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.

✅ 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:
  📧Aston.healthcare@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 Aston.healthcare@nhs.net

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

Some services provided are not covered under our contract with the NHS and therefore attract charges.

Examples include the following:

• Medicals for pre-employment, sports and driving requirements (HGV, PSV etc.)
• Insurance claim forms
• Prescriptions for taking medication abroad
• Private sick notes
• Vaccination certificates
• Fit to travel certificates

The list of private Fees are based on the British Medical Association (BMA) suggested scales and our reception staff will be happy to advise you about them along with appointment availability.  Click here for helpful information regarding non-NHS work.

Our Practice policy states that if a patient DNAs one appointment for a private medical, they will need to make alternative arrangements elsewhere.

Patients have rights to:

• Be registered with a GP
• Be offered a health check
• Receive emergency care at any time
• Receive appropriate drugs and medicines
• Be referred for a specialist opinion where appropriate
• Choose whether or not to take part in medical research or student training
• To have involvement in decisions around the treatment and care you receive
• To have a choice of treatment options including any referral to Secondary Care
• To be treated with dignity, respect and with due regard for age, sex, religious persuasion, sexual orientation, racial origin, cultural and linguistic background and any disability

Patients have responsibilities to:

• Try, where possible to use our service within the resources available
• Cancel a pre-booked appointment
• Not be violent or display abusive behaviour
• Maintain good relations with the Practice

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.