Practice Policies & Patient Information
Peel Hall Medical Practice is an active member of Wythenshawe Primary Care Network (PCN). Wythenshawe PCN are GP practices in the area working together to find the best ways to improve what we do and how to meet the needs of our patients.
Use the links on the home page and the main menu button at the top left to find out more about our practice and the services we offer.
Please follow Peel Hall Medical Practice on Facebook for regular updates on what is happening in the practice and the community.
Accountable Named GP
Every GP practice is required by the Government under the terms of the latest GP contract to allocate all patients an accountable named GP.
We have allocated every patient a GP who will be responsible for their overall care and a member of the reception team will be able to confirm the name of your accountable GP.
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.
If a patient expresses a preference as to which GP they are assigned to, the Practice will make reasonable efforts to accommodate their request.
Chaperone Policy
Chaperones are available on request. Please ask at reception ideally at the time of making the appointment, or during consultation.
Complaints
We make every effort to give the best service possible to everyone who attends our practice.
However, we are aware that actions or matters may unfold that may cause 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.
Simply contact the Practice Manager or Deputy Manager who will set all the necessary wheels in motion. You can write your concerns for the attention of:
Practice Manager
Peel Hall Medical Practice
Forum Health
Simonsway
Wythenshawe
Manchester
M22 5RX
We are continually striving to improve our service. You can give us your complaint, compliment or suggestion using this online form.
If you wish to contact NHS England to complain about an NHS service, please see more information on the NHS England website.
The Manchester Advocacy Hub (known as Gaddum Advocacy) can provide support for a patient when making a complaint. For further information see the Gaddum Advocacy website.
Freedom of Information
The Freedom of Information Act requires the Practice to make certain information available to the general public if requested. Most of this information is contained in this booklet. However you may access the freedom of information website at www.foi.gov.uk
GP Net Earnings
All Practices are required to declare the mean earnings for GPs working to deliver NHS services to patients.
The average pay for GPs working at Peel Hall Medical Practice in the last financial year was £80,242 before tax and national insurance.
This is for 3 full-time and 4 part-time GPs.
Medical Students/Trainee’s Policy
We are a teaching practice and regularly have medical students and trainees attached to us. It’s important to them to talk to patients about their illnesses as part of their ongoing training. We would be grateful if you could help us, however, this is entirely at your discretion. Please inform us if you would rather not have a student present during your consultation.
Our Responsibilities to you
1. All patients treated as individuals in a caring and confidential manner.
2. To see the healthcare professional of your choice wherever possible.
3. To be seen the same day if your problem is deemed to be urgent.
4. If you have undergone tests, the doctor or nurse will tell you how and when to contact surgery to check the result.
5. To be kept informed on waiting times, delays and cancellations.
6. We endeavour to have your repeat prescription ready for collection 48 hours after receipt, however this time may be longer during busy periods.
7. We will provide you with the information about how to complain or make suggestions about the care we offer. We strive to improve services so welcome any comments.
Patients Responsibilities
1. Please let us know your name, address, telephone number, ethnicity and email address.
2. Please do everything you can to keep appointments and arrive on time. Tell us as soon as possible if you need to cancel an appointment so it can be given to somebody else.
3. Should you wish to leave a message for your doctor via the website. Please re-order medication in good time before your supply has ran out.
4. Hundreds of tests are performed every week. Please accept responsibility to contact us for the results. Once you have your results and only if the doctor advises should you make an appointment. When your tests are performed at the hospital, the results are obtained by contacting the consultant’s secretary. This will avoid unnecessary calls and appointments in surgery.
5. If you still feel you need to see a doctor to discuss details of hospital tests etc, please check we have received the reports from the hospital.
6. Please extend the same courtesy and politeness to us as you would expect to receive.
Practice Leaflet
Click here to view our practice leaflet
Practice Mission Statement
“Working in partnership with patients by listening and responding to needs whilst promoting health and well being. We will do this by utilising the skills and expertise of our team, providing a quality patient experience that is timely and appropriate.”
Privacy Notice
Peel Hall Medical Practice has a legal duty to explain how we use any personal information we collect about you, as a registered patient, at the practice.
What information do we collect about you?
We will collect the following types of information from you or about you from a third party (provider organisation) engaged in the delivery of your care:
- Personal data: any information relating to an identifiable person who can be directly or indirectly identified from the data. This includes, but is not limited to name, date of birth, full postcode, address, next of kin and NHS number
- Special category/sensitive data: this could be medical history including details of appointments and contact with you, medication, emergency appointments and admissions, clinical notes, treatments, results of investigations, supportive care arrangements, social care status, race, ethnic origin, genetics and sexual orientation
Your healthcare records contain information about your health and any treatment or care you have received previously. This information will be collected either electronically using secure NHS Mail or a secure electronic transfer over an NHS encrypted network connection. Physical information will also be sent to the practice. This information will be retained within our electronic patient record or within a patient paper records.
We use a combination of technologies and working practices to ensure that we keep your information secure and confidential.
How we will use your information
Your data is collected for the purpose of providing direct patient care. Information held about you may be used to help protect the health of the public and to help us manage the NHS. Information is also used with the practice for clinical audit to monitor the quality of the service provided. Some of this information will be held centrally and used for statistical purposes. Where we do this, we take strict measures to ensure that individual patients cannot be identified.
We can disclose this information if it is required by law, if you give consent or if it is justified in the public interest. The practice may be requested to support research; however, we will always gain your consent before sharing your information with medical research databases
Processing your information in this way and obtaining your consent ensures that we comply with GDPR articles:
- 6(1)(c) ‘processing is necessary for compliance with a legal obligation to which the controller is subject…’
- 6(1)(e) ‘…necessary for the performance of a task carried out in the public interest or in the exercise of official authority…’, and
- 9(2)(h) “…necessary for the purposes of preventative or occupational medicine for the assessment of the working capacity of the employee, medical diagnosis, the provision of health or social care or treatment or the management of health or social care systems and services…”
Who we will share your information with
In order to deliver and coordinate your health and social care, we may share or receive information from the following organisations:
- Other GP practices
- NHS trusts/foundation trusts
- NHS commissioning support units
- Independent contractors such as dentists, opticians, pharmacists
- Public Health England
- Private sector providers
- Voluntary sector providers
- Community care services
- Ambulance trusts
- Clinical commissioning group
- Social care services
- NHS Digital
- Local authorities
- Educations services
- Fire and rescue services
- Police and judicial services
- Other “data processors” which you will be informed of
- Third party processors:
When we use a third party service provider to process data on our behalf then we will always have an appropriate agreement in place to ensure that they keep the data secure, that they do not use or share information other than in accordance with our instructions and that they are operating appropriately.
Examples of functions that may be carried out by third parties includes:
- Companies that provide IT services and support, including our core clinical systems; systems which manage patient facing services (such as our website and service accessible through the same); data hosting service providers; systems which facilitate appointment bookings or electronic prescription services; document management services etc.
- Delivery services (for example if we were to arrange for delivery of any medicines to you).
- Payment providers (if for example you were paying for a prescription or a service such as travel vaccinations).
Further details regarding specific third party processors can be supplied on request.
You will be informed who your data will be shared with and in some cases, asked for explicit consent for this to happen when this is required.
Your data will not be transferred outside the European Union.
COVID-19
This practice is supporting vital coronavirus (COVID-19) planning and research by sharing your data with NHS Digital. For more information about this, please see:
How the NHS and Care Services use your information
Peel Hall Medical Practice is one of many organisations working in the health and care system to improve care for patients and the public.
Whenever you use a health or care service, such as attending Accident & Emergency or using Community Care services, important information about you is collected in a patient record for that service. Collecting this information helps to ensure you get the best possible care and treatment.
The information collected about you when you use these services can also be used and provided to other organisations for purposes beyond your individual care, for instance to help with:
- Improving the quality and standards of care provided
- Research into the development of new treatments
- Preventing illness and diseases
- Monitoring safety
- Planning services
This may only take place when there is a clear legal basis to use this information. All these uses help to provide better health and care for you, your family and future generations. Confidential patient information about your health and care is only used like this where allowed by law.
Most of the time, anonymised data is used for research and planning so that you cannot be identified in which case your confidential patient information isn’t needed.
You have a choice about whether you want your confidential patient information to be used in this way. If you are happy with this use of information you do not need to do anything. If you do choose to opt out your confidential patient information will still be used to support your individual care.
To find out more or to register your choice to opt out, please visit www.nhs.uk/your-nhs-data-matters. On this web page you will:
- See what is meant by confidential patient information.
- Find examples of when confidential patient information is used for individual care and examples of when it is used for purposes beyond individual care.
- Find out more about the benefits of sharing data.
- Understand more about who uses the data.
- Find out how your data is protected.
- Be able to access the system to view, set or change your opt-out setting.
- Find the contact telephone number if you want to know any more or to set/change your opt-out by phone.
- See the situations where the opt-out will not apply.
You can also find out more about how patient information is used at:
- NHS Health Research Authority (which covers health and care research); and
- Understanding Patient Data (which covers how and why patient information is used, the safeguards and how decisions are made)
You can change your mind about your choice at any time.
Data being used or shared for purposes beyond individual care does not include your data being shared with insurance companies or used for marketing purposes and data would only be used in this way with your specific agreement.
Health and care organisations have until 2022 to put systems and processes in place so they can be compliant with the national data opt-out and apply your choice to any confidential patient information they use or share for purposes beyond your individual care. Our organisation is currently compliant with the national data opt-out policy.
Maintaining confidentiality
We are committed to maintaining confidentiality and protecting the information we hold about you. We adhere to the UK General Data Protection Regulation (UK GDPR), the NHS Codes of Confidentiality and Security, as well as guidance issued by the Information Commissioner’s Office (ICO).
Every member of staff who works for the practice or another NHS organization has a legal obligation to keep information about you confidential.
We will hold your information in accordance with the Records Management Code of Practice for Health and Social Care 2016.
Risk stratification
Risk stratification is a mechanism used to identify and subsequently manage those patients deemed as being at high risk of requiring urgent or emergency care. Usually this includes patients with long-term conditions, e.g. cancer. Your information is collected by a number of sources, including Florence House Medical Practice; this information is processed electronically and given a risk score which is relayed to your GP who can then decide on any necessary actions to ensure that you receive the most appropriate care.
Invoice validation
Your information may be shared if you have received treatment to determine which Clinical Commissioning Group (CCG) is responsible for paying for your treatment. This information may include your name, address and treatment date. All of this information is held securely and confidentially; it will not be used for any other purpose or shared with any third parties.
Consent
The law sets a high standard for consent. Consent means offering people genuine choice and control over how their data is used. However consent is only one potential lawful basis for processing information. Therefore the practice may not need to seek your explicit consent for every instance of processing and sharing your information, on the condition that the processing is carried out in accordance with this notice.
Peel Hall Medical Practice will contact you if we are required to share your information for any other purpose which is not mentioned within this notice.
You have the right to object to information being shared between those who are providing you with direct care. This may affect the care you receive – please speak to the practice first
You have the right to object to information being shared for any purpose other than your medical care, such as for research or planning purposes. In this instance, please visit www.nhs/uk/your-nhs-data-matters. You will be able to opt out securely online. Alternatively call 0300 303 5678.
You have the right to write to withdraw your consent at any time for any particular instance of processing, provided consent is the legal basis for the processing. Please contact the Practice Manager for further information and to raise your objection.
We use a processor, iGPR Technologies Limited (“iGPR”), to assist us with responding to report requests relating to your patient data, such as subject access requests that you submit to us (or that someone acting on your behalf submits to us) and report requests that insurers submit to us under the Access to Medical Records Act 1988 in relation to a life insurance policy that you hold or that you are
applying for.
iGPR manages the reporting process for us by reviewing and responding to requests in accordance with our instructions and all applicable laws, including UK data protection laws. The instructions we issue to iGPR include general instructions on responding to requests and specific instructions on issues that will require further consultation with the GP responsible for your care.
Access to your records
You have a right to access the information we hold about you. This is called a Subject Access Request (SAR). Please ask at reception for a SAR form or alternatively speak to a member of our staff for further information. You can also make the request via email or verbally. You should be aware that some details within your health records may be exempt from disclosure. This will be in the interests of your wellbeing or to protect the identity of a third party. The practice will process your request within one calendar month.
Furthermore, should you identify any inaccuracies you have a right to have the inaccurate data corrected. Please speak with the practice manager should this be the case.
Data controller and Data Protection Officer
As your registered GP practice, we are the data controller for any personal data that we hold about you.
The Data Protection Officer (DPO) for Peel Hall Medical Practice Practice is Ms Shavarnah Purves – Email: shavarnah.purves@nhs.net or mhcc.ig@nhs.net – telephone: 0161 213 1792 / 0161 213 1790.
In the unlikely event that you are unhappy with any element of our data-processing methods, you should raise your concerns in the first instance in writing with the Practice Manager.
Compliants
If you remain dissatisfied with our response, you have the right to lodge a complaint with the Information Commissioner’s Office (ICO) at:
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF
Telephone: 01625 545 700
Website: ico.org.uk
Privacy notice – COVID 19
COVID-19 and your information
The Information Commissioner recognises the unprecedented challenges the NHS and other health professionals are facing during COVID-19.
The ICO (Information Commissioners 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.
The Secretary of State for Health and Social Care has also stated that these measures are temporary and will expire on 31st March 2022 unless a further extension is required.
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.
GPES Data for Pandemic Planning and Research (COVID-19)
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.
NHS Digital has been legally directed to collect and analyse patient data from all GP practices in England to support the coronavirus response for the duration of the outbreak. NHS Digital will become the controller under the General Data Protection Regulation 2016 (GDPR) of the personal data collected and analysed jointly with the Secretary of State for Health and Social Care, who has directed NHS Digital to collect and analyse this data under the COVID-19 Public Health Directions 2020 (COVID-19 Direction).
All GP practices in England are legally required to share data with NHS Digital for this purpose under the Health and Social Care Act 2012 (2012 Act). More information about this requirement is contained in the data provision notice issued by NHS Digital to GP practices.
Under GDPR our legal basis for sharing this personal data with NHS Digital is Article 6(1)(c) – legal obligation. Our legal basis for sharing personal data relating to health, is Article 9(2)(g) – substantial public interest, for the purposes of NHS Digital exercising its statutory functions under the COVID-19 Direction.
The type of personal data we are sharing with NHS Digital
The data being shared with NHS Digital will include information about patients who are currently registered with a GP practice or who have a date of death on or after 1 November 2019 whose record contains coded information relevant to coronavirus planning and research. The data contains NHS Number, postcode, address, surname, forename, sex, ethnicity, date of birth and date of death for those patients. It will also include coded health data which is held in your GP record such as details of:
- diagnoses and findings
- medications and other prescribed items
- investigations, tests and results
- treatments and outcomes
- vaccinations and immunisations
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 Data Protection Officer – Shavarnah Purves at mhcc.ig@nhs.net.
Safeguarding
Safeguarding means protecting people’s health, wellbeing and human rights, and enabling them to live free from harm, abuse and neglect. It is an important part of providing high-quality health and social care. Those most in need of protection include children and young people.
Children’s safeguarding concerns
The Community Safeguarding Team is based in the Rusholme Health Centre and is available for advice and support for any concerns around safeguarding children. If you are unsure or need to make a referral, contact them on 0161 861 2250. Find out more about the Safeguarding Children Team here.
Peel Hall Medical Practice’s Safeguarding Leads
Safeguarding Lead: Dr Ash Bakhat
Safeguarding Deputy Lead: Dr Hiba Yaseen
Adult safeguarding concerns
Adult safeguarding is for anyone over the age of 18 who cannot always protect themselves from harm and may need care services because of mental illness, physical impairment, learning disability, age, illness or personal circumstances. In the case of an emergency, please ring the contact service for social care on 0161 234 5001. Find out more about safeguarding adults on the Manchester City Council website here and the Manchester Safeguarding Partnership website here.
Manchester Thrive Hub Offer
The strategic vision is to establish a Manchester THRIVE Hub as a point of entry, a front door, to Manchester’s Emotional Wellbeing and Mental Health offer. This will involve having a Manchester THRIVE Hub Team based in three locality THRIVE centres across Manchester, i.e. Central, North and South locality. District based hub in each of the Localities; Central, North and South Manchester. Please click here for their website for more details.
Zero Tolerance Policy
Abusive or violent behaviour will not be tolerated. We operate a zero-tolerance policy on this matter and will contact the police where appropriate.