Policies and Procedures

You have the right to access the information we hold about you in your medical records. This is covered by the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

👀 How to request your records

• You can make a request in writing, by email, or verbally to the practice.
• Please provide as much detail as possible to help us find the information you need.
• You can also view your records securely online via the NHS App.

💡 To make this easier, our website features Kaprice, our digital assistant.

• Kaprice can guide you step-by-step through setting up and using the NHS App.
• This includes accessing your medications, test results, consultation notes, and hospital letters.

⏱ Timescales

• We must provide access to your records within one month (28 calendar days) of receiving your request.
• If your request is complex, this may take up to an additional two months, but we will inform you within the first month if this is the case.

💷 Fees

• In most cases, access is free of charge.
• A fee may only be charged if the request is manifestly unfounded, excessive, or for duplicate copies.

✏️ Correcting your record

If you believe something in your record is factually incorrect, you can ask us to amend it. We will review your request in line with NHS guidance.

❌ Withholding information

In some cases, information may be withheld if:

• A senior clinician believes sharing it could cause serious harm to your physical or mental health, or that of others.
• The record contains third party information that cannot be disclosed without their consent.

✨ We are committed to ensuring that your health information is secure, accurate, and accessible — whether through the practice directly or via the NHS App with support from Kaprice.

👥 What is a chaperone?

A chaperone is another trained member of staff who is present during your examination.

• They provide support and reassurance for patients.
• They also act as a safeguard for both patients and clinicians during intimate or sensitive examinations.

✅ Your rights

• You may request a chaperone at any time during your consultation or examination.
• Please inform the clinician if you would like a chaperone — we will be happy to arrange this for you.
• If a chaperone is not immediately available, you may be asked to wait until one can be provided.

⚠️ When a chaperone may be required

• Sometimes, the clinician may request a chaperone to be present, particularly during intimate examinations.
• This is standard procedure and follows GMC guidance, designed to protect both the patient and the clinician.

✨ Our aim is to make sure you feel safe, respected, and supported at all times.

✅ How to make a complaint

• You can speak to any member of staff verbally or put your complaint in writing.
• Complaints can also be made on your behalf by a representative (with your consent).
• We will acknowledge your complaint within 3 working days.

⏱ Timescales

• We aim to resolve straightforward complaints within 10 working days.
• More complex complaints may take longer, but we will keep you updated and aim to respond fully within 40 working days.
• Complaints should normally be made within 12 months of the event.

🔒 Confidentiality

Your complaint will be handled confidentially and will not affect your ongoing care.

👥 Support

If you need help making a complaint, you can contact:

• Independent Complaints Advocacy Service (ICAS) or
• NHS Cheshire & Merseyside ICB Patient Experience Team (📞 0800 132 996, 📧 enquiries@cheshireandmerseyside.nhs.uk).

📢 If you are not satisfied

If you remain unhappy after we have responded, you can escalate your complaint to the:

• Parliamentary and Health Service Ombudsman (PHSO) – 📞 0345 015 4033, 🌐 www.ombudsman.org.uk

✨ We value your feedback. Complaints help us improve our services and ensure we continue to deliver safe, effective care.

Our practice complies with the UK GDPR and the Data Protection Act 2018 in handling your medical information.

Your health record is confidential and will only be shared when necessary for your care, or when required by law.

👥 When your information may be shared

• For your care – e.g. with district nurses, hospital services, or other healthcare providers.
• With your consent – e.g. referrals to social services or community support.
• When required by law – e.g. child protection cases or court orders.
• For planning NHS services – anonymised information may be used at local and national level (e.g. diabetic care, screening programmes).

👉 If you do not wish your anonymous information to be used in this way, please let us know.

🧑‍💻 Who has access to your records?

• Doctors, nurses, and healthcare professionals directly involved in your care.
• All reception and administration staff also have access to medical records in order to carry out their work (e.g. booking appointments, preparing referrals, updating information).
• Every member of staff is bound by the same strict duty of confidentiality and NHS codes of conduct.

👀 Your rights

• You have the right to access your medical records within one month (28 days) of making a request.
• You may also apply for online access to your GP record.
• If you believe something in your record is factually incorrect, you can request for it to be amended.

✨ Your trust is important to us. We are committed to keeping your medical information safe, secure, and confidential at all times.

What are cookies?

Cookies are small files saved on your phone, tablet, or computer when you visit a website.

They store information about how you use the site, such as the pages you visit.

• Cookies are not viruses or harmful programs.
• They are very small and do not take up much space.

How we use cookies

We use cookies to:

• ✅ Make our website work securely and reliably
• ✅ Remember your preferences (such as accepting cookies)
• ✅ Measure how people use our site (analytics) so we can improve it

Cookies that make our website work

• csrftoken – helps keep the site secure by preventing CSRF attacks (expires in 1 year)
• nhsuk-cookie-consent – remembers if you used our cookies banner (expires at browser close or up to 1 year)

Cookies that measure website use

• ga – enables Google Analytics to understand how visitors use the site
• dd – enables DataDog monitoring to ensure website performance

Changing your cookie settings

• Some cookies (like analytics cookies) are optional.
• We will only use these cookies if you give us permission.
• You can update your cookie preferences at any time by using the cookie banner or your browser settings.

How we use the information we collect

To learn more about how we collect, store, and use information about you or your visit, please see our [Privacy Policy].

✨ By continuing to use our website, you agree to our use of essential cookies. Optional cookies will only be used with your consent.

Data Protection – Your Personal Data is Safe

• Primary Care Knowsley is committed to protecting your personal information and ensuring that your data is handled safely, securely, and in line with the law.

  We comply with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018, which set out how we can use your information.

  📊 How we use your information

  We collect and use your personal data to:

  • Provide you with safe and effective healthcare
  • Share relevant information with other health and social care professionals involved in your treatment
  • Manage our services and ensure quality of care
  • Meet legal and regulatory requirements

  🔒 Keeping your information safe

  • Your records are stored securely, whether electronic or paper-based
  • Only staff who are directly involved in your care or in supporting services can access your information
  • All staff are bound by a strict duty of confidentiality

  👀 Your rights

  Under Data Protection law, you have the right to:

  • Access the information we hold about you
  • Request corrections to inaccurate information
  • Request that your information is erased (in certain circumstances)
  • Restrict or object to how your data is used
  • Be informed about how your information is being used

  ℹ️ More information

  • You can read our full Practice Privacy Notice on our website or ask for a copy at reception.
  • If you have concerns about how your data is handled, please contact the practice manager.
  • You also have the right to complain to the Information Commissioner’s Office (ICO):
    🌐 www.ico.org.uk | 📞 0303 123 1113

  ✨ We are committed to protecting your privacy and ensuring your personal data is always handled responsibly.

❓ What is a DNA?

A DNA appointment is when a patient does not attend their booked appointment and does not contact the surgery to cancel or rearrange it.

Missed appointments create a significant strain on NHS resources and can delay care for other patients.

We do understand that sometimes there are exceptional reasons why you may be unable to cancel (for example, if you are admitted to hospital).

📝 Our DNA policy

• If you miss 2 or more appointments in one month, you will receive a warning letter.
• If you have already had a warning letter and miss another appointment, you will receive a second letter.
  • This will state that you may only book same-day appointments and not book in advance.
• If you do not attend same-day appointments, we will invite you to discuss a contracted appointment plan.
  • This may include calling to confirm your appointment; if you do not confirm, the appointment will be cancelled.
• Warning letters remain valid for 12 months.

✅ Cancelling appointments

Please help us reduce DNAs by cancelling appointments you cannot attend:

• Use the NHS App or online services to cancel.
• Reply to your appointment text reminder to cancel directly.
• Call the surgery as soon as possible if you cannot attend.

💡 Please make sure we have your correct mobile number so you can receive text reminders.

📞 Contact us

If you would like to discuss our DNA policy or need help with cancelling appointments, please contact the surgery.

✨ By cancelling in good time, you help us offer appointments to other patients who need care.

Under the Freedom of Information Act 2000, the public has the right to request access to certain information held by public authorities, including GP practices.

✅ What information can you request?

You can request access to information about:

• The way our practice is organised and managed
• The services we offer
• The costs of services and funding arrangements
• Our policies and procedures
• Lists and registers we hold

👉 This applies to practice information only, not to personal medical records.

❌ What’s not covered?

• Personal medical records are not covered by FOI.
  • To access your own health records, please see our Confidentiality & Medical Records policy (this falls under the Data Protection Act 2018 / UK GDPR, not FOI).
• Some information may also be withheld if it is confidential, commercially sensitive, or legally exempt.

📝 How to make a request

• FOI requests must be made in writing (by letter or email).
• Please send requests to:
  📧 tower.hill@nhs.net
• We will respond within 20 working days as required by law.

💡 Our Publication Scheme

We follow the model Publication Scheme set out by the Information Commissioner’s Office (ICO). This means much of the information you can request is already available via:

• Our practice website
• The NHS England website
• Or directly from the practice on request

✨ The Freedom of Information Act helps ensure the NHS is open, transparent, and accountable in the way it delivers services.

• Your health information is personal — and we take protecting it very seriously.
  • ✅ Your records are kept confidential and secure.
  • ✅ Information is shared only with staff directly involved in your care.
  • ✅ The NHS uses secure electronic systems so doctors and nurses always have the right information to look after you.

  🔒 Who can see my records?

  • Doctors, nurses, and health professionals directly involved in your care.
  • Some administrative staff (e.g. receptionists, secretaries) may have limited access to book appointments or type referral letters.
  • All staff follow the NHS duty of confidentiality and strict codes of conduct.

  📊 Other uses of information

  Sometimes, your information may also be used to:

  • Train healthcare staff
  • Audit and improve NHS services
  • Plan future services
  • Support public health (e.g. infectious disease reporting, immunisation programmes)
  • Support approved research (only with your consent)

  Where possible, this information is anonymised.

  👀 Can I see my records?

  • Yes — you have a legal right under the UK GDPR and Data Protection Act 2018.
  • We must provide access to your records within one month (28 calendar days) of receiving your request.
  • If your request is complex, this may be extended by up to a further two months — but we will notify you within the first month if this is the case.
  • You can also apply for online access to your GP record.
  • If you believe something is factually incorrect, you may request it be amended.

  ❌ Withholding information

  Information may be withheld if:

  • A senior clinician believes sharing it could cause serious harm to your physical or mental health, or that of others.
  • The record contains third party information (not disclosed without consent).

  👥 Third party consent

  If you would like someone else (e.g. parent, carer) to discuss your care with us, you must provide written consent.

  • Forms are available at reception, or
  • By emailing the practice at tower.hill@nhs.net

  ✨ We want you to feel confident that your information is safe, secure, and used only to support your care.

As your GP practice, we are required to share certain information with NHS England (formerly NHS Digital) to support the safe and effective running of NHS services.

📊 Why we share data

Your health information may be securely shared with NHS England for purposes such as:

• Monitoring NHS performance and improving services
• Planning future healthcare needs (locally and nationally)
• Supporting medical research and clinical audits
• Ensuring medicines and treatments are used safely and effectively

This data helps the NHS make better decisions about healthcare for everyone.

🔒 Protecting your privacy

• Only the minimum necessary information is shared.
• Wherever possible, information is anonymised so that you cannot be identified.
• If data is shared in a way that could identify you, it is protected by strict legal safeguards under the Data Protection Act 2018 and UK GDPR.
• NHS England has legal powers under the Health and Social Care Act 2012 to collect and process this information.

👀 Your choices

• You have the right to opt out of your confidential patient information being used for research and planning.
• This will not affect your individual care.
• To opt out, visit: www.nhs.uk/your-nhs-data-matters or call 0300 303 5678.

✅ Your rights

Under UK GDPR and the Data Protection Act 2018, you have the right to:

• Access your own medical records
• Request corrections if your data is inaccurate
• Restrict or object to certain types of processing
• Be informed about how your data is used

For more details, see our Practice Privacy Notice or ask at reception.

✨ Your information is vital to helping the NHS provide safe, effective care — and we are committed to keeping it confidential and secure at all times.

Respectful Use of Our Online Spaces

Our practice uses social media to share:

• ✅ Health information
• ✅ Practice updates
• ✅ Community news

We ask all patients to use our pages responsibly and respectfully.

❌ What is not acceptable:

• Abusive, offensive, or threatening comments
• Personal attacks or harassment
• Discriminatory or defamatory remarks
• Posting personal or confidential medical information
• Sharing misleading health information

⚠️ Consequences

• Posts may be removed if they breach our policy
• Patients may receive a warning
• Serious or repeated breaches may result in removal from the practice list, in line with our Zero Tolerance Policy
• The police may be contacted if unlawful content is posted

💬 For complaints or concerns, please contact us directly using the official Complaints Procedure — not via social media.

✨ Let’s keep our online spaces safe, respectful, and helpful for everyone.

Your Summary Care Record (SCR)

What is it?

The Summary Care Record (SCR) is an electronic record held on the central NHS computer system.
It contains essential information from your GP record, such as:

• ✅ The medicines you take
• ✅ Any allergies you have
• ✅ Any bad reactions to medicines

You can also choose to add more information (for example: long-term conditions, significant medical history, or your communication needs).

Why is it important?

Having this information in one place helps healthcare staff to treat you:

• ⚕️ In an emergency
• ⚕️ When your GP practice is closed
• ⚕️ If you are away from home

This could make a real difference to decisions about your care — for example, which medicines are safe to prescribe.

Who can see it?

• Only authorised healthcare staff directly involved in your care.
• Access is strictly controlled by law and monitored under the Data Protection Act 2018 and UK GDPR.
• You will always be asked for your permission before your record is viewed (except in an emergency where you cannot give consent).

Do I have to have one?

• ❌ No — it is not compulsory.
• If you wish to opt out, you need to complete an opt-out form and return it to the practice.
• You can also change your mind at any time and opt back in.

Want to know more?

• Visit: www.digital.nhs.uk/summary-care-records
• Call: NHS 111 for general advice
• Speak to a member of our practice team

✨ Your Summary Care Record helps us care for you safely, wherever you are.

At Primary Care Knowsley, we recognise the vital role that carers play in supporting family, friends, and loved ones.

A carer is anyone, of any age, who provides unpaid support to someone who could not manage without their help. This might be due to illness, disability, mental ill health, or substance misuse. Parents of children with disabilities or long-term conditions are also carers.

🧑‍🤝‍🧑 Identifying carers

• Many people don’t see themselves as carers, but identifying your role helps us support you.
• You can let us know you are a carer by speaking to our team or completing a carer registration form at reception.
• Once identified, your records will be updated so our staff know to offer you appropriate help and signposting.

💡 Support we can offer

• Referral for a Carer’s Assessment with Adult Social Care
• Information and advice from our Carers’ Champion at the practice
• Signposting to local services such as the Knowsley Carers Hub
• Links to national support organisations including Carers UK and Carers Trust

🌐 Useful resources

• Knowsley Carers Hub
• Carers UK
• Carers Trust
• Knowsley Council – Support for Carers
• Age UK

✨ If you look after someone, please let us know. By identifying yourself as a carer, we can help connect you to the support and services available to you.

We are committed to protecting your privacy. We treat your information with the same care we would expect for ourselves when browsing the web.

Any data we collect or process is done for legitimate reasons and with your privacy in mind.

🔒 Information we collect and use

• There may be sections of our website where we ask you for your details so we can contact you (for example, appointment or prescription requests).
• Any information you provide will remain secure and will never be sold or rented to third parties.
• Apart from the details you choose to share with us, we also use cookies to improve your experience. Please see our Cookie Policy for more information.

📊 Third-party services

• We do not disclose your personal information to third parties.
• We do, however, use trusted third-party providers for analytical purposes (e.g. website usage data). These are outlined in our Cookie Policy.
• Any personal information you provide us cannot be seen by third parties.

📧 How we use your contact details

If you provide your contact details through this website, we will only use them to respond to you.
This may include:

• Requests for an appointment
• Prescription requests
• General enquiries about our services

We will not use your contact details for marketing purposes.

❓ Questions or concerns

If you have any questions about this policy or how your information is handled, please contact us:

📧 tower.hill@nhs.net
📞 0151 902 0010

✨ By using our website, you agree to the terms of this privacy policy and our use of cookies.

What does this mean?

When you register with our practice, you will be allocated a named GP.

• This GP is accountable for your care and will oversee your treatment.
• Having a named GP supports continuity of care, helping you build a stronger relationship with your doctor.

Seeing your GP

• We encourage you to book appointments with your named GP whenever possible.
• Sometimes your named GP may not be available.
  • In these cases, we will explain why and offer you an appointment with another suitable clinician in the practice team.

Can I change my named GP?

• ✅ Yes — if you are not happy with your allocated GP, you can request a change.
• We will do our best to accommodate your request.

Important to know

• Having a named GP does not restrict you to only seeing that doctor.
• You are free to see any GP or clinician in the practice depending on your needs.
• This is a requirement under the NHS GP Contract (2015 onwards), ensuring every patient has a doctor responsible for their overall care.

✨ Your named GP is here to coordinate your care — but our whole team is here for you.

Respect for All

We will always treat our patients with courtesy, care, and respect.
In return, we expect the same from everyone who visits or contacts the practice.

❌ Unacceptable Behaviour

The following will not be tolerated:

• 🚫 Swearing or abusive language
• 🚫 Verbal abuse, threats, or intimidation
• 🚫 Physical violence towards staff, patients, or visitors
• 🚫 Racial abuse, sexual harassment, or discrimination
• 🚫 Persistent or unrealistic demands that cause stress to staff
• 🚫 Damage to or theft from practice property
• 🚫 Fraudulent attempts to obtain medication or services

⚠️ Consequences

• Abusive or violent patients may be removed from our list.
• In serious cases, the police will be called immediately.
• If necessary, other household members may also be removed to protect staff safety.

🤝 Our Commitment

Our doctors, nurses, and staff are here to help you.
We ask you to treat them with dignity and respect at all times.

Together, we can maintain a safe and respectful environment for everyone.