Information about you and the care you receive is shared, in a secure system, by healthcare staff to support your treatment and care.

It is important that we, the NHS, can use this information to plan and improve services for all patients. We would like to link information from all the different places where you receive care, such as your GP, hospital and community service, to help us provide a full picture. This will allow us to compare the care you received in one area against the care you received in another, so we can see what has worked best.

Information such as your postcode and NHS number, but not your name, will be used to link your records in a secure system, so your identity is protected. Information which does not reveal your identity can then be used by others, such as researchers and those planning health services, to make sure we provide the best care possible for everyone.

You have a choice. If you are happy for your information to be used in this way you do not have to do anything. If you have any concerns or wish to prevent this from happening, please speak to practice staff or download a copy of the leaflet “How information about you helps us to provide better care” below.

We need to make sure that you know this is happening and the choices you have.

How information about you helps us to provide better care

Care Data – Frequently Asked Questions

Wollaton Park Medical Centre is working in collaboration with the Clinical Research Network: East Midlands (CRN:EM). The CRN:EM is part of the National Institute for Health Research (NIHR) and is focused on enhancing and promoting research, ensuring that it is conducted in line with ethical procedures and for patient benefit. There is a local team working within Nottingham City and Nottingham County, facilitating research within primary care.

Wollaton Park Medical Centre is signed up to a Research Site Initiative Scheme; resulting in them choosing to be involved in appropriate and relevant research studies, focused on enhancing patient care and working on studies that are of particular interest and need for their patient population. The primary care team surpassed recruitment expectations in the financial year of 2014-2015 and this could not have been done without the support of local practices and the engagement from patients in these areas.

Patients could also access the following links for the NIHR (National Institute For Health Research), CRN (Clinical Research Network), ENRICH (Enabling Research in Care Homes) and JDR (Join Dementia Research) :

http://www.nihr.ac.uk/ – National Institute for Health Research

http://www.crn.nihr.ac.uk/ – Clinical Re​search Network

http://www.enrich.nihr.ac.uk/ – Enrich (Enabling Research in Care Homes)

http://www.crn.nihr.ac.uk/dementia/about-dementia-research/join-dementia-research/ – Information on Join Dementia Research

https://www.youtube.com/watch?v=tt5FdfsQy_4&feature=youtu.be – promoting Join Dementia Research

Welcome to the Publication Scheme for Wollaton Park Medical Centre.

This Publication Scheme is a complete guide to the information routinely made available to the public by our general practice as required by the Freedom of Information Act 2000. It is a description of the information about our General Practitioners and Practice, which we make publicly available. The Publication Scheme will be reviewed at regular intervals and we will monitor its effectiveness.

Please follow this link for further information.

Fees for Private Work

Please follow this link to see our fees for private work.

Why are fees charged?

The government’s contract with GPs covers medical services to NHS patients. However, in recent years more and more organisations have been involving doctors in a wide range of non NHS work. This work is not funded by the government, so GPs have to charge a fee to cover their time and other expenses.

Surely the doctor is being paid anyway?

It is important to understand that many GPs are not employed by the NHS. They are self-employed and they have to cover the costs of everything from the limited NHS funds provided – staff wages, buildings, heating, lighting, etc – in the same way as any small business. The NHS covers costs for NHS work, but not for non-NHS work, the fees charged by GPs contribute towards keeping the surgery running.

Do GPs have to do non-NHS work for their patients?

With certain limited exceptions, GPs do not have to carry our non-NHS work. Many GPs however will always attempt to assist their patients and carry out this work.

Why does it sometimes take my GP a long time to complete my form/letter?

Time spent completing forms & preparing reports takes the GP away from the medical care of patients which will always have top priority. GPs have an ever increasing workload of forms which must be prioritised against offering appointments and other urgent administration. We aim to complete non-NHS work within two weeks of reciept.

I only need the GP’s signature – what’s the problem?

When a GP signs a certificate, completes a report or writes a letter it is a condition of remaining on the medical register (which allows them to practice as a doctor), that they only sign what they know to be true. In order to complete even the simplest of forms, the doctor may have to check a patient’s entire medical record.

Doctors are recommended to have a chaperone with them when undertaking intimate examinations. When the doctor decides this is necessary they will generally ask a member of staff to take his role, or you can bring a friend or relative with you. In these situations you may also request a chaperone yourself; we appreciate that patients often find this comforting.

If you wish to feedback a compliment with regards to the surgery/the service you have received; please feel free to write to the practice or by calling us.

Practice Complaints Procedure

Patient feedback is important to us as it helps us to improve the service we provide to patients. We take patient complaints seriously and will attempt to address your concerns to your satisfaction.

How do I make a complaint?

If you wish to complain please contact the Practice Manager Claire Glover either in person, by phone or in writing:

Tel: 01159855016

Address: 12 Harrow Road,
Wollaton Park,
Nottingham,
NG8 1FG

Online: Complaints form

If you are complaining on behalf of someone else, the practice needs to know that you have their permission to do so.

What Happens Next?

The complaint will be acknowledged within 3 working days.  The practice will respond, after investigation, within the timeframe specified to you at the acknowledgement stage of the process.  Some complaints may take longer to address but you will be informed of a response time.  If this cannot be met, the practice will keep you informed.

Please be assured making a complaint will not adversely affect your ongoing healthcare at the practice.  We will deal with you fairly, compassionately and will endeavour to resolve the situation to a satisfactory conclusion.

Wherever possible, we aim to learn from complaints and take action to avoid similar occurrences.

How do I complain to someone Independent?

GP Practices would prefer to have the opportunity to answer complaints ourselves in the first instance. However, you may pass your complaint directly to:

Patient Experience Team

Nottingham and Nottinghamshire Integrated Care Board

Sir John Robinson House

Sir John Robinson Way

Arnold

Nottingham

NG5 6DA

Tel: 0115 8839570

Email: nnicb-nn.patientexperience@nhs.net

If you would like further information please follow the link to the ICB website: Patient Experience and Complaints – NHS Nottingham and Nottinghamshire ICB

All GP practices are required to declare the mean (average) earnings for GPs working to deliver NHS services to patients at each practice.

The average pay for GP’s working in Wollaton Park Medical Centre in the last financial year was £54,660 before tax and National
Insurance. This is for 10 part time GP’s and 1 part time salaried GP’s, who worked in the practice for more than 6 months.

It should be noted that the prescribed method for calculating earnings is potentially misleading because it takes no account of how much time doctors spend working in the practice, and should not be used to form any judgement about GP earnings, nor to make any comparison with any other practice.

Wollaton Park Medical Centre takes it very seriously if a member of staff is treated in an abusive or violent way.

The Practice supports the Government’s ‘Zero Tolerance’ campaign for Health Service Staff. This states that GPs and their staff have a right to care for others without fear of being attacked or abused. To successfully provide these services a mutual respect between all the staff and patients has to be in place.

Our Practice staff aim to be polite, helpful, and sensitive to all patients’ individual needs and circumstances. They would respectfully remind patients that very often staff could be confronted with a multitude of varying and sometimes difficult tasks and situations, all at the same time.  The staff understand that ill patients do not always act in a reasonable manner and will take this into consideration when trying to deal with a misunderstanding or complaint.

However, aggressive behaviour, be it violent or abusive, will not be tolerated and may result in you being removed from the Practice list and, in extreme cases, the Police being contacted.

In order for the Practice to maintain good relations with their patients the Practice would like to ask all its patients to read and take note of the occasional types of behaviour that would be found unacceptable:

• Any physical violence towards any member of the Primary Health Care Team or other patients, such as pushing or shoving

• Using bad language or swearing at Practice staff

• Verbal abuse towards the staff in any form including verbally insulting the staff

• Racial abuse and sexual harassment will not be tolerated within this practice

• Persistent or unrealistic demands that cause stress to staff will not be accepted. Requests will be met wherever possible and explanations given when they cannot

• Causing damage/stealing from the Practice’s premises, staff or patients

• Obtaining drugs and/or medical services fraudulently

• We ask you to treat your GPs and their staff courteously at all times

Violence at Work

The Practice acknowledges that there may be instances where violence and / or aggression forms part of a patient’s illness.  In these circumstances, the issue will be discussed with the patient and form part of their care planning.

This information will be recorded in the patient’s medical record and flagged to ensure that members of staff are aware. In addition, where deemed necessary, appropriate support will be put in place, e.g. staff members do not see the patient alone.

Physical and verbal abuse includes:

• Unreasonable and / or offensive remarks or behaviour / rude gestures / innuendoes

• Sexual and racial harassment

• Threatening behaviour (with or without a weapon)

• Actual physical assault (whether or not it results in actual injury) includes being pushed or shoved as well as being hit, punched or attacked with a weapon, or being intentionally struck with bodily fluids or excrement.

• Attacks on partners, members of staff or the public

• Discrimination of any kind

• Damage to an employee’s or employer’s property

Removal From the Practice List

The removal of patients from our list is an exceptional and rare event and is a last resort in an impaired patient-Practice relationship. We value and respect good patient-doctor relationships based on mutual respect and trust. When trust has irretrievably broken down, the Practice will consider all factors before removing a patient from their list, and communicate to them that it is in the patient’s best interest that they should find a new practice. An exception to this is in the case of immediate removal on the grounds of violence e.g. when the Police are involved.

Removing Other Members of the Household

Because of the possible need to visit patients at home, it may be necessary to terminate responsibility for other members of the family or the entire household to ensure the safety of Practice staff.

The prospect of visiting patients that is the residence of a relative who is no longer a patient of the practice, or the risk of being regularly confronted by the removed patient, may make it difficult for the Practice to continue to look after the whole family. This is more likely where the removed patient has been violent or displayed threatening behaviour, and keeping the other family members could put doctors or their staff at risk.