What is Proxy Access?

Proxy access was developed to allow someone other than the patient to access and manage parts of their GP online services account. The person acting on behalf of the patient for example a parent or carer (the proxy) is given their own online access account (rather than using the patient’s login details).

To obtain proxy access a person must be registered for online access at the practice where the patient they are acting for is registered. Proxy access is the recommended alternative to sharing login details. Every practice is required to verify patient identity documentation, or individually vouch for each patient requesting access to online services.
Please contact the practice who will advise how to request Proxy Access.

• Patient Privacy Notice
• Privacy Notice for Patients aged between 13-16
• Easy Read Privacy Notice

Our CCTV cameras are located within the surgery waiting room and externally between surgery buildings and both patient and staff parking areas. We take the privacy and dignity of all our patients, staff and visitors very seriously, always taking care to position our cameras accordingly and do not have any hidden cameras in any of our public areas. All the images are recorded 24 hours a day.

Our cameras aim to:

• To protect staff, patients and visitors
• To protect NHS premises
• To increase personal safety and reduce the fear of crime
• To reduce incidents of violence and aggression to staff members
• To support the police in reducing and detecting crime
• To assist in identifying, apprehending and prosecuting offenders
• To provide a deterrent effect and reduce criminal activity
• To assist in traffic management and car parking schemes

If you have would like any information about our use of CCTV, or have any issues regarding CCTV please contact Montpelier Health.

Pilning Surgery and our staff will not discriminate against a disabled person by providing less favourable treatment such as:

• Refusing to provide any service which is available to other members of the public;
• Providing service of a lower standard or in a worse manner;
• Providing service on worse terms;
• Failing to make reasonable adjustments for disabled persons, with the effect that it is impossible or unreasonably difficult for the disabled person to make use of any such service.

We aim to treat every patient with respect and in a polite and friendly manner. We ask that you treat the staff, doctors and other patients here the same way. We take any threatening, abusive or violent behaviour against any of our staff or patients very seriously. If a patient persists in violent or abusive behaviour after being warned to stop, we may exercise our right to take action to have them removed from our list of patients.

Pilning Surgery, Montpelier Health –  Feedback and Complaints

If you are dissatisfied or especially pleased with your experience at Pilning Surgery, you can tell us by offering feedback or submitting a complaint. Both forms are attached at the bottom of this page, and you can send your completed form to the email address below or give it to a receptionist at the surgery.

If you submit a complaint, you will receive acknowledgement of receipt of the complaint within two working days. Pilning Surgery is part of Montpelier Health, and all complaints are investigated by the Complaints Team who are based at Montpelier Health Centre, Bristol. They will then investigate the complaint before responding to your concerns fully, usually within 10 working days.

If you are dissatisfied with our response, you can escalate the complaint to the Health and Parliamentary Ombudsman. Please see the section below on ‘unresolved complaints’ for further information.
Email: bnssg.mhccomplaints@nhs.net.

• Download Complaints Form
• Download Feedback Form

Making complaints or raising concerns about NHS services in Bristol

BNSSG Bristol Integrated Care Board (BNSSG ICB) has responsibility to commission the best possible health treatment and care for the local population.
You can help improve the quality of services by sharing your experience with the BNSSG Customer Services Team. They can advise and help you with a variety of enquiries including general queries, compliments, concerns, and complaints.
The service is confidential, and your feedback will not affect your treatment in any way.

Services the BNSSG ICB commissions for you

• Urgent and Emergency Care
• Planned (elective) hospital care, such as operations and treatments
• Community health services
• Rehabilitation for those recovering from operations and certain conditions
• Maternity and new-born services (excluding neonatal intensive care)
• Infertility services
• Children and young people’s health services
• Mental health services
• Continuing health care for people with on-going health needs, such as nursing care

If you do not feel you can talk about your problem with Pilning Surgery, please contact the BNSSG ICB Customer Services for advice and help on how to move forward with your concerns using the details below.

Tel: 0117 900 2655 or 0800 073 0907 (freephone)
Email: bnssg.customerservice@nhs.net
Post: Customer Services Team, NHS Bristol, North Somerset and South Gloucestershire ICB, 360 Bristol – Three Six Zero, Marlborough Street, Bristol, BS1 3NX

North Bristol NHS Trust

Frenchay, Cossham and Southmead Hospitals
Advice & Complaints Team (ACT)
Beaufort House, Beaufort Way, Southmead Hospital, Bristol, BS10 5NB
Tel: 0117 323 3741
Fax: 0117 323 6561
Email: complaints@nbt.nhs.uk

University Hospitals Bristol

Bristol Eye Hospital, Bristol Royal Infirmary, Bristol Dental Hospital, Bristol Royal Hospital for Children, St Michael’s Hospital, Bristol Haematology and Oncology Centre, Bristol Heart Institute, South Bristol Community Hospital, Bristol Homeopathic Hospital, Bristol Sexual Health Centre:
Tel: 0117 342 3604
Email: psct@uhbristol.nhs.uk
Post: Patient Support & Complaints Team, Trust Headquarters, University Hospitals Bristol, Marlborough Street, Bristol, BS1 3NU

NHS England has responsibility for primary care in Bristol; GP practices, dental practices, opticians and pharmacies. People with complaints or concerns about a GP practice, dental practice, optometry practice (optician) or pharmacy will need to contact either the individual practice or the NHS England Customer Contact Centre:

Tel: 0300 311 22 33
Email: england.contactus@nhs.net
Post: NHS England PO Box 16728 Redditch B97 9PT

Unresolved Complaints

In all complaints, the final stage for unresolved complaints is to ask the Parliamentary and Health Service Ombudsman to review the complaint.

The Freedom of Information Act 2000, recognises that members of the public have the right to know how public services are organised and run, how much they cost, and how decisions are made. This practice fully complies with this Act, and if you require a copy of the Act, please contact the Surgery Manager for further details.

Download a copy of our Freedom of Information Publication Scheme

We keep information about you, including your name and contact details, notes of consultations with you and the treatments you received, on both computer and paper records. This enables us to monitor the quality of care provided, share information as appropriate across the different organisations who may be involved in your care and treatment, and the plan and review health services.

Information about you which is stored on any media is subject to strict security controls.  All practice staff and everyone else working for the NHS have a legal duty to keep your medical and personal information safe and confidential. All practice staff receive training and updates about how to handle your information.  We will not disclose your information to third parties without your permission, except in exceptional circumstances, for example when the health or safety of you or others is at risk.

In some instances you may be receiving care jointly from NHS and other health and social care providers, information about you may be shared with them.  Any such organisations who may receive confidential information about you will also be under the same legal duty to keep your medical and personal information safe and confidential.

You may be invited to participate in research studies.  All research must be approved by a ‘Research Ethics Committee’ before it can commence. Details about you and your health will not be passed to researchers unless you choose to take part.

In certain circumstances we may be required by law to share information with the appropriate authorities. This may be to prevent you or others coming to harm, or in child protection cases, or in the control of infectious diseases. This information is only provided after formal authority has been given by a qualified health professional.

How you can arrange to see your own records

Under the Data Protection Act 1998, should you wish to access your medical records, please contact the surgery. Please note there is usually a fee for this service. You will be asked to put your request in writing (please speak to a member of our Reception Team who will be able to provide you with a relevant form). Should your doctor decide that seeing your records might put your health at significant risk, you may only be shown part of your records or your request may be declined.

Questions or concerns

Should you have any questions or concerns about how your information is handled, please contact us.

There are various data systems which use your information in various ways. Some, such as the national HSCIC (Health and Social Care Information Centre) use anonymised information about you, and some including the national Summary Care Record and the local Connecting Care schemes hold information specific and personal to you.

Please find out more about the national HSCIC and Summary Care Record schemes, and how to opt out of these by visiting the NHS Choices Website.

Connecting Care is a local scheme which meets the same quality and date protection standards as national schemes, and it uses your information for sharing your data with other authorised and regulated health service providers such as hospitals. For more information contact the surgery or visit the Connecting Care website (website details should be on the form). If your data is being uploaded to Connecting Care, you will have been written to and given the opportunity to opt out.