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.

Repeated requests for medical records by the same patient and in cases where our clinicians need to write a report may be subject to an administration charge.

No information will be released without the patient consent unless we are legally obliged to do so.

• Subject Access Request Policy
• Subject Access Request Form

You can also gain online access to NEW Information as it is added to your record by signing up to the NHS App.

If you feel you would like a chaperone present at your consultation, please inform your Doctor/Nurse, who will be more than happy to arrange this for you.

Northern Medical Centre aims to provide patients with the best possible care at all times.

We value and welcome your feedback. Therefore if you have any compliments, comments, concerns or complaints about our Practice we want to hear them.

If you would like to give feedback or make a complaint this can be through any of the following methods: requesting a form from reception, e-mailing: nclicb.northernmc@nhs.net or you can call the practice on 0203 817 3975

In all cases, complaints will be dealt with as swiftly and as fairly as possible.

We will acknowledge receipt of a complaint within three working days and a response letter with the outcome of our investigation will be sent within 20 working days. If we are unable to complete our investigation within this period, we will agree an alternative timeframe with you.

Where to go for further independent advice:

We hope that if you have a problem, you will use our practice complaint procedure. We believe this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our practice. However, this does not affect your right to approach an independent advisor if you feel you cannot raise your complaint with us, or you are unhappy with the results of the investigation.

From July 2023 onwards if you would like to make a complaint about primary care services to the commissioner you will need to contact North Central London Integrated Care Board instead of NHS England. Here are the contact details

Telephone: 020 3198 9743
E-mail: nclicb.complaints@nhs.net
Post: North Central London Integrated Care Board
Complaints Team
Laycock PDC
Laycock Street
London
N1 1TH
If you have a formal complaint to make, it is always advisable to try and resolve an issue directly with the provider in the first instance.

What if you’re still not happy?

If you’re unhappy with the result of your complaint you can appeal to the Parliamentary and Health Service Ombudsman. This cannot be your first port of call. You must first complain to either the GP Practice or to NHS England. The Ombudsman can only help if;

1. The GP Practice or NHS England have finished looking at your complaint
2. Or your complaint has not been resolved after 6 months

Parliamentary and Health Service Ombudsman

• Telephone: 0345 015 4033
• Email: phso.enquiries@ombudsman.org.uk
• www.ombudsman.org.uk/making-complaint

By law you need to contact the Ombudsman within a year of the incident you are complaining about.

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.

NMC Freedom of Information Policy

Access to Records

In accordance with current legislation 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.

NMC Subject Access Request Policy

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 diagnoses 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

Download a copy of the patient leaflet

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.

Your request must be in writing and can be either posted or emailed.
Please write “Freedom of Information” in the subject line. We only supply relevant information that is not already available from other sources.

• Freedom of Information Policy

• NMC Subject Access Request Policy
• NMC Privacy Notice
• NMC Summary Privacy Notice
• NMC Privacy Notice for Children
• NMC Data Protection and Cyber Security Policy

At Northern Medical Centre , our commitment to the highest standards of ethical practice and integrity is unwavering in all our operations. This dedication extends to the prevention of modern slavery and human trafficking in both our direct activities and our broader supply chains. The Modern Slavery Statement outlines our ongoing efforts, reflecting our pledge to act ethically and with integrity in all our business relationships.

Click here to access the Modern Slavery Statement 

Read our Statement of Intent re. Online Services

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 at the foot of this page.

More Information

For further information visit the NHS Care records website

From time to time we have a number of medical students in the practice joining as part of their training programme.

We are keen that no patient feels awkward or embarrassed by their presence. Should you feel you would prefer not to have them sit in on your consultation, please feel free to advise either the receptionist or the doctor accordingly.

This guide tells you what to expect from your general practice (GP) and how you can help them, so you get the best from the National Health Service (NHS). More details can be found through the links below.

When and how can you contact your general practice?

Your general practice is open from 8.00am to 6.30pm, Monday to Friday.

Throughout these hours you, or your carer on your behalf, can:

• Visit the practice
• Call them
• Go online using the practice’s website or the NHS App.

You can choose the way you contact your practice based on what is best for you. Some practices may have longer hours or may ask that you contact them via phone or in person for urgent queries.

What if the practice is closed?

If you need urgent help for your physical or mental health when the general practice is closed, and you cannot wait until they open, go online to 111.nhs.uk or call 111. They will tell you what to do next.

What if it’s an emergency?

If it’s a serious or life-threatening emergency, go straight to A&E (Accident and Emergency) or call 999.

What happens when you contact your practice to request an appointment?

Whether you make your request by phone, on-line or visiting your practice, you may be asked to give your practice some details so that they can assess what is best for you based on your clinical need. The practice team will consider your request for an appointment or medical advice and tell you within one working day what will happen next.

This could be:

• An appointment that day or a subsequent day
• A phone call that day or a subsequent day
• A text message responding to your query
• Advice to go to a pharmacy or another NHS service.

Your practice will decide what is best for you based on your clinical need.

Your practice cannot tell you to just call back the next day.

Who might help you?

You might be offered a face-to-face appointment or a phone call with a GP or other member of the practice staff, like a nurse or pharmacist.

If you have a carer, they can speak for you with your consent.

You can ask to see a preferred healthcare professional, and the practice will try to meet your request, although you might have to wait longer for that person to be available.

It can be helpful to see the same healthcare professional, particularly if you have a long-term health condition.

From what age can you see a GP on your own?

If you are 16 or older, you can make and go to appointments by yourself.

If you are under 16, you can still ask to see a GP without your parent or guardian. The GP will decide if that’s appropriate for you.

What if you need extra help?

If you do not speak English, you can ask for interpretation services in your preferred language when you make an appointment.

If you need extra help like longer appointments, a quiet space, wheelchair access, or information in a different format, tell your practice and they will try to help.

How do you choose a general practice?

You can:

• Call or visit a local practice
• Use Find a GP online.

If you want to change to a new general practice you can do so at any point. Most people have a few choices nearby.

Do you need ID or proof of address?

No, you do not need ID, an NHS number or proof of address. It can help the practice if you do, but it is not needed to register or see a GP.   You can also register with a practice if you are homeless.

Can a practice say no to registering you?

They must write to you within 14 days if they say no and explain why. A practice can only say no for a good reason, like if you live too far away or their patient list is closed. For example, they cannot say no for reasons such as immigration status, not having a permanent address, or for reasons connected with other characteristics protected under equalities legislation.

Can you choose which hospital or clinic you are referred to?

If your GP needs to refer you for a physical or mental health condition, in most cases you have the right to choose the hospital or service you’d like to go to. You can get further information on your right to choose on the nhs.uk website.

If you are new to the UK

You can still register with a GP. It’s free to use and your immigration status does not affect your right to register with a GP.

If you are away from home but still in the UK

If you are away from home for more than 24 hours (but less than 3 months), you can register as a temporary patient near where you’re staying.

You can also change your nominated pharmacy so you can get your medicine nearby. You can do this by contacting your practice or via the NHS App.

Do general practices charge for anything?

NHS GP services are free.  Sometimes, if you ask the GP to do private work (like writing a letter for insurance), they may charge a fee.

How should everyone be treated?

The practice should treat everyone fairly, kindly and respectfully.  Likewise, you should also treat staff with respect.  The practice can remove patients from their list if they are violent or abusive to staff.

To learn more about your rights, you can read the NHS Constitution.

How can you help your general practice?

1. Be prepared: Before an appointment, think about writing down your symptoms, what you are worried about and what you want to talk about.
2. Be on time: Being late for an appointment or being unavailable for a timed call-back can affect other patients.
3. Cancel if needed: If you can’t go to your appointment, tell the practice as soon as you can, so that they can offer it to someone else.
4. Use the NHS App or website: If you’re confident using smart phones or computers, you can book or cancel appointments, order repeat prescriptions, and see your test results online.
5. Turn on notifications: If you use the NHS App, turn on notifications so the practice can contact you more easily.  Please keep an eye out for messages.
6. Order repeat medicines on time: Make sure you ask for repeat prescriptions on time, so you don’t run out, and only order what you need.
7. Join the Patient Participation Group: You practice will have a group of patients who can offer feedback on the services it delivers. Your practice website should explain how you can join.

How can you give feedback or raise concerns?

If you want to give feedback, raise a concern or wish to make a formal complaint, ask to speak to the practice manager. If you don’t feel comfortable doing this, contact your integrated care board (ICB) – the local NHS body that oversees GPs practices. You can find your local integrated care on the NHS England website.

You can also give feedback about your practice to your local Healthwatch. Their job is to make sure NHS leaders and other decision-makers hear your voice and use your feedback to improve care. Healthwatch is independent and impartial, and any information you share with them is confidential. To find your local Healthwatch visit the Healthwatch website.

Publication reference: PRN01907

Translated versions

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.

Violent behaviour either physical or verbal would result in a report to the police and an immediate removal from the list.

Abusive behaviour or language would result in single warning followed by removal from the list if repeated.