Opening Times

Monday 8am-1pm & 2pm-6.30pm
Tuesday 8am-1pm & 2pm-6.30pm
Wednesday 8am-1pm & 2pm-6.30pm
Thursday 8am-1pm
Friday 8am-1pm & 2pm-6.30pm

Welcome to High Road Family Doctors

The Practice's website uses cookies if applicable, see Policy attached /admin/resources/cookies-policy.doc

 

CORONAVIRUS

Important information about the coronavirus (COVID-19)
 
Major changes to appointments

High Road Family Doctors

Due to the ongoing spread of coronavirus, we are making changes to the appointments system with immediate effect. This to protect YOU - our patients, and our staff.

1. All patients requesting assessment by a GP, after having attempted self-care measures and consulted their pharmacist should call the surgery to explain your problem.  We will no longer be booking appointments face to face at reception. Your case will be triaged by a doctor or nurse , and if necessary, a clinician will phone you back the same day for assessment and advice, or offer you a face to face appointment at the surgery.

2. We are suspending the ability (whether online or by phone) to make face to face appointments in advance with a doctor or nurse, unless your problem has been triaged as above. After having assessed your case, if the doctor or Nurse feels a follow-up appointment is required, they will make one for you.

3. Appointments that have already been booked will NOT be cancelled. However a member of staff will call you up to 24 hours before the start time to triage your case and check whether a phone appointment with a doctor or nurse is more appropriate. If required, patients will still be able to see a clinician.

4. Please call to place your prescription request or put in the box outside the front door.

WE HAVE BEEN ADVISED BY THE LOCAL PHARMACY THAT THEY REQUIRE 5 DAYS TO PROCESS YOUR PRESCRIPTION - PLEASE ALLOW 5 DAYS BETWEEN ORDERING MEDICATION AND COLLECTING FROM THE PHARMACY.

 

Frequently asked questions (FAQ)

Why are you taking making these changes?

The national advice is for anyone who suspects they may be at risk of coronavirus to stay at home, complete the online coronavirus advice tool (https://111.nhs.uk/covid-19) or call 111.

Despite this advice, some of these patients are still coming to the surgery, putting all other patients and our staff at risk.

The UK government has asked GP practices to triage all face to face appointments over the phone first to minimise the risk of spreading the infection.

I want to see a doctor, what should I do?

Call the surgery to explain your problem.  The doctor will review your concern and decide the most appropriate action – either by speaking to you on the phone, or offering you a face to face appointment.

I already have an appointment booked with a doctor or nurse. What should I do?

You do not need to take any action. A member of staff will call you prior to the appointment. Do NOT come to the surgery until you have received the call.

What should I do if I am ill? Or if a family member is ill?

If you or a family member have an emergency health problem such as signs of a heart attack, stroke, severe difficulty breathing, heavy bleeding that won’t stop or severe injuries then call 999 or go to A&E. For children, this includes severe drowsiness, severe infections, a first fit, or swallowing something they should not have.

For anything else, review the NHS Choices self-help website, speak to your local pharmacist for advice or call NHS 111 which is available 24/7 for advice too. If you feel you need advice or treatment from your GP, see point 1 above –call the surgery.

What will happen if I just turn up at the surgery?

If you turn up in person at the surgery without a pre-booked appointment that has been triaged, you will be asked to go home and referred to point 1 above.

What about home visits?

For patients that are truly housebound and cannot come to the surgery, a doctor will phone first to understand the problem, and visit if required.

Isolation Notes

A digital isolation note is now available to provide patients with evidence for their employers that they have been advised to self-isolate due to coronavirus, either because they have symptoms or they live with someone with symptoms, and so cannot work. After answering a few questions, an isolation note will be emailed to the user. Access the notes via the NHS website and NHS 111 online

 

We thank you for your patience and understanding during this time. We are working hard to protect our patients and staff whilst always striving to provide high quality care.

 

Remember, it is vital that if you suspect you may have been exposed to coronavirus, you stay at home and call 111. If you are asked questions about your travel history, it is vital that you answer truthfully. This is to protect yourselves, the public and all our healthcare staff.

 

Dr. Carlos Volkmar

Senior GP

Mrs. Jill Lewis

Practice Manager

13th March 2020

----

 

The NHS in England and Public Health England (PHE) are well prepared for outbreaks of new infectious diseases. The NHS has put in place measures to ensure the safety of all patients and NHS staff while also ensuring services are available to the public as normal.
 
The latest information on symptoms of coronavirus infection  can be found on 
https://www.nhs.uk/conditions/coronavirus-covid-19/
  
 
NHS 111 has an ONLINE coronavirus service that can tell you if you need medical help and advise you what to do.  Please DO NOT CALL 111 as they are experiencing very high call volumes
 
COVID-19 and time to pay HMRC

The dedicated HMRC helpline for businesses and self-employed individuals who have difficulty with paying their tax due to COVID-19 promised at Budget 2020 is now in operation. The number of the helpline is 0800 0159 559. 

The helpline can assist with: 

  • setting up a time to pay arrangement,  
  • suspending debt collection proceedings, and 
  • cancelling late payment penalties and (unusually) interest.  

-----

The aim of this practice is to offer our patients a high standard of professional care, and quality of service at all times. 

Prescription ordering and appointment booking can be made online using the links to the left.

Please note: You must register first before you can use these services.

 

WIFI

Wi-Fi is available on site for the use of our visitor via third party provider as part of the NHS initiative.  The Practice has no access to data held or control over Wi-Fi.  Wi-Fi and password provided where terms and conditions apply.  See attached Policy /admin/resources/wifi-policy.docx

 

 

Opening Times
The Surgery is usually closed on the first Tuesday afternoon of each month along with all other local surgeries (except August and January) for training.
 

PRACTICE FAIR PROCESSING

& PRIVACY NOTICE

 

Your Information, Your Rights

 

Being transparent and providing accessible information to patients about how we will use your personal information is a key element of the Data Protection Act 2018 and the EU General Data Protection Regulations (GDPR). 

The following notice reminds you of your rights in respect of the above legislation and how your GP Practice will use your information for lawful purposes in order to deliver your care and the effective management of the local NHS system.

This notice reflects how we use information for:

  • The management of patient records;
  • Communication concerning your clinical, social and supported care;
  • Ensuring the quality of your care and the best clinical outcomes are achieved through clinical audit and retrospective review;
  • Participation in health and social care research; and
  • The management and clinical planning of services to ensure that appropriate care is in place for our patients today and in the future.

Data Controller

As your registered GP practice, we are the data controller for any personal data that we hold about you.

What information do we collect and use?

All personal data must be processed fairly and lawfully, whether is it received directly from you or from a third party in relation to the your care.

We will collect the following types of information from you or about you from a third party (provider organisation) engaged in the delivery of your care:

  • All Personal data’ meaning any information relating to an identifiable person who can be directly or indirectly identified from the data.  This includes, but is not limited to name, date of birth, full postcode, address, next of kin and [NHS number/HCN number/ CHI number];

And

‘Special category / sensitive data’ such as medical history including details of appointments and contact with you, medication, emergency appointments and admissions, clinical notes, treatments, results of investigations, supportive care arrangements, social care status, race, ethnic origin, genetics and sexual orientation.

How the NHS and care services use your information

Your healthcare records contain information about your health and any treatment or care you have received previously (e.g. from an acute hospital, GP surgery, community care provider, mental health care provider, walk-in centre, social services).  These records may be electronic, a paper record or a mixture of both.  We use a combination of technologies and working practices to ensure that we keep your information secure and confidential.

High Road Family Doctors is one of many practices working in the health and care system to improve care for patients and the public). 

Whenever you use a health or care service, such as attending Accident & Emergency or using Community Care services, important information about you is collected in a patient record for that service. Collecting this information helps to ensure you get the best possible care and treatment.

The information collected about you when you use these services can also be used and provided to other organisations for purposes beyond your individual care, for instance to help with:

•           improving the quality and standards of care provided

•           research into the development of new treatments

•           preventing illness and diseases

  • monitoring safety

•           planning services

This may only take place when there is a clear legal basis to use this information. All these uses help to provide better health and care for you, your family and future generations. Confidential patient information about your health and care is only used like this where allowed by law.

Most of the time, anonymised data is used for research and planning so that you cannot be identified in which case your confidential patient information isn’t needed.

You have a choice about whether you want your confidential patient information to be used in this way. If you are happy with this use of information you do not need to do anything. If you do choose to opt out your confidential patient information will still be used to support your individual care.

To find out more or to register your choice to opt out, please visit www.nhs.uk/your-nhs-data-matters.  On this web page you will:

  • See what is meant by confidential patient information
  • Find examples of when confidential patient information is used for individual care and examples of when it is used for purposes beyond individual care
  • Find out more about the benefits of sharing data
  • Understand more about who uses the data
  • Find out how your data is protected
  • Be able to access the system to view, set or change your opt-out setting
  • Find the contact telephone number if you want to know any more or to set/change your opt-out by phone
  • See the situations where the opt-out will not apply

You can also find out more about how patient information is used at:

https://www.hra.nhs.uk/information-about-patients/ (which covers health and care research); and

https://understandingpatientdata.org.uk/what-you-need-know (which covers how and why patient information is used, the safeguards and how decisions are made)

You can change your mind about your choice at any time.

Data being used or shared for purposes beyond individual care does not include your data being shared with insurance companies or used for marketing purposes and data would only be used in this way with your specific agreement.

Health and care organisations have until 2020 to put systems and processes in place so they can be compliant with the national data opt-out and apply your choice to any confidential patient information they use or share for purposes beyond your individual care. Our organisation is currently compliant with the national data opt-out policy.

Why do we collect this information?

The NHS Act 2006 and the Health and Social Care Act 2012 invests statutory functions on GP Practices to promote and provide the health service in England, improve quality of services, reduce inequalities, conduct research, review performance of services and deliver education and training.  To do this we will need to process your information in accordance with current data protection legislation to:

  • Protect your vital interests;
  • Pursue our legitimate interests as a provider of medical care, particularly where the individual is a child or a vulnerable adult;
  • Perform tasks in the public’s interest;
  • Deliver preventative medicine, medical diagnosis, medical research; and
  • Manage the health and social care system and services.

How is the information collected?

Your information will be collected either electronically using secure NHS Mail or a secure electronic transferred over an NHS encrypted network connection.  In addition physical information will be sent to your practice.  This information will be retained within your GP’s electronic patient record or within your physical medical records.

Who will we share your information with?

In order to deliver and coordinate your health and social care, we may share information with the following organisations:

  • Local GP Practices in order to deliver extended primary care services
  • NHS Secondary Care, i.e. Hospitals
  • 111 and Out of Hours Service
  • Local Social Services and Community Care services
  • Voluntary Support Organisations commissioned to provide services by [Castle Point & Rochford CCG]

Your information will only be shared if it is appropriate for the provision of your care or required to satisfy our statutory function and legal obligations.

Your information will not be transferred outside of the European Union.

Whilst we might share your information with the above organisations, we may also receive information from them to ensure that your medical records are kept up to date and so that your GP can provide the appropriate care.

In addition we received data from NHS Digital (as directed by the Department of Health) such as the uptake of flu vaccinations and disease prevalence in order to assist us to improve “out of hospital care”.

How do we maintain the confidentiality of your records?

We are committed to protecting your privacy and will only use information that has been collected lawfully.  Every member of staff who works for an NHS organisation has a legal obligation to keep information about you confidential.  We maintain our duty of confidentiality by conducting annual training and awareness, ensuring access to personal data is limited to the appropriate staff and information is only shared with organisations and individuals that have a legitimate and legal basis for access.

Information is not held for longer than is necessary.   We will hold your information in accordance with the Records Management Code of Practice for Health and Social Care 2016.

Consent and Objections

Do I need to give my consent?

The GDPR sets a high standard for consent.  Consent means offering people genuine choice and control over how their data is used. When consent is used properly, it helps you build trust and enhance your reputation.  However consent is only one potential lawful basis for processing information.  Therefore your GP practice may not need to seek your explicit consent for every instance of processing and sharing your information, on the condition that the processing is carried out in accordance with this notice.  Your GP Practice will contact you if they are required to share your information for any other purpose which is not mentioned within this notice.  Your consent will be documented within your electronic patient record.

What will happen if I withhold my consent or raise an objection?

You have the right to write to withdraw your consent to any time for any particular instance of processing, provided consent is the legal basis for the processing.  Please contact your GP Practice for further information and to raise your objection.

Health Risk Screening / Risk Stratification

Health Risk Screening or Risk Stratification is a process that helps your GP to determine whether you are at risk of an unplanned admission or deterioration in health.  By using selected information such as age, gender, NHS number, diagnosis, existing long term condition(s), medication history, patterns of hospital attendances, admissions and periods of access to community care your GP will be able to judge if you are likely to need more support and care from time to time, or if the right services are in place to support the local population’s needs.

To summarise Risk Stratification is used in the NHS to:

  • Help decide if a patient is at a greater risk of suffering from a particular condition;
  • Prevent an emergency admission;
  • Identify if a patient needs medical help to prevent a health condition from getting worse; and/or
  • Review and amend provision of current health and social care services.

Your GP will use computer based algorithms or calculations to identify their registered patients who are at most risk, with support from the local Commissioning Support Unit and/or a third party accredited Risk Stratification provider.  The risk stratification contracts are arranged by [Castle Point & Rochford  CCG] in accordance with the current Section 251 Agreement. Neither the CSU nor your local CCG will at any time have access to your personal or confidential data.  They will only act on behalf of your GP to organise the risk stratification service with appropriate contractual technical and security measures in place.

Your GP will routinely conduct the risk stratification process outside of your GP appointment.  This process is conducted electronically and without human intervention.  The resulting report is then reviewed by a multidisciplinary team of staff within the Practice.  This may result in contact being made with you if alterations to the provision of your care are identified.

[A Section 251 Agreement is where the Secretary of State for Health and Social Care has granted permission for personal data to be used for the purposes of risk stratification, in acknowledgement that it would overburden the NHS to conduct manual reviews of all patient registers held by individual providers.]

As mentioned above, you have the right to object to your information being used in this way.  However you should be aware that your objection may have a negative impact on the timely and proactive provision of your direct care.  Please contact the Practice Manager to discuss how disclosure of your personal data can be limited.

Sharing of Electronic Patient Records within the NHS

Electronic patient records are kept in most places where you receive healthcare.  Our local electronic systems (such as SystmOne, EMIS and Eclipse) enables your record to be shared with organisations involved in your direct care, such as:

  • GP practices
  • Community services such as district nurses, rehabilitation services, telehealth and out of hospital services.
  • Child health services that undertake routine treatment or health screening
  • Urgent care organisations, minor injury units or out of hours services
  • Community hospitals
  • Palliative care hospitals
  • Care Homes
  • Mental Health Trusts
  • Hospitals
  • Social Care organisations
  • Pharmacies

In addition, NHS England have implemented the Summary Care Record which contains information including medication you are taking and any bad reactions to medication that you have had in the past.

In most cases, particularly for patients with complex conditions and care arrangements, the shared electronic health record plays a vital role in delivering the best care and a coordinated response, taking into account all aspects of a person’s physical and mental health.  Many patients are understandably not able to provide a full account of their care, or may not be in a position to do so.  The shared record means patients do not have to repeat their medical history at every care setting.

Your record will be automatically setup to be shared with the organisations listed above, however you have the right to ask your GP to disable this function or restrict access to specific elements of your record.  This will mean that the information recorded by your GP will not be visible at any other care setting. 

You can also reinstate your consent at any time by giving your permission to override your previous dissent. 

Invoice Validation

If you have received treatment within the NHS, the local Commissioning Support Unit (CSU) may require access to your personal information to determine which Clinical Commissioning Group is responsible for payment for the treatment or procedures you have received.  Information such as your name, address, date of treatment and associated treatment code may be passed onto the CSU to enable them to process the bill.  These details are held in a secure environment and kept confidential.  This information is only used to validate invoices in accordance with the current Section 251 Agreement, and will not be shared for any further commissioning purposes.

Your Right of Access to Your Records

The Data Protection Act and General Data Protection Regulations allows you to find out what information is held about you including information held within your medical records, either in electronic or physical format.  This is known as the “right of subject access”.  If you would like to have access to all or part of your records, you can make a request in writing to the organisation that you believe holds your information.  This can be your GP, or a provider that is or has delivered your treatment and care.  You should however be aware that some details within your health records may be exempt from disclosure, however this will in the interests of your wellbeing or to protect the identity of a third party.  If you would like access to your GP record please submit your request in writing to:

The Practice Manager

High Road Family Doctors, 119 High Road, Benfleet, Essex,  SS7 5LN

Complaints

In the event that your feel your GP Practice has not complied with the current data protection legislation, either in responding to your request or in our general processing of your personal information, you should raise your concerns in the first instance in writing to the Practice Manager at:

High Road Family Doctors, 119 High Road, Benfleet, Essex,  SS7 5LN

If you remain dissatisfied with our response you can contact the Parliamentary Health Service Ombudsman.  The Ombudsman is independent of government and the NHS.  The service is confidential and free of charge.  There are time limits for taking a complaint to the Ombudsman although this can be waived if there is good reason to do so.  If you have questions about whether the Ombudsman will be able to help you, or about how to make a complaint, you can contact their helpline on 0345 015 4033, email phso.enquiries@ombudsman.org.uk or fax 0300 061 400. Further information about the ombudsman is available at ombudsman.org.uk.

----

Privacy Information Leaflet For Children

 

Practice Details

High Road Family Doctors

Data Protection Officer

Jill Lewis

 

What is a privacy notice?

A privacy notice helps your doctor’s surgery tell you how it uses information it has about you, like your name, address, date of birth and all of the notes the doctor or nurse makes about you in your healthcare record.

 

Why do we need one?

You doctor’s surgery needs a privacy notice to make sure it meets the legal requirements which are written in a new document called the General Data Protection Regulation (Or GDPR for short).

 

What is GDPR?

GDPR is a document that helps your doctor’s surgery keep the information about you secure.  It was introduced on the 25th May 2018, making sure that your doctor, nurse and any other staff at the practice follow the rules and keeps your information safe.

 

How do you know about our privacy notice?

At your surgery, we have posters in our waiting room and leaflets to give to children and adults and we also have lots of information about privacy on our website, telling you how we use the information we have about you.

 

What information do we collect about you?

Don’t worry; we only collect the information we need to help us keep you healthy – such as your name, address, information about your parents or guardians, records of appointments, visits, telephone calls, your health record, treatment and medicines, test results, X-rays and any other information to enable us to care for you.

 

How do we use your information?

Your information is taken to help us provide your care.  But we might need to share this information with other medical teams, such as hospitals, if you need to be seen by a special doctor or sent for an X-ray.  Your doctor’s surgery may be asked to help with exciting medical research; but don’t worry, we will ask you, or your parents or adults with parental responsibility, if it’s okay to share your information.

 

How do we keep your information private?

Well, your doctor’s surgery knows that it is very important to protect the information we have about you.  We make sure we follow rules that are written in the GDPR and other important rule books.

 

What if I’ve got a long-term medical problem?

If you have a long-term medical problem then we know it is important to make sure your information is shared with other healthcare workers to help them help you, making sure you get the care you need when you need it!

 

Don’t want to share?

All of our patients, no matter what their age, can say that they don’t want to share their information.  If you are under 16 this is something which your parents or adults with parental responsibility will have to decide.  They can get more information from a member of staff at the surgery, who can also explain what this means to you.

 

How do I access my records?

Remember we told you about the GDPR?  Well, if you want to see what is written about you, you have a right to access the information we hold about you, but you will need to complete a Subject Access Request (SAR).  Your parents or adults with parental responsibility will do this on your behalf if you are under 16.  But if are over 12, you may be classed as being competent and you may be able to do this yourself.  Please write in to the Practice Manager to request this and you will be given further information on how this process works, (or ask your parents or adults with parental responsibility to do so).

 

What do I do if I have a question?

If you have any questions, ask a member of the surgery team or your parents or adults with parental responsibility.  You can:

  1. Contact the practice’s data controller via email at Highroad.surgery1@nhs.net GP Practices are data controllers for the data they hold about their patients.
  2. Write to the data controller at High Road Family Doctors, 119 High Road, Benfleet, Essex.  SS7 5LN
  3. Ask to speak to the practice manager Jill Lewis
  4. The Data Protection Officer (DPO) for our practice is Jill Lewis

 

What to do if you are not happy about how we manage your information

We really want to make sure you are happy, but we understand that sometimes things can go wrong.  If you or your parents or adults with parental responsibility are unhappy with any part of our data processing methods, you can complain.  For more information, visit ico.org.uk and select ‘Raising a concern’.

We always make sure the information we give you is up to date.  Any updates will be published on our website, in our newsletter and leaflets, and on our posters.  This policy will be reviewed annually.

                                                                             Image result for cartoon children holding hands

------

 

Training


All the Doctors and Nurses attend regular training to supplement their clinical knowledge - both for upddating existing guidelines and learning about new treatments and "best practices".
 
Heather Cannon is qualified as a Nurse Mentor for student nurses who are placed at the Surgery from time to time. Patient consent will be requested if a student is present during any consultation.

 

Try the new NHS App

If you’re a patient at our practice you can now use the new NHS App, a simple and secure way to access a range of NHS services on your smartphone or tablet.

You can use the NHS App to check your symptoms and get instant advice, book appointments, order repeat prescriptions, view your GP medical record and more.

If you already use [insert name of GP online service available at practice] you can continue to use it. You can use the NHS App as well.

For more information go to www.nhs.uk/nhsapp'

(You might also need to review existing website content to make sure it covers the different options patients have to connect with online services.)