Lisson Grove Health CentreGateforth StreetLondon, NW8 8EGTel: 020 3370 1940
We are fully computerised. We are registered under the Data Protection Act and have robust systems in place to protect your confidentiality.
Personal Health information is used to monitor our screening activities. Anonymised health information is sent to the PCT to monitor quality standards and for payment verification purposes.
Please keep us informed of any changes to your personal details. Under the Data Protection Act you may view your records, speak to a doctor for information and charges.
The Freedom of Information Act 2000 obliges the practice to produce a Publication Scheme which is a guide to the ‘classes’ of information the practice intends to routinely make available - contact the practice manager for details.
We offer a practice complaints procedure to deal with comments, suggestions and complaints about the services we provide. Any of our staff will give you further information. Our aim is to give you the highest possible standard of service and we try to deal swiftly with any problems that may occur. In the first instance, complaints should be directed to the Practice Manager.
If you are unhappy at the outcome of your complaint, you can also contact or report your complaint to:
The Health Service Ombudsman has published a booklet that describes the ‘six principles for remedy’ in relation to complaints handling and involves:
The Parliamentary and Health Service Ombudsman website contains detailed information on raising a complaint about any aspect of the NHS in England.
Contact Details for the Ombudsman:
Tel: 0345 015 4033 Email: firstname.lastname@example.orgWrite: Millbank Tower, Millbank, London SW1P 4QP.
You can visit their website at: http://www.ombudsman.org.uk/
If you remain unhappy after everything has been done to try to resolve your concern or complaint you have the right to approach the Ombudsman.
Practice Complaints Policy 2015
The NHS employs over a million staff in thousands of locations. It is a large and complex organisation providing a broad range of services. It is not surprising that sometimes you or a loved one may feel bewildered or concerned when using the NHS. And this can be at times when you are feeling at your most vulnerable and anxious.
So, what should you do if you want on the spot help when using the health service? The NHS expects all members of staff to listen and respond to you to the best of their ability. But sometimes, you may wish to talk to someone employed especially to help you. The Patient Advice and Liaison Service, known as PALS, has been introduced to ensure that the NHS listens to patients, their relatives, carers and friends, and answers their questions and resolves their concerns as quickly as possible.
PALS also helps the NHS to improve services by listening to what matters to patients and their loved ones and making changes, when appropriate.
In particular, PALS will:
If you would like more information about PALS, the functions it is intended to provide and the standards it should strive to achieve , follow this link.
Lisson Grove Health Centre (GP Practice) operates the NHS Zero Tolerance Policy to safeguard staff and patient welfare.
Our team shall always show due respect and courtesy when dealing with patients and their representatives. In turn, we request patients and their representatives to do the same when dealing with members of the practice team.
No form of aggression, verbal or physical in nature, will be tolerated and any instances of such behaviour on the practice premises may result in the perpetrator being reported to the Police and removed from the practice’s List of Registered Patients
The practice has a policy of non-discrimination against patients or staff with respect to age, race, colour, sex, religion, disability or sexual preference.
Our premises are easily accessible by wheelchair and we have a wheelchair accessible toilet. Please inform the receptionist if you unable to climb stairs.
We have a room available for baby feeding and baby changing. Please take soiled nappies away with you as we have no disposal facilities.
In the interests of safety, prams, pushchairs, shopping trolleys and umbrellas must be left in the lobby area. In the interests of hygiene, please do not bring food, drink or animals (except guide dogs) onto the premises.
The Practice has a 'Did Not Attend' Policy and this applies to all of our patients.
A copy of our policy can be read here: Did Not Attend Policy
Lisson Grove Health Centre and Whole Systems Intergrated Care (WSIC)
To read the Fair Processing Notice please click below:
Fair Processing Notice
Under the new NHS GP GMS Contract (2014/2015 requirements), all GP practices are required to provide an automated upload of any changes to a patient's summary information, at least once every working day, to the Summary Care Record (SCR).
We have been advised that we should put these requirements in place as soon as possible after 1 April 2014 and must, by 30 September 2014, publicise our statement of intent at the practice premises and, on our website. The Health Secretary has also set a deadline of April 2015 for practices to provide online access to their own records, which as a minimum means giving patients access to the information contained in their Summary Care Record upload.
Summary Care Records contain details of a patient’s key health information – medications, allergies and adverse reactions. They are accessible to authorised healthcare staff in emergency settings in England and can support better, safer prescribing of medication for patients by providing up-to-date information on a patient’s allergies, previous adverse reactions and medications. Patient care can be supported by healthcare staff having faster access to their medical information and patients may not be required to repeat information to different NHS staff treating them.
Over 60% of GP surgeries in England have already gone live with the SCR and 64% of patients nationally now have a Summary Care Record. Central London is currently one of only 4 CCGs in London not to have any practices uploading Summary Care Records (the others are Camden, Ealing, and Hillingdon).
The local NHS IT Strategic Team plan to start running all the relevant checks and assurance work on our system, and upload, and will train GPs and practice staff how to use the consent model. There is no fixed timetable for this roll out. We will keep patients informed by displaying posters and leaflets in the waiting areas and include information on our website and Newsletters. We will continue to record SCR opt outs at the point of registration. If this is not currently part of your registration process, it should be incorporated into it
Please note that this is the statement of intent that by September 30th Lisson Grove Health Centre will have had our system uploaded to the SCR and deliver SCR to our patients.
If you have any questions regarding the above, please feel free to Jeanette Creaser, practice manager or Amanda Gaffney, assistant practice manager.
You can choose to have a Summary Care Record. If you would like one, you don't need to do anything. It will happen automatically. If you don’t want a Summary Care Record you can opt out by signing the opt out form and giving this into the reception.
For further information go to http://www.nhscarerecords.nhs.uk/
Local record sharing: how your information can be shared with local health services
Your records at the practice are held on a clinical system called SystmOne that allows the sharing of electronic records across different healthcare settings and you have choices about your NHS care records.
How is this different from the Summary Care Record?
The Summary Care Record is a national database which holds information regarding your medications, allergies and adverse reactions. Clinicians across England involved in emergency or unscheduled care have access to this. The Local Health Record is a locally shared record, allowing clinicians who are involved in your care at a local level to see a shared record rather than a national scheme. It also contains more information about your medical history.
It will be presumed if you agree to referral to another service that you consent to us sharing the information required for the referral.
For further information visit the Connecting for Health Website
If you choose to opt out of the scheme, then you will need to complete a form and bring it along to the surgery.
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