Only healthcare professionals within the practice are able to access patient information. Any information requested by a third party will only be processed with a signed statement from the patient involved.A computer is used to retain records and to facilitate some aspects of patient care including recall for screening procedures and printing prescriptions. If you receive a letter from the practice please do not ignore it, we are committed to improving patient care. This practice is registered under the Data Protection Act and you may be sure that all records whether written or computerised are strictly confidential.

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.

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.

Please click here to find a copy of our complaints procedure.

If you have a complaint or a concern about the service you have received from the doctors or any of the staff working in this practice then we would like to know about this. In the first instance we encourage you to contact our Practice Manager Claire Glover to discuss this further. If you are complaining on behalf of someone else, the practice needs to know that you have their permission to do so.

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:

Email [email protected]

Telephone: 0115 8839570 or

By post: Patient Experience Team, Civic Centre, Arnot Hill Park, Nottingham Road, Arnold, Nottingham, NG5 6LU

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

However, please note, patients cannot raise the same complaint with the practice and ICB.

Is there a time limit?

A complaint must be made within 12 months of the date of the incident that caused the problem or the date of discovering the problem.

Please remember, the quicker you complain, the easier it will be to investigate the facts.

If you are not satisfied with the outcome?

You can contact the Parliamentary and Health Service Ombudsman (PHSO) on 0345 015 4033.

For more information see their website www.ombudsman.org.uk

Other useful contacts

POhWER, NHS Complaints Advocacy, on 0300 456 2370.  For more information see their website www.pohwer.net

Well pharmacy (next door to us), is its own independent business and any concerns need to be made directly to them not to the practice.

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.

All information about patients is confidential, from the most sensitive diagnosis to the simple fact of having visited, or being registered at, a surgery. All patients can expect that their personal information will not be disclosed to anybody without their express permission. The exception to this is in extreme circumstances when somebody is in grave risk of serious harm, and disclosure will protect their health, safety or wellbeing. It may be that in the course of their duty practice staff and attached healthcare professionals will need to access a patient’s records but they are all bound by contracts of employment to maintain confidentiality. All healthcare professionals are individually accountable for their actions.

Wollaton Park Medical Centre is open and honest with patients when something that goes wrong with their treatment or care causes, or has the potential to cause, harm or distress. This means that we will:

– tell the patient (or, where appropriate, the patient’s advocate, carer or family) when something has gone wrong
– apologise to the patient (or, where appropriate, the patient’s advocate, carer or family)
– offer an appropriate remedy or support to put matters right (if possible)
– explain fully to the patient (or, where appropriate, the patient’s advocate, carer or family) the short and long term effects of what has happened.

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

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 GPs working in Wollaton Park Surgery in the last financial year was £62,049.00 before tax and National Insurance. This is for one full time GPs and eight part time GPs 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.

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.

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

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.