Access to Records

From 1st April 2020, GP practices must offer all patients online access to all prospective data on their patient record unless exceptional circumstances apply. In addition, GP practices will make online access to the full historic digital record available to patients on request. To request your medical records before 1st April 2020, please complete the attached form and return it to the surgery in person with one form of photographic ID.

Can I access someone else’s medical records via proxy?

Health records are confidential so you can only access someone else’s records if you are authorised to do so.

To access someone else’s health records, you must:

• be acting on their behalf with their consent, or
• have legal authority to make decisions on their behalf (power of attorney), or
• have another legal basis for access

For further information see the NHS.uk – Access to someone else’s medical or health records advice page.

If you wish to to allow surgery staff to speak to another person/s on your behalf please visit Reception.

How to sign up for proxy access

The steps below show how you can give another person access:

1. Contact your surgery to let them know you would like to give your chosen person access to your GP online services. You may also choose to register for online services for yourself if you do not already use them
2. The Practice will give your chosen person a form to fill in. You will also need to sign to confirm you agree with the information on the form. You can also choose whether you only want them to book appointments or order prescriptions or use all the services on your behalf. It is up to you.
3. Your chosen person will need to show your surgery their photo ID and proof of address. This may be a passport or photo driving licence and a bank statement or council tax statement. If they don’t have the required ID, speak to staff at the surgery, who may be able to help confirm who they are in another way.
4. Staff at the Practice will make a decision on whether to give your chosen person access to your GP online services. If we decide not to give them access, we will discuss their reasons with you.
5. The staff will give your chosen person their own username and password to use to login to your GP online services.

We aim to provide patients with the best care we can, but occasionally we can sometimes fall short of the mark.  If you have any compliments, comments, concerns or complaints about our service, we want to hear about it.

We would encourage you to speak to whoever you feel most comfortable with – your doctor, nurse a receptionist or manager who will provide you with a complaints/feedback/Friends and Family Test form

If you would prefer to give your feedback in writing please send it to:

Practice Manager

North Baddesley Surgery

Norton Welch Close,

Fleming Avenue,

North Baddesley

SO52 9EP

If you feel that your complaint has not been dealt with satisfactorily or you wish to discuss your concerns with someone not connected to your care, you can contact:

South East Complaints Hub, NHS Frimley ICB, Aldershot Centre for Health, Hospital Hill, Aldershot, Hampshire
GU11 1AY

Tel: 0300 561 0290

Email: Frimleyicb.southeastcomplaints@nhs.net

What You Can Do To Help Us

Your practice tries very hard to meet the needs of all patients.

We need your help to do this.

Do you need to see the doctor or nurse, or could you simply speak to them?

Most practices now offer telephone consultations.

The busiest times for incoming telephone calls in the Practice is between 8 – 10am – if your call is not urgent please leave it until the afternoon, when the lines are quieter.

The average practice may receive between 100 – 200 telephone calls between 8 and 10am.

It is helpful though if home visits are requested early in the day, if possible.  This enables the GPs to prioritise the home visits and makes planning far easier.

Please cancel appointments that are no longer required as these can then be used for another person.

Most appointments are booked at 15 minute intervals, some patients need longer than this and some need less time.

Our GP’s run a system on one problem per appointment. This then allows the GP to thoroughly go through the issues and action them appropriately without the need to rush though and potentially miss something or run behind in the clinic.

Advice and self help

It is estimated that every year 50 million people visit their GPs for minor ailments such as coughs, colds, mild eczema and athlete’s foot. By visiting your local pharmacy you could save yourself time and trouble.

If you are looking for information or advice you could ring NHS 111 (you simply dial 111) and they can offer help and advice or tell you the best place to get the information you are looking for.

There are some good websites which give excellent information for patients and help with symptom checking such as NHS.uk or Patient.

Keep your contact details up to date, especially phone numbers. A contact email address and mobile phone number is always helpful.

Medication

Only order the medication you require.  Some patients order too much and “stock pile”.  This is estimated to waste £300 million per year, this means that this money cannot be spent on medications or treatments which could help other patients. Take your medication as prescribed (over 20% of patients do not!).  If you have concerns about your medication or are not happy to take what is prescribed to you, discuss this with your GP.

If your repeat medications are not synchronised, ask for them to be aligned.  This will help you, but will also help the practice.

Many practices have the facility to order regular medication via the Practice website. This will be easier for you and will also help us to provide a better service.

Urgent or Emergency Care

If you have a life threatening emergency, then the appropriate course of action is to dial 999 or go to the nearest Accident and Emergency Dept.

For urgent medical problems you can dial 111 (now called NHS 111) or when your practice is open, phone them, be prepared to give details of your problem.  If there is an urgent medical problem the Practice will see you the same day and in a timescale that is appropriate to your medical problem.

Accident and Emergency Departments are there to treat people with serious problems or problems that cannot be dealt with by general practice.
Remember the experts are your GPs, many doctors who work in A&E Departments will be far less experienced than your GP.

All our patients have an allocated named GP to offer continuity of care.  This does not mean that in the event of your named GP not being in the surgery you would not be seen – you would be offered an appropriate appointment with an alternative clinician.

NHS Patient Charter

North Baddesley Surgery Privacy Policy – September 2023

National Data Opt-Out Choice

Website Privacy Policy

We are committed to protecting the privacy of all individuals using this website.

This policy explains how we use any personal information we collect from you through this website.

Collection of personal information

You can access most of the pages on our website without giving us your personal information. However, you may choose to provide us with your personal information on some pages of the website by completing an on-line form.

By submitting your personal information, you consent to our use of the information as set out in this privacy policy.

Use of personal information

We shall use any personal information you give to us, in accordance with this policy, and with any additional statements appearing on forms used for submitting your personal information. We shall not disclose your personal information to any third parties without obtaining your prior consent unless we are required by law to do so. In particular:

We shall use your personal information to administer, and may respond to, your request.

We shall securely store the information you supply together with any response we may provide.

If you contact us regarding the website we may use your details to reply to you. If you make a comment or complaint about other aspects of the service we may use your details to investigate your comments.

Website privacy

This website uses https to ensure data is encrypted in transmission. This encryption, known as TLS encryption protocol, allows us to protect your privacy. You can usually verify that the page is encrypted by seeing a small lock symbol in the upper left corner of your browser and the website address is prefixed with https://.

Data storage

All data obtained by us is held and used in compliance with the Data Protection Act 2018.

Cookie Policy

For information please read our Cookie Policy.

Links

This website contains links to other sites. We are not responsible for the privacy practices of third parties that run any other websites. Please refer to their own privacy policies for more information.

Access to your personal information

You have a right under the Data Protection Act 2018 to ask us to provide you with the information we hold about you and to have any inaccuracies corrected. If you would like to access a copy of your information, please contact the Practice Manager using the following contact details in the heading above.

Health & Social Care Act 2012

North Baddesley Surgery
Norton Welch Close
Fleming Avenue
North Baddesley
Southampton
Hampshire
SO52 9EP

Telephone: 023 80743400

Provider ID No: 1-199750300

Partners

Dr Nicola Holroyd

Dr Roland Fowler

Dr Andreas Photiou

Aims & Objectives

• We aim to prevent ill health, improve well being and provide services that improve local health outcomes.
• We plan to deliver high quality services that are responsive to the needs of our local community and under the guidance of our commissioners.
• We have an obligation to consider the efficient use of resources and deliver services in a financially considerate way, providing services that are equitable, accessible and of high quality, looking at the needs and interests of the wider community.
• We aim to be the employer of choice.
• We will work to deliver high quality, integrated care
• We will work to deliver innovative and flexible solutions that support and improve the health and wellbeing of our patients.
• We aim to deliver value for money and be financially sustainable.

Service Users

We provide care for our whole registered population and those that need medical care when residing temporarily within our area or those who require immediately necessary attention whilst visiting.

Registered Activities

The CQC Registered Manager for North Baddesley Surgery is Dr Nicola Holroyd.

We are registered for the following activities:

• Treatment of disease, disorder or injury
• Diagnostic and screening procedures
• Family planning
• Surgical procedures
• Maternity & midwifery services

Zero Tolerance Policy

As a Practice, we are very aware that visiting your GP practice can, at times, be stressful and concerning for patients. Delays in obtaining appointments and delays in surgery times due to unforeseen emergency appointments, can also add to these concerns.

We always strive to meet patient expectation and deliver the highest standards of healthcare. For the vast majority of our patients we achieve this, despite the finite resources and steadily increasing demand for services that exists today within the NHS.

Our staff come to work to care for others, and it is important for all members of the public and our staff to be treated with respect.

In line with the rest of the NHS and to ensure this is fully observed we have a Zero Tolerance policy whereby aggressive or violent behaviour towards our staff will not be tolerated under any circumstances.

Any patient (or their relative/carer) who verbally abuses (including swearing at) a member of practice staff will be sent a letter from the Practice confirming that this behaviour will not be tolerated.

Any future violation of this policy may result in the patient’s removal from the Practice patient list.

The Police will be called in all cases of violence.

The Practice feels sure you will understand that proper behaviour is absolutely necessary for our staff and patients and that non-observance will not be accepted.

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