Complaints and Comments
GABLES SURGERY is always looking for ways to improve the services it offers to patients. To do this effectively, the practice needs to know what you think about the services you receive. Tell us what we do best, where we don’t meet your expectations plus any ideas and suggestions you may have. Only by listening to you can the practice continue to build and improve upon the service it offer.
Practice Complaints Procedure
If you have a complaint about the service the practice has provided, please let us know. The practice operates a Complaints Procedure as part of the NHS system for dealing with complaints. Our complaints system meets national criteria.
Note: If you make a complaint it is practice policy to ensure you are not discriminated against, or subjected to any negative effect on your care, treatment or support.
This leaflet contains our Practice Complaints & Comments Form, which you can complete and return to the Practice. Please place this in a sealed envelope and mark for the attention of the Practice Manager, Melanie Billany.
Formal complaints can also be made in writing to the practice. Please address your letter for the attention of the Practice Manager, Melanie Billany
The Care Quality Commission (known as CQC) is the independent regulator of all health and social care services in England.
CQC carried out an announced comprehensive inspection at Gables Surgery on 27 October 2016.
The overall rating for the practice was good but specifically requiring improvement in the provision of effective services.
An announced focused inspection was subsequently carried out on 30 August 2017 to check that improvements had been made since our previous inspection on 27 October 2016.
Overall the practice is rated as GOOD and the provision of effective services is now also rated as GOOD.
Please click on the link above to view all CQC reports for Gables Surgery.
Information to be published on website by 31st March 2021
All GP Practices are required to declare mean earnings (i.e. average pay) for GPs working to deliver NHS services to patients at each practice.
The average pay for GPs working in the practice of Gables Surgery in the last financial year was £36,872.00
before tax and National Insurance.
This is for 5 Full time GPs, 1 Part Time GPs who worked in the practice for more than six months.
(Information published on: 3rd February 2023).
Practice Privacy Notice
The European Union General Data Protection Regulation (GDPR) forms part of the updated data protection regime in the United Kingdom, together with the new Data Protection Act 2018 (DPA18). The main provisions of this apply, like the GDPR, are effective in law in the United Kingdom from 25 May 2018.
The GDPR applies to all EU member states and organisations therein that process individuals personal and sensitive data. GABLES SURGERY, as the guardians of your personal data, must be able to demonstrate compliance with GDPR. This means that your personal data will continue to be handled securely and in line with the regulations. As well as increased protection, GDPR also gives individuals control over how their personal data is processed, including how it’s collected, stored and used.
GABLES SURGERY in compliance with GDPR has a legal duty to explain how we use any personal information we collect about you, as a registered patient, at the practice. Staff at this practice maintain records about your health and the treatment you receive in electronic and paper format.
What Information do we Collect About you?
We will collect information such as personal details, including name, address, next of kin, records of appointments, visits, telephone calls, your health records, treatment and medications, test results, X-rays, etc. and any other relevant information to enable us to deliver effective medical care.
How we Will use Your Information
Your data is collected for the purpose of providing direct patient care; however, we can disclose this information if it is required by law, if you give consent or if it is justified in the public interest. The practice may be requested to support research; however, we will always gain your consent before sharing your information with medical research databases such as the Clinical Practice Research Datalink and QResearch or others when the law allows.
In order to comply with its legal obligations, this practice may send data to NHS Digital when directed by the Secretary of State for Health under the Health and Social Care Act 2012. Additionally, this practice contributes to national clinical audits and will send the data that is required by NHS Digital when the law allows. This may include demographic data, such as date of birth, and information about your health which is recorded in coded form; for example, the clinical code for diabetes or high blood pressure.
Processing your information in this way and obtaining your consent ensures that we comply with Articles 6(1)(c), 6(1)(e) and 9(2)(h) of the GDPR.
Maintaining Confidentiality and Accessing Your Records
We are committed to maintaining confidentiality and protecting the information we hold about you. We adhere to the General Data Protection Regulation (GDPR), the NHS Codes of Confidentiality and Security, as well as guidance issued by the Information Commissioner’s Office (ICO). You have a right to access the information we hold about you, and if you would like to access this information, you will need to complete a Subject Access Request (SAR). Please ask at reception for a SAR form and you will be given further information.
Subject Access Request can also be made via email to: [email protected]
Furthermore, should you identify any inaccuracies in your records, you have a right to have the inaccurate data corrected.
Risk stratification is a mechanism used to identify and subsequently manage those patients deemed as being at high risk of requiring urgent or emergency care. Usually this includes patients with long-term conditions, e.g. cancer. Your information is collected by a number of sources, including GABLES SURGERY; this information is processed electronically and given a risk score which is relayed to your GP who can then decide on any necessary actions to ensure that you receive the most appropriate care.
Your information may be shared if you have received treatment to determine which Clinical Commissioning Group (CCG) is responsible for paying for your treatment. This information may include your name, address and treatment date. All of this information is held securely and confidentially; it will not be used for any other purpose or shared with any third parties.
You have a right to object to your information being shared.Should you wish to opt out of data collection, please contact a member of staff who will be able to explain how you can opt out and prevent the sharing of your information; this is done by registering a Type 1 opt-out, preventing your information from being shared outside this practice.
In accordance with the NHS Codes of Practice for Records Management, your healthcare records will be retained for 10 years after death, or if a patient emigrates, for 10 years after the date of emigration.
What to do if you Have any Questions
- Contact the practice’s data controller via email at: [email protected] GP practices are data controllers for the data they hold about their patients
- Write to the data controller at: Gables Surgery, Markyate Road, Dagenham, Essex, RM8 2LD.
- Ask to speak to the practice manager: Daniel Stark, who is the Information Governance Lead.
The role of Data Protection Officer (DPO) for GABLES SURGERY is assigned to the GP PARTNERS as the guardians of your personal data and privacy. They will ensure the continued compliance of the practice with GDPR & DPA18 legislation.
In the unlikely event that you are unhappy with any element of our data-processing methods, you have the right to lodge a complaint with the ICO. For further details, visit ico.org.uk and select ‘Raising a concern’.
This policy is to be reviewed 20-May-2019, or earlier if there are any further changes to legislation, regulations or advice from our commissioners.