The Accessible Information Standard aims to make sure that disabled people have access to information that they can understand and any communication support they might need.

Further information can be obtained by reading the attached leaflet below:
Easy Read Accessible Information Standard Leaflet

Should you have any requirements or know of a patient who needs support please let the Practice know and we will help provide support whether that is by providing information in large print or putting a patient in touch with British Sign Language (BSL), an interpreter, email or braille.

Further information can be obtained on the NHS website www.england.nhs.uk/accessibleinfo

Charities including Action on Hearing Loss, CHANGE, Sense and the Royal National Institute of Blind People (RNIB) will also be able to provide further support.

Please do not hesitate to contact the Practice if you have any questions.

Feedback

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NHS UK

Complaints

The practice has a complaints procedure. This does not deal with matters of legal liability or compensation. It does not affect your right to make a formal complaint. Any comment or complaint should be addressed to our Practice Manager, who will ensure that it is investigated thoroughly and speedily.

NHS Complaints Procedure

In the first instance complaints should be sent in writing or emailed to selicb.wickhamparksurgery@nhs.net addressed to the Practice Manager.

Patients who have a comment or complaint about a GP, dentist, pharmacy or optician, which cannot be resolved locally with the practice manager, can contact NHS England using the details below:

NHS England,
PO Box 16738,
Redditch,
B97 9PT
Tel: 0300 311 22 33
Email: england.contactus@nhs.net

All the relevant information regarding existing complaints, including files (electronic and hard copy), have been passed to NHS England – London Region complaints team who can be contacted at NWLCSU.CBLondonComplaints@nhs.net or 020 3350 4500.

Patients who have a comment or complaint about a hospital, mental health or community trust should contact the provider directly or contact their local CCG who will be able to help.

What Happens After I Make a Complaint?

Once a complaint is received this will be reviewed by the Reception or Practice Manager. Any complaints relating to administrative queries will be dealt with within 5 working days. If for any reason this is expected to take longer you will be informed of this and the reasons why.

Clinical complaints will usually take 2 to 4 weeks depending on the severity of the case and who is involved. It may be necessary in some cases to wait for a GP to return from leave for example which will delay this. You will be given regular updates to the progress of your complaint.

In the NHS we aim to provide you with the highest quality healthcare. To do this we must keep records about you, your health and the care we have provided or plan to provide for you. The records may be stored in paper form or electronically and everyone working for the NHS has a duty to keep your information confidential and secure. The practice complies with the Data Protection and Access to Medical Records legislation. Identifiable information about you will be shared with others in the following circumstances:

• To provide further medical treatment for you e.g. from district nurses and hospital services
• To help you get other services e.g. from social work department. This requires your consent
• When we have a duty to others e.g. in child protection cases

Anonymised patient information will also be used at local and national level to help the Clinical Commissioning Group, NHS England and the Government plan services e.g. for diabetic care. If you do not wish anonymous information about you to be used in such a way, please let us know. Your exemption can be logged on the practice database.

A DNA occurs when an appointment is not attended and the Patient has not contacted the Practice in advance to cancel it or where the cancellation is so late as to make it impossible to allocate that time to another Patient who needs treatment.

The surgery is working with Hayes Wick Primary Care Network to offer enhanced services providing patients access to extended hours appointments at other GP surgeries in the area. As part of this we are required to provide all patients with a privacy notice of how their data will be used by these services.

Primary Care Networks (PCNs) are a key part of the NHS Long Term Plan, with all general practices being required to be in a network. This practice is part of the Hayes Wick Primary Care Network.

Hayes Wick Primary Care Network is made up of a number GP Practices and was created to work collaboratively to ensure the health care system within our area works effectively by sharing knowledge and resources.

The Primary Care Network provides an enhanced access service whereby telephone and face-to-face appointments are made available to the registered patients of the Hayes Wick PCN’s practices from 6pm to 8pm Monday to Friday and 9am to 5pm on Saturdays.

This service will be provided by Bromley GP Alliance. To read more about Bromley GP Alliance please visit their website: Bromley GP Alliance | Patient Centred Health Care in Bromley

To enable us to provide our Enhanced Access Service to you, Bromley GP Alliance will at times have access to your full GP record but only when providing direct care to you.

People who have access to your information will only normally have access to that which they need to fulfil their roles, for instance admin staff will normally only see your name, address, contact details, appointment history and registration details in order to book appointments, the practice nurses will normally have access to your immunisation, treatment, significant active and important past histories, your allergies and relevant recent contacts whilst the GP you see or speak to will normally have access to everything in your record.

Please view the Enhanced Access Privacy Notice.

The information we hold on you

Our Practice keeps data on you relating to who you are, where you live, contact details, what you do, your family, possibly your friends, your employers, your problems and diagnoses, the reasons you seek help, your appointments, if you have a carer, where you are seen and when you are seen, who by, referrals to specialists and other healthcare providers, tests carried out here and in other places, investigations and scans, treatments and outcomes of treatments, your treatment history, the observations and opinions of other healthcare workers, within and without the NHS as well as comments and aide memories reasonably made by healthcare professionals in this practice who are appropriately involved in your health care.

When registering for NHS care, all patients who receive NHS care are registered on a national database, the database is held by NHS Digital, a national organisation which has legal responsibilities to collect NHS data.

Identifying patients who might be at risk of certain diseases

• Your medical records will be searched by a computer programme so that we can identify patients who might be at high risk from certain diseases such as heart disease or unplanned admissions to hospital.
• This means we can offer patients additional care or support as early as possible.
• This process will involve linking information from your GP record with information from other health or social care services you have used.
• Information which identifies you will only be seen by this practice.

Who we share information with

As GPs, we cannot handle all your information ourselves, so we need to delegate this responsibility to others within the practice and sometimes with other organisations.

If you care requires treatment outside the practice, we will exchange with those providing such care and treatment whatever information may be necessary to provide safe, high quality care.

Once you have seen the care provider, they will normally send us details of the care they have provided you with, so that we can understand your health better.

Your consent to this sharing of data, within the practice and with those others outside the practice is assumed and is allowed by the Law, however we will gladly discuss this with you in detail if you would like to know more.

The Practice Team (clinicians, administration and reception staff), only access the information they need to allow them to perform their function and fulfill their roles.

You have the right to object to our sharing your data in these circumstances but we have an overriding responsibility to do what is in your best interests.

We are required by Articles in the General Data Protection Regulations to provide you with the information in the following 9 subsections.

London Care Record

This practice uses a shared record system called the London Care Record. The London Care Record is a secure view of your health and care information and lets health and care professionals involved in your care see important details about your health when and where they need them. Having a single, secure view of your information helps speed up communication between care professionals across London, improves the safety of care and can save lives.

London Care Record can only be lawfully looked at by staff who are directly involved in your care. Your information isn’t available to anyone who doesn’t need it to provide treatment, care and support to you. Your details are kept safe and won’t be made public, passed on to a third party who is not directly involved in your care, used for advertising or sold. For more information please read the London Care Record privacy notice for South East London here: The London Care Record – South East London ICS (selondonics.org)

Opting out of the London Care Record

You have the right to object to your information being available through London Care Record. Although patients have the right to object and request restrictions on sharing their records, there may be instances where this request will not be upheld due to a clinical need as determined by the direct care giver. Please discuss this with your GP/ health and social care worker and you can find further information in this London Care Record leaflet.

For further information and advice about data protection or your right to object to sharing your data you can contact the team at Lewisham and Greenwich Trust who manage the London Care Record for South East London www.lewishamandgreenwich.nhs.uk/london-care-record or you can call 020 3192 6011 and leave your name and number for someone to contact you.

If you have already requested to stop sharing on ConnectCare/Local Care Record in South East London, then you will not have to request this again for London Care Record.

Hayes Wick PCN Enhanced Access

The surgery is working with Hayes Wick Primary Care Network to offer enhanced services providing patients access to extended hours appointments at other GP surgeries in the area. As part of this we are required to provide all patients with a privacy notice of how their data will be used by these services. Please review the below document to learn more about the PCN and view the Enhanced Access Privacy Notice: Privacy Notice Enhanced Access

Privacy Notice – Research

Identifiable data will be shared with researchers with either explicit consent or, where the law allows, without consent.

The lawful justifications are.

• Article 6(1) (a) “the data subject has given consent to the processing of his or her personal data for one or more specific purposes”.
• Article 6(1 )(e) may apply “necessary for the performance of a task carried out in the public interest or in the exercise of official authority vested in the controller.”
• Article 9(2) (a) – ‘the data subject has given explicit consent…’

or

• Article 9(2) (j) – ‘processing is necessary for… scientific or historical research purposes or statistical purposes in accordance with Article 89(1) based on Union or Member States law which shall be proportionate to the aim pursued, respect the essence of the right to data protection and provide for suitable and specific measures to safeguard the fundamental rights and interests of the data subject’.

or

• Article 9(2)(h) – ‘processing is necessary for the purpose of preventative medicine the provision of health or social care or treatment or the management of health or social care systems and services.

All GP practices are required to declare the mean earnings (e.g. average pay) for GPs working to deliver NHS services to patients at each practice.

The average pay for GPs working in Wickham Park Surgery in the last financial year (2024/25) was £40,750 before tax and National Insurance. This is for four part time GPs who worked in the practice for more than six months.

​​​​​​​Across our four part time GP’s, we have a total of 1.86 whole time equivalent hours.

NHS resources are precious and it is in everyone’s interest to use them in a responsible manner. Please:

• Only use the emergency service in a genuine emergency.
• Treat all the members of the team with respect and courtesy at all times.
• Reduce delays by remembering appointments are for one person only. Keep your appointment and always let us know if you wish to cancel or change.
• Notice helps, but even knowing at the last minute when a genuine problem prevents you from coming can help us fit someone else in.
• Inform reception staff of any changes in your circumstances, such as change of surname, address, telephone number etc.

As patients, you are responsible for your own health and that of any dependants. It is important that you adhere to information and advice given to you by the health professionals, and co-operate with the practice in endeavouring to keep you healthy.

From the 1st of April 2015, all practices have been required under the terms of the latest GP contract to allocate patients a named accountable GP.

This is purely an administrative exercise in order that patients can have a named responsible GP should they require them.

For convenience your named accountable GP will be the named doctor you are registered with.

• All patients at the practice are allocated Dr Adelaja Mustapha as their designated named GP.

Having a named GP does not prevent you seeing any other doctor in the practice. Your named GP will not be available at all times and if your needs are urgent, you may need to discuss them with an alternative doctor.

Preference of Practitioner

Patients are registered with the practice, not an individual GP. For administrative reasons you will be allocated the name of Dr Mustapha; however, you can at any time express a preference for a particular doctor, for either all of your medical needs or on a case-by-case basis. This preference will be recorded in your medical notes and we will do our best to respect your choice. However, not all the doctors in the practice provide all services and specific doctors may not be immediately available.