All medical facilities are fully accessible for disabled patients. The building has a lift to the 1st floor and is fully accessible for wheelchair or mobility scooter users, and there is a disabled toilet.  Parking spaces are available for disabled patients.  The practice uses a self check in screen and patients are notified of their appointments via a large screen in the waiting room.

Hollywood Medical Practice strives to provide an efficient, effective and patient friendly service.  If you feel that the Practice has failed to achieve such a service then we will endeavour to address any concerns, complaints or suggestions that you may have.

Please take the time to read the following information which we hope will assist you in resolving any issues that affect the care/service we provide.

Introduction

The Local Authority, Social Services and National Health Service Complaints (England) Regulations 2009 oblige NHS organisations to have arrangements in place to deal with complaints.  The Health Act 2009 places a duty on NHS Organisations (including contractors) to ‘have regard to the NHS Constitution’.

The NHS Constitution sets out the following rights for patients:

•     To have the right to complain about NHS services dealt with efficiently and to have it properly investigated
•     To have the right to know the outcome of any investigation of a complaint
•     To have the right to take the complaint to the Independent Health Service Ombudsman if not satisfied with the way the complaint has been handled by the NHS organisation

There are two stages of complaints handling

•     Local resolution at Practice or NHS England/ICB level
•     Referral to the Ombudsman

Patients wishing to complain may do so orally, in writing or electronically to either the Practice c/of

Mrs Melanie Potter

Practice Manager

Hollywood Medical Practice

Beaudesert Road

Hollywood, Birmingham B47 5DP

By email:                     hollywood.adminteam@nhs.net

Or the ICB as Commissioner

The Complaints Team

NHS Herefordshire and Worcestershire CCG

The Coach House

John Comyn Drive

Perdiswell

Worcester WR3 7NS

By email:                     hw.complaints@nhs.net

By telephone:             0330 0534356

Complaints can be made within 12 months of an incident occurring or you becoming aware of the problem.  The time limit can sometimes be extended (so long as it’s still possible to investigate the complaint).  An extension might be possible, for instance in situations where it would have been difficult for you to complain earlier, for example, if grieving or undergoing trauma.

Oral complaints that are satisfactorily resolved no later than the next working day are not subject to the regulations.

Complaints can be made by patients or anyone affected by the actions, omissions or decisions of the Practice, whether on their own behalf or by a representative.  In the case of a representative, the Practice must be satisfied that he/she is acting in the best interests of the persons on whose behalf the complaint is being raised.  If the Practice decides that is not the case, the complainant will be notified in writing and an explanation given.

Complainants can complain directly to the ICB or NHS England rather than to the Practice.  The ICB or NHS England is obligated to notify the Practice.

Procedure

•     Patients are encouraged to give feedback to the practice.
•     Where a complaint is made orally, the complaint shall be recorded and a copy of the written record given to the complainant.
•     The complaint shall be acknowledged within 3 working days of receipt and may be made orally or in writing.
•     When acknowledging the complaint, we will offer to discuss the complaint, with the complainant, at a time to suit them. We will advise the manner in which the complaint will be investigated and the likely timescale for this investigation and when the complainant is likely to receive a response.
•     If the complainant does not accept the offer of a discussion then we will determine the response time and notify the complaint in writing.
•     The investigation of the complaint will be made in the most appropriate manner and shall be conducted efficiently, at all times, keeping the patient up to date with progress. As soon as possible after completion of the investigation, the complainant will be sent a written response.
•     The response will include an explanation of how the complaint has been considered, conclusions reached and how they may affect the complainant. It will confirm any actions that need to be taken as a consequence of the complaint.  If local resolution cannot be reached then the complainant will have the right to take the complaint to the Health Service Ombudsman.

The Health Service Ombudsman

The Ombudsman is completely independent of the NHS and Government.  The Ombudsman can be contacted at Millbank Tower, Millbank, London SW1P 4QP, Tel: 0345 015 4033 or by emailing phso.enquiries@ombudsman.org.uk or by accessing www.ombudsman.org.uk.

We hope that the above information was useful, if you require any further information or advice regarding our complaint handling procedure or have any concerns or suggestions regarding the services we provide, then please ask for the Practice Manager at Reception.  The Practice welcomes comments and suggestions on how to improve the way in which we work and we will try and resolve any issues that arise to hopefully prevent the need to complain.

General Data Protection Regulation (GDPR) comes into effect on 25th May 2018.  We wanted to let you know how Hollywood Medical Practice uses your data in compliance with this new legislation.

Please see our Privacy Notice detailed below:

Hollywood Medical Practice Privacy Policy

Hollywood Medical Practice Children’s Privacy Policy

New Shared Care Record delivering better, safer care for all our patients We wanted to let you know that we are finally connecting our systems to offer joined-up health and care records, which will enable better, safer care and treatment for all our patients. As a GP, it is difficult to provide joined-up care with so many separate systems for handling patient information. These were not connected, meaning that you often had to repeat your story each time you received care at a different organisation, or with a different health professional. The Shared Care Record means up-to-date records will be immediately available to professionals caring for you as a patient, when you need direct care. It will mean, for instance, a doctor in a hospital, or a paramedic who attends a 999 call will be able to confidentially access the same crucial information that we can at the Practice, such as details of any allergies and current medications, bringing potentially life-saving benefits. Robust security measures are in place to protect your health information and all staff must follow the law on keeping your information confidential. The Shared Care Record is not the same as the General Practice Data for Planning and Research Directions (GPDPR), which is a national NHS Digital initiative to use GP practice data for research and planning purposes. The Shared Care Record is a local initiative to share information with organisations directly involved in your care to ensure that you receive prompt and appropriate treatment when you need it.

Shared Care Record – Privacy Policy

Partnership Organisations – November 2021

Partnership Organisations – July 2022

Partnership Organisations – July 2023

The average pay for GPs working in Hollywood Medical Practice in the last financial year was £89,180 before tax and National Insurance. This is for 2 full time GPs, 4 part time GPs and 0 locum GPs who worked in the practice for longer than six months.

All Patients at Hollywood Medical Practice have a named GP who is responsible for your overall care at the practice. Our practice list is divided between the available doctors. This does not prevent you from seeing any GP in the practice as you currently do. New patients are allocated a named GP when registering with the Surgery.

If you wish to know who your named GP is, please contact the practice.

Your Data Matters to the NHS

In May 2018, the strict rules about how this data can and cannot be used were strengthened. The NHS is committed to keeping patient information safe and always being clear about how it is used.

How your data is used

Your health and care information is used to improve your individual care. It is also used to help us research new treatments, decide where to put GP clinics and plan for the number of doctors and nurses in your local hospital. Wherever possible we try to use data that does not identify you, but sometimes it is necessary to use your confidential patient information.

What is confidential patient information?

Confidential patient information identifies you and says something about your health, care or treatment. You would expect this information to be kept private. Information that only identifies you, like your name and address, is not considered confidential patient information and may still be used: for example, to contact you if your GP practice is merging with another.

Who can use your confidential patient

It is used by the NHS, local authorities, university and hospital researchers, medical colleges and pharmaceutical companies researching new treatments.

Making your data opt-out choice

You can choose to opt out of sharing your confidential patient information for research and planning. There may still be times when your confidential patient information is used: for example, during an epidemic where there might be a risk to you or to other people’s health. You can also still consent to take part in a specific research project.

Will choosing this opt-out affect your care and treatment?

No, your confidential patient information will still be used for your individual care. Choosing to opt out will not affect your care and treatment. You will still be invited for screening services, such as screenings for bowel cancer.

What should you do next?

You do not need to do anything if you are happy about how your confidential patient information is used. If you do not want your confidential patient information to be used for research and planning, you can choose to opt out securely online or through a telephone service. You can change your choice at any time by visiting https://www.nhs.uk/your-nhs-data-matters/ or telephone 0300 303 5678.

Summary Care Record

There is a new Central NHS Computer System called the Summary Care Record (SCR). It is an electronic record which contains information about the medicines you take, allergies you suffer from and any bad reactions to medicines you have had.

Why do I need a Summary Care Record?

Storing information in one place makes it easier for healthcare staff to treat you in an emergency, or when your GP practice is closed.

This information could make a difference to how a doctor decides to care for you, for example which medicines they choose to prescribe for you.

Who can see it?

Only healthcare staff involved in your care can see your Summary Care Record.

How do I know if I have one?

All patients at Hollywood Medical Practice have a summary care record unless they have completed a form to opt out.

Do I have to have one?

No it is not compulsory.  If you choose to opt out of the scheme, then you will need to complete a form and bring it along to the surgery. You can use the form at the foot of this page.

More Information

For further information visit the NHS Care records website or the HSCIC Website

Summary Care Record Opt Out Form

• • we aim to ensure that we provide high quality, safe and effective services

• • we aim to maintain high quality, clean and safe environment for staff and patients alike

• • to provide monitored, audited and continually improving health care services

• • to provide healthcare which is available to the whole population and that we continue to create good communication between patients and health professionals which ensures mutual respect, the ability to be heard and actively encourages learning and training

• • we aim to provide accessible healthcare which is proactive to healthcare changes, efficiency and innovation and development

• • continue to improve clinical governance and evidence based practice

• • continue to improve clinical and non-clinical risk management

• • we aim to monitor and reduce risk in specific clinical risk areas and facilities

• • we aim to keep on improving on environment and capacity

• • to improve vigilance for unforeseen emergencies

• • to optimise performance against key targets and core standards

• • to meet key targets

• • to meet Annual Health Check

• • to implement payment by results

• • to become a patient centred organisation

• • to improve services offered to patients

• • to improve communication between the surgery and the patients

• • to recruit, retain and develop a highly motivated and appropriately skilled workforce

• • to enhance performance of the workforce

• • to develop management capability

• • to guide the employees in accordance with the Equalities Scheme

• • to ensure efficient management and governance systems

• • to ensure we have in place a robust information technology system which is able to adequately support and strengthen the business of Hollywood Medical Practice

Information about your health and care helps us to improve your individual care, speed up diagnosis, plan your local services and research new treatments. The NHS is committed to keeping patient information safe and always being clear about how it is used.

How your data is used

Information about your individual care such as treatment and diagnoses is collected about you whenever you use health and care services. It is also used to help us and other organisations for research and planning such as research into new treatments, deciding where to put GP clinics and planning for the number of doctors and nurses in your local hospital.  It is only used in this way when there is a clear legal basis to use the information to help improve health and care for you, your family and future generations.

Wherever possible we try to use data that does not identify you, but sometimes it is necessary to use your confidential patient information.

You have a choice

You do not need to do anything if you are happy about how your information is used. If you do not want your confidential patient information to be used for research and planning, you can choose to opt out securely online or through a telephone service. You can change your mind about your choice at any time.

Will choosing this opt-out affect your care and treatment?

No, choosing to opt out will not affect how information is used to support your care and treatment. You will still be invited for screening services, such as screenings for bowel cancer.

What do you need to do?

If you are happy for your confidential patient information to be used for research and planning, you do not need to do anything.

To find out more about the benefits of data sharing, how data is protected, or to make/change your opt-out choice visit www.nhs.uk/your-nhs-data-matters.

Download a copy of the PatientLeaflet