Fair Processing Notice

How we use your information

This privacy notice explains why we as a Practice collect information about our patients and how we use that information.

The Village Practice manages patient information in accordance with existing laws and with guidance from organisations that govern the provision of healthcare in Wales such as the Department of Health and the General Medical Council.

We are committed to protecting your privacy and will only use information collected lawfully in accordance with:

  • Data Protection Act 1998
  • Human Rights Act 1998
  • Common Law Duty of Confidentiality
  • Health and Social Care Act 2012
  • UK Data Protection Act 2018
  • NHS Codes of Confidentiality and Information Security

As data controllers, GPs have fair processing responsibilities under the Data Protection Act 1998. In practice, this means ensuring that your personal confidential data (PCD) is handled clearly and transparently, and in a reasonably expected way.

The Health and Social Care Act 2012 changed the way that personal confidential data is processed, therefore it is important that our patients are aware of and understand these changes, and that you have an opportunity to object and know how to do so.

The health care professionals who provide you with care maintain records about your health and any NHS treatment or care you have received (e.g. NHS Hospital Trust, GP Surgery, Walk-in clinic, etc.). These records help to provide you with the best possible healthcare.

NHS health records may be processed electronically, on paper or a mixture of both; a combination of working practices and technology are used to ensure that your information is kept confidential and secure.

Records held by this GP practice may include the following information:

  • Details about you, such as address and next of kin
  • Any contact the practice has had with you, including appointments (emergency or scheduled), clinic visits, etc.
  • Notes and reports about your health
  • Details about treatment and care received
  • Results of investigations, such as laboratory tests, x-rays, etc.
  • Relevant information from other health professionals, relatives or those who care for you

The practice collects and holds data for the sole purpose of providing healthcare services to our patients and we will ensure that the information is kept confidential.

However, we can disclose personal information if:

  1. It is required by law
  2. You provide consent – either implicitly or for the sake of their own care, or explicitly for other purposes
  3. It is justified to be in the public interest
    Some of this information will be held centrally and used for statistical purposes. Where we hold data centrally, we take strict and secure measures to ensure that individual patients cannot be identified.Information may be used for clinical audit purposes to monitor the quality of service provided, and may be held centrally and used for statistical purposes. Where we do this we ensure that patient records cannot be identified.Sometimes your information may be requested to be used for clinical research purposes – the practice will always endeavour to gain your consent before releasing the information.Improvements in information technology are also making it possible for us to share data with other healthcare providers with the objective of providing you with better care.Patients can choose to withdraw their consent to their data being used in this way. When the practice is about to participate in any new data-sharing scheme we will make patients aware by displaying prominent notices in the surgery and on our website at least four weeks before the scheme is due to start. We will also explain clearly what you have to do to ‘opt-out’ of each new scheme.A patient can object to their personal information being shared with other health care providers but if this limits the treatment that you can receive then the doctor will explain this to you at the time.

Mobile Telephone

If you provide us with your mobile phone number we may use this to send you reminders about any appointments or other health screening information being carried out.

Service Quality and Safety Information Statement

Anastasia Remos is the Practice person responsible for creating systems from which she originates, manages, collates, analyses and evaluates all information:

  1. About the quality and safety of the care, treatment, support and regulatory compliance achieved by the Practice;
  2. Provided by external guidance and reviews issued by national organisations;
  3. About the risk(s) to people’s health, welfare and safety.

She then reviews this with the Practice Partners, who agree relevant changes which are subsequently implemented. Anastasia Remos is responsible for ensuring that relevant and necessary audits are undertaken and completed by staff and the information is taken to the Partners, staff and if needed PPG in order to review service provision.

CCTV and Call Recording Policies

At the Village Practice, we are keen to monitor our services to improve patient experience. We use call recordings to monitor the quality  and also training needs of our Team.

Please find attached our CCTV and Call Recording Code of Practice

Below is our Policy on access and the form to complete to request access. Aysian Parris the Practice Manager is responsible for this process

Request for Access to CCTV or Call Recording

  • If your incident has been reported to the police. Please contact the relevant police force, we will not issue footage for any crime to anyone but the police. By submitting this form you are agreeing to the terms and conditions indicated in the Procedure for the release of evidence. All recordings are stored for a maximum of 28 days. If your request is for footage before this time, it may not be available.
  • The procedure and conditions under which CCTV evidence may be released to third party organisations (police, statutory authorities etc.) or to members of the public. Arguably, Closed Circuit Television (CCTV) is one of the most powerful tools to be developed during recent years to assist with efforts to combat crime and disorder whilst enhancing community safety. Equally, it may be regarded by some as the most potent infringement of people’s liberty. If users, owners and managers of such systems are to command the respect and support of the general public, the systems must not only be used with the utmost probity at all times, they must be used in a manner which stands up to scrutiny and is accountable to the very people they are aiming to protect. The Practice is committed to the belief that everyone has the right to respect for his or her private and family life. Although the use of CCTV cameras has become widely accepted in the UK as an effective security tool, those people who do express concern tend to do so over the handling of the information (data) which the system gathers. After considerable research and consultation, a nationally recommended standard has been adopted by the system owners. General policy All requests for the release of data shall be channelled through the data controller or his nominated representative.
  • Primary request to view data Primary requests to view data generated by a CCTV system are likely to be made by third parties for any one or more of the following purposes:
  • providing evidence in criminal proceedings
  • the prevention of crime
  • the investigation and detection of crime (may include identification of offenders)
  • identification of witnesses (Information is only released on receipt of a crime or police log number)

Third parties, which are required to show adequate grounds for disclosure of data within the above criteria, may include, but are not limited to:

  • police
  • statutory authorities with powers to prosecute, (eg. Customs and Excise; Trading Standards, etc)
  • solicitors
  • claimants in civil proceedings
  • accused persons or defendants in criminal proceedings
  • other agencies, (as agreed by the Data Controller and notified to the Information Commissioner) according to purpose and legal status.

Upon receipt from a third party of a bona fide request for the release of data, the data controller shall:

  • not unduly obstruct a third party investigation to verify the existence of relevant data.
  • ensure the retention of data which may be relevant to a request, but which may be pending application for, or the issue of, a court order or subpoena.

A time limit shall be imposed on such retention, which will be notified at the time of the request. Where requests fall outside the terms of disclosure and Subject Access legislation, the data controller, or nominated representative, shall:

  • be satisfied that there is no connection with any existing data held by the police in connection with the same investigation
  • treat all such enquiries with strict confidentiality.

Secondary request to view data A ‘secondary’ request for access to data may be defined as any request being made which does not fall into the category of a primary request. Before complying with a secondary request, the data controller shall ensure that:

  • the request does not contravene, and that compliance with the request would not breach, current relevant legislation, (eg. Data Protection Act 1998, Human Rights Act 1998, section 163 Criminal Justice and Public Order Act 1994, etc);
  • any legislative requirements have been complied with, (e.g. the requirements of the Data Protection Act 1998);
  • due regard has been taken of any known case law (current or past) which may be relevant, (eg. R v Brentwood BC ex p. Peck); and
  • the request would pass a test of ‘disclosure in the public interest’.

If, in compliance with a secondary request to view data, a decision is taken to release material to a third party, the following safeguards shall be put in place before surrendering the material:

  • in respect of material to be released under the auspices of ‘crime prevention’, written agreement to the release of the material should be obtained from a police officer, not below the rank of Inspector. The officer should have personal knowledge of the circumstances of the crime/s to be prevented and an understanding of the CCTV System Code of Practice.
  • if the material is to be released under the auspices of ‘public well being, health or safety’, written agreement to the release of material should be obtained from a senior officer within the Local Authority. The officer should have personal knowledge of the potential benefit to be derived from releasing the material and an understanding of the CCTV System Code of Practice.

Recorded material may be used for bona fide training purposes such as police or staff training. Under no circumstances will recorded material be released for commercial sale of material for training or entertainment purposes. Individual subject access under Data Protection legislation Under the terms of Data Protection legislation, individual access to personal data, of which that individual is the data subject, must be permitted providing:

  • the request is made in writing; •a specified fee is paid for each individual search;
  • the data controller is supplied with sufficient information to satisfy him or her self as to the identity of the person making the request;
  • the person making the request provides sufficient and accurate information about the time, date and place to enable the data controller to locate the information which that person seeks, (it is recognised that a person making a request is unlikely to know the precise time. Under those circumstances it is suggested that within one hour of accuracy would be a reasonable requirement);
  • the person making the request is only shown information relevant to that particular search and which contains personal data of her or him self only, unless all other individuals who may be identified from the same information have consented to the disclosure.

In the event of the data controller complying with a request to supply a copy of the data to the subject, only data pertaining to the individual should be copied, (all other personal data which may facilitate the identification of any other person should be concealed or erased). Under these circumstances an additional fee may be payable. The data controller is entitled to refuse an individual request to view data under these provisions if insufficient or inaccurate information is provided, however every effort should be made to comply with subject access procedures and each request should be treated on its own merit. In addition to the principles contained within the Data Protection legislation, the data controller should be satisfied that the data is:

  • not currently and, as far as can be reasonably ascertained, not likely to become, part of a ‘live’ criminal investigation;
  • not the subject of a complaint or dispute which has not been actioned; •the original data and that the audit trail has been maintained;
  • not removed or copied without proper authority;
  • for individual disclosure only (i.e. to be disclosed to a named subject). Process of disclosure Verify the accuracy of the request. Replay the data to the requestee only, (or responsible person acting on behalf of the person making the request). The viewing should take place in a separate room and not in the control or monitoring area. Only data which is specific to the search request shall be shown. It must not be possible to identify any other individual from the information being shown, (any such information will be blanked-out, either by means of electronic screening or manual editing on the monitor screen). If a copy of the material is requested and there is no on-site means of editing out other personal data, then the material shall be sent to an editing house for processing prior to being sent to the requestee. Media disclosure In the event of a request from the media for access to recorded material, the procedures outlined under ‘secondary request to view data’ shall be followed. If material is to be released the following procedures shall be adopted: •the release of the material must be accompanied by a signed release document that clearly states what the data will be used for and sets out the limits on its use, and indemnifies the partnership against any breaches of the legislation.
  • the release form shall state that the receiver must process the data in a manner prescribed by the data controller, e.g. specific identities/data that must not be revealed.
  • it shall require that proof of any editing must be passed back to the data controller, either for approval or final consent, prior to its intended use by the media (protecting the position of the data controller who would be responsible for any infringement of Data Protection legislation and the System’s Code of Practice).
  • the release form shall be considered a contract and signed by both parties. By submitting this form you are agreeing to the terms and conditions indicated in the Procedure for the release of evidence. All recordings are stored for a maximum of 28 days. If your request is for footage before this time, it may not be available.

Request for Access to CCTV or Call Recording Form

    Complaints Procedure

    At The Village Practice, we are committed to providing high-quality care and services. We always welcome your feedback, whether it be highlighting a positive encounter or letting us know when we have not met desired standards. If you are unhappy with any aspect of your experience, we encourage you to let us know so we can address your concerns and improve our services.

    How to Make a Complaint

    We encourage any comments both positive and negative and we have several ways that you can let us know.

    • Informal Resolution:If you have a concern, please speak to a member of our staff as soon as possible. Many issues can be resolved quickly and informally.
    • Friends and Family Test: This is available on our website under ‘Have your say’ or in the waiting room.
    • NHS Reviews: Search on the web for the Village Practice and you can leave a review.
    • Formal Complaint: If your concern is not resolved informally, you can make a formal complaint. You can send your complaint via email to nclicb.complaints.thevillagepractice@nhs.net or discuss further by phoning 020 7700 6464 and ask to speak to the complaints manager.

    Complaints must be received within 12 months of the incident or from the date you first became aware of it, to ensure we can investigate thoroughly.

    What happens Next

    • Acknowledgement: We will acknowledge your complaint within three working days.
    • Investigation: Your complaint will be thoroughly investigated by our complaints manager. If you wish for your details to be kept anonymous from other members of staff, please let us know when you contact us. This will not adversely affect your care.
    • Response: We aim to provide a full response within 28 days. If more time is needed, we will keep you informed of the progress.

    Help With Making Your Complaint

    If you feel you cannot contact the practice directly:

    You can send details of your complaint to NHS England:
    PO Box 16738,
    Redditch B97 9PT
    Tel: 0300 311 22 33
    Email:  England.contactus@nhs.net

    NHS Parliamentary and Health Service Ombudsman:

    If you are not satisfied with the handling or response to your complaint, you have the right to ask the Health Service Ombudsman to investigate the complaint on your behalf:

    Website: Making a complaint | Parliamentary and Health Service Ombudsman (PHSO)

    Customer Helpline: Tel: 0345 015 4033 / Textphone (minicom) 0300 061 4298

     

    Complaining on behalf of someone else

    Please note that we observe the rules of medical confidentiality. If you are complaining on behalf of someone else, we must receive their permission to continue. A letter signed by the person concerned will be needed may be needed and in some circumstances, some form of identification. This is purely to preserve and protect the individual’s rights and information.

    GP Net Earnings

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

    The average pay for GPs working at the Village Practice in the last financial year was £46,352 before tax and National
    Insurance.


    This is for 4 full time, 5 part time and 2 locum GPs who worked in the practice for more than six months

    Mission Statement

    Mission Statement

    Our mission at The Village Practice is to improve the health, wellbeing and quality of lives for those we care for. We are passionate about equality, community, sustainability and putting our patients in the heart of everything we do.

    Vision & Values

    • Empowering patients to take control & make decisions about their own care
    • Ensuring that patients have a positive experience of the care we provide
    • Improving the health and wellbeing of our patients through effective clinical decision making
    • Ensuring our patients have safe and timely access to all NHS services
    • Valuing sustainability in a way that will improve care for our patients and the planet, making our patch of Islington a ‘greener’ place to be
    • Encouraging learning from each other to create a supportive culture

    Core Values 

    • Quality: To provide high quality, safe, professional primary health care general practice services to all our patients
    • Integrity: Operating within an ethical framework through openness and transparency. Being accountable for our actions.
    • Compassionate: Being compassionate about enhancing caring for all our patients within the community.
    • Working as a team:  Valuing the contribution of every team member and building a mutually supportive environment with forward thinking attitudes.
    • Learning and improving: Adapting to change, building on achievements and developing our services and others.
    • Sustainability:  being committed to making changes and improvements that will help reduce our carbon footprint, as well as improving health and wellbeing of patients and our own staff.