Neasham Road Surgery
186 Neasham Road Darlington County Durham DL1 4YL
Tel: 01325 461128
Fax: 01325 469123
Out of Hours: 111

Complaints

Neasham Road Surgery is committed to providing the very best quality of care in a friendly and pleasant environment. The Surgery welcomes comments, compliments and complaints from all its patients, carers and service users. Neasham road surgery defines a complaint as “an expression of dissatisfaction about care or treatment, requiring a considered Practice response” Click here to view our Complaints Policy.

Complaints provide us with an opportunity to continuously improve our services to patients and service users. To make a complaint, please do so in writing to: Practice Manager, Neasham Road Surgery, 186 Neasham Road, Darlington, DL1 4YL.

All complaints will be dealt with as soon as possible to provide an early resolution.

If you are still dissatisfied or would like further advice, please open the ICAS complaints leaflet who should be able to provide further assistance.

Confidentiality

Privacy And Confidentiality Of Your Medical Records

Your medical record is a life-long history of your consultations, illnesses, investigations, prescriptions and other treatments. Your GP is responsible for the accuracy and safekeeping of your medical records.

You can help us to keep it accurate by informing us of any change in your name, address, marital status and by ensuring that we have full details of your important medical history.

If you move to another area or change GP, we will send your medical records to the local Health Authority to be passed on to your new practice. However, we will keep a copy of all entries into your records whilst you are registered with us.

Your right to privacy

You have a right to keep your personal health information confidential between you and your doctor. This applies to everyone over the age of 16 years and in certain cases to those under 16.

Who else sees my records?

There is a balance between your privacy and safety, and we will normally share some information about you with others involved in your health care, unless you ask us not to. This could include doctors, nurses, therapists and technicians involved in the treatment or investigation of your medical problems.

Our practice nurses, district nurses, midwives and health visitors all have access to the medical records of their patients. It is our policy to try to have a single medical and nursing record for each patient. We firmly believe that this offers the best opportunity for delivering the highest quality of care from a modern primary care team.

Our practice staff have limited access to medical records. They need to notify the health authority of registration and claim details and perform various filing tasks on the medical records.
All our doctors, nurses and staff have a legal, ethical and contractual duty to protect your privacy and confidentiality.

Where else do we send patient information?

We are required by law to notify the Government of certain infectious diseases (e.g. meningitis for public health reasons.

The law courts can also insist that GPs disclose medical records to them. Doctors cannot refuse to cooperate with the court without risking serious punishment.

We are often asked for medical reports from solicitors. These will always be accompanied by the patient’s signed consent for us to disclose information.

Limited information is shared with health authorities to help them organise national programmes for public health, such as childhood immunisations, cervical smear tests and breast screening. GPs must keep the health authorities up to date with all registration changes, additions and deletions. We also notify the health authority of certain procedures that we carry out on patients (contraceptive and maternity services, minor operations,booster vaccinations).

Social Services and the Benefits Agency and others may require medical reports on you from time to time. These will often be accompanied by your signed consent to disclose information. Failure to cooperate with these agencies can lead to patients’ loss of benefit or other support. However, if we have not received your signed consent we will not normally disclose information about you.

Life Assurance companies frequently ask for medical reports on prospective clients from the GP. These are always accompanied by your signed consent form. GPs must disclose all relevant medical conditions unless you ask us not to do so. In that case we would have to information the insurance company that you have instructed us not to make a full disclosure to them. You have the right, should you request it, to see reports to insurance companies or employers before they are sent.

How can I find out what’s in my medical records?

We are required by law to allow you access to your medical records. If you wish to see your records please contact a member of practice staff for further advice. All requests to view medical records should be made in writing to the Practice Manager. We are allowed by law to charge a small fee to cover our administration and costs.

We have a duty to keep your medical records accurate and up to date. Please feel free to correct any errors of fact which may have crept into your medical record over the years.

What we will not do

To protect your privacy and confidentiality we will not normally disclose any medical information over the telephone or fax unless we are sure that we are talking to you. This means that we will not disclose information to your family, friends, and colleagues about any medical matters at all, unless we know that we have your consent to do so.

This also means that we will not normally disclose test results over the phone and may wish to call you back to ensure that we are talking to the right person.

Our staff will not disclose any details at all about patients over the telephone. Please do not ask them to – they are instructed to protect your privacy above all else!

Finally if you have any further queries, comments or complaints about privacy and your medical records, then please contact a member of practice staff or talk to your own GP.

Consent


Why consent is crucial

Patients have a fundamental legal and ethical right to determine what happens to their own bodies. Valid consent to treatment is therefore absolutely central in all forms of healthcare, from providing personal care to undertaking major surgery. Seeking consent is also a matter of common courtesy between health professionals and patients.

What consent is – and isn’t

“Consent” is a patient’s agreement for a health professional to provide care. Patients may indicate consent non-verbally (for example by presenting their arm for their pulse to be taken), orally, or in writing. For the consent to be valid, the patient must:
• be competent to take the particular decision;
• have received sufficient information to take it; and
• not be acting under duress.

Please click here to view our full consent policy.

New Patient Questionnaire

Available in your new patient pack, please ask at reception
 

Practice newsletter

Please click here to view our most recent surgery newsletter.

Patient Participation Group PPG

Aims & objectives of the group:

  • To establish an effective line of communication between partners, staff and patients.
  • To work together in a supportive and constructive manner to agree any changes which will benefit the diverse needs of our patient population.

Please note this group is not intended to be a forum to discuss individual or personal complaints.

If you would like more information about the Patient Participation Group please contact us on 01325 461128 or email neashamroad.surgery@nhs.net.

PLEASE CLICK HERE TO SEE THE MINUTES FROM OUR PPG MEETING DATED 02.12.2014
PLEASE CLICK HERE TO SEE THE MINUTES FROM OUR PPG MEETING DATED 03.03.2015
PLEASE CLICK HERE TO SEE THE MINUTES FROM OUR PPG MEETING DATED 13/10/2015
PLEASE CLICK HERE TO SEE THE MINUTES FROM OUR PPG MEETING DATED 01/03/2016
PLEASE CLICK HERE TO SEE THE MINUTES FROM OUR PPG MEETING DATED 14/09/2016
PLEASE CLICK HERE TO SEE THE MINUTES FROM OUR PPG MEETING DATED 08/03/2017
(Please note that all hard copies of meeting minutes have been checked and signed by our patient lead.)

Patient Participation Group Report 2014-2015

Surgery Opening Times:

Monday: 8.00am - 6.00pm
Tuesday: 7.30am - 12.45pm and 1.45pm - 6.00pm
Wednesday: 7.30am - 6.00pm
Thursday: 7.30am - 6.00pm
Friday: 7.30am - 6.00pm

How to contact us during core hours

Enquiries and appointments - 01325 461128
Emergencies and home visits - 01325 462272/01325 461128
Email - neashamroad.surgery@nhs.net
Website - www.neashamroadsurgery.co.uk
Should you require more information about our PPG please email neashamroad.surgery@nhs.net

Patients' Charter

Our Practice Patients’ Charter:

The aim of this practice is to always provide the best possible standard of health care for our patients. We provide a complete range of services through primary care and take every opportunity to expand the range so that you will always have the maximum care available.
The Practice Patients’ Charter sets out a statement of what you can expect from us and what we ask of you in return, so that we can work in harmony together and maintain the aims we have indicated.

  • We will treat you with respect and courtesy and help you to make the best use of our service.
  • Any advice on treatment will be based on clinical need. We will always be willing to explain our findings and the advice we give, including the choices of treatment.
  • We will respect our patients’ privacy, dignity and confidenti-ality at all times over your details and will not divulge infor-mation even to a family member without your consent.

For more information, please click here

Practice leaflet

Please click here to view our practice leaflet.

Sharing your information

Please read both parts (1 and 2) for sharing information...

1. Health and Social Care Information Centre

  • 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. How your information is used and shared is controlled by law and strict rules are in place to protect your privacy. We need to make sure that you know this is happening and the choices you have.
  • Please see below all information available to patients regarding the sharing of your information. If you have concerns or are unhappy for your information to be shared please contact us on 01325 461128.
  • Patient information leaflet
  • Poster
  • Patient Frequently Asked Questions

2. Electronic Sharing

  • Today, electronic records are kept in all the places you receive healthcare. These places can usually only share information from your records by letter, email, fax or phone. At times, this can slow down your treament and mean information is hard to access. Your care service however, uses a unique computer system called SystmOne that allows the sharing of full electronic records accross different healthcare services. This information is only shared when you are referred from our practice to another service e.g. you may be referred to the Podiatry department. As per our current practice policy, whenever you are referred your information is shared with that particular service you have been referred to unless you specifally state that you wish to opt out from this. Please click the link below for more information:

Electronic Sharing - Patient Information Leaflet

  • For further information, or to Opt Out from your record being shared with the services which you are referred to, please contact us on 01325 461128.