Palfrey Health Centre aims to give a friendly and professional service to all our patients. However, if you have any concerns about any aspect of our service, please let us know. You can speak to the practice manager or write to us.
We aim to address concerns promptly and in the majority of cases concerns can be resolved quite easily. However, if you feel we have not dealt with the issues you have raised as you would wish you can write to the complaints team at NHS England:
PO Box 16738
The Complaints Team also operates a Patient Advice and Liaison Service (PALS) which can often help resolve any problems. They can also help if you have queries about the care you receive.
To speak to a PALS representative, ring 0300 311 2233.
Covid 19 Multi-Lingual Guidance
Data Protection & GDPR
EMIS Data Processing Changes
Third party processors
In order to deliver the best possible service, the practice will share data (where required) with other NHS bodies such as other GP practices and hospitals. In addition, the practice will use carefully selected third party service providers. When we use a third party service provider to process data on our behalf then we will always have an appropriate agreement in place to ensure that they keep the data secure, that they do not use or share information other than in accordance with our instructions and that they are operating appropriately. Examples of functions that may be carried out by third parties includes:
· Companies that provide IT services & support, including our core clinical systems; systems which manage patient facing services (such as our website and service accessible through the same); data hosting service providers; systems which facilitate appointment bookings or electronic prescription services; document management services etc.
· Delivery services (for example if we were to arrange for delivery of any medicines to you).
· Payment providers (if for example you were paying for a prescription or a service such as travel vaccinations).
Further details regarding specific third-party processors can be supplied on request.
National data opt-out service
GMS / PMS Contractual Requirements
NHS Digital Notification Covid19
- Will ensure that all visitors are treated with dignity and respect and in line with the Practice dignity and respect policy.
- Will promote equality of opportunity between men and women
- Will not tolerate any discrimination against, or harassment of, any visitor for reason of sex, race, colour, religion, religious or philosophical belief, nationality, age, ethnic origin, marital status, civil partnership, disability, sexual orientation or gender re-assignment.
- Will provide the same treatment and services (including the ability to register with the practice) to any visitor irrespective of sex, race, colour, religion, religious or philosophical belief, nationality, age, ethnic origin, marital status, civil partnership, disability, sexual orientation or gender re-assignment.
Procedure for Patients to follow:
Discrimination by the Practice against you
If you feel discriminated against:
- You should bring the matter to the attention of Mr O Siddiq (Practice Manager).
- Mr O Siddiq will investigate the matter thoroughly and confidentially within 10 working days.
- Mr O Siddiq will establish the facts and decide whether discrimination has taken place and advise you of the outcome of the investigation within 10 working days.
If you are not satisfied with the outcome, you should raise a formal complaint through the Practice’s Complaints Procedure.
Discrimination against the Practice’s staff
The Practice will not tolerate any form of discrimination or harassment of its staff by any visitor.
Any visitor, who expresses any form of discrimination against, or harassment of, any member of the Practice staff, will be required to leave the Practice’s premises forthwith.
If the visitor is a patient, s/he may be removed from the Practice’s list if any such behaviour occurs on more than one occasion.
National Data Opt Out
Information about your health and care helps us to improve your individual care, speed up diagnosis, plan your local services and research new treatments. The NHS is committed to keeping patient information safe and clear about how it is used.
How your data is used
Information about your individual care such as treatment and diagnoses is collected about you whenever you use health and care services. It is also used to help us and other organisations for research and planning such as research into new treatments, deciding where to put GP clinics and planning for the number of doctors and nurses in your local hospital. It is only used in this way when there is a clear legal basis to use the information to help improve health and care for you, your family and future generations.
Wherever possible we try to use data that does not identify you, but sometimes it is necessary to use your confidential patient information.
What is confidential patient information?
Confidential patient information identifies you and says something about your health, care or treatment. Information that only identifies you, like your name and address, is not considered confidential patient information.
You have a choice
If you do not want your confidential patient information to be used for research and planning, you can choose to opt out securely online or through a telephone service. You can change your mind about your choice at any time.
Will choosing this opt-out affect your care and treatment?
No, choosing to opt out will not affect how information is used to support your care and treatment. You will still be invited for screening services, such as screenings for bowel cancer.
What do you need to do?
If you are happy for your confidential patient information to be used for research and planning, you do not need to do anything.
To find out more about the benefits of data sharing, how data is protected, or to make/change your opt-out choice visit www.nhs.uk/your-nhs-data-matters
We respect your right to privacy and keep all your health information confidential and secure.
It is important that the NHS keeps accurate and up-to-date records about your health and treatment so that those treating you can give you the best possible advice and care. This information is only available to those involved in your care and you should never be asked for personal medical information by anyone not involved in your care.
You have a right to know what information we hold about you. If you would like to see your records, please call or write to our practice manager.
Patient Health Advice
The practice is regularly approached by patients seeking information regarding the following common ailments and medications. Please select the medical condition in order to produce an advice leaflet.
Please refer to local pharmacy tab for more information.
Patient Participation Group
Palfrey Health Centre Patient Participation Group (PPG)
The Patient Participation Group is up and running with over 10 members in the group. The PPG will meet periodically to discuss ways on how the practice can make the patient experience better. We have also successfully elected a Chairperson and Secretary who will support the running of the group.
The practice and PPG will endeavour to recruit a membership that is representative of it patient population demographics.
We are committed to working in partnership with our patients to provide the best possible care. It’s really important to us that you get involved and give active feedback to develop our services that are responsive and relevant to patients needs.
The PPG will utilise the current suggestion box in the reception area. This can be used anonymously if you wish to make suggestions (we cannot have medical advice requests).
Terms of Reference
Friends & Family Information
Click the following links to produce leaflets for each of the following.
Pharmacy First Scheme
Publication of NET GP earnings
Palfrey Health Centre is a Research Active Practice.
We are always looking for ways to improve your care and where possible, get access to new and novel treatments.
We partner with NHS Research (NIHR) to help gather the information that helps save lives.
If you could be suitable for a study, we may get in touch to let you know.
If you rather we didn’t contact you, you can always tell one of the Team, and we’ll update your records.
Together we can improve the lives of people with diabetes, cancer, dementia.
Palfrey Health Centre is certified Research Ready by the Royal College of General Practitioners
Walsall Talking Therapies is available as a support service for anyone who is experiencing symptoms of anxiety or depression. More information is available here. Referrals can be made by service users themselves or professionals working with them.
Barnardos BLACK COUNTRY FIRST STEP Counselling Service – A confidential service for children and young people who have been sexually abused, more information is available here
Aspire Free Mental Health Support for 14-25 year olds struggling to cope in life after lockdown. They provide free video therapy sessions to support with loss of routine, increased anxiety or stress at home. More information is available here
Social Prescriber Service
Social Prescribing helps people access non-clinical services, advice, information, support and activities in the local community to improve their health and wellbeing.
We now have 2 social prescribers working within our team, and they are able to accept referrals for adults 18+ who would benefit from ‘health coaching’ and non clinical support. This may also include:
- Those who are socially isolated
- History of mild to moderate mental health conditions that interfere with daily function
- Those with long term conditions who are not responding well to medical interventions
- Those who have the capacity to self-manage with community-based support
- Those attending GP surgeries for non-medical reason
- Chronic pain patients
Summary Care Record
The Practice will be uploading your patient record details onto the national computerised system called Summary Care Record Commencing March 5th 2012.
Summary Care Records enable medical staff to have access to important medical information in emergency settings about your current medication, allergies and bad reactions to medicines.
If you would like further information, or want to opt-out, please speak to our Reception staff or visit:
We strongly support the NHS policy on zero tolerance.
Anyone attending the surgery who abuses the GPs, staff or other patients be it verbally, phyisically or ina threatening manner, will risk removal from the practice list. In extreme cases we may summon the police to remove offenders from the practice premises.