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Registration Pack: Welcome Letter Dear New Patient, Please find enclosed everything you should need for registering at our practice      Registration Form – You MUST have your NHS number to enable us to register you My Health Online Registration – This will allow you to order repeat medications online New Patient Health Questionnaire – Please bring this with your completed registration form A list of acceptable Identification & Address Verification – We need these as confirmation of your details Practice Leaflet – An introduction to our practice This should tell you everything you need to know about our practice When returning the completed forms to reception, please arrange a New Patient appointment with the Health Care Assistant If you are on repeat medication you MUST provide a patient summary for us to add your medication Please note: We ask all new patients to supply a patient summary from your previous surgery detailing medication, allergies & past medical history We kindly ask that you are supplied with months supply of your medication from your previous surgery before registering Many Thanks Acceptable Identification Documents for Registration at the Practice Please provide two forms of ID one with your name and one showing your permanent address Please provide a copy of your repeat medication Name Identification Address Identification  Current signed full passport  Recent utility bill  Current UK driving licence  Local Authority tax bill for current year  Blue disabled drivers pass   Current benefits or State Pension notification letter confirming rights to benefits for the current period Credit/Store card statement (but if produced/ printed from internet requires letter from account manager to validate address)  Mortgage Statement  Local Council rent card  Tenancy agreement  Current HMRC tax notification eg PAYE coding, statement of account (P45’s & P60’s are not official HMRC documents)  Shotgun or Firearms Certificate   Travel documents issued to foreign nationals granted permission to remain in the UK Solicitors letter confirming recent purchase of your property  A letter from your bank manager confirming your residential address to be validate and correct to support any internet produced /printed bank statements that may be produced  Current EU/EEA driving licence  Residence permit issued by the Home Office to EU nationals  EU/EEA member state identity card Under 16’s Children under the age of 16 whose Parent/ Guardian is registered with the practice/ registering at the same time will need to provide either:  Original Birth Certificate or a certified copy  Passport If you are unable to provide any of the above documents please speak to a member of the reception team who will be able to discuss alternative documents 5 New Patient Registration To ensure the process of registering with us goes as smoothly as possible, could we please ask that you get at least month’s supply of your repeat medication & a patient leavers report from your current surgery A patient leavers report MUST be provided as part of the registration process This can either be handed in with your registration form or emailed to Natasha.Dimonaco@wales.nhs.uk It is your right under the access to records to request this information, but if your current surgery requires written confirmation from us before they can release this information, please ask them to email Natasha.Dimonaco@wales.nhs.uk Please complete the below to inform us how you have provided the patient leavers report & return this with your registration forms Many thanks Name:…………………………………………………………………………………………………………………………………………………………… Handed in with registration forms Emailed by current surgery Current surgery Email address:……………………………………………………………………………………………………………………… Staff use only Received by:…………………………………………………………………………………………………………………………… Date:……………………………………………………………………………………………………………………………………… Tywyn Health Centre Request for a My Health Online Account My Health Online is a new online service for repeat prescription ordering, brought to you from NHS Wales My Health Online offers patients the convenience of ordering repeat prescriptions using the internet If you wish to register to use My Health Online please fill in the boxes below You may send the completed form back to us by email, post, or drop into the Health Centre To protect patient confidentiality when you next visit us please provide identification, preferably photo ID (e.g driving licence or passport) You will only have to this once Please Note: Each patient will need a different email address You cannot use the same email address as your partner or another member of your family Request for a My Health Online Account Please set up a My Health Online Account and issue me with a letter containing my account details Full Name Date of Birth Address Phone Number Email : Signature Date: The following sections to be completed by practice staff Practice Checklist The following checks should be completed before a patient can receive access to My Health Online Patient’s identity verified by document Details of documents checked and added to the GP system ………………………………………………………………………………………………………… Patient’s name and date of birth checked on this form and updated on the clinical system (if necessary) Registration process and next steps to registration explained Patient Guide and Frequently Asked Questions provided to patient Advise patients to register their online account over the next 24 – 48 hours NEW PATIENT HEALTH QUESTIONNAIRE To the patient Please complete this questionnaire as fully as possible This information will help the nurse to make an initial assessment of your health which will help in your future treatment Have you been registered with the practice before? NAME: DATE OF BIRTH ADDRESS: HOME TELEPHONE NO: MOBILE PHONE: OCCUPATION: PREFERED LANGUAGE : ARMY VETERAN : Tetanus jab in the last 10 years ? Yes / No Have you had any major operation? Are you on repeat medication? Yes / No MEDICATION – If you are on any repeat medication please ensure you provide us with a patient summary ALLERGIES Please list any allergies: SMOKING Do you smoke? Yes / No If yes, how many per day? If you smoke, how old were you when you started? EX SMOKERS If you used to smoke, how old were you when you stopped? If you used to smoke, how many did you smoke per day? PASSIVE SMOKING Are you exposed to smoke at work? Yes / No At home? Yes / No ALCOHOL How many units of alcohol you drink each week? (1 unit = half a pint of beer, glass of wine, or a pub measure of spirits) DIET Do you have a special diet? Yes / No If so, please detail EXERCISE How many minutes you exercise for at a time? How many times per week? FAMILY HISTORY Do you have or is there any of the following in your family (father, mother, brother, sister) before the age of 65? Heart disease (heart attacks, angina) Yes / No Which family member Stroke? Yes / No Which family member Cancer? Yes / No Which family member Site of cancer Asthma? Yes / No Which family member Diabetes? Yes / No Which family member High BP? Yes / No Which family member Glaucoma? Yes / No Which family member Other? Yes / No Which family member CARERS Are you a carer? (Are you responsible for the care of another person?) Yes / No If yes please give details 9 PATIENTS WITH DISABILITIES Do you have any disabilities? If you need help when accessing the building please let us know before your arrival and we will assist in anyway we can ALL PATIENTS Is there any situation/condition/issue that you would like to inform the practice about? LADIES ONLY Do you use contraception? Yes / No If so which one What was the date of your last smear? Nurse only BP Height Weight Date: PATIENT ETHNIC ORIGIN QUESTIONNIARE This questionnaire follows the recommendations of the Commission for Racial Equality and complies with the Race Relations Act 10 Please indicate your ethnic origin This is not compulsory, but may help with your healthcare, as some health problems are more common in specific communities, and knowing your origins may help with the early identification of some of these conditions Choose ONE section from A to E, and then tick one box to indicate your background Name: Date of birth: A White British Irish Any other white background please write below: B Mixed White and black Caribbean White and Black African White and Asian Any other Mixed background please write below: C Asian or Asian British Indian Pakistani Bangladeshi Any other Asian background please write below: D Black or Black British Caribbean African Any other white background please write below: E Chinese or other ethnic group Chinese Any other please write below: Patient Rights and Responsibilities Undertaking 11 Patient’s Name NHS Number Practice Tywyn Health Centre Your Rights Your Responsibilities The Practice and its employees owe to me as a patient a duty of care and will aim at all times to provide services to meet my needs for primary healthcare and treatment I will not behave in any way which may be considered to be violent, threatening or abusive The Practice and its employees aim to provide health services that are sympathetic and responsive to my individual needs within the resources that are available The Practice and its employees want to deliver appropriate and effective health care and treatment to me The Practice expects all its employees to treat me with courtesy and respect The practice will only restrict or withdraw my rights to care in exceptional circumstances when I have failed to comply with any of my responsibilities in a manner, which is deemed unacceptable Please note that patients are seen by appointment only; further information is contained in the practice leaflet (A violent incident is any act of violence against any member of the practice or attached staff or other patients by abuse, threats, violence or assault which causes them to fear for their safety) I will treat NHS staff, fellow patients, carers and visitors politely and with respect at all times I will not consume alcohol, smoke or take any form of nonprescribed medication or drugs whilst on the surgery premises I accept and understand that the practice is obliged to provide a safe and secure environment for its staff and to care for their health and safety I understand that if I display any aggressive, threatening or violent behaviour towards any member of staff employed at this surgery or put any of the staff or members of public in fear of their own safety, I will be removed from the practice list with the matter referred to the police I understand that I need to engage with services I am referred to by the Practice and, if I am unable to engage, I will contact the Practice in advance to let them know G P Signature …………………………………………………………… Patient’s Signature ……………………………………………………………… Print Name: ………………………………………… Print Name: ………………………………………… Date: …………………………………………………… Date : ………………………………………………… 12 Dr M Flannery & Dr T Windsor-Lewis Website: www.tywynhealthcentre.org Telephone: 03000 843200 Health Centre Opening Times Monday – Friday 08:00 to 18:30 Please be aware from 12:30 – 13:45pm a telephone message is left giving details of how to get hold of a Doctor or Receptionist, urgent enquiries Clinic Times Monday Tuesday Wednesday Thursday – – – – 08:30 to 11.10 and 15.00 to 17.10 08:30 to 11.10 and 15.00 to 17.10 08:30 to 11.10 and 15.00 to 17.10 08.30 to 11.10 and 15.00 to 17.10 Friday – 08:30 to 11.10 and 15.00 to 17.10 There is on only one doctor on call on a Wednesday afternoon These appointments are strictly for emergencies only Disabled Access Tywyn Health Centre is accessible to all patients You are able to get to us by either using the lift which is located on ground floor car park entrance, or by using the entrance at Tywyn Cottage Hospital The Doctors Dr M Flannery BA (Hons) 1983; BMBCh (Oxford 1986) MRCGP, DFSRH trained at the University of Oxford Dr Flannery is a GP trainer and his special interests include respiratory medicine and palliative care Dr Flannery performs minor cryotherapy and joint injections 13 Dr Tom Windsor-Lewis MBChB BSc (hons) PGCMedEd Dr (Tom) Windsor-Lewis studied medicine at Warwick Medical School and spent his early junior doctor years working mainly in the acute sector at University Hospital Coventry & Warwickshire and South Warwick General Hospital He trained as a general practitioner in Aberystwyth, joining the practice as a partner in February 2018 He was awarded a postgraduate certificate in medical education in 2014 and has examined medical students at finals and intermediate levels since 2013 His interests lay in pre-hospital care (BASICS), motorsport medicine, remote & rural general practice and undergraduate education He acts as the practice cluster lead and joint undergraduate lead tutor alongside Dr Taylor Dr Louise Hyde, MB ChB (Aberdeen 2003), DRCOG, MRCGP, DFSRH Dr Hyde is experienced in rural general practice, and believes in empowering patients to lead the healthiest lives they can She also volunteers on the GP committee for the campaign group, Doctors’ Association UK The Nurses Sr Gwawr Flannery, Senior Nurse Practitioner – RGN/RM DIP, BSc (Hons), SPA Sister Gwawr specialises in Triage, Minor Illness, Respiratory diseases Sister Gwawr can assist with many conditions in her minor illness clinic and is qualified to issue prescriptions When consulting with Gwawr she is able to liaise with the Doctor if she feels it is necessary Sr Carole Carroll, Practice Nurse, RGN, Dip BSc Hons Sister Carole specialises in treating general treatment room aliments including wound care, smoking cessation, and contraceptive review She now offers advice on the management of diabetes Nurse Bethan James, RGN Bethan specialises in Triage and Minor Illness, and helps assist the GPs with home visits When consulting with Bethan she is able to liaise with the Doctor if she feels it is necessary She is currently studying to become a prescriber Brenda Jones, Health Care Assistant Brenda has a special interest in BP monitoring, ECG and general medication review to update your prescription Susan Wright, Phlebotomist - Susan takes blood samples and blood pressures 14 Management Beverley Williams - Practice Manager, BA (Hons), Chartered MCIPD Administration Annie French-Shaw - Operational Manager Mandy Owen - Administrator Lisa Gardner - Research & Development Officer, BSc (Hons) Lauren Paterson - Practice Administrator & Trainer, Cert RBCB Natasha Dimonaco - Records Clerk, Cert Nat Sci Open Katie Munro - Medical Secretary Dispensary Team Rebekah Hickman - Dispensary Supervisor, BSc (Hons) Gaynor Weir - Dispensing Assistant Renee Barr - Dispensing Assistant David Williams - Dispensary delivery driver Reception Sarah Roberts - Reception Manager Delyth Jones - Receptionist Jo Lloyd - Receptionist Beverley Stevenson - Receptionist Jayne Sheil - Entry Control Receptionist Other Health Centre Users & Primary Health Care Team Gaynor Jarvis - Clinical Specialist Physiotherapist MCSP SRP MSc Gaynor manages most musculo-skeletal problems with advice, exercises, investigations, steroid injections, medication and onwards specialist referral Counsellor Geoffrey M Hooper - MBE, MA, MBACP (Accred.) UKRCP Reg Ind Counsellor / Psychotherapist Hope Marshall - Primary Care Mental Health Worker Eryl Gilliland - Chiropodist BSc (Hons) DPodM MChS Cert HSM Nia Ellis-Brown - Health Visitor RGN Paeds BSc Hons 15 Fiona Jones Tracey Hammond - RGN, DN BSc (Hons) Community Sister, - HCA Community Health Care Assistant Liz Kinsman Jackie Horton - Hospice at Home Nurse - Hospice at Home Nurse Nasima Valli - Prescribing Pharmacist Appointment System We have up to different types of appointments each day Triage Appointments – All requests for appointments are to be triaged by the nurses, you will receive a telephone call from the Triage nurse to assess the patient’s symptoms further If our triage nurse decides you require an appointment or home visit you will be provided with details of your appointment during the telephone call On the day appointments are for urgent must-be-seen conditions Each doctor has a certain amount of these appointments each day These appointments are allocated by our Triage nurses from 8.30am onwards on the day Please telephone for these appointments Emergency appointments with the Doctor on-call that day These will be arranged via the Triage Nurse Daily GP routine appointments These appointments allow you to see the doctor of your choice for routine conditions, or if your doctor has recommended that you see him/her Routine appointments may be made from two to up to four weeks in advance We recommend you arrange a routine appointment if you are over the age of 75 or haven’t seen a doctor in over years Daily minor illness appointments with Sr Gwawr or nurse Bethan who treat minor illness Daily appointments are also available with our practice nurses Daily appointment with our Health Care Assistant for BP and ECG monitoring, and your general medication review These can be booked via the contact form on our website www.tywynhealthcentre.org Daily appointments with our Phlebotomist, for blood tests and monitoring INR’s These can be booked via the contact form on our website www.tywynhealthcentre.org Home visits are available on request These will be arranged via our Triage Nurse and are only available for house bound patients The Practice is unable to assist in transport arrangements If you think you need a home visit please telephone before 10am The doctors have asked our receptionists to gather from patients a brief description of the medical issue to ensure that they are triaged quickly and effectively and are seen by the most appropriate clinician Please note it takes a Doctor at least four times longer to see you at home than in the Surgery The Community Nurse can also visit you 16 Out of Hours This service runs from 6.30pm to 8.30am Monday to Friday and all day at weekends and bank holidays After 6:30 pm, at weekends and bank holidays our answering machine will give you the out of hours number: 0300 123 55 66 This service is commissioned by the Betsi Cadwaladr University Health Board Emergencies It is important that in extreme emergencies [e.g severe chest pain, severe shortness of breath, collapse] you dial 999 for an ambulance You can contact a Doctor at any time in an emergency During surgery hours please ring – 03000 843200 After 6.30pm and before 8.00am please call the Out of Hours telephone number 0300 123 55 66 Registering at the Practice Our catchment area is the Tywyn area, extending to Llwyngwril to the north, Abergynolwyn to the east and Aberdovey to south If you have a postcode starting with SY we are unable to register you as you are in a different health board area To register: Please download and print out a registration pack from our website www.tywynhealthcentre.org or visit our reception and complete a registration pack You will need to bring two forms of identification, your NHS number and a patient summary from your previous GP surgery The patient summary will need to list your medication, allergies and past medical history Once we have all this information you will be provided with a New Patient Questionnaire and a new patient appointment will be made to see our Health Care Assistant Please note: You will need to ask for at least one month’s supply of your repeat medication & a patient leavers report from your current surgery A patient leavers report MUST be provided as part of the registration process This can either be handed in with your registration form or emailed to natasha.dimonaco@wales.nhs.uk It is your right under the access to records to request this information, but if your current surgery requires written confirmation from us before they can release this information, please ask them to email natasha.dimonaco@wales.nhs.uk 17 My Health Online My Health Online is an online system which allows patients to order their prescriptions online and also arrange appointments online Please sign up to this service on registering at the Practice If you are already registered at Tywyn Health Centre please ask reception to sign you up to the service or you can download a MHOL registration form from our website www.tywynhealthcentre.org You can then print it out, complete your details and post it back to the Health Centre at the address on this leaflet You will receive confirmation of your MHOL registration and instructions on how you can set up your login and password via the post Medical Students Each year medical students are invited from Cardiff University to come and train at Tywyn Health Centre During this time the medical students are required to sit, observe and sometimes assess patients This is an excellent learning experience for them As a patient you will be asked before your appointment if you are happy for the medical student to be present If you are unhappy with this, please say The doctor/nurse will be fully supportive of your decision Sick Notes First Week For the first week of sickness you not need a sick note from your doctor You can certify your sickness using a form, called ‘SC2’ available from your employer / benefits agency / government website After the First Week You will need a sick note from your doctor Sick notes can now be requested online via the contact form on our website: www.tywynhealthcentre.org Private Sick Notes Unfortunately some employers insist on a sick note from a doctor even if you have been off work for less than week Providing a sick-note under these circumstances is not a legal requirement, and is not provided for by the NHS Providing these notes takes your doctor away from providing valuable NHS services and as a result we have to charge for issuing private sick notes MED3s If you have received care under a hospital consultant, it is the hospital team’s responsibility to issue you with a MED3 sick note, as they are in the best position to assess how long you will need your sick note for You should request this from your hospital team before you leave hospital, as this is sometimes difficult to obtain later Your GP may be unable to provide you with a sick note for the length of time you need to be off work if you come to the GP Surgery for your sick note following hospital admission 18 Non NHS Work – PRIVATE WORK Certain types of medical work are classed as private, i.e they are not covered by the NHS and will therefore incur a cost to the patient Examples of private services include medical examinations e.g HGV and Public Service Vehicle licenses, Medical Certificates, certification of documents, Holiday insurance forms and any medical reports required by Police Firearms Licensing departments You can make an online request for private work via the contact form on our website: www.tywynhealthcentre.org Please ask at Reception for a list of charges Dispensary Opening Times Monday Tuesday Wednesday Thursday Friday - 8.30am to 12.30pm and 1.30pm to 5.00pm 8.30am to 12.30pm and 1.30pm to 5.00pm 8.30am to 12.30 pm and 1:30pm to 5:00pm 8:30am to 12.30pm and 1.30pm to 5.00pm 8.30am to 12.30pm and 1.30pm to 5.00pm The Dispensary will be closed for lunch between the hours of 12.30pm & 1.30pm Dispensary Home Delivery Service This is available each Thursday Please ask at our Dispensary for a form to sign up for this service Pharmacy collection - please allow working days before collecting your medication Dispensary collection - please allow working days before collecting your medication If you require an urgent repeat prescription this will be available, where possible, for collection by 4pm the same day, provided we receive your request by 11am If your request is received after 11am your prescription will be available, where possible, by 4pm the following day You may then take your prescription to be dispensed at a chemist of your choice No repeat Prescription slip - If you not have a repeat prescription slip to hand in, please provide the following information when you submit your request – full name, as registered, date of birth, address, medication and amounts Medication Review - If you need to have a ‘medication review’ as indicted on your repeat medication slip, please inform the receptionist who will arrange an appointment with the appropriate clinician Neither Tywyn nor Aberdovey pharmacies are able to over-rule this request Order a Repeat Prescription – ALL PATIENTS 19 My Health Online (MHOL) is the most efficient way to order your medication but if you prefer not to use an online service or not have access to the internet please submit your repeat prescription slip, in the red prescription box at the Health Centre, or drop it off at Tywyn or Aberdovey pharmacy Clearly tick which items are required and where you wish to pick up your medication Please tick ONLY the items you required Requests for repeat prescriptions are only available by telephone under exceptional circumstances This is to ensure patient safety Please refrain from using email to order your medication However, you can use email or the comments section in MHOL to discuss a medication query Suggestions or Complaints We try to provide the best possible services and care to our patients and the community However, from time to time, mistakes or misunderstandings can occur We welcome the earliest opportunity to discuss your complaints or suggestions Please contact our Practice Manager, Mrs Beverley Williams If you have a problem regarding our services which you feel unable to discuss with us, you may approach the local Community Health Council or the Betsi Cadwaladr University Health Board who will offer you help and advice Concern Team: Betsi Cadwaladr University Health Board, Ysbyty Gwynedd Hospital, Bangor, Gwynedd, LL57 2PW Telephone number: 01248 384194 Aggressive or Abusive Behaviour This Practice considers abusive or aggressive behaviour, verbal or physical, to any member of staff to be unacceptable Please remember that we are here to help you All we ask is that our patients act reasonably and treat our staff with consideration Serious or persistent misbehaviour may result in removal from our Practice list Policies & Procedures Your Rights as a Patient: Be registered with a General Practitioner To change your doctor if you wish to Be offered a health check on joining the Practice Receive emergency care from the Practice Receive appropriate drugs and medicines To be referred for specialist or for a second opinion if you and the GP agree You are entitled to the same treatment regardless of age, race or religion 20 You have the right to access your medical records and those who wish to so must make their requests in writing and address them to Mrs Beverley Williams, our Practice Manager The Practice adheres to a strict code of confidentiality Any medical information can only be disclosed to another party (e.g a Solicitor) with your written consent (with the exception of a few rare circumstances) Thus we are not at liberty to disclose information regarding relatives unless you are the parent or guardian of a minor, or written consent has been provided to the Practice from the patient If you prefer to have a chaperone present during an intimate examination, please inform the Doctor You can either ask for a member of staff or a friend/family member to be present All our staff are trained chaperones Your medical records are held in the strictest confidence Information is not passed on without your consent unless it is within the confines of the NHS, via the legal framework, or is in the public interest Certain anonymised patient data may be shared for the purposes of public health and audit, research, teaching and training This practice is registered under The Data Protection Act It is a Practice and legal requirement that all staff maintain confidentiality of patient’s records If you require a copy of our Freedom of Information Act Model Publication scheme write to Mrs Beverley Williams, Practice Manager Useful Contacts Tywyn Health Centre www.tywynhealthcentre.org Enquiries.tywynhealthcentre@wales.nhs.uk 03000 843200 Tywyn Cottage Hospital Out of Hours NHS Direct NHS Direct Online District Nurses Social Services Health Visitors Podiatrist RELATE (Family Marriage Guidance) Community Health Council British Pregnancy Advisor Helpline MIND – Mental Health Charity 03000 850026 0300 123 5566 0845 4647 www.nhsdirect.nhs.uk 01654 713005 01341 422341 01654 710411 01766 510035 01267 236737 01341 422236 0800 5850088 0845 7660163 Betsi Cadwaladr University Health Board Eryldon, Campbell Road, Caernarfon, Gwynedd, LL55 1HU Tel: 01286 672451 Fax: 01286 674197 Sign up for our text reminder service Don’t forget your appointment by informing us of your mobile number Once we have your current mobile number you will receive a text reminder Please ensure we have your update contact details 21 Please help the doctors to help you by following these guidelines  Please treat our staff with courtesy at all times  Please arrive promptly for your appointment  Please inform us as soon as possible if you are unable to keep, or no longer need your appointment Your slot can always be filled even at short notice We operate a Did Not Attend (DNA) policy  The Doctors respect your time and will try not to keep you waiting too long We hope you will understand that some consultations can take longer than others Also emergencies arise on occasion which may have to be given priority We hope you will understand if you are inconvenienced  Please inform the surgery if your address or personal circumstances change  Please help us to keep your records up to date by informing us of any changes to your name, address, mobile or land line telephone numbers General Data Protection Regulations (GDPR) Sharing your GP medical record with other healthcare professionals involved in your care In Wales, 64 groups of GP practices have been established and these are known as “Primary Care Clusters” Their job is to ensure that the health and social care needs of all of their patients are met, in the best possible way Within each cluster, GPs will work alongside Nurse Practitioners, Pharmacists and other Allied Health Professionals, such as Physiotherapists, to share information and resources between them Some of the benefits of this way of working are:  Continuation of the existing patient-doctor relationship in the absence of your usual GP  Improved access to consultations across different sites  A wider range of services Who will be able to access my medical record and what will they use it for? A qualified healthcare professional will be able to access your GP medical record This will usually be for the specific problem you are presenting with, and will allow the professional assessing you to have quicker, easier access to relevant information about you Cluster Pharmacists may access your records when, for example, undertaking prescription reviews or answering any queries about your medication This is to ensure that medicines are prescribed safely, efficiently and effectively Other staff within the practice, such as receptionists, will also have access to your medical record to carry out tasks such as processing prescriptions, delivering test results and directing you to the most appropriate healthcare professional All healthcare professionals accessing your records will normally be employed by either one of the GP Practices within the cluster or by the Local Health Board For details of which practices are in your cluster, please refer to http://www.primarycareone.wales.nhs.uk/primary-care-clusters-in-gwynedd#meirionnydd 22 What information can be accessed? Information which can be accessed, where there is a need, includes:  Personal information, such as name, date of birth, gender;  Allergies;  Medication;  Hospital admission, attendances and referral dates;  Vaccinations and immunisations;  Test results, including measurements such as blood pressure;  Diagnoses (current and post problems);  Treatment and medical procedures  What information will be blocked from viewing? No information will routinely be blocked from viewing unless you specifically ask for information to be hidden For example, it may be possible to hide particularly sensitive information such as sexually transmitted diseases, termination of pregnancy, etc from certain individuals If you have any questions, please discuss this initially with your Practice Manager How will my information be kept secure and confidential? Your GP medical record is stored on a secure computer system and access to it is strictly controlled All of the practices within the cluster, and the local health board, will have signed an agreement to confirm that they will follow the strict controls in place around the computer system itself, and around any staff who are allowed to access the system Everyone working within the cluster has a legal, contractual and professional duty to keep information about you secure and confidential Can I find out who has viewed my medical record? Every time your electronic GP medical record is accessed an audit log is created These audit logs are retained so if you are concerned that someone has inappropriately accessed your record, please discuss this initially with the Practice Manager Is there a danger someone else could hack into my record or that my information could be lost? Contracts are in place with the supplier of the clinical computer systems to ensure that they have robust security measures installed These measures will prevent any information from being accessed without permission, lost or accessed inappropriately by a third party For further information Please see our leaflet “Primary Care Cluster; Access to your medical information” (also available on our website or from GP Reception) It explains how you can access your own health records, how you can get further information and what to if you have any concerns about your information If you would like additional information you can discuss the sharing of your medical records with the Practice Manager, GP or any other member of the healthcare team PRIVACY NOTICE TO PATIENTS AND CHILDREN: Privacy statement to patients Please refer to our website www.tywynhealthcentre.org Tywyn Health Centre’s Policy on Email Governance & the Use of Email for Patient Contact General Principles 23 Tywyn Health Centre recognises the use of email as a method for patients to make non-urgent contact with the practice We offer a range of methods for patients to contact the practice, including:  Telephone  Contact form via website (www.tywynhealthcentre.org)  Email (enquiries.tywynhealthcentre@wales.nhs.uk) In adherence to professional standards of conduct and communication with patients (including GDPR & the NHS Records Management Code of Practice 2020), we are required to explain the purpose of patient email correspondence, how we store emails and how any information contained within the email may be used or retained The Purpose of Patient Email Communication Patients may choose to send information pertaining to non-urgent medical enquiries, observations, suggestions or complaints via email In all instances this information will be treated as confidential and governed by the appropriate professional standards Email is not a suitable method of contact if you have an urgent medical query so please telephone our reception team on 03000 843 200 and you will be triaged by our practice nurses We would also encourage patients to make an appointment, via the triage system, if they wish to discuss a medical issue that requires further investigation or diagnosis The practice email system should not replace an appointment so responses to emails will be concise and where possible confidential information will be limited The practice does not want to encourage a “virtual conversation” as this would be inappropriate Email Responses When contact is initiated by email it is assumed that consent has been given for a response from the practice to be sent via email Our email account is monitored during working hours only All responses are governed by data protection and confidentiality guidelines Our staff will:  Only be able to discuss any information pertaining to a patient with the patient concerned  Respond within the capabilities of their role  Respond using the “enquiries” account rather than their own email accounts  Refer to the appropriate clinician or colleague for advice when required  Respond to all emails within working days (NB: weekends are not working days) If we have reason to suspect that we have received an email that is not from the patient themselves then we will not be able to respond to the email If you are contacting the practice via email on behalf of someone else, please state this clearly in the email It is the patient’s responsibility to ensure their own email account settings are configured to receive all email responses from Tywyn Health Centre The practice cannot be held accountable if an email response is blocked by a patient’s email account Access to Emails Emails sent to the practice address: enquiries.tywynhealthcentre@wales.nhs.uk are initially processed by our reception team If further advice is required or the query refers to a request relating to a different department, the reception team may refer to colleagues in the other practice departments Therefore, the following members of staff may have access to emails sent by patients to the above address:  Practice Manager  Members of the Administration Department  Members of the Dispensary Department 24   Clinicians and Nurses Other Health Centre Users & Primary Health Care Team (i.e Counsellor, Physiotherapist) Storage of Emails Emails are stored in a folder for a maximum of year The contents of this email folder are deleted annually on 1st April by the Reception Manager To improve ease of access and provide an audit trail, all emails are copied and pasted, in their entirety or stored as a complete document in the records system in order to preserve context Information stored in this way is declared as a record and is subject to the professional standards laid out in the NHS Records Management Code of Practice 2020 Email content stored as part of the digital patient record will be stored under the continual retention guidelines specified in the NHS Records Management Code of Practice 2020 Email Safety Our practice email is a designated NHS Wales account and as such is subject to security protection put in place by our NHS Wales Every effort is made to ensure email content is protected but we cannot be held responsible for individual patient email accounts When an email is sent from a private account, containing confidential information it is the patient’s responsibility to ensure they have made every effort to reduce the risk (albeit small) of that information being hacked or intercepted We recommend that patients use a private email account rather than a shared family account for the purposes of communication with the practice