All of our registered patients have been allocated a named, accountable GP, as required in the 2015/16 GP Contract.
All new patients who registered with the practice from 1 April 2015 are allocated their named accountable GP within 21 days of registration.
Despite this, patients are entitled to choose to see any GP or nurse in the practice in line with current arrangements, as we work as a group practice.
Home Visits are reserved for the following groups of patients:
Although a traditional part of General Practice, home visits are time consuming. Please remember that several patients can be seen in the practice in the time that it takes to make one home visit. So please help us to help you and our other patients by visiting the surgery whenever possible.
We want to see as many patients as efficiently as possible and ensure patients receive optimal care. At the surgery your GP will have access to all your medical records, including those held on computer. This means safer prescribing and assessment. Facilities are better for examining and treating patients at the surgery and more staff are available. More tests and treatments are available at the surgery compared to home.
Transport/social problems – We cannot undertake home visits for reasons of convenience or lack of transport. We will be happy to provide you with details of local taxi firms. From experience, we are aware that relatives, neighbours or friends are often willing to help out.
Our responsibility to you is to resolve the medical problem you have and decide the appropriate method and place for assessments. Your responsibility is to take all the reasonable steps you are able to, to enable us to do that.
Please request visits before 11am whenever possible as this allows the Doctor to plan their day accordingly. Late requests often lead to disruption of the appointment system and excessive waiting times and inconvenience for other patients.
A doctor will call you back on most occasions to assess your problem. This is to enable the doctor to assess the visit need.
It may be that your problem can be dealt with by telephone advice, or that it would be more appropriate to send a nurse, or indeed arrange a hospital attendance. It also prepares the doctor to collect some information required as necessary for the visit.
He/she may still ask you to come to the surgery, where you will be seen as soon as possible.
The doctors would like to stress that no patient in definite need of a home visit will be refused one.
Keeping your personal data safe is central to the GM Care Record
Each health and care organisation in Greater Manchester collects information about you and keeps records about the care and services they have provided. The GM Care record pulls together the information from these different health and social care records and displays it in one combined record.
We ensure the information we hold is kept in secure locations, restrict access to information to authorised personnel only and protect personal and confidential information.
Appropriate technical and security measures in place to protect the GM Care Record include:
The NHS Digital Code of Practice on Confidential Information applies to all NHS and care staff, and they are required to protect your information, inform you of how your information will be used, and allow you to decide if and how your information can be shared. All staff with access to Personal Data are trained to ensure information is kept confidential.
Whilst you are automatically enrolled into the GM Care Record as a GM citizen, you have the option to object to your information being shared for individual care and to opt out (www.nhs.uk/your-nhs-data-matters).
The ICO has published a new Model Publication Scheme that all public authorities are required to adopt. For more information please visit the ICO website.
The Information Commissioner recognises the unprecedented challenges the NHS and other health professionals are facing during COVID-19.
The ICO (Information Commissioner’s Office) also recognise that ‘Public bodies may require additional collection and sharing of personal data to protect against serious threats to public health.’
On 20th March 2020 the Secretary of State for Health and Social Care issued a Notice under Regulation 3(4) of The Health Service (Control of Patient Information) Regulations 2002 requiring organisations such as GP Practices to use your information to help GP Practices and other healthcare organisations to respond to and deal with the COVID-19 pandemic.
In order to look after your healthcare needs during this difficult time, we may urgently need to share your personal information, including medical records, with clinical and non-clinical staff who belong to organisations that are permitted to use your information and need to use it to help deal with the COVID-19 pandemic. This could (amongst other measures) consist of treating you; and enable us and other healthcare organisations to monitor the disease, assess risk and manage the spread of the disease.
Please be assured that we will only share information and health data that is necessary to meet yours and public healthcare needs.
The Secretary of State for Health and Social Care has also stated that these measures are temporary and will expire on 30th September 2020 unless a further extension is required.
Please also note that the data protection and electronic communication laws do not stop us from sending public health messages to you, either by phone, text or email as these messages are not direct marketing.
It may also be necessary to use your information and health data to facilitate digital consultations and diagnoses and we will always do this with your security in mind.
If you are concerned about how your information is being used, please contact our DPO using mhcc.ig@nhs.net.
We make every effort to give the best service possible to everyone who attends our practice.
However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.
We offer a Practice Complaints Procedure to deal with any comments, suggestions or complaints. Our aim is to give you the highest possible standard of service and we regard any complaint as constructive. We hope that by being open and accessible, we can prevent relationships from breaking down.
There is a practice-based complaints procedure. If you have any complaints / comments on the services we provide, please write to the Practice Manager via post or email: gmicb-mh.bodeyreception@nhs.net. You can also submit a complaint via our contact us page here. We will deal with all issues raised impartially, speedily and confidentially. We value your comments and hope that they will help us to improve our service.
Formal complaints need to be submitted in writing (where possible) for the attention of the practice manager. The acknowledgement will be sent within one week. The complaint will then be fully investigated, and a response will be sent within a reasonable timeframe.
If you would prefer your complaint was not dealt with initially by the practice, you can contact the Greater Manchester Integrated Care Complaints Team
(See details below)
GMICB Complaints Team
Complaints
Manchester – NHS GM
Manchester Feedback and Complaints Service
PO BOX 532, Town Hall
Manchester
M60 2LA
Email:nhscomplaints@manchester.gov.uk
Call:0161 953 8388
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