We always try to provide the best service, but there may be times when you feel this has not happened or things could have been handled better. We hope you will allow us to look into and, if necessary, correct any problems that you have identified.

If you wish to make a complaint, please complete a complaint form which you can obtain from reception within 12 months of the incident and address it to the Practice Manager. We will acknowledge your letter within 3 working days and endeavour to respond within 28 days. During the Coronavirus pandemic this process is likely to take longer and we ask for your understanding of this.

A leaflet explaining our in house complaints procedure is available at reception.

ICO Certificate

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 Shirland Road Medical Centre in the last financial year was £54,307 after tax and National Insurance.

This is for 2 full time GPs who worked in the practice for more than six months.

Disclaimer: NHS England requires that the net earnings of doctors engaged in the practice is publicised, and the required disclosure is shown above. However it should be noted that the prescribed method for calculating earnings is potentially misleading because it takes no account of how much time doctors spend working in the practice, and should not be used to form any judgement about GP earnings, or to make any comparison with any other practice.

The Integrated Care Board in North West London (NW London) is called NHS NW London.  It is the statutory NHS organisation responsible for developing a plan for meeting the health needs of the population, managing the NHS budget and arranging for the provision of health services in NW London.

Find out how the ICB improves health services, manages performance, quality and safety on NHS North West London website.

10% of all appointments are missed. This affects your ability to get an appointment when you need it.

Please let us know if you are unable to make your appointment.

If you have received a text regarding a missed appointment, please view our letters if you have:

FIRST MISSED APPOINTMENT LETTER

According to our records, you have booked and then did not attend for an appointment

We understand that on occasions there may be genuine reasons why you are unable to attend an appointment. Please contact us to let us know if there were reasonable grounds for your non-attendance on this occasion.

As a practice, we have approximately 200 unattended appointments per month. We deal with non-attendance and lateness proactively so that our services are not strained. We normally send two notifications for missed or late appointments before further action is considered.

Wasted appointments may mean another patient who wants to see their GP or Practice Nurse is unable to due to limited availability. We respectfully request that if something arises, meaning you may miss or may be late for an appointment in the future, that you kindly let us know at least an hour in advance. Your appointment can then be given to someone else and a new one can be offered to you if needed.

If you have any queries regarding this matter, please do not hesitate to contact the surgery. Again, if you feel this communication has been issued to you in error and there was a specific reason why you were unable to attend, then please inform us. Thank you for your co-operation.

SECOND MISSED APPOINTMENT

You may recall we contacted you previously informing you of an appointment ou had missed. According to our records, it appears you have missed another appointment.

We understand that on occasions there may be genuine reasons why you are unable to attend an appointment. Please contact us to let us know if there were reasonable grounds for your non-attendance on this occasion. This is the second time we have had to contact you within the last 12 months regarding missed appointments. We feel there may be a breakdown in patient-practice relationship if a further appointment is missed. Please take this as your second notification, if you fail to attend for a further appointment we will be considering removing you from our practice list and you will need to find another practice to register with.

Removing a patient from our registered list is always a last resort, but we have to take the matter of wasted appointments seriously, as it is a strain on our resources and affects the level of service we are able to give to other patients.

May we take this opportunity to respectfully request again that if something arises, meaning you may miss or be late for an appointment in the future, please kindly let us know at least an hour in advance, so your appointment can be given to someone else and a new one can be offered to you if needed.

If you have any queries regarding this matter, please do not hesitate to contact the surgery. Again, if you feel this communication has been issued to you in error and there was a specific reason why you were unable to attend or were late, then please inform us. Thank you for your cooperation.

Shirland Medical is a well established GP surgery committed to providing high quality general medical care and enhanced services to our practice population with a holistic approach.

Continue reading the Shirland Medical Mission and Vision Statement.

All referrals to secondary care are done via the NHS eReferral Service. You will be referred by your GPs and provided with a password and website address to book your hospital appointment, alternatively the practice secretary can help you with this.

Accessing your GP-held records via SystmOnline, NHS app or Airmid

As your GP practice, we have been asked by NHS England to provide you with prospective online access to your full medical record from November 2023 via the NHS app (and NHS website) if you have a suitable NHS login.

Your GP medical record contains consultation notes based on conversations between you, your GP and their team: medicines prescribed to you; all test results including hospital investigations; allergies; vaccines; and your medical conditions along with documents that may have been sent from local hospitals, clinics or other agencies, e.g. the police. There is likely to be sensitive and personal information within your medical record.

We are supportive of providing you with access to your record, but we wish to do this safely and make you aware that this is now available.

Shirland Medical has adopted an opt in process.  If you would like online access, please complete the opt in Prospective Access request form below.

It should be noted that following NHS guidance some patients who fall into certain groups where there is potential for risk or harm access will be withheld.

You can also opt out if you wish by completing the opt out form below. If you are in a difficult or pressured relationship for example, you may prefer your records to remain accessible only to those treating you, with them not appearing on your smartphone or online. Government has been clear that if a patient does not wish to have access, then we do not have to provide it. This is one reason why we have asked if you wish to opt out, or have it switched off for the time being.

Please note you can still book appointments, order repeat medications and access test results online without having prospective online access.

It’s important to remember that these documents may, at times, contain information that could be upsetting, especially if they contain news of a serious condition. It can also be a cause for worry seeing results online when it isn’t clear what the results might mean, and no one is available to ask, as can be the case during the evening or at weekends, for example.

Sometimes people with a mental health condition might prefer not to see documents that remind them of difficult times in their life. Letters from mental health teams sometimes go into detail about past events, and great care would be needed in deciding whether you would want to see these letters. It is possible for individual items to be hidden at your request and your GP would be happy to talk about any concerns you may have.

Please note that only data entries which are added to GP records after the switch on 31.10.2023 will be viewable. Data recorded before that date (i.e. previous medical history) will not be made available at this time.

Opt In to Prospective Access Request Form

Opt Out of Prospective Access Form

The doctors and staff are committed to providing a high quality medical service to our patients, and to treat all patients and visitors with respect and courtesy. We will endeavour to provide you with or direct you to such diagnostic, therapeutic and preventative services as will ensure the best outcome for your problems within the constraints of what is possible, reasonable and practicable.

We ask that patients and their families treat us with respect and courtesy. The health centre has a policy of removing any patient from our list who is verbally or physically abusive towards staff or other patients.

Please download the Practice Fair Processing and Privacy Notice.

Our federation is made up of over 40 practices based in West London. These are divided into five Primary Care Networks (PCNs). Our Practice falls under Inclusive PCN.

For further information please see NHS England Primary Care Networks.

• Inclusive Health PCN

Policy for Shared Care with NHS and Private Provider

1. Introduction
This policy outlines the approach of Shirland Medical regarding shared care arrangements involving both NHS and/or private providers. The aim is to ensure clarity, safety, and the highest standard of care for our patients while maintaining the integrity of NHS services.

2. Scope
This policy applies to all clinical and administrative staff at Shirland Medical involved in the management of patients who receive care from both NHS and private providers.

3. Principles
Shared care arrangements should be voluntary and based on mutual agreement between the GP, the NHS provider, or the private provider.
The primary responsibility for the patient’s care and ongoing prescribing remains with the initiating provider unless a formal shared care agreement is in place.
Shared care with private providers is generally not recommended due to governance, quality assurance, and health inequality concerns.

4. Shared Care Agreements
Any shared care arrangement must be formalised in a written agreement, clearly outlining the responsibilities of each party.
The agreement should include details on prescribing, monitoring, and follow-up care.
Both parties must willingly agree to the terms of the shared care arrangement.

5. Prescribing and Medication
GPs at Shirland Medical will not automatically take over prescribing responsibilities for medications initiated by private providers.
If a patient requests their GP to prescribe medication recommended by a private provider, the GP should assess the clinical appropriateness and safety of the medication.
NHS GP surgeries may decline shared care requests due to capacity issues, safety concerns, and lack of support when expert help is needed.
NHS GP surgeries are bound to follow national and local medication formularies which are set by the Integrated Care Board.

6. Communication
Effective communication between the GP, the NHS provider, and/or the private provider is essential for the success of shared care arrangements.
Providers must communicate directly with the GP regarding any recommendations or changes in the patient’s treatment plan.
Patients should be advised to discuss shared care arrangements with their GP before assuming that the GP will take over prescribing responsibilities.

7. Capacity and Safety Concerns
Shared care arrangements should not compromise the GP’s ability to provide core NHS services to other patients.
GPs should not feel pressured to accept shared care arrangements that fall outside their competencies or capacity.
Concerns about patient safety or inadequate commissioning of care should be raised with NHS England.

8. Documentation and Record-Keeping. All shared care agreements and related communications should be documented in the patient’s medical record.
A copy of the shared care agreement should be provided to the patient and the involved providers.

9. Review and Monitoring
This policy will be reviewed as required to ensure it remains up-to-date with current guidelines and best practices.

10. Conclusion
Shirland Medical is committed to providing safe, effective, and equitable care to all patients.

Shared care arrangements involving both NHS and/or private providers will be carefully considered and managed to uphold these principles.

Additional Information and Requirements for ADHD medication

1. We do not offer shared care for those under the age of 18.

2. The specialist service must be led and assessed by a UK licenced, GMC registered Consultant Physician, or Psychiatrist in their field of expertise.

3. We must be satisfied with the quality of the assessment and diagnostic process.

4. Patient must be started and stabilised on a recognised North West London Integrated
Care Board formulary medication, free from adverse effects and on the same medication at the same dose for a minimum of at least 6 months depending on the treatment.

5. Full shared care information and monitoring required to be sent to us.

6. You must proactively arrange, attend and complete all required monitoring with us.

7. You must ensure that you arrange and attend all required reviews (minimum annually) with the specialist.

8. Any change in dose or medication must be determined by the original specialist e.g.
change of dose, lack of stock (we are not responsible for stock shortages in pharmacies).

9. Timely and effective communication from the initiating specialist when it is needed for any queries or concerns we may have.

10. The practice has capacity to accommodate the shared care prescribing request.

11. If transfer to NHS care is required or requested for eligible patients, the private specialist will arrange this themselves.

A Guide to Requesting Your GP Medical Records

Understanding Subject Access Requests (SARs)

A Subject Access Request (SAR) is your legal right to request a copy of your personal data held by a data controller, such as your GP practice. This includes your medical records.

How to Make a Request

1. Write a Letter:
   • Address your letter to the Practice Manager or Data Protection Officer at your GP surgery.
   • Clearly state that you are making a Subject Access Request.
   • Specify the information you want to receive (e.g., all medical records from [start date] to [end date]).
   • Include your full name, address, date of birth, and any other relevant contact information.
2. Provide Proof of Identity:
   • You may be asked to provide proof of your identity, such as a copy of your passport or driving license.

Timeframe for Response

Your GP practice has one month from the date they receive your request to provide you with a copy of your medical records. If they need more time, they must inform you within one month and provide a reason for the delay.

Subsequent Requests and Charges

Please note that after your initial SAR, any subsequent requests for the same information may incur a fee. This is in line with the Data Protection Act 2018 (DPA), specifically Section 10(4). The DPA allows data controllers, such as your GP practice, to charge a “reasonable fee” for complying with a SAR if the request is manifestly unfounded or excessive. If you have multiple requests for the same information previously provided to you or another organisation if you previously chose to provide this to another party instead e.g a solicitor or insurance firm, then this will be charged.

New information not previously provided is available without charge.

For clarity, you are entitled to 1 copy of your medical record without charge. Any additional provision of the same information will be charged.

Exemptions

There are certain circumstances where your GP practice may be exempt from providing you with all or part of your medical records. These include:

• Public Interest: If disclosing the information could harm the public interest, such as in cases of criminal investigations or public health concerns.
• Third-Party Rights: If disclosing the information could harm the rights or freedoms of others.
• Law Enforcement: If the information is required for law enforcement purposes.

 Further Information

If you have any questions or require further assistance, please contact your GP practice or the Information Commissioner’s Office (ICO).

 Remember: Your medical records are confidential, and it is important to handle them with care.