Bodey Medical Centre Mission Statement 

Vision 

We put patient safety and welfare at the heart of all we do. We create a welcoming environment. 

We provide excellent quality care, promoting and sharing evidence-based best medical practice  

We treat our patients with dignity and respect. Bodey Medical Centre is an environment in which diversity is valued and equality promoted.  

We adopt a holistic and patient-centred approach; listening patiently with compassion to deliver care which is tailored to each individual’s needs. We support patients to make decisions which will improve and maintain their health and wellbeing. 

We constantly review the care we provide. We welcome and adapt to change through active participation in training, education, and research. We embrace innovation and technology to continually improve our service.  

We work in collaboration with other health and social care organisations for the benefit of our patients. We engage with community and local resources.   

Values: 

Kindness– we ensure that our patients are treated with compassion and empathy. Our words and actions demonstrate our sincere care for our patients.

Quality- we strive to achieve the best possible outcomes for our patients, aiming for excellence in clinical care. 

Integrity – we are honest and share how we practice with transparency. We are open and honest about what we can and cannot do. Maintaining a duty of candour, we are accountable for our actions. 

Responsiveness– we listen to our staff and patients and respond to their feedback. We welcome other opinions. We review and respond to compliments and complaints in a timely manner. We are aware of, and respond to, the dynamic needs of our community. 

Sustainability- We use resources fairly to ensure nobody is excluded, discriminated against, or left behind. We use resources responsibly considering our environmental impact. We ensure financial stability for business continuity and practice development. 

We make every effort to give the best service possible to everyone who attends our practice.

However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.

We offer a Practice Complaints Procedure to deal with any comments, suggestions or complaints. Our aim is to give you the highest possible standard of service and we regard any complaint as constructive.  We hope that by being open and accessible, we can prevent relationships from breaking down.

There is a practice-based complaints procedure. If you have any complaints / comments on the services we provide, please write to the Practice Manager via post or email: [email protected]. You can also submit a complaint via our contact us page here. We will deal with all issues raised impartially, speedily and confidentially. We value your comments and hope that they will help us to improve our service.

Formal complaints need to be submitted in writing (where possible) for the attention of the practice manager.  The acknowledgement will be sent within one week.  The complaint will then be fully investigated, and a response will be sent within a reasonable timeframe.

If you would prefer your complaint was not dealt with initially by the practice, you can contact the Greater Manchester Integrated Care Complaints Team

(See details below)

GMICB Complaints Team

Complaints

Manchester – NHS GM

Manchester Feedback and Complaints Service

PO BOX 532, Town Hall

Manchester

M60 2LA

Email:[email protected]

Call:0161 953 8388

Comments-compliments-and-complaints-leaflet-1 (2)

Local area Primary Care feedback and complaints from 1st July 2023 (1)

We hold patient records in the strictest confidence, regardless of whether they are electronic or on paper. We take all reasonable precautions to prevent unauthorised access to your records, however they are stored.

Any information that may identify you is only shared with the practice team or, if you are referred to hospital, to the clinician who will be treating you. We will only share information about you with anyone else if you give your permission in writing

The practice complies with Data Protection and Access to Medical Records legislation. Identifiable information about you will be shared with others in the following circumstances:

• To provide further medical treatment for you e.g. from district nurses and hospital services.
• To help you get other services e.g. from the social work department. This requires your consent.
• When we have a duty to others e.g. in child protection cases anonymised patient information will also be used at local and national level to help the Health Board and Government plan services e.g. for diabetic care.

If you do not wish anonymous information about you to be used in such a way, please let us know.

Reception and administration staff require access to your medical records in order to do their jobs. These members of staff are bound by the same rules of confidentiality as the medical staff.

The Information Commissioner recognises the unprecedented challenges the NHS and other health professionals are facing during COVID-19.

The ICO (Information Commissioner’s Office) also recognise that ‘Public bodies may require additional collection and sharing of personal data to protect against serious threats to public health.’

On 20th March 2020 the Secretary of State for Health and Social Care issued a Notice under Regulation 3(4) of The Health Service (Control of Patient Information) Regulations 2002 requiring organisations such as GP Practices to use your information to help GP Practices and other healthcare organisations to respond to and deal with the COVID-19 pandemic.

In order to look after your healthcare needs during this difficult time, we may urgently need to share your personal information, including medical records, with clinical and non-clinical staff who belong to organisations that are permitted to use your information and need to use it to help deal with the COVID-19 pandemic.  This could (amongst other measures) consist of treating you; and enable us and other healthcare organisations to monitor the disease, assess risk and manage the spread of the disease.

Please be assured that we will only share information and health data that is necessary to meet yours and public healthcare needs.

The Secretary of State for Health and Social Care has also stated that these measures are temporary and will expire on 30th September 2020 unless a further extension is required.

Please also note that the data protection and electronic communication laws do not stop us from sending public health messages to you, either by phone, text or email as these messages are not direct marketing.

It may also be necessary to use your information and health data to facilitate digital consultations and diagnoses and we will always do this with your security in mind.

If you are concerned about how your information is being used, please contact our DPO using [email protected].

Fair Processing Notice for Patients

Our Fair processing notice explains why we collect information about you and how that information may be used to deliver your direct care and manage local and social care systems.

The Notice explains what information we hold for you, how and why we hold that information and how we ensure it is kept secure, and also who we share the information with and why we do this.

The notice also explains the express need for consent under the new data protection guidance (GDPR).

A full copy of the fair processing notice for patients can be accessed below.

Bodey Medical Centre – Fair Processing Notice

What is GDPR?

GDPR stands for General Data Protection Regulations and is a new piece of legislation that will supersede the Data Protection Act. It will not only apply to the UK and EU; it covers anywhere in the world in which data about EU citizens is processed.

The GDPR is similar to the Data Protection Act (DPA) 1998 (which the practice already complies with), but strengthens many of the DPA principles.

The main changes are:

• Practices must comply with subject access requests
• Where we need your consent to process data, this consent must be freely given, specific, informed and unambiguous
• There are new, special protections for patient data
• The Information Commissioner’s Office must be notified within 72 hours of a data breach
• Higher fines for data breaches – up to 20 million euro

What is Patient Data?

Patient Data is information that relates to a single person, such as his/her diagnosis, name, age, earlier medical history etc.

What is Consent?

Consent is permission from a patient – an individual’s consent is defined as “any freely given specific and informed indication of his wishes by which the data subject signifies his agreement to personal data relating to him being processed.”

The changes in GDPR mean that we must get explicit permission from patients when using their data. This is to protect your right to privacy, and we may ask you to provide consent to do certain things, like contact you or record certain information about you for your clinical records.

Individuals also have the right to withdraw their consent at any time.

In order to comply with GDPR the practice has produced a Fair Processing and Privacy Notice for patients.

All GP practices are required to declare the mean earnings for GPs working to deliver NHS services to patients at each practice.

The average pay for GPs working in Bodey Medical Centre in the last financial year was £47,780 before tax and National Insurance. This is for 1 full time GPs and 16 part time GPs who worked in the practice for more than 6 months.

Home Visits are reserved for the following groups of patients:

• Terminally ill
• Housebound
• Patients who are severely ill and cannot be mobilised.

Although a traditional part of General Practice, home visits are time consuming. Please remember that several patients can be seen in the practice in the time that it takes to make one home visit. So please help us to help you and our other patients by visiting the surgery whenever possible.

We want to see as many patients as efficiently as possible and ensure patients receive optimal care. At the surgery your GP will have access to all your medical records, including those held on computer. This means safer prescribing and assessment. Facilities are better for examining and treating patients at the surgery and more staff are available. More tests and treatments are available at the surgery compared to home.

Transport/social problems – We cannot undertake home visits for reasons of convenience or lack of transport. We will be happy to provide you with details of local taxi firms. From experience, we are aware that relatives, neighbours or friends are often willing to help out.
Our responsibility to you is to resolve the medical problem you have and decide the appropriate method and place for assessments. Your responsibility is to take all the reasonable steps you are able to, to enable us to do that.

Please request visits before 11am whenever possible as this allows the Doctor to plan their day accordingly. Late requests often lead to disruption of the appointment system and excessive waiting times and inconvenience for other patients.

A doctor will call you back on most occasions to assess your problem. This is to enable the doctor to assess the visit need.

It may be that your problem can be dealt with by telephone advice, or that it would be more appropriate to send a nurse, or indeed arrange a hospital attendance. It also prepares the doctor to collect some information required as necessary for the visit.
He/she may still ask you to come to the surgery, where you will be seen as soon as possible.

The doctors would like to stress that no patient in definite need of a home visit will be refused one.

Patients are expected to arrive in good time for their appointments, taking into account journey times when booking appointments. We do understand that an occasional delay is unavoidable therefore if a patient arrives within a reasonable time, then the clinician may still see them. If applicable, the receptionist may advise them that the clinician is now seeing the next patient and that they may have an extended waiting time, as the clinician will see patients who arrived on time first.

Patients who arrive late for an appointment may be advised to rebook a new routine appointment. This is to prevent delays to the clinician’s sessions and to ensure fairness for patients who have arrived on time.

If the patient indicates that there is a medically urgent reason, they need to see a clinician that day, the receptionist can ask the reason and may send a message to the clinician depending on the circumstances.

If a patient calls ahead to say they will be late, this does not alter the policy, the receptionist may advise them on the phone that they should rebook, rather than waste a journey.

Receptionists are not permitted to interrupt clinicians during surgery to request them to see late patients, so to avoid disappointment, please do not ask them to do so.

We appreciate the effort our patients make to attend on time and therefore do our best to run as close to booked appointment times as possible. Adhering to a Late Patient Policy assists us in doing so. However, due to the nature of a GP surgery, sometimes the clinician may be running behind. This is generally because the clinician has needed to spend longer with a patient, for example if a patient presents with complex issues or there is a medical emergency. We continually monitor this and where a patient regularly presents with complex issues, allowances are made, and extra time given to the consultation at the time of booking. We do ask that patients bear this in mind when waiting, as there may be an occasion in the future where they themselves need to spend extra time with the clinician.

All of our registered patients have been allocated a named, accountable GP, as required in the 2015/16 GP Contract.

All new patients who registered with the practice from 1 April 2015 are allocated their named accountable GP within 21 days of registration.

Despite this, patients are entitled to choose to see any GP or nurse in the practice in line with current arrangements, as we work as a group practice.

Physical accessibility ensures equal access to all. Bodey Medical Centre has taken measures to ensure that the premises are accessible to patients with different access needs as follows:

• 5 Disabled parking spaces by the entrance and dropped curb.
• Automatic Opening Entrance door.
• The surgery is ground floor level throughout.
• Section of Reception desk lowered.
• Induction loop system to aid the deaf and hearing impaired.
• Translation Services available including British Sign Language.
• Braille Signage.
• Accessible Disabled toilet facilities with lowered hand basin and emergency pull cord.
• Spacious waiting room.
• Extra wide corridors and entrance doors to all rooms.
• Handrails throughout Corridors.

Please let us know if you require any other adjustments to assist with your visit to the practice.

This practice is part of the Withington and Fallowfield Primary Care Network (PCN). It is comprised of the following practices with a total population of around 52,000 people:

• Bodey Medical Centre
• Mauldeth Medical Centre
• Borchardt Medical Centre
• Al-Shifa Medical Centre
• Ladybarn Group Practice
• Fallowfield Medical Practice

As the NHS workload gets more complicated, medicine is becoming more of a team sport. To help us going forward Primary Care Networks (PCNs) were created. They are now in their third year and go from strength to strength. As members of PCNs we are required to deliver a set of national service specifications.

To do this we are expected to provide a wider range of primary care services to our patients, involving a wider set of staff roles than might be feasible in our individual practices. Examples include first contact physiotherapy, extended access and social prescribing – all of which are already up and running in our PCN. We shortly expect to recruit extra paramedics, pharmacists, mental health workers, physiotherapists and physician associates to help us provide care more effectively than ever.

The NHS expects us to provide a set number of services via our PCN’s. Two started in 2020/21: structured medication reviews and enhanced health in care homes. A further four are also set to follow very soon – anticipatory care (with community services), personalised care, cardiovascular disease case-finding, and locally agreed action to tackle inequalities. The COVID-19 pandemic has understandably delayed progress a little in the last year.

PCN’s are also be the footprint around which other community-based teams will develop further, and our community and mental health services already configure their services around our PCN boundaries.

Current PCN Services

• COVID-19 Vaccination – we have grouped together with our Didsbury PCN colleagues to provide the COVID-19 vaccine centre at Owens Park, 293 Wilmslow Road, M14 6HD. Due to its size and complexity this is a service that individual practices would have struggled to do.
• Care Home Team – we have a dedicated care home team producing high quality proactive care to our care home residents.
• Extended Hours and COVID-19 Hot Clinics – for a little while now we have provided extra access to Primary Care at weekends and in the evenings.
• Pharmacist Team – our PCN pharmacists greatly assist us in safer and more effective prescribing.
• First Contact Physio – the ability to get assessed directly by a physiotherapist for musculoskeletal complaints without having to go through a GP first.

The NHS is planning for the role of the PCN to increase in the next few years with plan being for us to offer a wider range of services closer to home in the next few years. This will hopefully allow us to provide a better level of care, closer to your home.

Ladybarn Court, 28 Ladybarn Lane, Fallowfield,Manchester, M14 6WP

(vehicle access via Sainsbury’s car park off Wilmslow road)

Privacy Notice

Bodey Medical Centre fully appreciates the importance of protecting and managing your data and maintaining your privacy. To ensure that we comply with these requirements all our data management and clinical processes fully recognise the data protection law in force in the UK (e.g. the Data Protection Act 1998 and from 25th May 2018, the Data Protection Act 2018 which includes relevant Articles from the EU General Data Protection Regulation (GDPR)

Please read the following information carefully to understand how we process your personal data.

For the purpose of the Data Protection Laws, the Data Controller is Bodey Medical Centre, whose address is Ladybarn Court, 28 Ladybarn Ln, Manchester M14 6WP.

When we refer to ‘we’, ‘us’ and ‘our’, we mean Bodey Medical Centre

Use of Your Personal Information

This privacy notice explains why we collect information about you and how that information may be used.

Our health care professionals who provide you with our services maintain records about your health and any treatment or care you have received previously. These records help to provide our clients with the best possible healthcare.

Your records may exist is several formats including electronic, paper or a mixture of both, and we deploy many working organisations and approaches to ensure that such information is maintained within a confidential and secure environment. The records which we could hold about you may include the following information: –

• Personal details relating to you, including your address and contact details, carer, legal representative and parents’ emergency contact details
• Any contact we have had or intend to have with you such as appointments, clinic or surgery visits, home visits, etc.
• Notes and reports about your health which is deemed to be of a sensitive nature
• Details about your referral, diagnostics procedures, treatment and care
• Results of any additional relevant investigations
• Relevant information from other health professionals, relatives or those who care for you

To ensure you receive the highest levels of care, your records will be used to facilitate the care that we provide. Anonymised information held about could, on occasions, be used to help protect the health and wellbeing of the general public and to help us manage our contracts with commissioners. Information could also be used within our organisation for the purposes of clinical audits which in turn will provide monitoring of the quality of the services we provide.

Some of this information will be used for statistical purposes and we will ensure that individuals cannot be identified. For situations where we may contribute to research projects we will always gain your explicit consent before releasing any relevant information.

Maintaining the Confidentiality of Your Records

We will take all possible care to protect your privacy and will only use information collected with the law including: –

• Data Protection Act 2018 including GDPR
• Human Rights Act 1998
• Common Law Duty of Confidentiality
• Health and Social Care Act 2012 (if appropriate)
• Codes of Confidentiality, Information Security and Records Management

Our staff are all trained and briefed in data protection principles and understand they have a legal obligation to keep information about you confidential. They also understand that information about you will only be shared with other parties if there is an agreed need to do so or a legal reason. We will only share your data without your permission if there are very exceptional circumstances (i.e. life or death situations), where the law requires information to be passed on and / or in accordance with the Caldicot Principle 7 e.g. to share or not to share. This means that health and social care professionals should have the confidence to share information in the best interests of their patients within the framework set out by the Caldicott Principles. Whilst the Caldicott Principles were originally developed for NHS purposes, we have adopted the underlying principles in order to align with best practice.

All personal information that we manage is stored within the UK within a secure environment and we always use suitably protected methods and systems to transfer your personal information.

Legal Basis for Processing

Our legal basis for processing your data relies on certain conditions set out GDPR Articles 6 and 9 which will be relevant from 25^th May as part of the 2018 UK Data Protection Act.

Partner Organisations

It may be possible that we will share your information with other organisations, if this is required we will apply very strong controls. The current organisations who we share data with includes: –

• NHS Trusts
• Local Authorities e.g.
  • Social Care Services
  • Education Services
• Specialist Panels
• Clinical Commissioning Groups

It is noted that the above list is not exhaustive, and we may contract with other external organisations to undertake processing of your personal information. These 3^rd party organisations will abide with our stringent contractual conditions regarding the protection of personal data.

In some cases, you will be requested to provide positive consent if we intend to share your personal details with other organisations.

Access to Personal Information and Your Rights

You have a right under the Data Protection Act 1998 and the Data Protection Act 2018 from 25^th May 2018, to request access to view or to obtain a copy of what information the organisation holds about you and to have it modified should it be inaccurate. The process to access your records is known as a Subject Assess Request (SAR) and the way it works is outlined below: –

• Your SARs request must be made in writing to the organisation’s Caldicott Guardian at the address shown above
• The latest regulations state that there is no charge to have a printed copy of your information provided
• The request will be reviewed and if possible completed within 30 days (subject to our possible requests for further clarification for you)
• You will need to provide adequate proof of your identity before we will release the requested details (eg full name, address, date of birth, NHS number and details of your request), you must also provide two forms of identification

In addition to the right of access, under the Data Protection Act 2018, you will also have the following rights: –

• Erasure, which is the right to request that your personal data is removed from our systems be they paper or electronic – please note that under certain circumstances we are legal obliged to maintain a copy of your data for contractual and or statutory reasons
• Restriction of processing, this is the right for you to request that we only process certain parts of your data
• Objection – you have the right to object to the way that we are processing your data
• data portability – this concerns the right to request that we provide a copy of your data in an easily transportable format.
• Automatic processing – you have the right to object to the way we automatically process data – in the case of our organisation we do not, at present, carry out automatic processing of your data
• If you have provided us with your consent to process your data for the purpose of providing our services, you have the right to withdraw this at any time.  In order to do this should contact us by emailing or writing to the organisation.

Retention of your data

Your data will be retained for no longer than is absolutely necessary and in accordance with our Documentation Management Lifecycle Policy and the associated Schedule of Retention

Withdrawal of Consent

If you have provided us with consent to process your data for the purpose of providing our services, you have the right to withdraw this at any time.  In order to do this should contact us in writing

Cookies

This website makes use of cookies to optimise user experience. By using our website, you consent to all cookies in accordance with our Cookie Policy.

Updating Personal Details

If any of your details e.g. your name, address or other personal data have changed or are incorrect you have a responsibility to inform the professional treating you who will arrange for the necessary updates to be made. This will help us to ensure that the data we hold about you is accurate and complete.

Notification

The Data Protection Act 2018 requires organisations that control data to register with the Information Commissioners Office (ICO) website www.ico.org.uk

The organisation is registered with the ICO as a Data Controller under the Data Protection Act. The registration number is Z5101919 and can be viewed online in the public register at http://www.ico.gov.uk/

Complaints

Should you have any concerns about how your information is managed by the Organisation please contact us at: –

Bodey Medical Centre

Ladybarn Court, 28 Ladybarn Lane, Manchester M14 6WP

If you are still unhappy following a review by the Organisation you can then complain to the Information Commissioners Office (ICO) via their website www.ico.org.uk

or in writing to: –

Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF

If you are happy for your data to be extracted and used for the purposes described in this Privacy Notice, then you do not need to do anything. If you have any concerns about how your data is shared, then please contact us.

Read/Download our Subject Access Request Policy

There is a new Central NHS Computer System called the Summary Care Record (SCR). It is an electronic record which contains information about the medicines you take, allergies you suffer from and any bad reactions to medicines you have had.

Why do I need a Summary Care Record?

Storing information in one place makes it easier for healthcare staff to treat you in an emergency, or when your GP practice is closed.

This information could make a difference to how a doctor decides to care for you, for example which medicines they choose to prescribe for you.

Who can see it?

Only healthcare staff involved in your care can see your Summary Care Record.

How do I know if I have one?

Over half of the population of England now have a Summary Care Record. You can find out whether Summary Care Records have come to your area by contacting the practice.

Do I have to have one?

No, it is not compulsory. If you choose to opt out of the scheme, then you will need to complete a form and bring it along to the surgery. You can opt-out by completing our form.

More Information

For further information visit the NHS Care records website.