Accessible Information Standard
At Southlands we strive to ensure you are given information in the best format for your needs. This means we will ask you to let us know if you have any extra communication needs so that we can make a note on your records, we will take every step to make sure we meet your needs.
This could include large print, braille, easy read or a British Sign Language interpreter.
If you have particular communication needs please let us know.
At Southlands we always aim to treat you in a comfortable, safe environment to ensure both patients and staff are confident that best practice is being followed.
All patients are entitled to have a chaperone present for any consultation, examination or procedure where they consider one is required. The chaperone may be a family member or friend, but on occasions a formal chaperone may be preferred.
Patients are advised to ask for a chaperone if required, at the time of booking an appointment, if possible, so that arrangements can be made and the appointment is not delayed in any way. The Healthcare Professional may also require a chaperone to be present for certain consultations.
All staff are aware of and have received appropriate information in relation to being a Chaperone. All trained chaperones understand their role and responsibilities and are competent to perform that role.
The surgery operates a complaints procedure as part of the NHS system for dealing with complaints. Our system meets national criteria. We hope that problems can be sorted out easily and quickly, if your problem cannot be sorted out this way and you wish to make a complaint you should let us know as soon as possible. Complaints should be addressed to the practice manager or any of the doctors, alternatively you can ask for an appointment with the practice manager to discuss your concerns.
We shall acknowledge your complaint within three working days and aim to have resolution to your complaint within 40 days. We will:
- Find out what happened and what went wrong
- Make it possible for you to discuss the problem with those concerned; if you would like to do this
- Keep you regularly updated
- Make sure you receive an apology, where this is appropriate
- Identify what we can do to make sure the problem doesn´t happen again
You can download a patient information leaflet that explains the surgery’s complaints procedure by clicking on the “Our Documents” link.
Why We Collect Data About You
Your doctor and other health professionals caring for you keep records about your health and any treatment and care you receive from the NHS. These help to ensure that you receive the best possible care from us. These can be written down (manual records) or held on a computer.
The Records may Include:
- Basic details about you, such as address or next of kin.
- Contacts we have had with you, such as clinic visits.
- Notes and reports about your health and any treatment and care you may have received.
- Details and records about the treatment and care you receive.
- Results of investigations, such as x-rays and laboratory tests.
- Relevant information from other health professionals, or those who care for you and know you well.
How Your Records Are Used To Help You
Your Records are Used to Guide Professionals in the care you Receive to Ensure that:
- Your nurse, doctor or any other healthcare professionals involved in your care has accurate and up-to-date information to assess your health and decide what care you need.
- Full information is available if you see another doctor, or are referred to a specialist or another part of the NHS.
- There is a good basis for assessing the type and quality of care you have received.
- Your concerns can be properly investigated if you need to complain.
The practice adheres to strict rules and regulations regarding data security and protection and have a number of policies to ensure complete compliance. Please view the policies via the links on ‘Our Documents’ page.
Website Terms and Conditions of use and Disclaimers
It is a condition of use of this Website that you carefully read and agree to these terms, conditions and disclaimers, if you do not agree with any of them then you must not make use of the Website in any way.
Content on this website is the copyright of Southlands Medical Group unless otherwise stated. Where copyright applies, visitors can download material for private research, study or in-house use only. This is subject to material being reproduced accurately and not used in a misleading context. Visitors must not copy, distribute, or publish any material from this website. Any other use of copyright material requires the formal permission from Southlands Medical Group.
Permission to reproduce Southlands Medical Group copyright material does not extend to any material on this site which is identified as being the copyright of a third party. Authorisation to reproduce such material must be obtained from the copyright holders concerned.
Information specifically for patients and families has been reviewed for accuracy, but we hold no responsibility for alterations made thereafter without our consent.
We have taken every care to ensure that the information contained in this website is accurate, complete and kept up-to-date. However, medical knowledge is constantly changing and we cannot guarantee that all of the information is accurate and consistent with current NHS practice.
We cannot guarantee uninterrupted access to this website, or the sites to which it links. We accept no responsibility for any damages arising from the loss of use of this information.
Links from this site to other websites are provided for information and convenience only. We cannot accept responsibility for the sites linked to, or the information found there. A link does not imply an endorsement of a site; likewise, not linking to a particular site does not imply lack of endorsement.
The NHS is committed to the privacy of individuals using this website. The site may collect any personal information about those using this site via web forms to track and log information about users. We may analyse the server log files which contain details of the Internet address (IP address) of computers using the site, pages looked at, the times of day and the type of web browser used. None of this information is linked to individuals. All feedback to the site made via the feedback form is treated in the strictest confidence.
General Data Protection Regulation
Data Protection Legislation is Changing from 25th May, the current UK Data Protection Act 1998 is being replaced by the EU General Data Protection Regulation (GDPR) and Data Protection Act 2018.
The new legislation is very similar to the 1998 Act but provides some enhanced rights for individuals around how the Practice uses your information.
Why do we Need Your Information?
The NHS Act 2006 and Health and Social Care Act 2012 invests statutory functions on GP Practices to promote and provide the health service to improve quality of services, reduce inequalities, conduct research, review performance of services and deliver education and training. To do this we will need to process your information in accordance with the current data protection legislation to:
- Protect your vital interests.
- Pursue our legitimate interests as a provider of medical care, particularly where the individual is a child or vulnerable adult.
- Perform tasks in the public’s interests.
- Deliver preventative medicine, medical diagnosis, medical research, and manage the health and social system and services.
Should you require any further information on GDPR or the Data Protection Act, this can be found on the Information Commissioner’s Office (ICO) website:
You can also contact the Practice’s Data Protection Officer. When contacting the Data Protection Officer please ensure you include the details of the Practice:
Data Protection Officer: Mr James Carroll
Tel No: 0191 404 1000 (Ext 3436)
E-mail address: DPO.SUNCCG@NHS.NET
Publication of GP Net Earnings
NHS England require that the net earnings of doctors engaged in the practice is publicised and the required disclosure is shown below.
However, it should be noted that the prescribed method for calculating earnings is potentially misleading because it takes no account of how much time doctors spend working in the practice and should not be used to for any judgement about GP earnings, nor to make any comparisons with other practices.
The average earnings for GPs working in the Southlands Group Practice in the last financial year ending in 2018/19 was £116,663 before taxation and National Insurance.
This is for 2 full time GPs , 2 part time GPs and 2 locum GPs who worked in the practice for more than 6 months.
Health Promotion Policies
We are accustomed to patients presenting to the doctor with symptoms and in return receiving a diagnosis and treatment – an illness related approach. A more useful way includes the doctor offering to try to keep patients well – a health related approach. This is called preventative care. We feel that preventative care is very important. The old saying “catch it early” has never been more important because today we can recognise early signs of disease and take appropriate action, but more importantly we can even prevent the occurrence of some of them.
We have tackled the problem here by sharing the work amongst the Primary Health Care Team. This consists of the doctors, the health visitor, the practice nurse, the district nurses, the district midwife, the community psychiatric nurse and the social worker
A. Coronary Prevention Policies
Dealt with at well person clinics. This area has a very high rate of heart disease causing unnecessary premature deaths and suffering which are largely preventable, as follows:
- Smoking – 45% of people in Sunderland smoke, as against 33% nationally. Little wonder then, that heart disease is a third higher than nationally. Please attend the clinic at least to get information if not for help to stop smoking. You will be amazed at what harm it can do.
- Cholesterol – We have already found that blood levels are unacceptably high in a very large proportion of our patients. Cholesterol will be monitored for those patients who have a higher risk profile.
- Blood Pressure – High blood pressure gives no symptoms and produces no warning signs. It can be detected only if someone takes your pressure. The tragedy of high blood pressure is that the patient may suffer a stroke or heart attack 10 -15 years before they might have expected to do so. We recommend a blood pressure check annually. Blood pressure will be monitored at appropriate clinic visits.
- Weight – Being overweight is associated with high blood pressure, high cholesterol and diabetes: all of which contribute to heart disease. Guidance and encouragement will be offered at clinic visits.
Dealt with by the Nurse. This disease leads to premature death, blindness, kidney disease, heart disease and gangrene of the lower limbs. Ensure that you have your urine checked during your health promotion examination. If you are diabetic, please ensure that you get checked at least once a year.
C. Alcohol and Drugs
Dealt with by the Doctors. This area has a high incidence of alcohol and drug abuse, with all its associated ill health and misery. Help is possible, please speak to the doctor, the address of the Community Addiction Team is – 11 Norfolk Street, Sunderland.
D. Travel Immunisation
Dealt with by the Practice Nurse. Please enquire about your requirements in good time before you set off.
E. Childhood Diseases
Whooping cough, Measles and Mumps are now very infrequent and Diphtheria and Tetanus virtually unheard of. All these will return if parents fail to have their children vaccinated. We, the Doctors, prefer to have all the children on our list vaccinated, the practice nurse holds clinics. We feel this gives us a closer relationship with the children and their parents.
Appointments are sent out automatically, please attend. If you know that your child has missed any of their vaccinations please enquire at reception about getting them vaccinated. Please ensure your child completes the course as follows:
- Vaccinations at 2, 3 and 4 months of age, a second course between 12 and 18 months of age, and the third between 4 and 5 years of age.
- Older Children – BCG vaccination between 10 and 14 years of age. Tetanus and Polio boosters between 15 and 18 years of age.
- Adults – Tetanus booster every 10 years.
F. Cancer Prevention
Cancers of organs that are easily accessible for examination, can be easily caught at a very early stage with improved prospects of cure.
Cervical Cytology (Smears) – Dealt with by the Practice Nurse. Please book your appointment through our receptionists as soon as possible after receiving your recall letter or straight away:
- If you are between 25 and 65 years and have never had a smear before.
- You think it is more than 5 years since your last smear.
The smear only takes 10 minutes to do, is not usually painful and is recommended every 5 years (unless advised otherwise). 10 minutes now can save a lot of painful ill health and unpleasant hospital treatment later.
Breast Examination – Dealt with in the Well Person Clinic – A simple monthly self- examination is all you need to catch the “early lump”. Many lumps are not cancer, but may still need investigation, please attend the Well Person Clinic where the correct technique will be demonstrated.
Testicle Examination – Dealt with at the Well Person Clinic. Please make an appointment at the Well Person Clinic to discuss and collect a leaflet about this.
Prostate Gland – Many men will develop prostate cancer at some point in their life, assessment will be offered at the Well Person Clinic and does not always involve an internal examination. Relevant blood samples will be taken after a judgement on the history.
G. Menopausal Conditions
Dealt with in the Well Person Clinic (or by the doctors).
Please seek advice if :
- Your periods have stopped before the age of 45 years for whatever reason (naturally or through operation).
- Or a near relative has had a fracture of the wrist, hip or spine or suffers from “osteoporosis” (thinning of the bones) or you suffer from flushing and hot sweats.
Dealt with in the Well Person Clinic. Please come and see us for advice on smoking, alcohol, drugs, preconceptual advice regarding planning safer and healthier pregnancies, but most of all for contraceptive advice.
I. Anxiety & Depression
We can also offer appointments at the surgery with trained Counsellors and Community Psychiatric Nurse who are available to help in times of stress and anxiety. Some problems are best resolved by discussion with a sympathetic listener. A trained person such as the Counsellor or Community Psychiatric Nurse (they are not Psychiatrists) can often help with your anxieties and their clinics are arranged to give people time to discuss things in the familiar surroundings in the surgery.
Named Accountable GP
From 1st April 2015 GP practices are required to allocate all patients with a named, accountable GP who has overall responsibility for their care. This will be your registered GP either Dr Pattison or Dr Kendall-Holmes. If you wish to know who is your named GP please ring the surgery and we will be happy to inform you. Alternatively if you have a preference as to which GP that is we will make every effort to accommodate. This does not stop you from seeing any GP.
How Southlands Medical Group Implements the NHS Constitution
Principles – The Practice:
- Provides a comprehensive service, available to all irrespective of gender, race, disability, age, sexual orientation, religion, belief, gender reassignment, pregnancy and maternity or marital or civil partnership status, and has a duty to respect their human rights.
- Promotes equality through the service, providing and to 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 its 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.
- Supports staff when they raise concerns about the service by ensuring their concerns are fully investigated and that there is someone independent, outside of their team, to speak to.
Patients Rights – 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.
- Not to be unlawfully discriminated against in the provision of NHS services including on grounds of gender, race, disability, age, sexual orientation, religion, belief, gender reassignment, pregnancy and maternity or marital or civil partnership status.
- 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 to 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 they make about NHS services dealt with efficiently, to have it properly investigated, know the outcome and how to escalate the complaint to the independent Health Service Ombudsman.
- To make a claim for judicial review if they think they have been directly affected by an unlawful act or decision of an NHS body.
- To compensation where they have been harmed by negligent treatment.
To make a significant contribution to their own, and their family’s, good health and well-being, and take some personal responsibility for it.
- Register with a GP Practice.
- 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 within 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 vaccination.
- 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.
A copy of the full NHS institution can be found in the ‘Our Documents’ page of this website. Please look under the section ‘Our Practice’.
Practice Charter copies are available to download from our ‘Our Documents’ section.
Patient’s Rights to General Medical Services
- To be offered a health check on joining a doctor’s list for the first time.
- To have appropriate drugs and medicine prescribed.
- To be referred to a Consultant acceptable to them when they and their GP thinks it is necessary, and to be referred for a second opinion if they and their GP think it is advisable.
- To have access to their health records, subject to any limitations of the law, and to know that those working for the NHS are under a legal duty to keep those records confidential.
- To choose whether to take part in research or medical student training.
- To receive a copy of their doctors practice leaflet, setting out the services that he or she provides.
- To receive a full and prompt reply to any complaints they make about the care they receive at the Southlands Medical Group.
Southlands Medical Group Philosophy
Our aims are to offer the highest standard of health care and advice to our patients, with the resources available to us.
We have a team approach to patient care and endeavour to monitor the service provided to patients, to ensure that it meets current standards of excellence.
We are dedicated to ensuring that Practice staff and Doctors are trained to the highest level and to provide a stimulating and rewarding environment in which to work.
Our Practice Charter
- You will be treated with courtesy and respect by all Practice personnel.
- An urgent appointment with a Doctor or Nurse Practitioner will be available on the same day.
- We will aim to offer a non-urgent appointment with a doctor within 48hours.
- Our standard is to see 80% of patients within 20 minutes of their appointment time. If you have waited longer than this please ask the Receptionist for an explanation.
- We aim to answer the telephone within six rings.
- We will aim to offer an appointment with a Practice Nurse within three working days.
- Requests for repeat prescriptions will be dealt with within 48 hours. This can be in person or by using the on-line service.
- All comments and suggestions about the service are welcome. Please use the box provided in the waiting area.
- If you have a complaint please speak to any member of staff. Your complaint will be dealt with in a professional and efficient manner.
- We wish to make the Southlands Medical Group as accessible as possible. If you have hearing, visual or physical difficulties please let the receptionist know so that we can enable you to fully use our services.
- If you are unable to attend for an appointment please let us know so that we can offer it to someone else.
- If you are late for your appointment you may be asked to rebook at another time. Try to let us know in advance if you are going to be unavoidably delayed, so that we can make alternative arrangements to help you.
- A home visit should only be requested for those who are unable to come to the surgery because of serious illness or infirmity. Please ring the surgery before 10.30am.
- An urgent appointment is for an urgent medical problem. Please speak to the Receptionist if you require a sick note or repeat prescription.
- We would ask you to be patient if the Doctor is running late. This is often due to unforeseeable emergencies but please ask for an explanation from the Receptionist.
- Make a separate appointment for each patient that needs to be seen. This allows the Doctor enough time to treat each patient with the time that they deserve.
- Please act in a responsible and courteous manner whilst on the Practice premises for the safety and comfort of others.
- Please treat all surgery staff, fellow patients, carers and visitors politely and with respect. Violence or verbal harassment will not be tolerated or accepted, you may be asked to register at another surgery if this behaviour occurs.
Privacy and Confidentiality Statement
This website is owned and controlled by Southlands Medical Group. The confidentiality and privacy of your information is important to us and any personal information you give us will only be used in accordance with the requirements of the Data Protection Act 1998 and the NHS Confidentiality Code of Practice.
We will not store personal information about people who visit this site unless they provide contact information or use one of our on-line services.
If you provide personal information in order to use one of our services on this website, it will only be used for the purposes stated on the page. It will not be shared with any third party without your consent unless required by law.
Privacy Notice for Direct Care – Practice Policy
Summary Care Records
Introduction to Summary Care Records
Presently records are kept in all of the places where you receive care. These places can usually only share information from your records by letter; e-mail; fax or phone. At times, this can slow down treatment and sometimes make it hard to access information.
Summary Care Records are being introduced to improve the safety and quality of patient care. Because the Summary Care Record is an electronic record it will give healthcare staff faster, easier access to essential information about you, and help to give you safe treatment during an emergency or when your GP surgery is closed.
For example, a person who lives in Sunderland and is on holiday in Norfolk. One evening they’re knocked unconscious in a car accident and taken to accident and emergency (A&E) department. Under the current system of storing health records, it would be difficult for A&E staff to find out whether there are any important factors to consider when treating the person (such as any serious allergies to medications), especially as their GP surgery is likely to be closed. If healthcare staff cannot get the relevant health information quickly, some patients may be at risk.
A Summary Care Record is an electronic record that’s stored at a central location. As the name suggests, the record will not contain detailed information about your medical history, but will only contain important health information, such as:
- Whether you are taking any prescription medication,
- Whether you have any allergies,
- Whether you have previously had a bad reaction to any medication,
Access to your Summary Care Record will be strictly controlled. The only people who can see the information will be healthcare staff directly involved in your care who have a special smartcard and access number (like a chip-and-pin credit card).
Healthcare staff will ask your permission every time they need to look at your Summary Care Record. If they cannot ask you e.g. because you’re unconscious, healthcare staff may look at your record without asking you. If they have to do this, they will make a note on your record.
Commonly Asked Questions
Q: Do I Have a Choice Whether I Have a Summary Care Record or not?
A: Yes you do have a choice, if you would like one, you won’t need to do anything, it will happen automatically.
If you choose not to have one you must sign an opt out form (these forms are available in “Our Documents” for download or alternatively you can get a copy from the surgery). The opt out form must be completed and returned to the Practice.
Q: What Other Information is Available?
A: We have patient information leaflets and factsheets available in “Our Documents” and more information about Summary Care Records is available at www.nhscarerecords.nhs.uk.
Your Information and How we Use Your Health Records
This Webpage Explains
– New General Data Protection Regulations (GDPR) Requirements.
– Why the NHS Collects Information About You.
– Who we May Share Information With.
– Your Right to see Your Health Records and how we Keep you Records Confidential.
New GDPR Requirements:
From the 25th May 2018 all General Practices are required to have a Data Protection Officer (DPO) under the new General Data Protection Regulations who will provide advice and guidance to practices and to patients who may have any concerns about their data. The DPO for this practice can be contacted by secure email: DPO.SUNCCF@NHS.NET
Why we Collect Information About You:
In the NHS we aim to provide you with the highest quality of health care. To do this we must keep records about you, your health and the care we have provided or plan to provide to you.
These Records may Include:
– Basic details about you such as address, date of birth, next of kin;
– Contact we have had with you such as clinical visits,
– Notes and reports about your health.
Some people associated with the practice such as Community Nurses may also need to access your health records. This is to ensure there is a good basis for all health decisions made, in consultation with you and other health care professionals. We need to ensure we work effectively with others to provide the best health care possible.
Others may Also Need to use Records About you to:
– Check the quality of care (such as clinical audit).
– Protect the health of the general public etc.
You Have the Right
– You have the right to confidentiality under the Data Protection Act 1998 (DPA), the Human Rights Act 1998 and the common law duty of confidence.
– You also have the right to ask for a copy of all records about you.
For More information contact the Tracy Devonport, Practice manager, at the surgery or read the leaflet “How we use Your Health Records” available in the ‘Our Documents’ section of this website or in the reception at the surgery.