Practice Policies & Patient Information

Complaints

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 Jane Wardle either in person, by phone or in writing:

Tel: 01623 759447

Address: Drs Barish & Balakrishnan

The Surgery

Lowmoor Road

Kirkby in Ashfield

Nottingham

NG17 7BG

Online: [email protected]

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 5 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: [email protected]

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

GDPR

The current NHS Digital (NHSD) extract of GP data for Research purposes (known as the GPDPR) has been delayed due to NHSD wishing to review the way in which this data will be collected, to conduct more public involvement and information about the plans and change the way in which patients can opt out of the extract of their GP data.

Currently the only way to opt out is to complete a Type 1 opt out form and return this to the practice by the 1st September. However, this extract will not be taken until the NHSD have changed the way it will take the data and respect the patient’s choice for using their data. NHSD are introducing the following changes to the opt out process which will mean that patients will be able to change their opt-out status at any time:

– Patients do not need to register a Type 1 opt-out by 1st September to ensure their GP data will not be uploaded.
– NHS Digital will create the technical means to allow GP data that has previously been uploaded to the system via the GPDPR collection to be deleted when someone registers a Type 1 opt-out.
– The plan to retire Type 1 opt-outs will be deferred for at least 12 months while we get the new arrangements up and running and will not be implemented without consultation with the RCGP, the BMA and the National Data Guardian.

This means that you can opt out at any time in the future and NHSD will delete data that they already have taken for research purposes, the deadline of the 01/09/2020 has been delayed until a new system of opt out is developed. Hopefully, this will be a simple centralised approach via the NHS app or NHS website to avoid paper form and administration work for your GP.

We will update you when we know more about the NHSD plans to change how you can control who has access to your data.

GP Net Earnings

Publication of Earnings

All GP practices are required to declare the mean earnings (e.g Average) for GP’s working to deliver NHS services to patients at each practice.

The average pay for the GP’s working in The Surgery in the last financial year before tax and National Insurance was £105,187.

This is for 2 full time GP’s, 0 part time GP’s and 0 Locum 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.

Infection Control Statement

Purpose

The annual statement will be generated each year, and it will summarise:

The annual infection control audit summary and actions undertaken.
Significant Events
Infection control risk assessments and actions undertaken.
Details of staff training (both as part of induction and annual training) with regards to infection prevention and control
Any review and update of policies, procedures, and guidelines.

Infection Control Team

Lowmoor Road have two leads for Infection control.

They are supported by the GPs and Practice Manager Jane Wardle.

Both nurses have attended Infection Prevention training courses in 2023

Julie Richardson

Infection Control lead Nurse

Wendy Webb

Infection Control Nurse

Significant Events

Post infection reviews are carried out and includes reviewing of care given by the GP and other primary care colleagues. Any learning identified would be fed back and discussed in monthly meetings in surgery with all surgery staff both clinical and non-clinical and any learning points identified, and actions taken.

During the past year there have been no significant events raised in relation to infection control.

Infection Prevention Audit and Risk assessments

Annual Infection Prevention and Control Audits have been completed by Julie Richardson along with Wendy Webb

As a result of audits taken:

New bed roll holders have been purchased.
Storage of clinical items (new clear storage boxes purchased for clear identification)
Clinical rooms – Both GP and nurse rooms have had wipeable skirtings reglued.
Cupboard doors in clinical rooms realigned to close correctly.

We work together with our cleaning provider Clean Slate and have weekly audits undertaken and any highlighted areas of improvement are rectified to ensure the ongoing cleanliness of the practice.

Audits undertaken.

Legionella risk Assessment
Annual infection control audit
Hand hygiene
Disposal of Waste
Needle stick Injury

Risk assessments are carried out to ensure we minimise the risk of infection and to ensure the safety of the patients and staff.

Legionella (water) risk assessments are carried out by Clean Slate, and we have 6 monthly attendances by Brodex to check water tanks and temperatures. No water supply risks have been identified and this does not pose a risk to patients, visitors, or staff.

Immunisations: – The practice ensure that all staff are up to date with their Hepatitis B immunisations and offered vaccinations applicable to their role (i.e., Seasonal Flu)

We offer and take part in the National Immunisation Campaign and offer vaccinations to all eligible patients, in house and via home visits for our practice population.

Curtains – The Curtains in all clinical rooms are changed every 6 months in line with the NHS Cleaning specifications. We use disposable curtains and are vacuumed regularly to prevent dust build up. Any that are visibly soiled will be replaced.

Cleaning – We use Clean Slate who provide cleaning rotas for rooms and monthly and annual audits. Any problems we encounter are raised and dealt with efficiently.

Hand washing sinks – We provide a hand wash sink in each clinical room. The Sinks do not meet the latest standards, but they have no plugs and covered overflows. Staff are aware to turn off any taps that are not hands free with paper towels for safety. All liquid soap dispensers are wall mounted near to each sink.

Staff Training

Any new staff to join the surgery would receive infection control hand washing within the first month of employment.

All clinical practice staff completed hand washing training within the past 12 months. Yearly online training on Blue Stream for clinical staff.

All non-clinical staff completed hand wash training within the past 12 months.

3 yearly online training for non-clinical staff.

Policies

All policies related to Infection Prevention and Control are reviewed in line with National and local guidance and are updated on an ongoing basis as new guidance and legislation changes.

Infection control policies are available for staff to review, and new legislation discussed on an annual basis.

Responsibility

It is the responsibility of each staff member to be familiar with this statement and are aware of their roles and responsibilities under this.

Responsibility for Review

The Infection Prevention and Control Leads, Julie Richardson, and Wendy Webb along with support from the Practice Manager Jane Wardle are responsible for reviewing and producing an Annual Statement

Date for Review August 2025

Julie Richardson/Wendy Webb (Infection Control Nurses)

Drs Barish & Balakrishnan

Lowmoor Road Surgery

Information Sharing

From time to time it is helpful for us to be able to share information about your health and care requirements with other health organisations that are responsible for providing you with healthcare. Across Nottinghamshire we are introducing a new system called MIG (Medical Interoperability Gateway) which will enable us to share relevant medical information from your GP record with other healthcare professionals who are providing you with direct care. The MIG allows for relevant information to be viewed by other healthcare professionals, however before your information is accessed you will be asked for your explicit consent. Examples of organisations that may access your GP health information include CNCS Out of Hours team and local A&E departments.

Sharing of information in this way is designed to ensure that the healthcare professionals looking after you have the most relevant information to enable them to provide you with the most appropriate care. The type of information shared is restricted and includes a summary of current problems, current medication, allergies, recent tests, diagnosis, procedures, investigations, risks and warnings – all this information is currently held in your GP system record.

Whenever a clinician from another healthcare organisation wishes to view your GP information via the MIG they will always seek your permission before doing so; if you say “NO” they will not be able to see any information from your GP record during the episode of care.

If you have any concerns about the sharing of your information, or do not want your information being made available via the MIG, then please speak to your practice who can advise accordingly.

Patient Services