The Practice aims to ensure that people who have a disability, impairment or sensory loss receive information they can access and understand.

View our notice here.

To notify us of any disability, impairment or sensory loss please inform a member of our team.

We welcome constructive feedback, comments and suggestions about our services

Minor issues and grumbles can usually be dealt with verbally by our team and can be passed to a senior member of our team if required.

We have a comments and suggestions box located in the waiting rooms at St James Medical Centre and Orchard Medical Centre.

You can write to us at St James Medical Centre, Coal Orchard, Taunton, TA1 1JP or email to [email protected].

Our complaints procedure complies with NHS requirements.

If you wish to make a formal complaint please download the form here or obtain a copy of our complaint procedure leaflet and form from reception.

The Practice is registered under the Data Protection Act 1998.

We respect your right to privacy and keep all your health information confidential and secure.

It is important that the NHS keeps accurate and up-to-date records about your health and treatment so that we can give you the best possible advice and care. This information is only made available to those involved in your care and when needed. You should never be asked for personal medical information by anyone not involved in your care.

All employee contracts of employment contain a confidentiality clause and the practice has developed its own confidentiality policy.

Access to information is treated on a ‘need to know’ basis and is controlled by the use of NHS Smartcards and passwords.

A confidentiality notice is displayed in our waiting rooms. Notice – How we use your health records
We also have a patient leaflet available. Leaflet – How we use your health records

In accordance with the Data Protection Act 1998, patients can have access to their medical records.Prior written notice to your doctor is required.

The national Summary Care Record holds information specific and personal to you e.g. name, address, allergies, medication.

With your permission at the point of contact, other healthcare professionals can view the record which can be very useful, for example if you are taken ill in another part of the country.

All GP practices are required to declare the mean net earnings (eg. Average pay) for GPs working to deliver NHS services to patients at each practice. This is required in the interests of the greater public accountability recognising GP pay is ultimately funded from tax paid by the public.

The average pay for GPs working in St James Medical Centre in the last financial year was £52,219 before tax and national insurance. This is for 3 full time GPs, 9 part time GPs and 1 locum GPs (who worked in the practice for more than six months).

The Practice aims to be fair and equitable and to recognise diversity in all its contacts with patients and staff.

Patients of the Practice comprise of people from a wide range of backgrounds and circumstances. The Practice is committed to eliminating discrimination on the basis of gender, age, disability, race, religion, sexuality and cultural and linguistic background.

We aim to provide services in a way that respects the needs of each individual and does not exclude anyone.

Equality is about ensuring that access to opportunities are available to all by taking account of people’s differing needs and capabilities. Equality is not about treating everyone the same.

Diversity is about recognising and valuing differences through inclusion, regardless of age, disability, gender, racial origin, religion, belief, sexual orientation, values and opinions etc.

The point of contact for the Practice for any enquiries relating to Equality and Diversity is Tracey Pike, Practice Manager.

Equality and diversity policy

St James Medical Centre – Your information, what you need to know

 (If you want to speak to us about your data, please see our contact page)

This notice describes why we collect information about you, how your information will be used and your rights in respect of your data.

Why we collect information about you

Your records are used to ensure you get the best possible care.  Your information helps them to make the best decisions about your care and helps provide you with proactive advice and guidance.  Important information is also collected to help us to remind you about specific treatment which you might need, such as health checks, immunisations for children and reminders for screening appointments.  We work with other NHS services to co-ordinate these.

Information held about you may be used to help protect the health of the public and to help us to improve NHS services. Information may be used within the GP practice to monitor the quality of the service provided (known as ‘clinical audit’).

What data do we collect and receive about you?

Records are stored electronically and on paper and include personal details about you such as your address, carers, legal representatives, emergency contact details, as well as:

• Any appointments, visits, emergency appointments
• Notes and reports about your health
• Details about your diagnosis, treatment and care
• Details about any medication you are taking
• Results of investigations such as laboratory tests, x-rays
• Relevant information from health  and care professionals, relatives or carers

We also receive information from other organisations that are caring for you that we hold in your record.  This will include letters and test results.

How we use your information:  For providing your care

Prescriptions

Where you have agreed we will send information on your prescriptions to pharmacies, either by electronic systems or by paper.

Test requests and results

Where we undertake tests on you, such as blood tests, we will send the sample and details of the tests we are requesting to the most appropriate pathology laboratory.  The data shared with the laboratory will include your NHS number, name, the type of test requested and any health information relevant to doing the test and producing the result or report.  We will receive the test results back from the laboratory electronically and these will be stored in your patient record.

Extended services and out of hours

We work closely with neighbouring practices and ‘out of hours’ providers including NHS 111 to ensure that if you need care from a doctor outside of normal hours that they have access to your records when needed to give you the best possible care.  This may be delivered over the phone or via video consultation as appropriate.  Services may be run by ‘GP Federations’ and ‘Primary Care Networks’.

Patient referrals

With your agreement, your GP or Nurse may refer you to other services not provided by the practice, or they may work with other services to provide your care in the practice.  Information will be shared by letters, emails and shared record systems.

Once you have been seen, the other care agency will tell us about the treatment they have provided for you and any support which your GP needs to provide. This information is then included in your record.  Referrals can be to lots of different services, such as smoking cessation services, social prescribers, voluntary services and other health and care agencies, as appropriate, for your care.

Hospital, Community or Social Care Services

Sometimes the staff caring for you need to share some of your information with others who are also supporting you. This could include hospital or community based specialists, nurses, health visitors, therapists or social care services.  Information will be shared to organisations where you receive care, whether that is local or further away, if you need specialist care or emergency care in another.

Shared computer systems

Health and Social care services are developing shared systems to share data efficiently and quickly.  It is important for anyone treating you to be able to access your shared record so that they have all the information they need to care for you. This will be during your routine appointments and also in urgent situations such as going to A&E, calling 111 or going to an Out of hours appointment.  It is also quicker for staff to access a shared record than to try to contact other staff by phone or email.

Only authorised staff can access the systems and the information they see is carefully checked so that it relates to their job.  Systems do not share all your data, just data which services have agreed is necessary to include.

For more information about shared care records, please visit:  The SIDeR Website

Clinical Digital Tools

We also use a range of digital tools to support improved patient care.  These digital tools may relate to very specific conditions and use of them supports diagnosis, clinical decision making, prescribing and management of a condition.  Often these digital tools are developed and managed by third parties who are contracted by the NHS for the provision of this very specific work to ensure best patient care.   Your information may be shared with these organisations where it is relevant to your care.

Safeguarding of children or vulnerable adults

If we have significant concerns or hear about an individual child or vulnerable adult being at risk of harm, we may share relevant information with other organisations, such as local authorities and the Police, involved in ensuring their safety.

Ensuring medicines work well

We work with the local Medicines Management team of the Clinical Commissioning Group to help get the best out of medicines for patients and ensure they are effective in managing conditions.  This generally uses anonymous data, but occasionally they will assist in reviews of medication for patients with complex needs.  Doctors may also seek advice and guidance on prescribing queries.

Identifying health risks

Systems known as ‘risk stratification tools’ are used to help determine a person’s risk of suffering particular conditions and enable us to focus on preventing ill health before it develops.  Information in these systems comes from a number of sources, such as hospitals and the practice.  This can help us identify and offer you additional services to improve your health.

Population Health Management

Health and care services work together as ‘Integrated Care Systems (ICS)’ and share data for the following reasons:

• Understanding the health and care needs of the care system’s population, including health inequalities
• Provide support to where it will have the most impact
• Identify early actions to keep people well, not only focusing on people in direct contact with services but, looking to join up care across different partners.

Multi-disciplinary team meetings

We work closely with a range of other care providers to deliver the best care possible for you. Multi-disciplinary teams are our way of bringing together care providers for conversations in a confidential environment about care arrangements for you, where this is appropriate; for example, if you have a number of long term conditions and would benefit from additional support. Where possible, we will let you know if your care is going to be discussed in this type of forum. However, on occasions where informing you is not possible, we will consider your best interests and will share information on this basis.

National Services (including screening programmes)

There are some national services like National Diabetes Audit and the National Cancer Screening Programmes that collect and keep information from across the NHS. This is how the NHS knows when to contact you about services like cervical, breast or bowel cancer screening.

You can find out more about how the NHS holds and shares your information for national programmes on the NHS Screening Website.  Please visit:  NHS Screening Website

Data may also be shared on anyone who contracts a ‘communicable disease’, such as Covid 19, in order to manage public health and safety.

How we use your information:  beyond providing your care

The information collected about you when you use our services can also be used and provided to other organisations for purposes beyond your individual care, for instance to help with:

• improving the quality and standards of care
• research into the development of new treatments
• preventing illness and diseases
• monitoring safety
• planning new services
• public health screening
• assisting the Care Quality Commission with any investigations
• investigating fraud

Wherever possible data used for these purposes is anonymised so that you cannot be identified.  If information cannot be completely anonymous, then this may only take place when the law allows the information to be used.  All these uses help to provide better health and care for you, your family and future generations.

Statutory disclosures

Sometimes we are duty bound by laws to disclose information to organisations such as the Care Quality Commission, the Driver and Vehicle Licencing Agency, the General Medical Council, Her Majesty’s Revenue and Customs and Counter Fraud services.  In these circumstances we will always try to inform you before we are required to disclose and we only disclose the minimum information that the law requires us to do so.

Objecting to the of use of data for purposes beyond your care

The NHS Constitution states ‘You have a right to request that your personal and confidential information is not used beyond your own care and treatment and to have your objections considered’. For further information please visit:  The NHS Constitution Website

National data opt-out

The national data opt-out enables patients to opt-out from the use of their personal confidential data for research or planning purposes.  To find out more or to register to opt out, please visit:  NHS Your Data Matters Website

If you have any concerns about use of your data not covered by the National Data Opt out, please contact the practice.

How long do we hold information for?

Records are kept for the lifetime of the patient.  If you move to a new practice, your record will be transferred.  If the practice you have left need to access your record, for example to deal with a historic complaint, they will let you know.  When information has been identified for destruction or deletion it will be disposed of using approved confidential disposal procedures.

Your rights:

Data Protection laws give you a number of rights, including access to your data, correction, erasure, objection and restriction of use of your data.  Details on how to request access to your data are set out below.   If you have any concerns about the accuracy and use of your records, please contact us.

Right of Access to your information (Subject Access Request)

You have the right to have a copy of the information we hold about you.  There are some safeguards regarding what you will have access to and you may find information has been removed for the following reasons.

• Where your doctor has decided that some information may cause significant harm to you or someone else
• Where the information is about someone else (third party) and is confidential to them

You can make a request by asking or writing to the practice. We may ask you to complete a form so that we have a record of your request.  You will need to provide proof of identity.

If you would like to access your GP record online please visit: St James Medical Centre

Lawful basis for processing:

The use of personal data for providing care is supported under the following Article 6 and 9 conditions of the GDPR:

• Article 6(1)(e) ‘…necessary for the performance of a task carried out in the public interest or in the exercise of official authority…’; and
• Article 9(2)(h) ‘necessary for the purposes of preventative or occupational medicine for the assessment of the working capacity of the employee, medical diagnosis, the provision of health or social care or treatment or the management of health or social care systems and services…”

Change of Details

It is important that you tell us as soon as you can if any of your details such as your name or address, email address or mobile number have changed.  This is to make sure no information about you is sent to an old address.

Mobile telephone number

If you provide us with your mobile phone number, we may use this to send you text reminders about your appointments or other health screening information.  Please let us know if you do not wish to receive text reminders on your mobile.

Email address

Where you have provided us with your email address we will use this to send you information relating to your health and the services we provide.  If you do not wish to receive communications by email, please let us know.

Any changes to this notice will be published on our website and in a prominent area at the Practice.

Data Protection Officer

Should you have any questions or concerns about your data, please contact our Data Protection Officer Kevin Caldwell via the following:

Email: [email protected]

Telephone: 01935 384000

Right to complain

If you have concerns or are unhappy about any of our services, please contact the 01823 285400 or email the practice: [email protected]

For full information on our complaints procedure and our formal complaint form please view this document St James Medical Centre and Orchard Medical Centre complaints form.

For independent advice about data protection, privacy and data-sharing issues, you can contact:

The Information Commissioner

Wycliffe House

Water Lane

Wilmslow

Cheshire

SK9 5AF

Phone: 0303 123 1113 Visit the ICO  Website:  Information Commissioners Office Website

The following table builds upon the information in our Fair Processing notice and is published to ensure transparency.  This list is not exhaustive.  Where the offering of a service to a patient will inform them about the sharing of their data, e.g. support from smoking cessation services, it is not necessarily included here.  This list does not set out uses of anonymous data where identity has been completely removed (such as anonymised data to the Department for Work and Pensions on provision of ‘fit notes’).

Reviews of and Changes to our Privacy Notice

We will keep our Privacy Notice under regular review. This notice was last reviewed June 2022.

The Freedom of Information Act 2000 obliges the practice to produce a Publication Scheme. A Publication Scheme is a guide to the ‘classes’ of information the practice intends to routinely make available.

This scheme is available at Freedom of Information Publication Scheme or upon request to the Practice Manager.

All patient are registered with the Practice as a whole. However, we have a contractual requirement to provide every patient with a named GP and it is preferable to be seen by your own doctor where available, particularly for ongoing conditions.

Patients are strongly encouraged to take responsibility for their own health and well-being in partnership with the doctors and other care professionals at the practice. There are a number of simple things that will really help.

Please let us know if you change your name, address, telephone number or email address. You can sign up to do this online.

Please do everything you can to keep appointments. Tell us as soon as possible if you are unable to attend so that we can reallocate your slot.

Please only ask for a home visit by the doctor when the patient is too ill to come to the surgery.

Compliance with medication is important but the Practice would prefer to know if you stop taking your medicines. Patients can discuss this with the doctors or a member of staff without worry.

PPG Code of Conduct

The PPG Membership is not based on opinions or characteristics of individuals and shall be non-political and non-sectarian, at all times respecting diversity and exemplifying its commitment to the principles contained within the Equality Act.

All Members of the PPG (including any in person PPG) make this commitment:

1. To respect practice and patient confidentiality at all times.
2. To treat each other with mutual respect and act and contribute in a manner that is in the best interests of all patients.
3. To be open and flexible and to listen and support each other.
4. To abide by the seven Nolan Principles of Public Life: Selflessness, Integrity, Objectivity, Accountability, Openness, Honesty and Leadership.
5. Not to use the PPG as a forum for personal agendas or complaints. These should be taken forward through the appropriate channels.
6. To accept that the ruling of the Chair or other presiding officer is final on matters relating to orderly conduct.

Otherwise to abide by principles of good meeting practice, for example:

1. Reading papers in advance
2. Arriving on time
3. Switching mobile phones to silent
4. Allowing others to speak and be heard/respected

Patient Participation Group

Terms of Reference

Title of the Group: St James Medical Centre Patient Participation Group (St JMC PPG)

1. Aims of the Patient Participation Group (PPG)

1.1       To facilitate good relations between the GP practice and patients by communicating patient experience, interests and concerns and providing feedback to the practice on current procedures and proposed new developments.

1.2       To work collaboratively and positively with the practice to improve services and facilities for patients and to act as a sounding board for practice staff on issues affecting patients.

1.3       To build two-way communication and co-operation between the practice and patients, other individuals and organisations in healthcare, and the wider community to the mutual benefit of all.

1.4       To act as a representative group to support the practice and influence local provision of health   and social care.

1.5       To grow the PPG and include a diverse and representative range of the practice’s patients.

2. PPG Structure and Membership

2.1       Membership of the PPG shall be open to all registered patients. Membership will reflect the patient profile and be widely representative and inclusive of different genders, ethnicities, ages and abilities as required in the GP contract.

2.2         All registered patients of the practice are eligible to become members of the St JMC PPG.  Removal of a patient from the patient list will mean that they will cease to be a member of the PPG.

2.3       The PPG will be non-political and non-sectarian, and will at all times respect diversity and exemplify its commitment to the principles contained within the Equality Act.

2.4       The carer of a patient registered with the practice can be a member of the PPG even if they are not a patient at the practice.

2.5       The St JMC PPG shall elect a Chair and Secretary. Depending on the numbers of member participating in the social media group, Moderators may also be elected. Other posts may be created on a proposal from the PPG.

2.6       The PPG shall hold quarterly meetings to maintain an active PPG. The PPG will extend an open invitation to practice staff to attend its meetings as agreed with the practice manager.

2.7       To support the PPG, promote regular interaction with the practice and extend its reach, the PPG will be maintained via a social media group. The St JMC PPG may create an in-person PPG to help include representation from those who do not wish to use social media/technology. A member of the PPG will be made responsible for liaising with the in-person PPG and ensure that no one is excluded. There will be a standing item on the PPG agenda reporting any key themes, issues or suggestions that have been identified by any member of the in-person PPG to help ensure its members are engaged.

2.8       Members of the in-person PPG will follow the same Code of Conduct as those in the St JMC PPG.

2.9       Elected roles, if not vacated before, will last two years. The St JMC PPG will be able to re-elect or elect a new member to the role via a poll. Elections will be communicated in advance to allow candidates to propose why they should be elected.

3. Management of the PPG

1. The PPG shall meet no fewer than four times a year. The PPG elected roles and practice representative may meet more regularly for planning purposes if required.
2. In the absence of the Chair, those members who are present shall elect a Chair from among the attendees.
3. Decisions shall be reached normally using a poll via the St JMC PPG social media group. However, if a decision is required during a scheduled meeting, decisions shall be made by simple majority of those present and voting.
4. In the event of a tied vote/poll outcomes, the Chair will decide the outcome.
5. The Secretary shall produce minutes of meetings to be considered and approved at the following meeting of the PPG and subsequently share these via the St JMC PPG on social media.

5. Confidentiality

5.1       All members of the PPG must be made aware of the need to always maintain absolute patient confidentiality. Any member whose work on behalf of the PPG includes work in the practice or consulting with other patients or members of the public should sign and return a copy of the practice’s Confidentiality agreement before undertaking any such activity.

6.Code of Conduct

All PPG members must abide by the Code of Conduct shown.

7. Activities of the PPG

1. Obtain the views of patients who have attended the practice about the services delivered by the practice and obtain feedback from its registered patients about those services.
2. Review any feedback received about the services delivered by the practice with practice staff and relevant members of the PPG with a view to agreeing the improvements (if any) to be made to those services.
3. Contribute to decision-making at the practice and consult on service development and provision where appropriate, expressing opinions on these matters on behalf of patients. However, the final decisions on service delivery rest with the practice.
4. Act as a sounding board to provide feedback on patients’ needs, concerns and interests and challenge the practice constructively whenever necessary, also helping patients to understand the practice viewpoint.
5. Maintain a PPG area in the waiting room of the surgery with up-to-date information on current activities and opportunities for patients to comment (e.g., via a suggestion box). The PPG will, where possible, regularly meet and greet and engage with patients in the waiting area.
6. Raise patient awareness of the range of services available at the surgery and help patients to access/use such services more effectively.

8. Signed agreement

NB: To ensure a jointly agreed approach by the practice and PPG members, this section should be signed by both parties. 

These Terms of Reference were adopted by St JMC PPG at the meeting held on the below signed date and may be reviewed according to emerging needs.

Signed by:  ………………………………………………………………PPG Chair        Dated ……………………

And ……………………………………….General Practice representative.      Dated……………………

What Is This Privacy Policy For?

This privacy policy is for this website StJamesMedicalCentre.co.uk and governs the privacy of its users who choose to use it.

The policy sets out the different areas where user privacy is concerned and outlines the obligations & requirements of the users, the website and website owners. Furthermore the way this website processes, stores and protects user data and information will also be detailed within this policy.

The Website

This website and its owners take a proactive approach to user privacy and ensure the necessary steps are taken to protect the privacy of its users throughout their visiting experience. This website complies to all UK national laws and requirements for user privacy.

Use of Cookies

This website uses cookies to better the users experience while visiting the website. Where applicable this website uses a cookie control system allowing the user on their first visit to the website to allow or disallow the use of cookies on their computer / device.

This complies with recent legislation requirements for website’s to obtain explicit consent from users before leaving behind or reading files such as cookies on a user’s computer / device.

Cookies are small files saved to the users computer’s hard drive that track, save and store information about the user’s interactions and usage of the website.

This allows the website, through its server to provide the users with a tailored experience within this website.

Users are advised that if they wish to deny the use and saving of cookies from this website on to their computers hard drive they should take necessary steps within their web browsers security settings to block all cookies from this website and its external serving vendors.

This website uses tracking software to monitor its visitors to better understand how they use it. This software is provided by Google Analytics which uses cookies to track visitor usage. The software will save a cookie to your computer’s hard drive in order to track and monitor your engagement and usage of the website but will not store, save or collect personal information. You can read Google’s privacy policy here for further information [ http://www.google.com/privacy.html ].

Other cookies may be stored to your computer’s hard drive by external vendors when this website uses referral programs, sponsored links or adverts. Such cookies are used for conversion and referral tracking and typically expire after 30 days, though some may take longer. No personal information is stored, saved or collected.

Contact & Communication

Users contacting this website and/or its owners do so at their own discretion and provide any such personal details requested at their own risk. Your personal information is kept private and stored securely until a time it is no longer required or has no use, as detailed in the Data Protection Act 1998. Every effort has been made to ensure a safe and secure form to email submission process but advise users using such form to email processes that they do so at their own risk.

This website and its owners use any information submitted to provide you with further information about the products / services they offer or to assist you in answering any questions or queries you may have submitted. This includes using your details to subscribe you to any email newsletter program the website operates but only if this was made clear to you and your express permission was granted when submitting any form to email process. Or whereby you the consumer have previously purchased from or enquired about purchasing from the company a product or service that the email newsletter relates to. This is by no means an entire list of your user rights in regard to receiving email marketing material. Your details are not passed on to any third parties.

Email Newsletter

This website operates an email newsletter program, used to inform subscribers about products and services supplied by this website. Users can subscribe through an online automated process should they wish to do so but do so at their own discretion. Some subscriptions may be manually processed through prior written agreement with the user.

Subscriptions are taken in compliance with UK Spam Laws detailed in the Privacy and Electronic Communications Regulations 2003. All personal details relating to subscriptions are held securely and in accordance with the Data Protection Act 1998. No personal details are passed on to third parties nor shared with companies / people outside of the company that operates this website. Under the Data Protection Act 1998 you may request a copy of personal information held about you by this website’s email newsletter program. A small fee will be payable. If you would like a copy of the information held on you please write to the business address at the bottom of this policy.

Email marketing campaigns published by this website or its owners may contain tracking facilities within the actual email. Subscriber activity is tracked and stored in a database for future analysis and evaluation. Such tracked activity may include; the opening of emails, forwarding of emails, the clicking of links within the email content, times, dates and frequency of activity [this is by no far a comprehensive list].
This information is used to refine future email campaigns and supply the user with more relevant content based around their activity.

In compliance with UK Spam Laws and the Privacy and Electronic Communications Regulations 2003 subscribers are given the opportunity to un-subscribe at any time through an automated system. This process is detailed at the footer of each email campaign. If an automated un-subscription system is unavailable clear instructions on how to un-subscribe will by detailed instead.

External Links

Although this website only looks to include quality, safe and relevant external links users should always adopt a policy of caution before clicking any external web links mentioned throughout this website.
The owners of this website cannot guarantee or verify the contents of any externally linked website despite their best efforts. Users should therefore note they click on external links at their own risk and this website and its owners cannot be held liable for any damages or implications caused by visiting any external links mentioned.

Adverts and Sponsored Links

This website may contain sponsored links and adverts. These will typically be served through our advertising partners, to whom may have detailed privacy policies relating directly to the adverts they serve.
Clicking on any such adverts will send you to the advertiser’s website through a referral program which may use cookies and will tracks the number of referrals sent from this website. This may include the use of cookies which may in turn be saved on your computer’s hard drive. Users should therefore note they click on sponsored external links at their own risk and this website and its owners cannot be held liable for any damages or implications caused by visiting any external links mentioned.

Social Media Platforms

Communication, engagement and actions taken through external social media platforms that this website and its owners participate on are custom to the terms and conditions as well as the privacy policies held with each social media platform respectively.

Users are advised to use social media platforms wisely and communicate / engage upon them with due care and caution in regard to their own privacy and personal details. This website nor its owners will ever ask for personal or sensitive information through social media platforms and encourage users wishing to discuss sensitive details to contact them through primary communication channels such as by telephone or email.

This website may use social sharing buttons which help share web content directly from web pages to the social media platform in question. Users are advised before using such social sharing buttons that they do so at their own discretion and note that the social media platform may track and save your request to share a web page respectively through your social media platform account.

GP Practices should make available a statement of intent in relation to the following aspects of information technology (IT) use, specifically for – Summary Care Record (SCR), GP to GP Record Transfers and Patient Online Access to Their GP Record.

Summary Care Record

NHS England requires practices to upload changes to patient’s summary information, at least on a daily basis, to the summary care record (SCR). Having your Summary Care Record (SCR) available will help anyone treating you without your full medical record. They will have access to information about any medication you may be taking and any drugs that you have a recorded allergy or sensitivity to.

If you do not want your medical records to be available in this way then you will need to let us know so that we ‘flag’ your record. You can do this via the opt out form.

The practice confirms that your SCR is automatically updated on at least a daily basis to ensure that your information is as up to date as it can possibly be.

GP to GP Record Transfers

GP2GP is a 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 several 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 active and we send and receive patient records via this system.

Patient Online Access to Their GP Record

NHS England requires practices to promote and offer the facility to enable patient online access to appointments, prescriptions, allergies and adverse reactions. We currently offer the facility for booking and cancelling appointments and also for ordering your repeat prescriptions and viewing a summary of your medical records on-line. If you do not already have a user name and password for this system – please register your interest with our reception staff.

We are committed to giving you the best possible service, this will be achieved by working together; help us to help you.

You have a right to, and the practice will try to ensure that:

• You will be treated with courtesy and respect
• You will be treated as a partner in the care and attention that you receive
• All aspects of your visit will be dealt with in privacy and confidence
• You will be seen by a doctor of your choice subject to availability
• In an emergency, out of normal opening hours, if you telephone the practice you will be given the number to receive assistance, which will require no more than one further call
• You can bring someone with you, however you may be asked to be seen on your own during the consultation
• Repeat prescriptions will normally be available for collection within three working days of your request
• Information about our services on offer will be made available to you by way of posters, notice boards and newsletters
• You have the right to see your medical records or have a copy subject to certain laws.

Patient’s Responsibilities

• With these rights come responsibilities and for patients we would respectfully request that you:
• Treat practice staff and doctors with the same consideration and courtesy that you would like yourself. Remember that they are trying to help you
• Please ensure that you order your repeat medication in plenty of time allowing three working days.
• Please ensure that you have a basic first aid kit at home and initiate minor illness and self-care for you and your family.
• Please attend any specialist appointments that have been arranged for you or cancel them if your condition has resolved or you no longer wish to attend
• Please follow up any test or investigations done for you with the person who has requested the investigation
• Attend appointments on time and check in with Reception
• Patients who are late for their appointment may not be seen.
• If you are unable to make your appointment or no longer need it, please give the practice adequate notice that you wish to cancel. Appointments are heavily in demand and missed appointments waste time and delay more urgent patients receiving the treatment they need
• An appointment is for one person only. Where another family member needs to be seen or discussed, another appointment should be made
• Patients should make every effort to present at the surgery to ensure the best use of nursing and medical time. Home visits should be medically justifiable and not requested for social convenience
• Please inform us when you move home, change your name or telephone number, so that we can keep our records correct and up to date
• Read the practice leaflets and other information that we give you. They are there to help you use our services. If you do not understand their content please tell us
• Let us have your views. Your ideas and suggestions whether complimentary or critical are important in helping us to provide a first class, safe, friendly service in pleasant surroundings.

NHS Constitution

The NHS Constitution establishes the principles and values of the NHS in England. For more information see these websites:

GOV.UK – The NHS Constitution for England
NHS Choices – NHS Constitution

We aim to treat every patient with respect and in a polite and friendly manner. We ask that you treat the staff, doctors and other patients here the same way.

In keeping with the NHS, we operate a zero tolerance policy with respect to the protection of our staff and other patients.

We take any threatening, abusive or violent behaviour against any of our staff or patients very seriously.

If a patient persists in violent or abusive behaviour after being warned to stop, we may exercise our right to take action to have them removed from our list of patients. Extreme cases will be reported to the Police.

St James Medical Centre Zero Tolerance Policy