Reception

Enquiries

Clinics and Services

We provide a full general practice service and offer patients specialist advice and support in the following areas.

For more information, please visit our Health Review and Assessment Clinic Room.

Elderly Care

Carers

 

Access to Records

In accordance with the Data Protection Act 1998 and Access to Health Records Act, patients may request to see their medical records.

Such requests should be made through the practice manager and may be subject to an administration charge. No information will be released without the patient consent unless we are legally obliged to do so.

Chaperones

During your care, a clinician may need to examine you. Occasionally this may involve an examination of intimate areas. We understand that this can be stressful and embarrassing.

 

If this sort of examination is necessary:

  • We will explain to you why the examination is necessary and give you the opportunity to ask questions.

  • We will explain what the examination will involve.

  • We will obtain your permission before we carry out the examination.

  • You will be offered a chaperone to be present during the examination.

  • At all times we will respect your privacy during the examination and while dressing and undressing.

 

What is a chaperone?

 

A chaperone is a person whose role is to witness both a patient and a medical practitioner and to be a safeguard for both parties during a medical examination or procedure. The exact role of a chaperone will vary according to the clinical situation.

 

When booking an appointment that may involve an examination of intimate areas, please request a chaperone. The receptionist will then make the necessary arrangements for a chaperone to be available.

 

If you have any questions or concerns about intimate examinations or chaperoning, please do not hesitate to ask.

 

Children’s Privacy Notice

 

What is a Privacy Notice and why does it apply to me?

A Privacy Notice tells people how organisations use information that they hold about them. A new law called the General Data Protection Regulation 2016, also known as GDPR, says that we need to provide you with this Privacy Notice and let you know:

  • What information we hold about you.

  • How we keep this very important information safe and secure and where we keep it.

  • How we use your information.

  • Who we share your information with.

  • What your rights are.

  • When the law gives us permission to use your information.

 

Why does the law give you permission to use my information?

The law gives us permission to use your information in situations where we need it to take care of you. Because information about your health is very personal, sensitive and private to you, the law is very strict about how we use it. So, before we can use your information in the ways we have set out in this Privacy Notice, we have to have a good reason in law, which is called a ‘lawful basis’. Not only do we have to do that, but we also have to show that your information falls into a special group or category, because it is very sensitive. By doing this the law makes sure we only use your information to look after you and that we do not use it for any other reason. If you would like more information about this please ask to speak to our Data Protection Officer (DPO) mentioned in this Privacy Notice who will explain this in more detail.

 

About Us

We, at Rothschild House Group, are responsible for collecting, storing and handling your information when you registered with us as a patient. Because we do this, the law says we are Data Controllers. Sometimes we may use your information for a particular purpose and when we do so, the law says we are Data Processors.

 

What information do you hold about me?

We hold information about you such as:

  • Your name.

  • Address.

  • Mobile number.

  • Information about your parent(s) or person with parental responsibility.

  • All your health records.

  • Appointment records.

  • Visits to see your GP.

  • Treatments you have had.

  • Medicines prescribed for you and any other information to help us look after you.

 

How do you keep it safe?

The law says that we must do all we can to keep your information private, safe and secure. We use secure computer systems and we make sure that any written information held about you is under lock and key and kept in a safe place. This includes taking great care with any passwords we use which we change on a regular basis. We also train our staff to respect your privacy and deal with your information in a manner that makes sure it is always kept and dealt with in a safe way.

 

What do you do with my information?

We only usually use your information to help us care for you. That means we might need to share your information with other people who are concerned and involved with looking after your health. We might need to share your information with the police, courts, social services, solicitors and other people who have a right to your information, but we always make sure that they have a legal right to see it (or have a copy of it) before we provide it to them.

 

Who else will see my information?

Usually only doctors, nurses and other people who work with us are allowed to see your information. Sometimes though, if you need to go to the hospital or be seen by a special doctor, we will share your information with them but this only so that we can take care of you. Sometimes we might be asked to take part in medical research that might help you in the future. We will always ask you or your parent(s) or adult with parental responsibility if we can share your information if this happens. Possibly the police, social services, the courts and other organisations and people who may have a legal right to see your information.

 

What are my rights?

  • If you want to see what information we hold about you then you have a right to see it and you can ask for it.

  • To ask for your information you will usually need to put your request in writing and tell us what information you want us to give you.

  • We usually need to answer you within one month. Your parent(s) or adult with parental responsibility can help you with is if you need help.

  • Usually we will give this to you free of charge.

  • If you think there are any errors in the information we hold about you then you can ask us to correct it but the law says we can’t remove any of the information we hold about you even if you ask us to. This is because we need this information to take care of you.

  • You have a right to ask us not to share your information.

  • If you would like to talk to us about not sharing your information, even if this means you don’t want us to share your information with your parent(s) or adult with parental responsibility, please let us know. We will be happy to help.

 

Can I access my information online?

You may be able to access your information online. Please ask our receptionist who will put you in touch with your GP. Your GP will discuss this with you and explain how to register.

 

What if I have a question?

A member of our staff/receptionist will be happy to talk to you about any questions you may have and we will do our best to help you. The Surgery has a person called a Data Protection Officer (DPO) who deals with all queries about patient information. Our receptionist may put you in touch with this person who will listen to your concerns and give you the advice you need.

 

What if I have a serious complaint about how you look after my information?

We will always do our best to look after your information and to answer your questions. If you are still not happy with something we have done with your information you can speak to our DPO. If our DPO has not been able to help you or if you prefer not to speak to our DPO then you have a right to pass your complaint to an organisation called the Information Commissioner’s Office (ICO) who will look into what has gone wrong. For more information visit www.ico.org.uk

 

Updates to this Privacy Notice

The law says we must keep all information we provide in this Privacy Notice up to date. This Privacy Notice was last updated in November 2018 and will be reviewed annually or in line with policy change.

Confidentiality

Patient notes are always treated with the strictest confidentiality and we comply with the Data Protection Act 1998 and the General Data Protection Regulation (GDPR).

 

Sharing Information With Others

We do not disclose confidential medical information regarding patients either verbally or in writing without the consent of the individual concerned to anyone else except when required by a hospital or similar organisation. With this in mind, any patient aged 16 and over must provide consent before we can share their private medical record with another person.

We understand that this may been seen as us being difficult and unhelpful by some, but we must respect and protect our patients’ information. We commonly have requests for information from partners, parents for a child over 16, children of elderly parents, etc. We are not trying to hinder your support; we must abide by the law.

If you are a patient who would like a third party to have access to your medical records please come into the surgery and ask our receptionists for a Consent Form. Once filled in and returned we will make a note of this in your records.

 

You can access your medical records using our online services.

Fair Processing Notice – My Care Record

 

Background and Introduction

Hertfordshire and west Essex health and care organisations, including NHS Clinical Commissioning Groups (CCGs) work to continually improve efficiencies with the planning, design and delivery of health and care services for our local population from providers – including hospitals, GP practices, ambulance services, social care and nursing homes. We are also responsible for facilitating the delivery of co ordinated, integrated care to ensure that patients experience improved outcomes and seamless, timely service provision.

With this core objective in mind, My Care Record allows clinicians and other staff directly involved in your care to access information about your health and treatment. The people caring for you will access appropriate and limited health and care records in order to make the best decisions about your diagnosis, treatment and care. These health and care professionals may include GPs, hospital-based clinicians, social workers, nurses and health visitors. For further information please refer to the My Care Record website: www.mycarerecord.org.uk

 

The following health and care providers across Hertfordshire and west Essex are currently participating in My Care Record allowing professionals involved in your care, access to your information to better help support and look after you:

  • NHS General Practice surgeries

  • NHS Hospitals

  • NHS Community services

  • NHS Out of Hours Services

  • County Council Social care

  • And any other commissioned clinical provider

 

Details of the organisations involved and their Data Protection Officer are listed at the end of this notice. You can tell your GP if you don’t want them to make your information available to any partner health or social care provider, your record will be updated accordingly and no information will be available to access. You can change your mind about opting out or at any time.

 

Categories of Personal Data Processed

Personal Data – see General Data Protection Regulation (GDPR) Article 6(1)d Special Category Data – which includes health data – see GDPR Article 9

 

Lawful Basis for Processing

The common law duty of confidentiality means that where identifiable information about you has been given in confidence, it shall be treated as confidential and only accessed for the purpose of providing direct healthcare.

Health and social care organisations adopt the following as the lawful basis for processing:

  • Common Law duty on Confidentiality

  • Health and Social Care Act (251B duty to share information is met)

  • GDPR) Article 6(1)d – vital interests (break glass)

  • GDPR Article 6(1)e – exercise of official authority

  • GDPR Article 9(2)h – health or social care provision

  • GDPR Article 9(2)b – social law protection and safeguarding

 

What information will be accessed under My Care Record?

Your records will include relevant information that you have told us, or information from health professionals and other staff directly involved in your care and treatment or information, provided on your behalf by relatives or those who care for you. These may include:

  • Name, address, NHS Number and phone number

  • Medications

  • Test results and investigations

  • Correspondence between healthcare professionals involved in your care

  • Clinical history

  • Emergency department treatment

  • Future and past appointments

  • Health plans and alerts

  • Mental health alerts and diagnoses

  • Social care information

  • A social care plan if you have one.

All clinicians and practitioners know that your information is private and confidential. Therefore, under My Care Record, information will only be accessed and processed strictly on a “need-to-know” basis. If there is other information within your records that you do not wish to make available, please speak to your GP or health and care professional.

 

Benefits of My Care Record

The use of such information is integral to you receiving quality treatment and care. This will ensure:

  • Better co-ordinated and seamless care

  • Quicker diagnosis and treatment

  • More time to spend on clinical care

  • Less paperwork and less repetition

  • Safe and secure decision-making

  • Fewer unnecessary clinical tests

  • More accurate prescriptions

 

Record Retention

Personal data is stored securely within your care records in accordance with the guidelines specified by the NHS Digital / Information Governance Alliance (IGA) Retention schedule. The technology we use to enable healthcare professionals to view your records is controlled by UK based Healthcare Gateway. Information is NOT extracted or stored, it merely allows, with your practice and your consent, a ‘view’ of your GP record.

 

Access to your information

My Care Record is simply a reflection of your individual record. If you require a copy of your own GP-held information, please contact your GP practice. For information held by other organisations, please contact the Data Protection Officer or Team directly. Details can be found below.

 

Contact details for Data Protection Officers:

Hertfordshire Hospitals NHS Trust
Data Protection Officer
Watford General Hospital
Vicarage Road
Watford
Hertfordshire. WD18 0HB
Tel: 01923 244 366

Hertfordshire Partnership University NHS
Foundation Trust
Records and Access to Information Team,
Hertfordshire Partnership NHS Foundation Trust, 99
Waverley Road
St Albans. AL3 5TL
Tel No: 01727 804707

Hertfordshire Community NHS Trust
Access to records,
Hertfordshire Community NHS Trust,
Unit 1a, Howard Court
14 Tewin Road
Welwyn Garden City. AL7 1BW
Tel: 01707 388000

Hertfordshire Social Care
Data Protection Team
Hertfordshire County Council
CHO150
County Hall
Pegs Lane
Hertford. SG13 8DF
Tel: 0300 123 4040

 

Complaints

The GP practice has a complaints procedure. If you wish to make a complaint please contact the practice. Patients also have the right to make a complaint to the Information Commissioner’s Office regarding breaches of confidentiality. For independent advice about data protection, privacy, data sharing issues and your rights you can contact:
Information Commissioner’s Office
Wycliffe House,
Water Lane
Wilmslow Cheshire
SK9 5AF
Telephone: 0303 123 1113 (local rate) or 01625 545 745
Email: casework@ico.org.uk
Visit the ICO website. www.ico.org.uk

 

Freedom of Information

Information about the General Practitioners and the practice required for disclosure under this act can be made available to the public.

All requests for such information should be made to the practice manager.

For more information, please read our Freedom of Information leaflet.

General Practice Transparency Notice For GPES Data For Pandemic Planning And Research (COVID-19)

This practice is supporting vital coronavirus (COVID-19) planning and research by sharing your data with NHS Digital. This transparency notice supplements our main practice privacy notice.

The health and social care system is facing significant pressures due to the coronavirus (COVID-19) outbreak. Health and care information is essential to deliver care to individuals, to support health, social care and other public services and to protect public health. Information will also be vital in researching, monitoring, tracking and managing the coronavirus outbreak. In the current emergency it has become even more important to share health and care information across relevant organisations. This practice is supporting vital coronavirus planning and research by sharing your data with NHS Digital, the national safe haven for health and social care data in England.

For more information, please visit www.digital.nhs.uk.

GP Earnings

We aim to keep our surgery clean and tidy and offer a safe environment to our patients and staff. We endeavour to keep it clean and well maintained at all times.

If you have any concerns about cleanliness or infection control, please report these to our Reception staff.

 

Our GPs and nursing staff follow our Infection Control Policy to ensure the care we deliver and the equipment we use is safe.

 

We take additional measures to ensure we maintain the highest standards:

  • Encourage staff and patients to raise any issues or report any incidents relating to cleanliness and infection control.  We can discuss these and identify improvements we can make to avoid any future problems.

  • Carry out an annual infection control audit to make sure our infection control procedures are working.

  • Provide annual staff updates and training on cleanliness and infection control.

  • Review our policies and procedures to make sure they are adequate and meet national guidance.

  • Maintain the premises and equipment to a high standard within the available financial resources and ensure that all reasonable steps are taken to reduce or remove all infection risk.

  • Use washable or disposable materials for items such as couch rolls, modesty curtains, floor coverings, towels etc., and ensure that these are laundered, cleaned or changed frequently to minimise risk of infection.

  • Make alcohol hand rub gel available throughout the building.

Infection Control Statement

We aim to keep our surgery clean and tidy and offer a safe environment to our patients and staff. We endeavour to keep it clean and well maintained at all times.

 

If you have any concerns about cleanliness or infection control, please report these to our Reception staff.

 

Our GPs and nursing staff follow our Infection Control Policy to ensure the care we deliver and the equipment we use is safe.

We take additional measures to ensure we maintain the highest standards:

  • Encourage staff and patients to raise any issues or report any incidents relating to cleanliness and infection control.  We can discuss these and identify improvements we can make to avoid any future problems.

  • Carry out an annual infection control audit to make sure our infection control procedures are working.

  • Provide annual staff updates and training on cleanliness and infection control.

  • Review our policies and procedures to make sure they are adequate and meet national guidance.

  • Maintain the premises and equipment to a high standard within the available financial resources and ensure that all reasonable steps are taken to reduce or remove all infection risk.

  • Use washable or disposable materials for items such as couch rolls, modesty curtains, floor coverings, towels etc., and ensure that these are laundered, cleaned or changed frequently to minimise risk of infection.

  • Make alcohol hand rub gel available throughout the building.

Non-NHS Work

Please note that requests for non-NHS services such as medical examinations, insurance reports, private letters and passport forms will attract a fee.

A full list of non-NHS services and fees payable is available below. These fees are reviewed regularly to ensure they comply with recommended guidelines.

Privacy Notice – GDPR

Please click here to view our Privacy Notice.

Statement of Intent

GP Practices should make available a statement of intent in relation to the following IT developments:

  • Summary Care Record (SCR)

  • GP to GP Record Transfers

  • Patient Online Access to Their GP Record

  • Data for commissioning and other secondary care purposes

 

The same contractual obligations require that we have a statement of intent regarding these developments in place and publicised.

 

Please find below details of the practices stance with regards to these points.

 

Summary Care Record (SCR)

Please visit our Summary Care Record page for more information.

 

GP to GP Record Transfers

NHS England require practices to utilise the GP2GP facility for the transfer of patient records between practices, when a patient registers or de-registers (not for temporary registration).

 

It is very important that you are registered with a doctor at all times. If you leave your GP and register with a new GP, your medical records will be removed from your previous doctor and forwarded on to your new GP via NHS England. It can take your paper records up to two weeks to reach your new surgery.

 

With GP to GP record transfers your electronic record is transferred to your new practice much sooner.

 

The practice confirms that GP to GP transfers are already active and we send and receive patient records via this system.

 

Patient Online Access to Their GP Record

We currently offer the facility for cancelling appointments and also for ordering your repeat prescriptions and viewing a summary of your medical records online. If you do not already have a user name and password for this system please ask the receptionist to provide you with one. If you require access to your records online please request this option when you log in to your account.

 

Data for commissioning and other secondary care purposes

It is already a requirement of the Health and Social Care Act that practices must meet the reasonable data requirements of commissioners and other health and social care organisations through appropriate and safe data sharing for secondary uses, as specified in the technical specification for care data.

 

At our practice we have specific arrangements in place to allow patients to “opt out” of care. Data which allows for the removal of data from the practice. Please see the page about care data on our website.

 

The Practice confirm these arrangements are in place and that we undertake annual training and audits to ensure that all our data is handled correctly and safely via the Information Governance Toolkit.

 

Suggestions, Comments and Complaints

We would like to give you the opportunity to tell us how well we are doing. If you have any comments, suggestions or compliments. Please complete feedback online . Your comments are helpful to us to improve our services and will be discussed at our team meetings.

If you have a complaint, please see the attached leaflet detailing our Complaints Procedure

 

How to Complain

We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be resolved in this way and you wish to make a formal complaint we would like you to let us know in writing as soon as possible, ideally within a few days. This will help us establish what happened more easily.

If this is not possible please let us have the details of your complaint:

  •  Within 12 months of the incident that gave rise to the complaint.

  •  Within 12 months of being made aware of the incident.

We would in the first instance request that complaints be sent in writing addressed to Lisa Flaherty, Assistant Practice Manager. However, you are welcome to ask for an appointment to discuss your concerns.

 

What we will do

We will acknowledge your complaint within two working days and aim to have looked into your complaint within 21 working days from the date you raised the complaint with us.

 

We aim to:

  • Find out what happened and what went wrong.

  • Make it possible for you to discuss the problem with us.

  • Make sure you receive an apology, where this is appropriate.

  • Identify what we can do to ensure the problem does not happen again.

Summary Care Record

Summary Care Record (SCR) 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.

 

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.

 

For further information visit the NHS Care records website.

Training Practice

 

Foundation Doctors

Rothschild Group provides placements for Foundation Doctors. Foundation Doctors are fully qualified Doctors who are rotating around various specialities to increase their knowledge and experience. Some of them may choose to go on to do further training to become a GP and others may want to become surgeons or specialist Doctors in a hospital setting. Each Foundation Doctor will be with us for a 4 month placement. They will be closely supervised and assessed throughout their time with us.

 

GP Registrars

As a training Practice Rothschild Group has 2 GP Registrars working as part of the team. A GP registrar is a fully qualified, experienced Doctor who is completing a further 3 years training in order to become a GP.

GP registrars have daily surgeries, undertake home visits and help with on-call doctor duties. Their placements with us vary in length, depending on their stage of training, from 4 months to over 12 months. They are supervised and assessed on a regular basis. Patients may on occasion, be asked whether they mind having their consultation videoed for assessment purposes/ and or to complete patient satisfaction questionnaires.

 

Your Rights and Responsibilities

You have the right to:

  • Register and receive treatment regardless of your age, sex or sexuality, ethnic origin, religious beliefs, disability or nature of your health problems as long as you reside within the practice boundaries and qualify for NHS treatment.

  • Consult with a GP within 24 hours for urgent medical problems.

  • Have your treatment explained to you.

  • Confidentiality.

  • Receive information on health services.

  • Gain access to an interpreter.

  • Complain, without discrimination, if there is a problem.

  • Have a relative, friend or chaperone with you (except in extreme cases when specifically asked not to).

 

You are responsible for:

 

Very occasionally a practice/patient relationship breaks down completely. In this situation the patient may choose to register with a different practice. The Practice also has the right to remove that patient from the patient list. This would generally only follow a warning that has failed to remedy the situation and we will always give the patients a specific reason for the removal.  Please note that this is an exceptional circumstance.

Zero Tolerance

The practice has a zero tolerance policy towards violence or abuse towards all staff.

 

Therefore, where circumstances exist that it may be considered reasonable, or in the best interests of the patient, a patient may be removed from the practice list.The full protocol for removing patients from the Practice list is available upon request.