We try to provide a high standard of care and service to all our patients and are continually striving to improve our service. Any helpful suggestions are much appreciated and a suggestion box is located in the waiting area. However there may be times when you are not happy about something.
We hope you will feel free to discuss your concerns with the member of staff directly involved, or with the Practice Manager or one of the Doctors. This is better done sooner rather than later and we hope that you will be satisfied after talking to us
Information on our complaints procedure is available from reception.
Complaints should be addressed to: Mrs Ann Pillai, Practice Manager,
Alternatively, you may ask for an appointment with Mrs Pillai to discuss your concerns. She will explain the complaints procedure to you and ensure that your concerns are dealt with promptly.
If a complaint is regarding a child under 16 years old , unless there are specific reasons, you will need to be the Legal Guardian (proof will be required) or the Parent to make a complaint.
Informal complaints, also known as verbal complaints, will be dealt with by the Practice Manager. There may be circumstances in which the Manager is unable to deal with your complaint immediately and they will make an appointment to see you within 48 hours.
Patients who have a comment or complaint about a GP or the Practice, which cannot be resolved locally with the practice manager, can contact NHS England using the details below.
PO Box 16738
Redditch B97 9PT
Tel: 0300 311 22 33
email: [email protected]
Plains View Surgery 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 GPDR 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 [email protected] if you wish your PKB information to be deleted before that point, this does not mean that your GP record held by Plains View will be deleted.
Plains View Surgery Team.
Sharing your Medical Records
Medical record sharing allows your complete GP records to be made available to authorised healthcare professionals involved in your care. You will always be asked your permission before anyone looks at your shared medical record.
The Care. Data program collects information about you and the care you receive. It links information from all the different places where you receive care, such as your GP, Hospital and community service, to help them provide a full picture of your medical needs and the care you are receiving. This Data is made available to NHS commissioners so that they can design integrated services and is shared with third parties for research purposes
Summary Care Records
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?
Over half of the population of England now have a Summary Care Record. You can find out whether Summary Care Records have come to your area by looking at our interactive map or by asking your GP
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.