
Our contract to provide general medical services is granted by NHS England, via it’s local Area Team. The practice aims to contract all services that the Area Team makes available to general practice in order to provide our patients with the maximum possible healthcare.
If you’d like more information, please go to the NHS England Website.
Birmingham and Solihull Integrated Care Board (ICB)
NHS Birmingham and Solihull Integrated Care Board (ICB) has been established as the statutory NHS organisation responsible for NHS function and budgets. They were legally established on 1 July 2022, after abolition of Clinical Commissioning Groups, following the Health and Care Act 2022 receiving Royal Assent.
An ICB is a statutory NHS organisation responsible for developing a plan for meeting the health needs of the Birmingham and Solihull population, managing the NHS budget and arranging for the provision of health services in the Integrated Care System (ICS) area.
You can find out more about the ICB and what they do, on their website.
We share the fundamental principles and frameworks outlined by NHS England and the ICB. This allows us to maintain and deliver the highest standard of care. It also helps us build a healthier and happier community in Birmingham.
Our Performance
To ensure our performance and the service we provide to our patients is aligned with our ambitions and core values, Selly Park Surgery regularly reviews feedback given through a variety forums, using feedback given by our patients to challenge our current performance to effectively evolve and develop our services for the benefit of those we care for.
To review the feedback we have received through the NHS Choices platform or to submit feedback yourself, please visit: Ratings and reviews – Selly Park Surgery – NHS (www.nhs.uk)
The Surgery works within the Quality and Outcomes framework (QOF) to make sure multiple aspects of our patients care is monitored, with appropriate measures taken where necessary. For further information on our performance regarding QOF, our patient demographic, the satisfaction levels of our patients and for a further opportunity for feedback to be given, please visit our National General Practice Profile: National General Practice Profiles – Data – OHID (phe.org.uk)
Patient Rights
The practice aims to deliver the best possible care to all of its patients in a safe and appropriate environment using appropriate staff and techniques. In order to provide this high standard of care the patient should consider his/her rights and responsibilities when engaging with the practice.
Patient Rights
We believe the patients should always have the following rights:
- The right to be treated in a courteous and efficient manner by the appropriately trained staff.
- To be offered equal treatment comparable to others and therefore not to be discriminated by race, gender, social class, age, religion, sexual orientation, appearance, disability or medical condition.
- To be treated in an environment that is safe and meets national guidelines.
- To have all information protected by the Data Protection Act and national guidelines on Patient Confidentiality.
- Be able to access Medical Records in line with national guidelines.
- Be free to comment on the services provided by West Heath Surgery.
Patient Responsibilities
To help provide the best care possible for our local community, we expect that patients are able to:
- To treat the staff of West Heath Surgery in a courteous manner offering all information perceived to aid in your treatment.
- To be courteous to all other patients at West Heath Surgery
- To maintain all appointments or provide at least 24 hours notice of cancellation in order to offer another patient the valuable consultation time
- To maintain the Doctor – Patient relationship
- To take action on advice given by clinicians and administrative staff.
Practice Policy on the Prescription of “Bridging Hormones” Whilst Awaiting Specialist Review in a Gender Identity Clinic
We have had an increasing number of enquiries from patients about the prescribing and monitoring of hormone therapy whilst awaiting specialist assessment, in particular “bridging hormones”.
We recognise that there is currently inadequate provision for patients with waiting times in excess of 24 months for initial NHS appointments. However, it is our practice policy that confirmation of diagnosis and commencement of initial hormonal treatment for gender incongruence should be made by a specialist gender identity service in all cases.
Please note that from 1st October 2024 we are no longer able to enter into new shared care agreements with private specialists. This means that we will no longer be able to prescribe or monitor treatments initiated by a private specialists. Please see the shared care agreement section of our website for more detail.
We recognise that GPs are most often the first point of contact with the health care system for patients with gender dysphoria. This is a huge responsibility that we take very seriously. The clinical team at Selly Park Surgery will:
- Make the initial referral to the specialist gender identity clinic. We will do this referral as rapidly as possible and take into account your preferences as well as waiting times when choosing a clinic.
- Prescribe hormones (and monitor treatment) following the initiation and ongoing recommendation of a specialist gender identity clinic (NHS). This will be as part of a shared care agreement with the specialist endocrinologist, who will offer ongoing support. We are unable to prescribe hormones in any other circumstances.
- Provide support to maintain your mental and physical health. We recognise that accessing specialist clinics can be frustrating and waiting times are long. We can provide mental health support at the surgery by offering advice on self help strategies, treating anxiety and depression (including with medication if appropriate), referring to local NHS mental health services, and sign-posting to other support services if needed.
We recognise there is guidance from the Royal College of Psychiatrists and other organisations that GPs “may prescribe ‘bridging’ endocrine treatments as part of a holding and harm reduction strategy while the patient awaits specialised endocrinology or other gender identity treatment” particularly if patients are already taking hormones from illicit sources.
However, we are not experienced in initiating hormonal treatments for gender dysphoria and do not feel able to provide “bridging hormones” safely in any circumstance.
Unfortunately, the appropriate support is just not currently available for us to do this. It should be recognised that all the NHS gender identity clinics only initiate hormonal treatment after a number of investigations and input from a specialist team of psychiatrists, endocrinologists, and psychologists.
This includes counselling on the side effects and potential long term risks of hormonal treatment. It is not realistic that the same level of support could safely be provided within our practice.
Privacy Notice
Fair Processing Notice – Data Protection Act 1998 Your Information and how we use it
Why we collect information about you
Selly Park Surgery is a member of MyHealthcare which is a new primary care scheme delivered as part of the GP Access Fund to improve access to General Practice. The service is provided between South Doc Services (SDS) Limited and Practices in NHS Birmingham South Central Clinical Commission Group.
The service is available up to 12 hours per day, 7 days a week (8:00am-8:00pm) and provides additional GP, Nurse and Healthcare Assistant appointments delivered from hub sites across South and Central Birmingham. Patients will still be registered with their usual Practice and their first point of contact will be unchanged but your practice staff will be able to offer a greater choice of appointments either at your usual surgery or at one of the hub site at times and locations that are convenient for patients.
When you attend one of our hub sites, situated at River Brook Medical Centre, you will be asked to share your medical records with the clinician treating you. This is so that the clinician has a full understanding of your medical history, any medications, and previous consultations and investigations. Access to this information will ensure that you receive the correct type of care and that a record of the consultation is added to your medical record so that your own GP is fully informed of the consultation and any treatment given. The hub clinicians are only allowed to view your medical records if they have your explicit consent to do so, or there is an over-riding legal reason for them to have the information, for example, safeguarding children or vulnerable adults. To ensure that we comply with our Data Protection responsibilities in keeping your information safe you will be asked to give your consent every time you see a hub clinician.
How we keep your records confidential
Everyone working for the NHS is subject to the Common Law Duty of Confidence. Information provided in confidence will only be used for the purposes stated and where the patient has given their consent, unless there are other circumstances covered by the law.
Information Sharing with Non-NHS Organisations
For your benefit, we may also need to share information we hold about you with other non-NHS organisations, from which you are also receiving care, such as Social Services or other organisations working with us to improve your care. However, we will not disclose any information to third parties without your explicit consent, unless there are exceptional circumstances, such as when the health or safety of others is at risk or where the law requires it. If we are asked to share information with a non-NHS organisation that does not directly relate to your care, we will always seek consent prior to any information being shared. If you choose not to consent to this when asked, then that decision will be recorded and respected.
Your right to withdraw consent for us to share your personal information
At any time you have the right to refuse/withdraw consent to information sharing. The possible consequences will be fully explained to you so that you are able to make an informed decision.
Your rights under the Data Protection Act
Patients and service users, as data subjects, have a number of rights under the Data Protection Act, including a general right of access to personal data (electronic or paper) held about them. In addition, MyHealthcare will seek explicit consent to see your data (except sensitive information such as Fertility treatments/embryology; Sexually Transmitted Infections; Gender realignment; HIV/AIDs diagnosis; termination of pregnancy). At this point you have a right to decline access to data held about you at this Practice should you so wish.
Right of Access to Your My Healthcare Data
You can make your own application to see the information MyHealthcare holds about you, or you can authorise someone else to make an application for you. A parent or guardian, a patient representative, or a person appointed by the Court may also apply. If you wish to access your personal data, then please contact:
MyHealthcare South Doc Services Limited
Selly Park Surgery
2 Reaview Drive
Selly Park
Birmingham
B29 tNT
In order for MyHealthcare to fulfil its responsibilities under the Act, you may be asked to provide proof of your identity, and any further information required to locate the record you have requested.
Withholding information about you
Information may be withheld if the organisation believes that releasing the information to you could cause serious harm to your physical or mental health. We do not have to tell you that information has been withheld. Information may also be withheld if another person (i.e. third party) is identified in the record, and they do not want their information disclosed to you. However, if the other person was acting in their professional capacity in caring for you, in normal circumstances they could not prevent you from having access to that information.
Correcting inaccurate information NHS organisations have a duty to ensure your information is accurate and up to date to make certain we have the correct contact and treatment details about you. If your information is not accurate and up-to-date, you can ask us to correct the record. If we agree that the information is inaccurate or incomplete, it will be corrected. If we do not agree that the information is inaccurate, we will ensure that a note is made in the record of the point you have drawn to the organisation’s attention.
Further Information If you would like to know more about how we use your information, or if (for any reason) you do not wish to have your information used in any of the ways described above, please speak to the health professionals concerned with your care. Alternatively ask to speak to the Practice Manager at your registered practice.
Selly Park Surgery: Strategy and Vision
Vision Statement: To be a leading healthcare provider that delivers exceptional, patient-centred care, ensuring accessibility and inclusivity for our diverse community while embracing innovative technologies to enhance our services.
Strategic Objectives:
1. Streamlining Care:
· Integrated Care Pathways: Develop and implement integrated care pathways to ensure seamless transitions between different levels of care, reducing duplication and improving patient outcomes.
· Efficient Appointment Systems: Optimise appointment scheduling by using data-driven insights to predict demand and allocate resources effectively, reducing wait times and enhancing patient satisfaction.
· Continuous Improvement: Regularly review and refine clinical processes to eliminate inefficiencies and improve the quality of care provided.
2. Access for a Diverse Population:
· Inclusive Services: Ensure services are accessible to all, regardless of age, disability, language proficiency, or digital literacy. This includes offering translation services and alternative communication methods.
· Community Engagement: Engage with local community groups to understand the unique needs of our diverse population and tailor services accordingly.
· Flexible Access Options: Provide flexible access options, including extended hours and virtual consultations, to accommodate varying schedules and preferences.
3. Leveraging Technology:
· Digital First Approach: Implement a digital-first approach where appropriate, offering online consultations, appointment bookings, and prescription requests to improve convenience and efficiency.
· Data Analytics: Utilise data analytics to monitor performance, identify trends, and make informed decisions that enhance patient care and operational efficiency.
4. Workforce Development:
· Training and Support: Invest in ongoing training and support for staff to ensure they are equipped with the skills and knowledge to deliver high-quality care and adapt to technological advancements.
· Inclusive Culture: Foster an inclusive and supportive workplace culture that values diversity and encourages collaboration and innovation.
5. Sustainability and Resilience:
· Resource Management: Implement sustainable practices to manage resources efficiently and reduce environmental impact.
· Crisis Preparedness: Develop robust contingency plans to ensure continuity of care during emergencies or unexpected disruptions.
Implementation Plan:
· To continue to work with our team, patients and the central locality to oversee the implementation of the strategy and ensure alignment with the vision.
· Set measurable goals and timelines for each strategic objective, regularly reviewing progress and making adjustments as needed.
· Engage patients, staff, and community partners, in the planning and evaluation process to ensure the strategy meets the needs of all involved.
Conclusion: By focusing on streamlining care, enhancing access for our diverse population, and leveraging technology, Selly Park Surgery aims to provide exceptional healthcare services that meet the evolving needs of our community. Together, we will build a resilient and innovative practice that prioritises patient-centred care and inclusivity.
Training & Practice
Our practice is proud to help train the GPs of the future. We do this in conjunction with the University of Birmingham and Health Education England.
We also mentor GP Registrars, these are qualified doctors training to work in General Practice.
As one of our patients, you’ll always be given an appointment with a suitably qualified clinician. However, from time to time we may ask you to also see our training GPs.
In these cases, we’ll always tell you before you book your appointment. And we’ll always get your consent first.
If you do see a trainee doctor, your consultation will normally be longer than our standard appointment. It will then be followed by a consultation with our regular qualified staff.
We’d like to thank you for helping us train the doctors of the future.
Values Statement
At Selly Park Surgery, our values are the foundation of our commitment to providing exceptional healthcare services. These values guide our actions, shape our culture, and define our interactions with patients, colleagues, and the community.
1. Compassion:
· We approach every patient with empathy and understanding, ensuring that their needs and concerns are met with kindness and respect.
2. Integrity:
· We uphold the highest ethical standards, maintaining transparency and honesty in all our dealings. Our commitment to integrity fosters trust and confidence among our patients and staff.
3. Inclusivity:
· We celebrate diversity and are dedicated to providing equitable access to healthcare for all individuals, regardless of their background or circumstances. Our practice is a welcoming and supportive environment for everyone.
4. Collaboration:
· We believe in the power of teamwork and work collaboratively with patients, colleagues, and community partners to achieve the best possible outcomes. Open communication and mutual respect are at the heart of our practice.
5. Innovation:
· We embrace innovation and continuously seek ways to improve our services and enhance patient care. By adopting new technologies and best practices, we strive to stay at the forefront of healthcare delivery.
6. Excellence:
· We are committed to delivering the highest standard of care and continuously improving our services. Our pursuit of excellence drives us to exceed expectations and achieve outstanding results.
7. Accountability:
· We take responsibility for our actions and decisions, ensuring that we are accountable to our patients, colleagues, and the community. Our commitment to accountability ensures that we deliver on our promises and maintain the trust placed in us.
Conclusion:
Our values are the guiding principles that shape our practice and define our approach to healthcare. At Selly Park Surgery, we are dedicated to living these values every day, ensuring that we provide exceptional care and contribute positively to the well-being of our community.
Zero Tolerance Policy
The practice subscribes to the NHS Zero Tolerance Scheme and does not tolerate violent or abusive patients and does not condone patients that participate in theft and deception. All instances of violence, abuse, theft or deception, whether against the practice, its staff or another patient, will be immediately reported to the police and the patient will be immediately removed from the practice register and added to the Zero Tolerance Register. If a patient is added to the Zero Tolerance Register then they will not be able to access any medical services from any practice other than that appointed by the commissioner
Please note that there will be no exceptions to the above rule.