As a practice we are very aware that visiting your GP 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 instigated a dignity at work and zero tolerance policy, whereby aggressive or violent behaviour towards our staff will not be tolerated under any circumstances.

Any one patient who verbally abuses 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 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.

For several years, work has been ongoing to improve the way that medical records are made available to treating clinicians. Our main computer system is called SystmOne, which has the advantage of enabling information to be shared between certain health professionals.

The Enhanced Data Sharing Model (EDSM) enables us, with your consent, to share your medical records with those in the NHS who are involved in your care. NHS staff can only access shared information if they are involved in your care. It is an electronic service and an audit log is maintained, showing when and who has accessed your medical records.

EDSM should not be confused with care.data. EDSM only allows those treating the patient to access medical records. It does not enable patient records to be used for research or other purposes.

We already share records of children for child protection reasons and patients who are under the care of the district nursing team. This helps clinicians to make decisions based upon a wider knowledge of the patient and also helps to reduce the number of times that patients or family members are asked the same question. In short, it assists clinicians to provide more ‘joined-up care’.

If I agreed, who could see my records?

EDSM will allow clinicians treating you, who have access to SystmOne, to view and in some cases, update your medical records. Locally this includes the walk in centre, many departments at local hospitals (including A&E) and community services, such as the district nursing team. It is anticipated that over time more health services will be able to benefit from EDSM.

Clinicians outside of the surgery who wish to access your medical records will ask for your consent to do so and will need to have been issued with an NHS smartcard. This is a ’chip and pin’ card, similar to a bank card.

Can I ‘opt out’ and pick and choose who sees my record?

Yes, you can. To opt out, you can use our opt out form.

Under EDSM there are two levels of consent. The first is to agree to sharing your medical records out. This is your agreement that records maintained by your GP can be seen, subject to your authority at the time, by clinicians working outside of the surgery.

The second is agreeing to share your records in. This means that your GP can see the records made by other health professionals who have access to EDSM.

However, as the treating clinician needs to ask your permission to see the records at the beginning of each period of care, you are in control of who can see your medical information.

As EDSM has been designed to enhance patient care we will automatically ‘opt you in’ to both parts of the scheme. If you prefer not to be then please mention it to a member of the reception team. You are free to change your mind at any time.

I can see the benefits of the other people treating me seeing my notes, but what if there is a matter that I want to stay just between me and my doctor?

You can ask for any consultation to be marked as private. This means that viewing is restricted to the surgery, but allows the rest of the record to be viewed by whoever else is treating you. It is your responsibility to ask for a consultation to be marked as private.

Haven’t I agreed/disagreed to do this before?

EDSM may seem very similar to patients as the summary care record which went live some years ago. The summary care record contains only a very small part of your record that is available to be seen by clinicians who might be treating you in A&E departments, walk in centres, or if you register temporarily somewhere else within the UK.

The summary care record allows other NHS services to see your current medications and the drugs that you are allergic or sensitive to. Your summary care record can be enriched by your GP to include information that it is important to pass on in the case of an emergency.

Can I change my mind?

Yes, you can always change your mind and amend who you consent to see your records. For instance, you can decline to share your records out from the surgery, but if you built up a relationship with the physiotherapist who was treating you and they asked you if they could look at an x-ray report, you could give your consent at that point for them to view your records. You will be referred back to us to change your preference, so the physio treating won’t be able to see your records instantly, but should be able to by the next time of your next appointment.

If I decline, what happens in an emergency?

In the event of a medical emergency, for instance, if you were taken unconscious to A&E, and the clinician treating you feels it is important to be able to see your medical records, he can override any consents set.

However, the doctor has to give a written reason for doing so. Where this happens an audit is undertaken by the local Caldicott Guardian (the person with overall responsibility for Data Protection compliance).

Can anyone else see my medical records?

On a daily basis, we get requests from insurance companies to either have copies of medical records or excerpts from patients’ medical records. This requires your signed consent.

Occasionally we are asked for information from the medical records for legal reasons, again this has to be done with your written consent, or in very exceptional circumstances, by court order.

Any questions?

If you have any questions, please contact reception. If necessary the receptionist will arrange for someone to give you a call.

The NHS is founded on a common set of principles and values that bind together the communities and people it serves, patients and the public, and the staff who work for it.

This constitution establishes the principles and values of the NHS in England.

It sets out rights to which patients, public and staff are entitled, and pledges which the NHS is committed to achieve, together with responsibilities which the public, patients and staff owe to one another to ensure that the NHS operates fairly and effectively.

All NHS bodies and private and third sector providers supplying NHS services are required by law to take account of this constitution in their decisions and actions.

The constitution will be renewed every 10 years, with the involvement of the public, patients and staff.

Principles

The practice

• Provides a comprehensive service, available to all irrespective of age, disability, gender reassignment, race, religion or belief, sex or sexual orientation and has a duty to respect their human rights.
• Promotes equality through the service, providing and paying particular attention to groups or sections of society where improvements in health and life expectancy are not keeping pace with the rest of the population.
• Provides access to services based on clinical need, not on an individual’s ability to pay.
• Aspires to the highest standards of excellence and professionalism, providing safe and effective high-quality care focused on patient experience.
• Ensures that it is effectively lead and managed and staff receive relevant education, training and development.
• Its services reflect the needs and preferences of patients, their families and carers who will be involved in and consulted on all decisions about their care and treatment.
• Ensures that it works across organisational boundaries and in partnership with other organisations in the interest of patients, local communities and the wider population.
• Is accountable to the public, communities and patients that it serves.

Patients have the right

• To receive NHS services free of charge, apart from certain limited exceptions sanctioned by Parliament.
• To access NHS services and not be refused access on unreasonable grounds.
• To expect the practice to assess the health requirements of the local community and to commission and put in place the services to meet those needs as considered necessary.
• In certain circumstances, to go to other European Economic Area countries or Switzerland for treatment which would be available through the NHS.
• To not be unlawfully discriminated against in the provision of NHS services including on grounds of gender, race, religion or belief, sexual orientation, disability (including learning disability or mental illness) or age.
• To access services within maximum waiting times, or to be offered a range of alternative providers if this is not possible.
• To be treated with a professional standard of care, by appropriately qualified and experienced staff, in a properly approved or registered organisation that meets required levels of safety and quality.
• To be treated with dignity and respect, in accordance with their human rights.
• To accept or refuse treatment that is offered, and not to be given any physical examination or treatment unless valid consent has been given.
• To be given information about their proposed treatment in advance, including any significant risks and any alternative treatments which may be available, and the risks involved in doing nothing.
• To privacy and confidentiality and to expect the practice to keep their confidential information safe and secure.
• To access their own health records.
• To choose their GP practice, and to be accepted by that practice unless there are reasonable grounds to refuse, in which case they will be informed of those reasons.
• To express a preference for using a particular doctor within their GP practice.
• To make choices about their NHS care and receive information to support these choices.
• To be involved in discussions and decisions about their healthcare, and to be given information to enable them to do this.
• To be involved, directly or through representatives, in the planning of healthcare services, the development and consideration of proposals for changes in the way those services are provided, and in decisions to be made affecting the operation of those services.
• To have any complaint you make about NHS services dealt with efficiently, to have it properly investigated, know the outcome and escalate the complaint to the independent Health Service Ombudsman.

The patient responsibilities are

• To make a significant contribution to their own, and their family’s, good health and well being, and take some personal responsibility for it.
• To treat NHS staff and other patients with respect and recognise that causing a nuisance or disturbance on NHS premises could result in prosecution.
• To provide accurate information about their health, condition and status.
• To keep appointments, or cancel appointments within a reasonable time.
• To follow the course of treatment which they have agreed, and talk to their clinician if they find this difficult.
• To participate in important public health programmes such as vaccinations.
• To ensure that those closest to them are aware of their wishes about organ donation.
• To give feedback (both positive and negative) about the treatment and care they have received, including any adverse reactions they may have had.

Practice staff has the right

• To a good working environment with flexible working opportunities, consistent with the needs of patients and with the way that people live their lives.
• To have a fair pay and contract framework.
• To be involved and represented in the workplace.
• To have healthy and safe working conditions and an environment free from harassment, bullying or violence.
• To be treated fairly, equally and free from discrimination.
• To raise an internal grievance and if necessary seek redress, where it is felt that a right has not been upheld.

The practice staff responsibilities are

• To accept professional accountability and maintain the standards of professional practice as set by the appropriate regulatory body applicable to their profession or role.
• To take reasonable care of health and safety at work for themselves, their team and others, and to co-operate with employers to ensure compliance with health and safety requirements.
• To act in accordance with the express and implied terms of their contract of employment.
• Not to discriminate against patients or staff and to adhere to equal opportunities and equality and human rights legislation.
• To protect the confidentiality of personal information that they hold unless to do so would put anyone at risk of significant harm.
• To be honest and truthful in applying for a job and in carrying out that job.

Woodcock Road Surgery is now an active member of the National Institute for Health and Research (NIHR) Clinical Research Network (CRN) Eastern. Our practice participates in research activity and works closely with CRN Eastern by supporting us to recruit and take part in clinical studies through their locally based research nurses and network coordinators. There are different ways patients can become involved in studies our practice is participating in: You may be sent information via a text message or through the post if we feel that you might be a suitable participant. A doctor or nurse may talk to you about the study and ask whether you would consider taking part. You may read information on this website about a current study and wish to take part, either by contacting the practice or following links provided on the website.

Your data

We comply with the GDPR requirements. People in our care team may look at your health records to check whether you are suitable to take part in a research study, before asking you whether you are interested or sending you a letter on behalf of the researcher.

Practice setup

We have been accredited by RCGP as ‘Research Ready’. To become research ready the practice has completed an online self-accreditation questionnaire which covers the minimum requirements of the Research Governance Framework for Health and Social Care, Department of Health (2005). The accreditation has been developed by the Royal College of General Practitioners in conjunction with the NIHR and the PCRN.

Shared care arrangements

Shared care arrangements are where the prescribing of specialist medication is taken on by GPs for the convenience of patients. The NHS states in its guidelines on shared care between hospitals and GPs that the legal responsibility for prescribing lies with the doctor who signs the prescription. Therefore, a shared arrangement is not just a letter from a hospital issuing guidance or advice on prescribing but one that has been previously agreed in full by both parties.

What do I need to do?

For patients making use of health insurance e.g. Bupa / AVIVA

Your GP will write a referral letter if they feel this is appropriate and it will be available to collect from reception (a charge will be applicable in most cases) this will include any relevant medical details about you.

Please note that if an insurance company wishes for a specific form to be completed you may be charged for this additional work.

For patients who do not have a health insurance policy

If you do not have health insurance and wish to book directly with a private clinic, you do not require a letter and can arrange the appointment as you wish. You should contact the consultant’s team or your private healthcare provider or Insurer to organise an appointment. Should you have any questions regarding your appointment you should contact them directly.

Seeing the consultant

What happens if I need a test or procedure?

If the consultant thinks that you need any tests, including blood tests or a surgical procedure, then the consultant is responsible for:

• Arranging tests and any medications that might be needed prior to the test, as well as explaining how and when you will receive a date for the test, and what to do if the date is not suitable for you. Please note: the cost of these are your responsibility to fund yourself.
• Giving you your results and explaining what they mean. This may be via letter or a further face to face appointment. Please do not contact the practice to discuss the results of tests organised by other doctors. It is the consultant’s responsibility to discuss this with you, and the practice may not have access to the results, or be in a position to interpret them.

What happens if I need new medicines?

The consultant might suggest prescribing new medicines for you or might want to make changes to the medicines that you are already taking. They will be responsible for giving you the first prescription of any new medicine that you need to start taking straight away, also they may need to continue prescribing until the condition is stabilised. Please note if you take a private prescription to any NHS pharmacy you will have to pay the actual cost of the medication rather than the current NHS standard prescription charge, which may be more or less dependent on the medication prescribed.

In some cases depending if there is an NHS shared care agreement in place, your GP may be able to continue to prescribe these medications on an NHS prescription.

This will need to be considered by the practice and is at the discretion of the GPs. Do not assume we will prescribe this for you.

Private consultants may suggest medications to patients which wouldn’t normally be prescribed by NHS GPs. If this is the case, you will need to continue to receive them from the consultant. Please contact them directly to organise this.

What happens if I need to transfer my care back to the NHS?

If after seeing the consultant privately you want to be back under NHS care, and national regulations allow for you to transfer back. This transfer ideally needs to be done by the private consultant who is overseeing your care but if this is not possible please request that your consultant writes directly to the practice to request this.

Due to NHS waiting times, you may have to continue paying under the private care whiles waiting for you to be accepted under NHS care.

If your GP refers you, you can choose your hospital or service. For further information please see: Patient choice at the point of referral – Norfolk & Waveney Integrated Care System (ICS (improvinglivesnw.org.uk).

We have allocated a named accountable GP for all of our registered patients. If you do not know who your named GP is, please ask a member of our reception team. Unfortunately, we are unable to notify patients in writing of any change of GP due to the costs involved.

Introduction

This practice is committed to the control of infection within the building and in relation to the clinical procedures carried out within it. This statement has been produced in line with the Health and Social Care Act 2008 and details the practice’s compliance with guidelines on infection control and cleanliness.

The author of this statement is Heidi Shadmy, practice manager

Infection control lead

The practice’s clinical lead for infection control is Dr Raija Blenk, senior GP partner/ Jenna Coulton, practice nurse.

The practice’s non-clinical lead for infection control is Heidi Shadmy, practice manager

The infection control lead has the following duties and responsibilities within the practice:

As a practice, we work together to ensure that safe and effective systems are in place to ensure that staff, patients and other members of the public can be protected from avoidable infections.

We have a written protocol on policies and procedures for infection control pertinent to the activities carried out.

We have a Staff are offered Immunisation protection.

Significant events related to infection control

There have been no significant events relating to infection control at the practice between the dates of 1^st April 2024 – 31^st March 2025

Audits relating to infection control

The following audits relating to Infection Control have been undertaken at the practice between the dates of 1^st April 2024 – 31^st March 2025 and the following recommendations and/or actions plans were produced in response to the findings:

Only one action point to review a refurbishment of the patient waiting room toilet to which we are awaiting instruction to proceed.

A monthly cleaning audit is undertaken by the cleaning contractor, Minister Cleaning.

Risk assessments

Risk assessments are carried out so that any risk is minimised and made to be as low as is reasonably practicable. Additionally, a risk assessment that can identify best practice can be established and then followed.

In the last year, the following risk assessments were carried out/reviewed:

Our risk assessments carried out between 1^st April 2024 – 31^st March 2025:

• General IPC risks
• COSHH
• Cleaning standards
• Privacy curtain cleaning or changes
• Sharps
• Water safety

Practice policies, procedures and guidance relating to infection control

The practice maintains the upkeep of the Infection Control Policy it was updated on the 1^st May 2025 and will be reviewed every three years as well as being amended on an ongoing basis to keep up with changes in regulation etc.

Training relating to infection control

All staff members have received instruction, information or training relating to Infection Prevention and Control at the point of this assessment.

All staff have completed mandatory training.

Information Governance (IG) is a set of multi-disciplinary structures, policies, procedures, processes and controls, implemented to manage information at an organisational level.

Information Governance supports Woodcock Road Surgery’s immediate and future regulatory, legal, risk, environmental and operational requirements. Information is a vital asset, both in terms of commercial development and the efficient management of services and resources. It plays a key part in governance, service planning, and performance management.

It is therefore of critical importance to ensure that information is appropriately managed, and that policies, procedures and management accountability and structures provide a robust governance framework for information management.

Woodcock Road Surgery recognises the need for an appropriate balance between openness and confidentiality in the management and use of information. Woodcock Road Surgery fully supports the principles of clinical and corporate governance and recognises the power of public accountability, but equally places importance on the confidentiality of, and the security arrangements to safeguard, both personal information about patients, the public and staff and commercially sensitive information. Woodcock Road Surgery also recognises the need to share information with commissioners, partners and other third parties in a controlled manner consistent with the established lawful basis.

This overarching Information Governance policy and the associated protocols sets out Woodcock Road Surgery’s policy concerning the governance of:

• Privacy
• Information and cybersecurity
• Data quality and records management

Statutory mandatory framework

This policy serves to support Woodcock Road Surgery to navigate and comply with the complex framework within which Information Governance operates.

This framework includes but is not limited to:

• NHS Act 2006
• Health and Social Care Act 2012
• Data Protection Act 2018
• Human Rights Act 1998
• Common Law Duty of Confidentiality
• Computer Misuse Act 1990
• General Data Protection Regulations (EU) (2016/679)
• Mental Health Capacity Act 2005
• Children Act 1989
• DH Records Management Code of Practice
• DH Information Security Code of Practice
• DH Confidentiality Code of Practice

Accountable parties

Dr A Macnab has overall responsibility for Information Governance at Woodcock Road Surgery.

As the senior accountable officer, she is responsible for the management of the organisation and for ensuring appropriate mechanisms are in place to provide the necessary assurance to internal and external stakeholders.

Dr A Macnab has a particular responsibility for ensuring that Woodcock Road Surgery meets its corporate legal responsibilities, and for the adoption of internal and external governance requirements.

Senior information risk owner (SIRO)

The SIRO:

• Leads and fosters a culture that values, protects and uses information for the success of the organisation and benefit of its customers.
• Owns the organisation’s overall information risk policy and risk assessment
  processes and ensuring they are implemented consistently by information asset owners / administrators.
• Owns the organisation’s information incident management framework

Information asset owners (IAOs)

The IAO will hold local responsibility for information risk management, devolved to the relevant directors, department leads by the SIRO. Business function leads within Woodcock Road Surgery have overall responsibility for the management of risks generated by their information assets and are supported on a daily basis by information asset administrators.

Caldicott guardian function

The Caldicott guardian will:

• Produce procedures, guidelines and protocols to support staff in the appropriate management of patient information.
• Provide a point of escalation and specialist advice for staff with respect to information sharing, acting as the conscience of the organisation.
• Bring to the attention of the relevant manager any occasion where the appropriate procedures, guidelines and protocols may have not been followed and raise concerns about any inappropriate uses made of patient information where necessary.

Data Protection Officer (DPO)

The DPO will:

• Inform and advise the organisation and its employees about their obligations to comply with the data protection legislation.
• Monitor compliance with the data protection legislation, including managing internal data protection activities, advice on data protection impact assessments; train staff and conduct internal audits.
• Be the first point of contact for supervisory authorities and for individuals whose data is processed (employees, patients etc).

All staff

All staff, whether clinical or administrative, who create, receive and use data have information governance responsibilities. Employees have a contractual and legal obligation to read and comply with all company policies and to attend mandatory training to support the appropriate management of information.

Openness

Non-confidential information related to Woodcock Road Surgery and its services will be available to the public through a variety of media, in line with Woodcock Road Surgery’s overall commitment to transparency.

Woodcock Road Surgery will adopt and maintain clear procedures and arrangements for liaison with the press and broadcasting media. It will adopt and maintain an information right and access protocol and a freedom of information protocol to provide guidance for handling queries from data subjects and the public.

Privacy and information rights

• Woodcock Road Surgery is committed to the privacy of its patients, staff and the public. Woodcock Road Surgery will undertake or commission annual assessments and audits of its compliance with privacy legislation and will adopt and maintain a protocol for completion of data protection impact assessments.
• Woodcock Road Surgery regards all personal data relating to staff as confidential except where national policy on accountability and openness requires otherwise.
• Woodcock Road Surgery will adopt and maintain protocols to ensure compliance with the Data Protection Act, General Data Protection Regulations, Human Rights Act and the common law confidentiality.
• Woodcock Road Surgery will establish and maintain protocols for the controlled and appropriate sharing of personal information with other agencies, taking account of relevant legislation (e.g. Data Protection Act, Human Rights Act).
• Woodcock Road Surgery will ensure that contractual or best practice documents are in place for routine sharing of information between sharing partners.

Information security

• Woodcock Road Surgery will adopt and maintain protocols for the effective and secure management of its information assets and resources.
• Woodcock Road Surgery will undertake or commission annual assessments and audits of its information and IT security arrangements.
• Woodcock Road Surgery will promote effective information and cybersecurity practice to its staff through policies, procedures and training.
• Woodcock Road Surgery will establish and maintain incident reporting procedures and will monitor and investigate all reported instances of actual or potential breaches of information and cybersecurity.

Information quality and records management

• Woodcock Road Surgery will establish and maintain protocols and procedures for information quality assurance and the effective management of records.
• Woodcock Road Surgery will undertake or commission annual assessments and audits of its information quality and records management arrangements. Managers will be expected to take ownership of, and seek to improve, the quality of information within their services. Wherever possible, information quality will be assured at the point of collection.
• Data standards will be set through a clear and consistent definition of data items, in accordance with national standards.
• Woodcock Road Surgery will promote information quality and effective records management through protocols, procedures/user manuals and training.

Woodcock Road Surgery – Data Processing Partners

Woodcock Road Surgery uses the following organisations to process data on its behalf. All partners are contractually bound to manage patient information securely.

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Clinical System Providers

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Clinical Commissioning Group

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Confidential Waste Services

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Courier Services

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Health Software Providers

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HR Service Providers

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IT Service Providers

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Payroll / Finance Providers

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Telecoms Providers

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Training Providers

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Video Consultation Software

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Translation Services

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Website Providers

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Other Providers