The patients charter has now been extended to Primary Care and we aim to provide all our patients with a high quality service to meet your health care needs.

Aims
We will try to answer the telephone promptly (within 6 rings) and say who is answering your call…

Appointments:-
Improved access-
Same day appointments are available daily.
Please ring after 8.00am.
Pre-bookable appointments are for those who need to arrange appointments around otherwise busy working lives.

• If you wish to speak to Primary Health Team Members, we will try to arrange a convenient time for you to do so, or have your call returned. We will try to start surgeries on time…….emergencies permitting.
• We will try to see 80% of you within 30 minutes of your appointment time assuming:

• You have let us know if you cannot keep your appointment
• There is only one patient per appointment
• There are not too many patients wanting acute (same day) emergency appointments
• The Doctor is not called out on an emergency house call

• We will keep you informed of reasons for delays.
• We will try and keep the premises in reasonable condition.
• We will try to do house calls within three hours of the end of morning surgery.
• Demand does vary, and at times there may be competing priorities for the on-call doctor. Only information you give can help this doctor to decide medical priority…so please give generously!

You may be aware that all practices are required to provide all their patients with a named GP who will have overall responsibility for the care and support that our surgery provides to them.

The allocated named GP will have overall responsibility for the care and support that our surgery provides to you. This does not prevent you from seeing any GP in the practice as you currently do.

You do not need to take any further action. If you wish to be told the name of your named GP, please ask the receptionists when you are next in the surgery.

The practice complies with data protection and access to medical records legislation. Identifiable information about you will be shared with others in the following circumstances:

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

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

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

Millview Surgery shared your demographic data (including name, age, gender, date of birth, NHS number and address) with Patients Know Best (PKB) so PKB could create a dormant patient account for each person registered at this practice. The data in these accounts will not be accessed or processed unless you choose to activate your PKB account. Activating the account will create a patient held record which you can choose to share with health and care teams. This data sharing was done through article 6 (1)(e) and 9(2)(h) of UK GPDR 2018.

PKB are registered with the Information Commissioner’s Office (ICO), which regulates data protection in the UK, and their registration number is Z2704931. PKB cannot see your demographic data or any health information in your PKB account, including your patient held record.  Your information is kept encrypted on secure servers and can only be seen by yourself, health care teams chosen by you or those with a lawful basis.

PKB will retain your data for 8 years after either the date your dormant account was created or the date you last accessed your activated account; whichever date is more recent. You can email sfh-tr.nottsnhsapp@nhs.net if you wish your PKB information to be deleted before that point, this does not mean that your GP record held by Millview Surgery will be deleted.