For More Information about the complaints process please see the information leaflet below:

https://practice365.co.uk/uploads/sites/1238/2025/09/Patient-Complaint-Leaflet-2025-1.pdf

Nurses and Healthcare professionals within the practice are able to access information.

Receptionists and clerical staff need access to some of your records in order to do administrative tasks, such as: booking appointments, printing prescriptions and communication with you and other parts of the NHS.

The sensitivity of patient information is well understood within the NHS. All staff and contractors are trained to respect their duty of confidentiality to you, and have this written in their contracts.

Any information requested by a third party will only be processed with a signed consent from the patient involved.

This practice is registered under the Data Protection Act and you may be sure that all records whether written or computerised are strictly confidential.

Doctors and health professionals have a duty of care and a duty of confidentiality to all patients, including under 16s.

‘The Practice will not share personal identifiable data and or other confidential data about patients to support the planning of NHS and social care services, without seeking explicit patient consent to do this.

However the Practice may share data about patients in a non-personal format (either anonymised or pseudonymised) in order to support the planning of NHS and social care services. This data will only be used for health or social planning purposes and not for any other purposes (such as commercial, insurance or marketing purposes). Sharing of such data will be managed in accordance to a formal sharing arrangement and under tight Information Governance controls’.

Practice Privacy Notice

Please view our Practice Privacy Notice by clicking here.

This practice is supporting vital health and care planning and research by sharing your data with NHS Digital. For more information about this see the GP Practice Privacy Notice for General Practice Data for Planning and Research.

Please view our Covid19 Privacy Notice by clicking here 

Calls to and from the surgery are recorded and processed in accordance with the General Data Protection Regulation 2016 and the Data Protection Act 2018, calls are recorded for monitoring, training and dispute resolution purposes.

The purpose of call recording is to provide an exact record of the call which will:

• Protect the interests of both parties;
• Help improve Practice performance and best practice;
• Help protect Practice staff from abusive or nuisance calls;
• Establish the facts in the event of a complaint either by a patient or a member of staff and so assist in resolving it;
• Establish the facts and assist in the resolution of any medico-legal claims made against the practice or it clinicians;
• A call recording may also be used as evidence in the event that an employee’s telephone conduct is deemed unacceptable. In this situation the recording will be made available to the employee’s manager, to be investigated as per the Practice Disciplinary Policy

For further information please contact the surgery.

You’re Welcome

The practice aims to be young people friendly. If you are under 16 we are happy to see you and you will be treated with the same confidentiality as any other patient. This means that we will only share information without a patient’s consent in exceptional circumstances if we have very serious concerns about their or someone else’s safety.

As part of the NHS Connecting for Health scheme we carry out the following electronically:

NHS e-referral

This is a national electronic referral system which gives patients a choice of place, date and time for their first Outpatient appointment at a hospital or clinic. Patients can choose their hospital or clinic and then book their own appointment to see a specialist by telephone or over the internet.

Electronic Prescription Service

We are now using EPS (Electronic Prescription Service). If you would like your prescription to go directly to the chemist that you normally use, you can sign a form at the chemists and they will arrange this. Whether information is on paper or electronic, everyone involved with your prescription has a legal duty to keep information about you confidential.

Summary Care Records

Summary Care Records will give healthcare staff access to key information, which means they can provide safer care and treatment to patients in an emergency, for example, when providing care in out-of-hours services. When you register with our practice you will be asked if you wish to have a Summary Care Record or if you wish to opt out. (Further information is available).

The National Data Opt-Out

The national data opt-out was introduced on 25th May 2018, providing a facility for individuals to opt-out from the use of their data for research or planning purposes. This is provided in line with the recommendations of the National Data Guardian in her review of Data Security, Consent and Opt-Outs.

The opt out form is available by clicking here  – please email the form back to nnicb-nn.c84116@nhs.net if you wish to opt out.

Your Data Matters Leaflet:

View the leaflet on Your Data Matter by clicking here

You can find out more and set your opt-out choice at www.nhs.uk/your-nhs-data-matters.

MIG (Medical Interoperability Gateway)

From time to time it is helpful for us to be able to share information about your health and care requirements with other health organisations that are responsible for providing you with healthcare. Across Nottinghamshire there is  a new system called MIG (Medical Interoperability Gateway) which will enable us to make relevant medical information available from your GP record with other healthcare professionals who are providing you with direct care.

The MIG allows for relevant information to be viewed by other healthcare professionals, however before your information is accessed you will be asked for your explicit consent. Examples of organisations that may access your GP health information include NEMS Out of Hours team, walk in centres and local A&E departments.

Sharing of information in this way is designed to ensure that the healthcare professionals looking after you have the most relevant information to enable them to provide you with the most appropriate care.  The type of information shared is restricted and includes a summary of current problems, current medication, allergies, recent tests, diagnosis, procedures, investigations, risks and warnings – all this information is currently held in your GP system record.

We have automatically set up the sharing facility to allow your information to be made available via the MIG. Whenever a clinician from another healthcare organisation wishes to view your GP information via the MIG they will always seek your permission before doing so; if you say “NO” they will not be able to see any information and no data will be made viewable via the MIG.

If you have any concerns about the sharing of your information or do not want your information being made available via the MIG please speak to your practice who can advise accordingly.

Please see below for further information:

Sharing Leaflet
Sharing Summary

CPRD

This practice is proud to contribute data to the Clinical Practice Research Datalink (CPRD).

Please click on the link below:

CPRD Leaflet

The General Data Protection Regulation (GDPR) became law on 24th May 2016. This is a single EU wide regulation on the protection of confidential and sensitive information. It enters into force in the UK on the 25th May 2018, repealing the Data Protection Act (1998).

This Notice describes how we collect, use and process your personal data, and how, in doing so, we comply with our legal obligations to you. Your privacy is important to us, and we are committed to protecting and safeguarding your data privacy rights.

• Please follow the three links below for more information:
  Patient Information Leaflet
  How We Use Your Personal Information
  GDPR Explanation Leaflet

Publication of GP Earnings
Click here to see the GP Earnings

All patients have now been allocated a named GP.  You can still see the doctor of your choice. Please ask at reception who your named GP is.

Dear Patient,

GPs and their practice teams provide the vast majority of NHS care outside of

hospitals, supporting you and your family throughout your lives. In a perfect world, we

want to be able to offer every patient:

Safety – prompt access to a GP or practice nurse you trust, with well-staffed

surgeries and enough resource so that no patient feels left behind.

Stability – a family doctor who knows you, your medical history, and your community

– without the stress and difficulty of finding it difficult to get an appointment.

Hope for the future – care that focuses on keeping you well, not just treating illness.

We want more time for meaningful consultations, joined-up support closer to your

home, from modern GP surgery premises with safe and effective technology to make

this possible.

The government talks of “bringing back the family doctor” but what politicians

promise is often not planned properly or funded fairly to be able to be delivered

in reality.

We aim to respond to all appointment and advice requests promptly, prioritising

those most in need. Sometimes we may need to offer you an appointment on

another day or direct you to another suitable service.

For safety reasons, urgent medical requests cannot be accepted via our online

system. For something urgent, pick up the phone or walk in to our reception.

The need to prioritise urgent cases to keep patients safe can result in longer waiting

times for routine/non-urgent appointments.

The new requirement to allow patients unlimited online access for non- urgent

medical requests, throughout core hours, makes it more likely that we will have no

choice but to create hospital-style waiting lists to meet patient need.

We want to guide you through the NHS, co-ordinate your care, and support you to

stay healthy. We want every patient to feel safe and confident in their GP practice –

now and in the future.

GPs are on your side.

The Challenges Your Practice Faces

Rising demand, fewer GPs – GPs care for 17% more patients than in 2015, but with

fewer GPs. Funding has not kept pace, so many patients find it hard to see their GP

quickly, leading to the stressful scramble to secure an appointment.

Practice closures – Around 2,000 practices have been lost since 2010, that’s one

in four surgeries, leaving fewer local practices and longer waits or travel for patients.

Funding pressures – Practices receive just 31p per patient per day to provide

unlimited consultations with our doctors and nurses, making it hard to employ

enough staff and sustain services.

Workforce challenges – More GPs are leaving the NHS than joining. While our staff

work tirelessly, system pressures and patient frustration can affect everyone’s morale and wellbeing. We have unemployed GPs now – and practices lack funds to hire them.

Unsafe workloads – Many GPs see far more than the accepted safe limit of patients per day, often working over 60 hours a week. Recent government changes risk making this worse.

Ageing buildings – One in five GP surgeries is now over 75 years old – older than the NHS itself which started in 1948. There is very little investment to provide modern facilities fit for today’s needs.

Access versus continuity – Government policy means speed of an appointment comes before choice. This lack of continuity of care, means patients often don’t get to see a familiar face who knows them well.

Demand management – We always aim to respond to all appointment and advice

requests promptly, prioritising those most in need. Sometimes we may need to offer you an appointment on another day or direct you to another suitable service.

For safety reasons, urgent medical requests cannot always be accepted via our online system. For something urgent, pick up the telephone or walk in to our surgery.

The need to prioritise urgent cases to keep patients safe can result in longer waiting times for routine/non-urgent appointments.

The new requirement to allow patients unlimited online access for non-urgent requests, throughout core hours, makes it more likely that we will have no choice but to create hospital style waiting lists to meet demand.

We may unfortunately sometimes face challenges beyond

our control:

– difficulties with accessing services at the local hospitals and long waiting lists

– workforce challenges – not enough GPs to look after you

– the need to provide our teams with compulsory NHS training and education

– unforeseen events

– NHS IT challenges with old and slow equipment

– lack of investment in practice buildings and development

– public health emergencies

– Our core contract hours are Monday – Friday, 8am– 630pm.

– Our consulting times are between these hours.

– Please note at certain times, e.g. lunch or the ends of the day, a clinician

may not be present in the building (e.g. out on home visits).

– In any emergency, please dial 999 for an ambulance or attend the nearest Accident & Emergency department.

We believe patients deserve more

– At present, GPs and their teams are under huge pressure – caring for more people

with fewer resources.

– Without proper investment, the safety, stability and continuity of care that patients

value most are at risk.

– As your GP practice, we will always do what we can to deliver the best service

possible for you and your family. With the right resources and support, we

could expand our services, employ more staff, and deliver the safe, timely, and

personalised care you deserve.

– Please remember that our current GP contract funds patient care on average at

31p per day per patient, which is not enough to meet rising demand and to provide

the care you and your family deserve.

So please bear with us – and thank you for your support

As we try our best for you and your family. See NHS England’s You and Your General Practice document here: NHS England » You and your general practice – English

• Please click here to download our practice leaflet

View our full privacy notice

Melbourne Park Medical Centre shared your demographic data (including name, age, gender, date of birth, NHS number and address) with Patients Know Best (PKB) so PKB could create a dormant patient account for each person registered at this practice. The data in these accounts will not be accessed or processed unless you choose to activate your PKB account. Activating the account will create a patient held record which you can choose to share with health and care teams. This data sharing was done through article 6 (1)(e) and 9(2)(h) of UK GDPR 2018.

PKB are registered with the Information Commissioner’s Office (ICO), which regulates data protection in the UK, and their registration number is Z2704931. PKB cannot see your demographic data or any health information in your PKB account, including your patient held record.  Your information is kept encrypted on secure servers and can only be seen by yourself, health care teams chosen by you or those with a lawful basis.

PKB will retain your data for 8 years after either the date your dormant account was created or the date you last accessed your activated account; whichever date is more recent.

You can email sfh-tr.nottsnhsapp@nhs.net if you wish your PKB information to be deleted before that point, this does not mean that your GP record held by Melbourne Park medical Centre will be deleted.

This practice supports the Government NHS zero tolerance zone campaign. Violence and abuse is a growing concern. The GP’s and staff have the right to care for others without fear of being attacked or abused. Violent patients will be reported to the police and removed from our list. We ask that you treat your GP and practice staff properly – without violence or abuse.

Please click HERE to see our full policy.