You and Your General Practice

We know that getting the right help from your GP practice can sometimes feel a little confusing. That’s why we wanted to share a new guide from the NHS called ‘You and Your General Practice’.

This guide is a great way to understand what you can expect from us and how you can get the most from the NHS. It has lots of helpful information, including:

  • What happens when you contact your practice to request an appointment
  • Who might help you
  • How to find and use online services
  • The best way to get help when the practice is closed
  • How to give feedback or raise concerns.

This guide explains how things work in a clear and simple way, using everyday language. It’s a great resource, full of useful tips for all NHS patients.

This guide also helps to explain how we can work together as a team. The NHS is here for everyone, and by understanding how our services work, you can help us help you. We are always here to support you and want you to feel confident in getting the care you need.

If you have questions about wider NHS enquiries you can read more on the ICB:

https://herefordshireandworcestershire.icb.nhs.uk/contact-us

You can read the full guide on the NHS England website.

https://www.england.nhs.uk/long-read/you-and-your-general-practice-english/

Staff Training at HMG

Why Protected Learning Time Matters in General Practice

Healthcare is always changing, and our teams need to keep learning to give you the best possible care. Protected Learning Time (PLT) is dedicated time for our staff to take part in training and development.

Practices across Herefordshire, and many other areas, have been holding PLT sessions every three months for more than 15 years.

We know some patients recently gave feedback online about our latest PLT session. So here we will explain what PLT is, why it matters, and why we bring all staff to one site during these sessions.


What Is Protected Learning Time?

Improving Patient Care

PLT gives our doctors, nurses, and admin teams a chance to build their skills and knowledge. This helps us provide better and safer care.

Keeping Up to Date

Medical advice, treatments, and technology are always changing. PLT helps our staff stay informed and ready to use the latest tools and guidance.

Promoting Improvement

By setting aside time for learning, we build a culture of continuous improvement. This benefits both patients and staff.


Our Responsibilities To You

As your healthcare provider, we are committed to giving safe, high quality care. PLT helps us do that through:

  • Regular Training – covering both clinical and administrative topics

  • Staying Compliant – keeping up with national and local healthcare standards

  • Supporting Staff Wellbeing – learning opportunities help reduce stress and burnout


Why Is The PLT Done At The Same Time For All Sites?

To make PLT work well, we bring together teams from all four of our sites in one place. This helps us:

  • Provide consistent training for everyone

  • Strengthen teamwork and communication

  • Use time and resources more efficiently


What Happens While We Are Training?

We understand it can be inconvenient when our sites are closed for a few hours. We do everything we can to reduce disruption:

Emergency Cover

If you need urgent care during the training period, other local practices provide phone cover. You will always be directed to the right help.

Online Forms

Our online consultation forms remain open and will be reviewed once training is finished.

Advance Notice

We will always let you know the PLT dates in advance so you can plan your appointments.

Website Support

You can find useful advice, self-care tips, and contact options on our website and online services.


In Summary

Protected Learning Time is an investment in better care. By supporting our staff through training, we make sure we’re ready to meet the challenges of modern healthcare, which means that you get the best possible outcome, both now, and in the future.

Clinical & Diagnostic Services – Privacy Policy

CDS – Clinical & Diagnostic Services

36 Foxland Road,

Gatley,

Cheadle,

SK8 4QB

Privacy Policy

At Clinical Diagnostic Services (CDS), we prioritise the protection of your privacy as a fundamental principle guiding our dedication to delivering a secure and reliable online experience. This privacy statement outlines how we collect and use data when you interact with our website, ensuring transparency in our practices.

Feel free to explore our website without disclosing any personal information. Your privacy is respected, and you can navigate our site anonymously.

Information We Collect

When you visit our website, we may collect personal information such as your name, email address, and any additional details voluntarily submitted through contact forms or user account creation.

Additionally, we collect non-personal information, which includes details such as browser type, device information, and IP address. This data is obtained through cookies and similar technologies to enhance user experience.

How We Use Your Information

We use your personal information to:

  • Provide and improve our services
  • Respond to your inquiries
  • Send newsletters or promotional materials (you can opt-out at any time)
  • Customise your experience on the website

Non-personal information is utilised for:

  • Analysing website usage and performance
  • Tailoring content to user preferences
  • Improving our services and overall user experience

Data Security

We implement industry-standard security measures to protect your personal information from unauthorised access, disclosure, alteration, and destruction. It is important to note that while we strive to maintain the highest level of security, no method of transmission over the internet or electronic storage is entirely secure, and we cannot guarantee absolute security.

Third-Party Disclosure

We may share your information with third parties under the following circumstances:

Service Providers: We might enlist third-party providers to assist in delivering our services, and they may have access to your information exclusively for that purpose.

Legal Compliance: We may disclose your information if required by law or in response to valid legal requests.

Consent: We will obtain your consent before sharing your information with third parties for purposes other than those outlined in this Privacy Policy.

Your Choices

You have the right to:

  • Request access to the personal information we have on record.
  • Request the correction of any inaccurate or incomplete personal information.
  • Request the deletion of your personal information, in accordance with legal requirements.
  • Opt-out of receiving promotional emails by following the instructions provided in each email.

Children’s Privacy

Our services are not designed for individuals under the age of 13. We do not intentionally gather personal information from children. If you are a parent or guardian and suspect your child has given us personal information, please contact us to request its deletion.

Contact Us

We reserve the right to update this Privacy Policy periodically. We will notify you of any modification by posting the new policy on this page with an updated effective date.

If you have any questions or concerns regarding this Privacy Policy, please contact us at info@clinicaldiagnostic.co.uk.

Thank you for entrusting us with your privacy.

 

Hospital Appointment Waiting Times

More patients are asking us to speed up their hospital appointments and we know that you might feel upset about waiting times.

Once your referral letter has been sent, the GP is not told about waiting times.

Waiting longer for an appointment does not make your request more urgent, and we are not able to write a letter on your behalf to speed up your appointment.

You could try:

  • Contacting the hospital on their main phone number and ask to speak to the Consultant’s secretary.
  • Contacting the hospital PALS service (Patient Advice and Liaison Service). You can contact them by calling the main hospital phone number and asking to speak to the PALS Team.

If you feel that you have had a change in your health problem, you should:

  • Write to the specialist and ask them to review your notes to decide if you need an earlier appointment. In your letter you can ask that they contact you directly to let you know of their choice and how long you will be waiting.
  • If you develop a new health problem or significant new or worsening symptoms –  please contact us or NHS 111
  • In an emergency, you should dial 999 or attend A&E.

Thank you for your patience and support at this time. By following these actions, you will help us to free up valuable appointments for those who need them.

Summary Care Records (SCR)

Your Summary Care Record is a short summary of your GP medical records. It tells other health and care staff who care for you about the medicines you take and your allergies.

This will enable health and care professionals to have better medical information about you when they are treating you at the point of care. This change will apply for the duration of the coronavirus pandemic only. Unless alternative arrangements have been put in place before the end of the emergency period, this change will be reversed.

All patients registered with a GP have a Summary Care Record, unless they have chosen not to have one. The information held in your Summary Care Record gives health and care professionals, away from your usual GP practice, access to information to provide you with safer care, reduce the risk of prescribing errors and improve your patient experience.

Your Summary Care Record contains basic information about allergies and medications and any reactions that you have had to medication in the past.

Some patients, including many with long term health conditions, have previously agreed to have additional information shared as part of their Summary Care Record. This additional information includes information about significant medical history (past and present), reasons for medications, care plan information and immunisations.

During the coronavirus pandemic period, your Summary Care Record will automatically have additional information included from your GP record unless you have previously told the NHS that you did not want this information to be shared.

There will also be a temporary change to include COVID-19 specific codes in relation to suspected, confirmed, Shielded Patient List and other COVID-19 related information within the additional information.

By including this additional information in your SCR, health and care staff can give you better care if you need health care away from your usual GP practice:

  • in an emergency
  • when you’re on holiday
  • when your surgery is closed
  • at out-patient clinics
  • when you visit a pharmacy

Additional information is included on your SCR

In response to the coronavirus (COVID-19) pandemic we are temporarily removing the requirement to have explicit consent to share the SCR additional information. This change of requirement will be reviewed when the pandemic is over.

You can be reassured that if you have previously opted-out of having a Summary Care Record or have expressly declined to share the additional information in your Summary Care Record, your preference will continue to be respected and applied.

Additional information will include extra information from your GP record, including:

  • health problems like dementia or diabetes
  • details of your carer
  • your treatment preferences
  • communication needs, for example if you have hearing difficulties or need an interpreter

This will help medical staff care for you properly, and respect your choices, when you need care away from your GP practice. This is because having more information on your SCR means they will have a better understanding of your needs and preferences.

When you are treated away from your usual doctor’s surgery, the health care staff there can’t see your GP medical records. Looking at your SCR can speed up your care and make sure you are given the right medicines and treatment.

The only people who might see your Summary Care Record are registered and regulated healthcare professionals, for example doctors, nurses, paramedics, pharmacists and staff working under their direct supervision. Your Summary Care record will only be accessed so a healthcare professional can give you individual care. Staff working for organisations that do not provide direct care are not able to view your Summary Care Record.

Before accessing a Summary Care Record healthcare staff will always ask your permission to view it, unless it is a medical emergency and you are unable to give permission.

Protecting your SCR information

Staff will ask your permission to view your SCR (except in an emergency where you are unconscious, for example) and only staff with the right levels of security clearance can access the system, so your information is secure. You can ask an organisation to show you a record of who has looked at your SCR – this is called a Subject Access Request.

Find out how to make a subject access request.

Opting out

The purpose of SCR is to improve the care that you receive, however, if you don’t want to have an SCR you have the option to opt out. If this is your preference please inform your GP or fill in an SCR opt-out form and return it to your GP practice.

Regardless of your past decisions about your Summary Care Record consent preferences, you can change your mind at any time. You can choose any of the following options:

  1. To have a Summary Care Record with additional information shared. This means that any authorised, registered and regulated health and care professionals will be able to see a enriched Summary Care Record if they need to provide you with direct care.
  2. To have a Summary Care Record with core information only. This means that any authorised, registered and regulated health and care professionals will be able to see information about allergies and medications only in your Summary Care Record if they need to provide you with direct care.
  3. To opt-out of having a Summary Care Record altogether. This means that you do not want any information shared with other authorised, registered and regulated health and care professionals involved in your direct care, including in an emergency.

To make these changes, you should inform your GP practice or complete the SCR patient consent preferences form and return it to your GP practice.

More information on your health records

Read more about your medical records.

Zero Tolerance Policy

We all have bad days, and when we feel ill we may feel ‘down’ and a little more irritable than normal. All our staff are here to help you. Reception staff are following procedures that help the practice to function efficiently. Staff have the right to work in a safe and secure environment and we, as employers, have the legal responsibility to provide that safe and secure environment.

The practice will not tolerate:

  • Verbal abuse to staff which prevents them from doing their job or makes them feel unsafe.
  • Threats of violence or actual violence to a GP or a member of his or her staff.

The GPs have the right to remove from their list with immediate effect any patient who behaves in the above manner.

Your Data Matters

Your health records contain a type of data called confidential patient information. This data can be used to help with research and planning.

You can choose to stop your confidential patient information being used for research and planning. You can also make a choice for someone else like your children under the age of 13.

Your choice will only apply to the health and care system in England. This does not apply to health or care services accessed in Scotland, Wales or Northern Ireland.

FIND OUT MORE ABOUT YOUR DATA AND THE NHS

Sending documents to the practice in a language other than English Policy

Please be aware that patients are responsible for having medical documents translated before sending them into us at the practice.

This is to make sure that we are able to add any important information that you might send us, to your records straight away.

Safeguarding

Everybody has the right to be safe, no matter who they are or what their circumstance.

Safeguarding is about protecting children, young people and vulnerable adults from abuse or neglect.  We are all responsible for the safety of children, young people and vulnerable adults and must ensure that we are doing all we can to protect the most vulnerable members of our society.

Hereford Medical Group has a Safeguarding team.

The surgery has safeguarding policies to ensure the safety of all our patients and our staff are trained to identify when people may be at risk.

Research

Hereford Medical Group is a research active GP practice. Conducting high-quality clinical research helps us to keep improving NHS care by finding out which treatments work best.

In this practice, you might be asked to take part in a clinical research study. Alternatively, ask our staff about clinical studies suitable for you. Taking part in a clinical research study is voluntary and can be a rewarding experience.

Please be assured that your details will not be released without your express permission.