Check Our Standards

Zero Tolerance

We strongly support the NHS policy on zero tolerance. Anyone attending the surgery who abuses the GPs, staff or other patients be it verbally (rude/angry/shouting and/or swearing), physically or in any threatening manner whatsoever, will risk removal from the practice list. In extreme cases we may summon the police to remove offenders from the practice premises.  We are here to help you, so please let us do that, whilst treating our staff with respect.

Patients' Rights And Responsibilities

Please be on time for your appointment.

Tell us, at your earliest convenience, if you need to cancel an appointment. This may be done online once you have signed up for the service.

Call for a home visit before 10.30am.

Ring for test results after 2.00pm.

Inform us of any changes to your address, telephone numbers etc.

You may view your medical records by writing to the practice manager.

Patient Confidentiality And Data Protection

We ask you for personal information so that you can receive appropriate care and treatment. This information is recorded on computer and we are registered under the Data Protection Act. The practice will ensure that patient confidentiality is maintained at all times by all members of the practice team. However, for the effective functioning of a multi-disciplinary team it is sometimes necessary that medical information about you is shared between members of the practice team.

CLICK HERE TO SEE OUR PRIVACY NOTICE

Including GDPR

March 2017 - Dorridge Surgery uses the clinical system 'SystmOne' which is managed by TPP. Following recent press releases about SystmOne data sharing (eDSM), please see the most up to date guidance here

The ICO Statement can be found here 

Dorridge Surgery currently has eDSM switched on but has a local policy & default position that no patient data recorded at the practice is shared with other SystmOne users but that we can view data recorded by other organisations (unless patients have requested to change their preference)

Patients can change this preference at anytime by contacting the surgery

PATIENT ACCESS TO THEIR GP RECORD 2014/15

Patient Access to Their GP Record 2014 (.doc)

CLICK HERE FOR OUR FAIR PROCESSING NOTICE

Click here for Data Protection Policy

ACCESS TO MEDICAL RECORDS

From time to time it is possible that your records may be accessed by, for example, members of BSOL CCG or members of staff working for that body. These members of staff (who all will have signed a duty of confidentiality) are required to review the quality and consistency of patient records, for the management of   healthcare services in the NHS.

Wherever it is practicable, patient information will be anonymised and/or aggregated. If this is not possible and patient  identifiable information is disclosed, a note will be made in your records.

If you have any questions or comments about confidentiality of patient records, or if you would prefer that your records are not accessed for these purposes, please contact the Practice Manager.

Should you wish a third party to act on your behalf for specific enquiries relating to your medical records you will need to explicitly consent for them to do this.  Please find our recommended form to complete to allow you to arrange this here.  We will need to see identification of the 3rd party to set this up, & for the form to be signed by a witness (that is not the patient nor 3rd party).  We will hold this consent for 12 months and will then contact you to confirm the consent still applies.  Please note we will not be able to disclose any personal information to any 3rd party regardless of relationship to the patient without this explicit signed consent (or lasting power of attorney document for patients who no longer have mental capacity to conduct their health and wellbeing affairs themselves).  

This is effective from the 25th May in line with the new Data Protection Act 2018 instigated by the General Data Protection Regulation (GDPR) on this date.

Should you wish to access your own medical records please complete this form and bring to the surgery along with identification.  Please allow a calendar month for us to respond.

COMPLAINTS

 A resume of the points made below are contained in a leaflet on the subject which can be seen by clicking here.

The  practice operates a complaints procedure in line with NHS regulations  and the practice manager will be pleased to discuss any problems  or complaints. Our reception team will be happy to give you further  information about the complaints procedure. If you are unhappy with, or  would like to see some improvement in the services offered by the  practice, you may do this verbally (face to face or  over the telephone - the receptionist will aim to deal with your  complaint, or else will escalate your matter to the Practice Manager). Alternatively you may write to the Practice Manager who will respond to  your complaint within the guidelines of the NHS  complaints regulations. To assist you we have prepared a template where you can filll out the details of your complaint, to view the form click here. You may also have a representative advise the surgery of your complaint. A third party consent form can be found by clicking here

You may also wish to consider The Independent Complaints Advocacy Service provided by Solihull Councilwww.independentadvocacy.org: or 024 7669 7443 ext 228. fax 024 7669 6851. e-mail: office@independentadvocacy.org.  Independent Advocacy, Avenue M, Stonleigh Park, CV8 2LG.Support for anyone to make a complaint about the service, care or treatment provided to you by the NHS.

A leaflet with contact numbers can be found by clicking here

or POhWER  providing Specialist Secure and Complex Advocacy Services in Solihull

http://www.pohwer.net/

  Access the information on this page in BSL Sign Language
 

Telephone - 0300 456 2370 (charged at local rate)

 

Minicom - 0300 456 2364

 

Text - send the word 'pohwer' with your name and number to 81025

 

Email - pohwer@pohwer.net

 

Skype - pohwer.advocacy

8am to 6pm Monday to Friday

 

Fax - 0300 456 2365

 

Post - PO Box 14043, Birmingham, B6 9BL

What we shall do

Our complaints procedure is designed to make sure that we settle any complaints as quickly as possible. All written complaints and any verbal complaint which has not been  successfully resolved reasonably quickly, will be acknowledged within 3  working days.

When we look into your complaint, we shall aim to:

  • Find out what happened and what went wrong
  • Make it possible for you to discuss the problem with those concerned, if you would like this
  • Make sure you receive an apology, where appropriate
  • Identify what we can do to make sure the problem doesn’t happen again.
  • At the end of the investigation you will receive a written response.       

What you can do if you are still not happy

You  can complain to the commissioner of your GP service. In the past, this  was your local Primary Care Trust (PCT). PCTs ceased to exist  on April 1 2013. Now you can take your complaint either to NHS England  or your local Clinical Commissioning Group (CCG).

In  general, NHS England commission most primary care services like GP and  dental services. CCGs oversee the Commissioning of secondary  care such as hospital care and some community services.

 If you remain dissatisfied with the responses to your complaint you can contact the Health Service Ombudsman as follows:

Care Quality Commission
Tel: 03000 616161 www.cqc.org.uk

FEES FOR NON NHS SERVICES

The majority of procedures, consultations and services carried out at this surgery are paid for by the NHS.  Where additional services are provided however, we are required to pass on the specific cost to patients. 

Please note that we will NOT release any forms/letters etc. WITHOUT payment.  If your GP fails to mention the charge to you this will NOT be accepted as a reason to withhold payment.

The following do NOT fall under the remit of the GP contract & therefore must be done in non NHS time – hence the reason for the charge.

Please note there is a waiting time of up to 6 weeks for appointments for medicals.

 ALL of the following take time to prepare to ensure accuracy, so do carry a charge. 

SERVICE****

 

FEE***

Letter – To whom it may concern

 

£20

Claim form (e.g. private health, sickness/accident)

 

£20

Holiday cancellation insurance form/letter

 

£20

Fitness to travel certificate/letter

 

£20

Private sick notes

 

£10

Completion of childminder health form

 

£30

Letter regarding sickness during school exams

 

£20

Report on pro-forma, no exam

 

£90

Written report with examination

 

£120

Passport form*

 

£25

HGV/PCV/LGV medical examination**

 

£80

Private medical examination

 

£150

Fitness to participate i.e. Camp America/extreme sports etc

 

£120

Vaccination information

 

£20

Travel vaccines (non-nhs) per injection:

(Hepatitis B/Meningitis ACWY/Cholera/Rabies/Encephalitis/Yellow Fever)

£20 + cost of vaccine

 The practice does not complete fire arms certificates.

 *Patient must be personally known to the GP for a minimum 2 years

**If you are driving for a charity, please advise reception.  Please note there is a waiting time of up to 6 weeks for appointments for medicals.

***Fees quoted are the minimum for the service.  There may be an additional cost dependant on the amount of work involved – we will contact you to advise you if the fee differs.

****If the service you require is not listed, please enquire at reception and we will advise you whether the service is available, chargeable, and how much.

We will provide care, now and in the future, to all our patients without discrimination and irrespective of patient’s age, sex, race, beliefs or special needs.  We expect that patients will show no discrimination towards other surgery users, members of the practice team or our colleagues in the NHS.

GP income:

GP Net Earnings 2017/18

All GP practices are required to declare the mean earnings (eg average pay) for GPs working to deliver NHS services to patients at each practice.

The average pay for GPs who worked 6 months or more in Dorridge Surgery in the last financial year was £72392 before tax and national insurance.  This is for 2 full time and 7 part time and 1 locum GPs

ADULT & CHILD SAFEGUARDING POLICIES

The practice has a clinical lead and comprehensive policies for protecting both Adults and Children. Please click on the attached document for further information and useful contact details.

Click here to download the LSCB leaflet (.pdf)

 

 

Disabled parking bays are available in the roof top car park to the rear of the surgery. Access via Reception is designed with wheelchair access in mind. Disabled toilet facilities can be found adjacent to the waiting room area.

An induction loop is available, please see a receptionist.

Our practice offers the following facilities:

    To learn more, please ring our reception on 01564 776262 .

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    3 Avenue Road, Dorridge, Solihull, B93 8LH
    • Telephone 01564 776262
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