Springwell Medical Centre uses CCTV images to provide a safe and secure environment for employees and for patients/visitors to the practice. We have a CCTV practice policy available if you wish more information.
Springwell Medical Centre has a legal duty to keep information about you confidential. We will not give any information about you to any other person, or give you any information about another person. This includes appointment times, if you are present in the surgery, test results, medication information etc. If you wish any information to be given to another person then we require written confirmation which will then be attached to your record.
A DNA (Did Not Attend) is when a patient does not attend a booked appointment with any member of the team and does not contact the surgery in advance to cancel or change the appointment. There is huge pressure throughout the NHS on appointment availability. By increasing awareness of this problem and enforcing our policy robustly we would like to reduce the number of DNAs in order to free up appointments for those who need them. The effects of DNAs are:
- Increased waiting time for appointments
- Increased pressure on staff who are unable to offer prompt appointments
- Potentially a health risk to patients
Remember your DNA could be another patient’s appointment – please be considerate and let us know if you cannot attend! If a patient misses an appointment they will not be issued another appointment that day unless there is a clinical reason to see the patient quickly.
We require you to inform the practice of a cancellation at least 2 hours prior to the appointment. If you do not give us 2 hours notice of a cancellation this will be classed as a DNA. If a patient is a frequent non attender then the practice will have no option but to issue a warning letter. If this continues, the practice may discuss removing you from the practice list. We appreciate that on occasions there are special circumstances which may result in a DNA – e.g. Dementia / Hospital admission etc and if you inform reception that this applies to you we will take this into consideration. If you feel that a DNA letter has been sent in error, contact the reception staff to discuss this further.
Freedom Of Information
The Freedom of information Act 2002 provides public access to information held by public authorities. A copy of this document can be obtained by contacting the Practice Manager.
General Data Protection Regulation
Data Protection Notice
The following notice applies from 25th May 2018.
- About Springwell Medical Centre
NHS Lothian is a public organisation created in Scotland under section 2 of the National Health Service (Scotland) Act 1978 (the 1978 Act). It is one of the organisations which form part of NHS Scotland (NHSS).
- About the personal information we use
We use personal information on different groups of individuals including:
- Complainants, enquirers
- Survey respondents
- Professional experts and consultants
- Individuals captured by CCTV
The personal information we use includes information that identifies you like your name, address, date of birth and postcode.
We also use more sensitive types of personal information, including information about racial or ethnic origin; political opinions; religious or philosophical beliefs; trade union membership; genetic and biometric data, health; sex life or sexual orientation.
The information we use can relate to personal and family details; education, training and employment details; financial details; lifestyle and social circumstances; goods and services; visual images; details held in the patient record; responses to surveys.
- Our purposes for using personal information
Under the 1978 Act Springwell Medical Centre has the statutory responsibility to provide or arrange for the provision of a range of healthcare, health improvement and health protection services. We are given these tasks so that we can help to promote the improvement of the physical and mental health of the people of NHS Lothian and assist in operating a comprehensive and integrated national health service in Scotland.
We use personal information to enable us to provide healthcare services for patients (including reminding you of appointments), data matching under the national fraud initiative; research; supporting and managing our employees; maintaining our accounts and records and the use of CCTV systems for crime prevention.
- Our legal basis for using personal information
Springwell Medical Centre, as data controller, is required to have a legal basis when using personal information. Springwell Medical Centre considers that performance of our tasks and functions are in the public interest. So when using personal information our legal basis is usually that its use is necessary for the performance of a task carried out in the public interest, or in the exercise of official authority vested in us. In some situations we may rely on a different legal basis; for example, when we are using personal information to pay a supplier, our legal basis is that its use is necessary for the purposes of our legitimate interests as a buyer of goods and services. Another example would be for compliance with a legal obligation to which Springwell Medical Centre is subject to, for example under the Public Health etc (Scotland) Act 2008 we are required to notify Health Protection Scotland when someone contracts a specific disease.
When we are using more sensitive types of personal information, including health information, our legal basis is usually that the use is necessary:
- for the provision of health or social care or treatment or the management of health or social care systems and services; or
- for reasons of public interest in the area of public health; or
- for reasons of substantial public interest for aims that are proportionate and respect people’s rights; or
- for archiving purposes, scientific or historical research purposes or statistical purposes, subject to appropriate safeguards; or
- in order to protect the vital interests of an individual; or
- for the establishment, exercise or defence of legal claims or in the case of a court order.
On rare occasions we may rely on your explicit consent as our legal basis for using your personal information. When we do this we will explain what it means, and the rights that are available, to you. You should be aware that we will continue to ask for your consent for other things like taking part in a drug trial, or when you are having an operation.
- Who provides the personal information
When you do not provide information directly to us, we receive it from other individuals and organisations involved in the delivery of health and care services in Scotland. These include other NHS Boards and primary care contractors such as GPs, dentists, pharmacists and opticians; other public bodies e.g. Local Authorities and suppliers of goods and services.
Sharing personal information with others
Depending on the situation, where necessary we will share appropriate, relevant and proportionate personal information in compliance with the law, with the following:
- Our patients and their chosen representatives or carers
- Current, past and potential employers
- Healthcare social and welfare organisations
- Suppliers, service providers, legal representatives
- Auditors and audit bodies
- Educators and examining bodies
- Research organisations
- People making an enquiry or complaint
- Financial organisations
- Professional bodies
- Trade Unions
- Business associates
- Police forces.
- Security organisations.
- Central and local government.
- Voluntary and charitable organisations.
Transferring personal information abroad
It is sometimes necessary to transfer personal health information overseas for example if you require urgent medical treatment abroad. When this is needed information may be transferred to countries or territories around the world. Any transfers made will be in full compliance with NHS Scotland Information Security Policy.
Retention periods of the information we hold
Within Springwell Medical Centre we keep personal information as set out in the Scottish Government Records Management: HEALTH AND SOCIAL CARE CODE OF PRACTICE (SCOTLAND) 2020. The Code of Practice sets out minimum retention periods for information, including personal information, held in different types of records including personal health records and administrative records. As directed by the Scottish Government in the Records Management Code of Practice, we maintain a retention schedule as part of our Records Management Policy detailing the minimum retention period for the information and procedures for the safe disposal of personal information.
How we protect personal information
We take care to ensure your personal information is only accessible to authorised people. Our staff have a legal and contractual duty to keep personal health information secure, and confidential. The following security measures are in place to protect personal information:
- All staff undertake mandatory training in Data Protection and IT Security
- Compliance with NHS Scotland Information Security Policy
- Organisational policy and procedures on the safe handling of personal information
- Access controls and audits of electronic systems
This section contains a description of your data protection rights within Springwell Medical Centre
The right to be informed
[Name of Practice] must explain how we use your personal information. We use a number of ways to communicate how personal information is used, including:
- This Data Protection Notice
- Information leaflets
- Discussions with staff providing your care
The right of access
You have the right to access your own personal information.
This right includes making you aware of what information we hold along with the opportunity to satisfy you that we are using your information fairly and legally.
You have the right to obtain:
- Confirmation that your personal information is being held or used by us
- Access to your personal information
- Additional information about how we use your personal information
Although we must provide this information free of charge, if your request is considered unfounded or excessive, or if you request the same information more than once, we may charge a reasonable fee.
If you would like to access your personal information, you can do this by submitting a written request to the Practice Manager at the following address:
Springwell Medical Centre,
39 Ardmillan Terrace
0131 347 1860
Please note email from your private address may not be secure.
Once we have received your request and you have provided us with enough information for us to locate your personal information, we will respond to your request without delay, within one month (30 days). However If your request is complex we may take longer, by up to two months, to respond. If this is the case we will tell you and explain the reason for the delay.
The right to rectification
If the personal information we hold about you is inaccurate or incomplete you have the right to have this corrected.
If it is agreed that your personal information is inaccurate or incomplete we will aim to amend your records accordingly, normally within one month, or within two months where the request is complex. However, we will contact you as quickly as possible to explain this further if the need to extend our timescales applies to your request. Unless there is a risk to patient safety, we can restrict access to your records to ensure that the inaccurate or incomplete information is not used until amended.
If for any reason we have shared your information with anyone else, perhaps during a referral to another service for example, we will notify them of the changes required so that we can ensure their records are accurate.
If on consideration of your request Springwell Medical Centre does not consider the personal information to be inaccurate then we may add a comment to your record stating your concerns about the information. If this is case we will contact you within one month to explain our reasons for this.
If you are unhappy about how Springwell Medical Centre has responded to your request for rectification we will provide you with information on how you can complain to the Information Commissioner’s Office, or how to take legal action.
The right to object
When Springwell Medical Centre is processing your personal information for the purpose of the performance of a task carried out in the public interest or in the exercise of official authority you have the right to object to the processing and also seek that further processing of your personal information is restricted. Provided Springwell Medical Centre can demonstrate compelling legitimate grounds for processing your personal information, for instance; patient safety or for evidence to support legal claims, your right will not be upheld.
There are other rights under current Data Protection Law however these rights only apply in certain circumstances. For further information on these rights please visit ico.org.uk/for-the-public.
The right to complain
Springwell Medical Centre employ a Data Protection Officer to check that we handle personal information in a way that meets data protection law. If you are unhappy with the way in which we use your personal information please tell our Data Protection Officer using the contact details below.
Data Protection Officer
74 Canaan Lane
Phone – 0131 465 5444
Email: [email protected]
Please note email from your private address may not be secure.
You also have the right to complain about how we use your personal information to the Information Commissioner’s Office (ICO). Details about this are on their website at www.ico.org.uk
How to Complain
Our aim is to provide a caring, efficient and high quality service. If you feel we could have done better we want to know. Please address any complaints to the Practice Manager in the first instance. If our practice manager cannot help with the problem she will make an appointment for you to speak with one of our GP Partners or explain the complaints procedure to you if you prefer. Written information is available about this process if you require it.
Lothian Health Board Details
Details of Primary Care Medical Services in the area can be obtained from: NHS Lothian, Waverley Gate, 2-4 Waterloo Place, Edinburgh, EH1 3EG.
Patients Rights & Responsibilities
- Receive treatment from a general practitioner
- Receive information about health services
- Have your treatment explained to you
- Refuse treatment in front of medical students or be involved in medical trials
- Have a friend or relative with you
- Have access to an interpreter or signer
- Have access to emergency medical care
- Complain without discrimination
- Have access to contraceptive or maternity services
- Receive treatment regardless of race, gender, age, social class, religion, sexual orientation, appearance, disability or medical condition.
- Be on time for appointments
- Tell the surgery if you cannot keep appointments
- Tell your GP if you move house or change telephone number
- Use the emergency services responsibly
- Treat Healthcare staff politely
- Take care of all medication
- Inform any healthcare professional of any other treatment you may be receiving or medication you may be taking that may influence your care
- Comply with your treatment to the best of your ability.
Research Data Collection
The information recorded about you may be used for reasons other than your personal care, for example, to help protect the health of the general public, to plan for future, to train staff and to carry out medical and other health research. We are involved in research studies which require access to anonymous information (name, address, postcode, full date of birth) are removed. Individual patient’s records are added into a much larger anonymous database from many patients across the UK which is used by researchers outside the practice. This data may be anonymously linked to other data, such as hospital data. If you would like to opt out of this data collection scheme, please let your doctor know and your records will not be collected for use in the anonymous research database. This will not affect your care in any way. If anything to do with the research would require that you provide additional information about yourself, you will be contacted by your GP to see if you are willing to take part; you will not be identified in any published results. If you would like to know more about the data collection scheme, you can speak to the Practice Manager.
Zero Tolerance Policy
We have a zero tolerance policy towards aggression at the practice. Whilst we fully understand the fact that a visit to the doctors may be upsetting or stressful and that some patients are under more stress than others, we will not tolerate any verbal or physical aggression to any member of the practice team or our patients. Any such behaviour will result in the person being removed from the practice list without further warning.