We have been asked provide you with access to your full medical record from 1st November 2023 via the NHS app and/or the NHS website if you have a suitable NHS login.

We are supportive of providing you with access to your record, but we wish to do this safely. We have an obligation under GDPR to safeguard the information we hold about you and have carried out a Data Protection Impact Assessment (DPIA) to make sure we are able to legally honour our data safeguarding obligations

We believe, and are supported by the BMA, that there are insufficient safeguards in place so we will not be automatically allowing patients access to their records after 1st November 2023.

Everyone will have access to their medication history and allergies and will be able to order their repeat prescriptions (subject to you having NHS login).

If you should require access to your full record where you will be able to see everything, including the notes which have been written by doctors, nurses and others involved in your care at the GP surgery and elsewhere, we ask you to complete the application form below so your request can be assessed by your GP. Remember, you will only see your records from the date of your application, access will not typically be available for historic patient records.

If you already had access to your medical records before the 1st November 2023 you will still have this – your records have already been reviewed. However, you may see a message on your record 1364731000000104 “Enhanced review indicated before granting access to own health record”– please ignore this as your review has already been undertaken and access allowed.

We aim to offer all patients a friendly and efficient service and hope you will be pleased with the service that you receive, however if, as a patient, you are unhappy about any of the services or care that we have provided, we have a concerns procedure to ensure that all concerns are dealt with rapidly and efficiently for the benefit of all parties concerned.

A concern may be defined as a grievance raised by a dissatisfied user of the services provided by the practice. Concerns may relate to the quality of the care, professional competence, administrative and support services provided and may be of a clinical or non-clinical nature.

Internal Complaints Procedure

There are three ways in which patients can register a concern.

Informal Discussion
Patients are able contact any member of the team to discuss any concerns that they have about their experience in the practice or any suggestions of improvement who will then report the incident to the Practice Manager, who will record it in the practice file.

Formal Concerns
If the patient is unhappy with the outcome of an informal discussion, or from the outset would like their concern investigated more fully, they can use the practice complaints procedure which is aimed at dealing with complaints quickly and in a friendly and non-threatening way. They can contact the Practice Manager and she will record full details of the complaint and attempt to resolve it in an appropriate manner.

Concerns should be sent in writing to the Practice Manager, Yvonne Walters by post: Aitune Medical Practice, Long Eaton Health Centre, Midland Street, Long Eaton NG10 1RY or via the below online form. We aim to acknowledge this within 48 hours.

Or alternatively you can contact NHS England on Tel: 03003 112233 or [email protected].

Concerns about clinical matters will be investigated by the Practice Manager and the Clinical Team. Administrative concerns will normally be investigated by the Practice Manager.

A full response in writing, setting out the conclusion of the investigation and action, if any, taken in respect of it, is to be made within 20 working days on receipt of the complaint, unless the investigation is still in progress, in which case correspondence explaining the reasons for the delay, will be sent to the complainant

A register and the records of all concerns will be kept and stored and are subject to regular audit but with regard for patient confidentiality. The register of concerns should include information on whether or not the complaint was upheld, the results of the investigation, the resolution of the complaint and the action taken.

We would hope that we would be able address any concerns within our practice, but should anyone feel that we have not dealt with their concerns appropriately or to their satisfaction, then they do also have the right to contact the Ombudsman if they so wish for further investigation. The contact details are:

The Parliamentary and Health Service Ombudsman

Citygate,

51 Mosley St,

Manchester

M2 3HQ

Tel: 0345 015 4033

Website: www.ombudsman.org.uk

Anything you discuss with members of the nursing team will be treated in confidence.

Information about you may be entered on to your computerized health record at your GP practice if appropriate.

(b) Always look for a balanced view – do not rely on advice from one site and seek a balanced viewpoint.

(c) Remember that anyone can publish anything on the Internet. Make sure that the authors’ names and their qualifications are included – anonymous information may not be sourced accurately.

(d) Be aware that advertising might influence the site contents – check for commercial sponsorship or for advertising which might influence the information on the site.

(e) Check that the website is updated regularly.

(f) Be cautious of online diagnoses or consultations.

(g) Check the Websites Privacy and Confidentiality Policy.

(h) Beware that Website information or advice sourced from outside the UK might describe treatments not available in the UK.

3. Suitability and Availability

We cannot guarantee that this website will meet your requirements, or that it will be of satisfactory quality, or that it will be fit for your particular purpose, or that it will not infringe the rights of third parties, or that it will be secure.

Further, we cannot guarantee uninterrupted access to Our Website, or the sites to which it links. We accept no responsibility for any damages arising from the loss of use of this information.

4. Online Consultations

If you decide to use our online advice or consultation features you must be aware that without a physical examination we may decline to give advice and may ask you to attend the Health Centre for an appointment.

5. Links to Other Websites

All links from our Practice Website to any other Websites are provided for information and convenience only. We cannot accept responsibility for sites linked to, or the information found there. A link does not imply an endorsement of a site; likewise, not linking to a particular site does not imply lack of endorsement.

6. Data Collection

Please be aware that we collect contact details of those who wish to communicate with us via e-mail, collect aggregated (non-personal) information about which pages visitors to our website chose to access, and collect information volunteered by visitors to our website (such as survey information and/or site registrations). The information we collect is used to improve the content of our Web pages and the quality of our service.

7. Hosting, Networks and Data Storage

Please be aware that our Website uses Third Party Service Providers, Vendors and Hosting Partners to provide the necessary hardware, software, networking, storage, and related technology required to support our Website.

Please see below our practice guidance on the lawful basis for Data Collection and processing Patient Information under GDPR 2018 and Data Protection Act 2018, including individuals information rights.

Click here to download our Aitune Medical Practice GDPR Privacy Notice v2.8 May 2023

Click here to download our Aitune Medical Practice COVID19 Privacy Notice v5 May 2023

GPDPR Extract

The current NHS Digital (NHSD) extract of GP data for Research purposes (known as the GPDPR) has been delayed due to NHSD wishing to review the way in which this data will be collected, to conduct more public involvement and information about the plans and change the way in which patients can opt out of the extract of their GP data.

Currently the only way to opt out is to complete a Type 1 opt out form and return this to the practice by the 1^st September (this can be found further down on this webpage).  However, this extract will not be taken until the NHSD have changed the way it will take the data and respect the patient’s choice for using their data.  NHSD are introducing the following changes to the opt out process which will mean that patients will be able to change their opt-out status at any time:-

• Patients do not need to register a Type 1 opt-out by 1st September to ensure their GP data will not be uploaded.
• NHS Digital will create the technical means to allow GP data that has previously been uploaded to the system via the GPDPR collection to be deleted when someone registers a Type 1 opt-out.
• The plan to retire Type 1 opt-outs will be deferred for at least 12 months while we get the new arrangements up and running and will not be implemented without consultation with the RCGP, the BMA and the National Data Guardian.

This means that you can opt out at any time in the future and NHSD will delete data that they already have taken for research purposes, the deadline of the 01/09/2020 has been delayed until a new system of opt out is developed.  Hopefully, this will be a simple centralised approach via the NHS app or NHS website to avoid paper form and administration work for your GP.

We will update you when we know more about the NHSD plans to change how you can control who has access to your data.

The average pay for GPs working in Aitune Medical Centre in the last financial year was £37,022 before tax and National Insurance.  This is for 0 full time GPs, 8 part time GPs and 0 locum GPs who worked in the practice for longer than six months.

It is our aim to provide the high standard of patient-focused healthcare in a responsive, supportive, and courteous manner whilst ensuring that all staff and patients are treated with dignity, honesty, and respect. To enhance the quality of life of individuals in the local community through the efficient use of all health care resources available.

Please find out more Here.

We would like to build our PPG and have new members to help improve the quality of service that we provide.  Please take the time to look at out notice board in surgery to find out how you can be involved or alternatively email [email protected]

1. Introduction

1.1 We are committed to safeguarding the privacy of our website visitors; in this policy we explain how we will treat your personal information.

1.2 By using our website and agreeing to this policy, you consent to our use of cookies in accordance with the terms of this policy.

2. Credit

2.1 This document was created using a template from SEQ Legal (http://www.seqlegal.com).

3. Collecting personal information

3.1 We may collect, store and use the following kinds of personal information:

(a) information about your computer and about your visits to and use of this website including your IP address, geographical location, browser type and version, operating system, referral source, length of visit, page views and website navigation paths;

(b) information that you provide to us when registering with our website including your email address;

(c) information that you provide when completing your profile on our website (including your name, profile pictures, gender, date of birth, relationship status, interests and hobbies, educational details and employment details);

(d) information that you provide to us for the purpose of subscribing to our email notifications and/or newsletters including your name and email address;

(e) information that you provide to us when using the services on our website, or that is generated in the course of the use of those services including the timing, frequency and pattern of service use;

(f) information relating to any purchases you make of our goods / services / goods and/or services or any other transactions that you enter into through our website including your name, address, telephone number, email address and card details;

(g) information that you post to our website for publication on the internet including your user name, your profile pictures and the content of your posts;

(h) information contained in or relating to any communications that you send to us or send through our website including the communication content and meta data associated with the communication;

(i) any other personal information that you choose to send to us.

3.2 Before you disclose to us the personal information of another person, you must obtain that person’s consent to both the disclosure and the processing of that personal information in accordance with this policy.

4. Using your personal information

4.1 Personal information submitted to us through our website will be used for the purposes specified in this policy or on the relevant pages of the website.

4.2 We may use your personal information to:

(a) administer our website and business;

(b) personalise our website for you;

(c) enable your use of the services available on our website;

(d) send you goods purchased through our website;

(e) supply to you services purchased through our website;

(f) send statements, invoices and payment reminders to you, and collect payments from you;

(g) send you non-marketing commercial communications;

(h) send you email notifications that you have specifically requested;

(i) send you our email newsletter, if you have requested it you can inform us at any time if you no longer require the newsletter;

(j) send you marketing communications relating to our business [or the businesses of carefully-selected third parties] which we think may be of interest to you, by post or, where you have specifically agreed to this, by email or similar technology you can inform us at any time if you no longer require marketing communications;

(k) provide third parties with statistical information about our users but those third parties will not be able to identify any individual user from that information;

(l) deal with enquiries and complaints made by or about you relating to our website;

(m) keep our website secure and prevent fraud;

(n) verify compliance with the terms and conditions governing the use of our website including monitoring private messages sent through our website private messaging service; and

(o) other uses.

4.3 If you submit personal information for publication on our website, we will publish and otherwise use that information in accordance with the licence you grant to us.

4.4 Your privacy settings can be used to limit the publication of your information on our website, and can be adjusted using privacy controls on the website.

4.5 We will not, without your express consent, supply your personal information to any third party for the purpose of their or any other third party’s direct marketing.

5. Disclosing personal information

5.1 We may disclose your personal information to any of our employees, officers, insurers, professional advisers, agents, suppliers or subcontractors insofar as reasonably necessary for the purposes set out in this policy.

5.2 We may disclose your personal information to any member of our group of companies this means our subsidiaries, our ultimate holding company and all its subsidiaries insofar as reasonably necessary for the purposes set out in this policy.

5.3 We may disclose your personal information:

(a) to the extent that we are required to do so by law;

(b) in connection with any ongoing or prospective legal proceedings;

(c) in order to establish, exercise or defend our legal rights including providing information to others for the purposes of fraud prevention and reducing credit risk;

(d) to the purchaser or prospective purchaser of any business or asset that we are or are contemplating selling; and

(e) to any person who we reasonably believe may apply to a court or other competent authority for disclosure of that personal information where, in our reasonable opinion, such court or authority would be reasonably likely to order disclosure of that personal information.

5.4 Except as provided in this policy, we will not provide your personal information to third parties.

6. International data transfers

6.1 Information that we collect may be stored and processed in and transferred between any of the countries in which we operate in order to enable us to use the information in accordance with this policy.

6.2 Information that we collect may be transferred to the following countries which do not have data protection laws equivalent to those in force in the European Economic Area: the United States of America, Russia, Japan, China and India.

6.3 Personal information that you publish on our website or submit for publication on our website may be available, via the internet, around the world. We cannot prevent the use or misuse of such information by others.

6.4 You expressly agree to the transfers of personal information described in this Section 6.

7. Retaining personal information

7.1 This Section 7 sets out our data retention policies and procedure, which are designed to help ensure that we comply with our legal obligations in relation to the retention and deletion of personal information.

7.2 Personal information that we process for any purpose or purposes shall not be kept for longer than is necessary for that purpose or those purposes.

7.3 Notwithstanding the other provisions of this Section 7, we will retain documents including electronic documents containing personal data:

(a) to the extent that we are required to do so by law;

(b) if we believe that the documents may be relevant to any ongoing or prospective legal proceedings; and

(c) in order to establish, exercise or defend our legal rights including providing information to others for the purposes of fraud prevention.

8. Security of your personal information

8.1 We will take reasonable technical and organisational precautions to prevent the loss, misuse or alteration of your personal information.

8.2 We will store all the personal information you provide on our secure password- and firewall-protected servers.

8.3 All electronic financial transactions entered into through our website will be protected by encryption technology.

8.4 You acknowledge that the transmission of information over the internet is inherently insecure, and we cannot guarantee the security of data sent over the internet.

8.5 You are responsible for keeping the password you use for accessing our website confidential; we will not ask you for your password except when you log in to our website.

9. Amendments

9.1 We may update this policy from time to time by publishing a new version on our website.

9.2 You should check this page occasionally to ensure you are happy with any changes to this policy.

9.3 We may notify you of changes to this policy by email or through the private messaging system on our website.

10. Your rights

10.1 You may instruct us to provide you with any personal information we hold about you; provision of such information will be subject to:

(a) the payment of a fee currently fixed at GBP 10; and

(b) the supply of appropriate evidence of your identity for this purpose, we will usually accept a photocopy of your passport certified by a solicitor or bank plus an original copy of a utility bill showing your current address.

10.2 We may withhold personal information that you request to the extent permitted by law.

10.3 You may instruct us at any time not to process your personal information for marketing purposes.

10.4 In practice, you will usually either expressly agree in advance to our use of your personal information for marketing purposes, or we will provide you with an opportunity to opt out of the use of your personal information for marketing purposes.

11. Third party websites

11.1 Our website includes hyperlinks to, and details of, third party websites.

11.2 We have no control over, and are not responsible for, the privacy policies and practices of third parties.

12. Updating information

12.1 Please let us know if the personal information that we hold about you needs to be corrected or updated.

13. Cookies

13.1 Our website uses cookies.

13.2 A cookie is a file containing an identifier a string of letters and numbers that is sent by a web server to a web browser and is stored by the browser. The identifier is then sent back to the server each time the browser requests a page from the server.

13.3 Cookies may be either “persistent” cookies or “session” cookies: a persistent cookie will be stored by a web browser and will remain valid until its set expiry date, unless deleted by the user before the expiry date; a session cookie, on the other hand, will expire at the end of the user session, when the web browser is closed.

13.4 Cookies do not typically contain any information that personally identifies a user, but personal information that we store about you may be linked to the information stored in and obtained from cookies.

13.5 We use only session cookies / only persistent cookies / both session and persistent cookies on our website.

13.6 Most browsers allow you to refuse to accept cookies; for example:

(a) in Internet Explorer (version 10) you can block cookies using the cookie handling override settings available by clicking “Tools”, “Internet Options”, “Privacy” and then “Advanced”;

(b) in Firefox (version 24) you can block all cookies by clicking “Tools”, “Options”, “Privacy”, selecting “Use custom settings for history” from the drop-down menu, and unticking “Accept cookies from sites”; and

(c) in Chrome (version 29), you can block all cookies by accessing the “Customise and control” menu, and clicking “Settings”, “Show advanced settings” and “Content settings”, and then selecting “Block sites from setting any data” under the “Cookies” heading.

13.7 Blocking all cookies will have a negative impact upon the usability of many websites.

13.8 If you block cookies, you will not be able to use all the features on our website.

13.9 You can delete cookies already stored on your computer; for example:

(a) in Internet Explorer (version 10), you must manually delete cookie files (you can find instructions for doing so at http://support.microsoft.com/kb/278835);

(b) in Firefox (version 24), you can delete cookies by clicking “Tools”, “Options” and “Privacy”, then selecting “Use custom settings for history”, clicking “Show Cookies”, and then clicking “Remove All Cookies”; and

(c) in Chrome (version 29), you can delete all cookies by accessing the “Customise and control” menu, and clicking “Settings”, “Show advanced settings” and “Clear browsing data”, and then selecting “Delete cookies and other site and plug-in data” before clicking “Clear browsing data”.

13.10 Deleting cookies will have a negative impact on the usability of many websites.

14. Data protection registration

14.1 We are registered as a data controller with the UK Information Commissioner’s Office.

14.2 Our data protection registration number is.

15. Our details

15.1 This website is owned and operated by New Invention Health Centre.

15.2 Our registered office is at New Invention Health Centre, 66 Cannock Road, New Invention, Willenhall, West Midlands WV12 5RZ, United Kingdom

15.3 Our principal place of business is at New Invention Health Centre, 66 Cannock Road, New Invention, Willenhall, West Midlands WV12 5RZ, United Kingdom

Most services that the NHS provides to people are free of charge, but there are some exceptions to this e.g., prescription charges.  Sometimes a charge must be made to cover some of the costs as the service isn’t covered by the funding GP’s receive from the NHS for example, medical reports for insurance companies, private health insurance claims and other letters and forms that need completing that require the GP to review the patient’s medical records.

The contract GP’s have with the NHS covers medical services to patients, but GP’s also do a lot of non-medial work as well which is not funded examples of non-NHS services for which GP’s can charge their patients include but not limited to:

• Holiday cancellation forms
• Private medical insurance forms
• Some travel vaccinations
• Letters requested by or on behalf of, the patient.

The time the GP spends completing forms and preparing reports takes the GP away from direct medical care.  In addition, non-NHS work must be undertaken outside of NHS contracted time.  GP’s have a very high workload which can add up to them working 60 hours plus a week and paperwork, such as, filling insurance forms in and writing medical reports for insurance companies adds to this workload.

When a GP signs a certificate or completes a report it is a condition of their medical registration that they only sign what they know to be true.  Therefore, to complete a very simple form the GP must review the patients entire medical record. Inaccuracy in a report can have serious consequences for a GP with the General Medical Council or even the Police.

How are charges decided?

The British Medical Association (BMA) is the registered Trade Union for doctors, it recommends that GPs tell patients in advance if they will be charged for any work.

Erewash Health Practices, follow the guidelines set by the BMA using their fees calculator.  The fees calculator takes into consideration how much time it takes the GP to complete the work to ensure the cost covers the work undertaken.  Our charges have recently been reviewed for the first time in 5 years.

New charges from 1 July 2024

*The Practice reserves the right to amend the fees , based on the complexity of the work

1. Introduction

1.1 These terms and conditions shall govern your use of our website.

1.2 By using our website, you accept these terms and conditions in full; accordingly, if you disagree with these terms and conditions or any part of these terms and conditions, you must not use our website.

1.3 If you register with our website, submit any material to our website or use any of our website services, we will ask you to expressly agree to these terms and conditions.

1.4 You must be at least 18 years of age to use our website; and by using our website or agreeing to these terms and conditions, you warrant and represent to us that you are at least 18 years of age.

1.5 Our website uses cookies; by using our website or agreeing to these terms and conditions, you consent to our use of cookies in accordance with the terms of our privacy and cookies policy.

2. Credit

2.1 This document was created using a template from SEQ Legal (http://www.seqlegal.com).

3. Copyright notice

3.1 Copyright (c) 2015 New Invention Health Center.

3.2 Subject to the express provisions of these terms and conditions:

(a) we, together with our licensors, own and control all the copyright and other intellectual property rights in our website and the material on our website; and

(b) all the copyright and other intellectual property rights in our website and the material on our website are reserved.

4. Licence to use website

4.1 You may:

(a) view pages from our website in a web browser;

(b) download pages from our website for caching in a web browser;

(c) print pages from our website;

(d) stream audio and video files from our website; and

(e) use our website services by means of a web browser,] subject to the other provisions of these terms and conditions.

4.2 Except as expressly permitted by Section 4.1 or the other provisions of these terms and conditions, you must not download any material from our website or save any such material to your computer.

4.3 You may only use our website for your own personal purposes, and you must not use our website for any other purposes.

4.4 Except as expressly permitted by these terms and conditions, you must not edit or otherwise modify any material on our website.

4.5 Unless you own or control the relevant rights in the material, you must not:

(a) republish material from our website (including republication on another website);

(b) sell, rent or sub-license material from our website;

(c) show any material from our website in public;

(d) exploit material from our website for a commercial purpose; or

(e) redistribute material from our website.

4.6 Notwithstanding Section 4.5, you may redistribute our newsletter in print and electronic form to any person.

4.7 We reserve the right to restrict access to areas of our website, or indeed our whole website, at our discretion; you must not circumvent or bypass, or attempt to circumvent or bypass, any access restriction measures on our website.

5. Acceptable use

5.1 You must not:

(a) use our website in any way or take any action that causes, or may cause, damage to the website or impairment of the performance, availability or accessibility of the website;

(b) use our website in any way that is unlawful, illegal, fraudulent or harmful, or in connection with any unlawful, illegal, fraudulent or harmful purpose or activity;

(c) use our website to copy, store, host, transmit, send, use, publish or distribute any material which consists of or is linked to any spyware, computer virus, Trojan horse, worm, keystroke logger, rootkit or other malicious computer software;

(d) conduct any systematic or automated data collection activities including without limitation scraping, data mining, data extraction and data harvesting on or in relation to our website without our express written consent;

(e) access or otherwise interact with our website using any robot, spider or other automated means;

(f) violate the directives set out in the robots.txt file for our website; or

(g) use data collected from our website for any direct marketing activity (including without limitation email marketing, SMS marketing, telemarketing and direct mailing).

5.2 You must not use data collected from our website to contact individuals, companies or other persons or entities.

5.3 You must ensure that all the information you supply to us through our website, or in relation to our website, is true, accurate, current, complete and non-misleading.

6. Registration and accounts

6.1 To be eligible for an individual account on our website under this Section 6, you must be at least 18 years of age and resident in the United Kingdom.

6.2 You may register for an account with our website by completing and submitting the account registration form on our website, and clicking on the verification link in the email that the website will send to you.

6.3 You must notify us in writing immediately if you become aware of any unauthorised use of your account.

6.4 You must not use any other person’s account to access the website, unless you have that person’s express permission to do so.

7. User IDs and passwords

7.1 If you register for an account with our website, we will provide you with / you will be asked to choose a user ID and password.

7.2 Your user ID must not be liable to mislead and must comply with the content rules set out in Section 10; you must not use your account or user ID for or in connection with the impersonation of any person.

7.3 You must keep your password confidential.

7.4 You must notify us in writing immediately if you become aware of any disclosure of your password.

7.5 You are responsible for any activity on our website arising out of any failure to keep your password confidential, and may be held liable for any losses arising out of such a failure.

8. Cancellation and suspension of account

8.1 We may:

(a) suspend your account;

(b) cancel your account; and/or

(c) edit your account details, at any time in our sole discretion without notice or explanation.

8.2 You may cancel your account on our website using your account control panel on the website.

9. Your content: licence

9.1 In these terms and conditions, “your content” means all works and materials (including without limitation text, graphics, images, audio material, video material, audio-visual material, scripts, software and files) that you submit to us or our website for storage or publication on, processing by, or transmission via, our website.

9.2 You grant to us a worldwide, irrevocable, non-exclusive, royalty-free licence to use, reproduce, store, adapt, publish, translate and distribute your content in any existing or future media / reproduce, store and publish your content on and in relation to this website and any successor website / reproduce, store and, with your specific consent, publish your content on and in relation to this website.

9.3 You grant to us the right to sub-license the rights licensed under Section 9.2.

9.4 You grant to us the right to bring an action for infringement of the rights licensed under Section 9.2.

9.5 You hereby waive all your moral rights in your content to the maximum extent permitted by applicable law; and you warrant and represent that all other moral rights in your content have been waived to the maximum extent permitted by applicable law.

9.6 You may edit your content to the extent permitted using the editing functionality made available on our website.

9.7 Without prejudice to our other rights under these terms and conditions, if you breach any provision of these terms and conditions in any way, or if we reasonably suspect that you have breached these terms and conditions in any way, we may delete, unpublish or edit any or all of your content.

10. Your content: rules

10.1 You warrant and represent that your content will comply with these terms and conditions.

10.2 Your content must not be illegal or unlawful, must not infringe any person’s legal rights, and must not be capable of giving rise to legal action against any person (in each case in any jurisdiction and under any applicable law).

10.3 Your content, and the use of your content by us in accordance with these terms and conditions, must not:

(a) be libellous or maliciously false;

(b) be obscene or indecent;

(c) infringe any copyright, moral right, database right, trade mark right, design right, right in passing off, or other intellectual property right;

(d) infringe any right of confidence, right of privacy or right under data protection legislation;

(e) constitute negligent advice or contain any negligent statement;

(f) constitute an incitement to commit a crime[, instructions for the commission of a crime or the promotion of criminal activity];

(g) be in contempt of any court, or in breach of any court order;

(h) be in breach of racial or religious hatred or discrimination legislation;

(i) be blasphemous;

(j) be in breach of official secrets legislation;

(k) be in breach of any contractual obligation owed to any person;

(l) depict violence, in an explicit, graphic or gratuitous manner;

(m) be pornographic, lewd, suggestive or sexually explicit;

(n) be untrue, false, inaccurate or misleading;

(o) consist of or contain any instructions, advice or other information which may be acted upon and could, if acted upon, cause illness, injury or death, or any other loss or damage;

(p) constitute spam;

(q) be offensive, deceptive, fraudulent, threatening, abusive, harassing, anti-social, menacing, hateful, discriminatory or inflammatory; or

(r) cause annoyance, inconvenience or needless anxiety to any person.

11. Limited warranties

11.1 We do not warrant or represent:

(a) the completeness or accuracy of the information published on our website;

(b) that the material on the website is up to date; or

(c) that the website or any service on the website will remain available.

11.2 We reserve the right to discontinue or alter any or all of our website services, and to stop publishing our website, at any time in our sole discretion without notice or explanation; and save to the extent expressly provided otherwise in these terms and conditions, you will not be entitled to any compensation or other payment upon the discontinuance or alteration of any website services, or if we stop publishing the website.

11.3 To the maximum extent permitted by applicable law and subject to Section 12.1, we exclude all representations and warranties relating to the subject matter of these terms and conditions, our website and the use of our website.

12. Limitations and exclusions of liability

12.1 Nothing in these terms and conditions will:

(a) limit or exclude any liability for death or personal injury resulting from negligence;

(b) limit or exclude any liability for fraud or fraudulent misrepresentation;

(c) limit any liabilities in any way that is not permitted under applicable law; or

(d) exclude any liabilities that may not be excluded under applicable law.

12.2 The limitations and exclusions of liability set out in this Section 12 and elsewhere in these terms and conditions:

(a) are subject to Section 12.1; and

(b) govern all liabilities arising under these terms and conditions or relating to the subject matter of these terms and conditions, including liabilities arising in contract, in tort (including negligence) and for breach of statutory duty.

12.3 To the extent that our website and the information and services on our website are provided free of charge, we will not be liable for any loss or damage of any nature.

12.4 We will not be liable to you in respect of any losses arising out of any event or events beyond our reasonable control.

12.5 We will not be liable to you in respect of any business losses, including (without limitation) loss of or damage to profits, income, revenue, use, production, anticipated savings, business, contracts, commercial opportunities or goodwill.

12.6 We will not be liable to you in respect of any loss or corruption of any data, database or software.

12.7 We will not be liable to you in respect of any special, indirect or consequential loss or damage.

12.8   You accept that we have an interest in limiting the personal liability of our officers and employees and, having regard to that interest, you acknowledge that we are a limited liability entity; you agree that you will not bring any claim personally against our officers or employees in respect of any losses you suffer in connection with the website or these terms and conditions (this will not, of course, limit or exclude the liability of the limited liability entity itself for the acts and omissions of our officers and employees).

13. Breaches of these terms and conditions

13.1 Without prejudice to our other rights under these terms and conditions, if you breach these terms and conditions in any way, or if we reasonably suspect that you have breached these terms and conditions in any way, we may:

(a) send you one or more formal warnings;

(b) temporarily suspend your access to our website;

(c) permanently prohibit you from accessing our website;

(d) block computers using your IP address from accessing our website;

(f) commence legal action against you, whether for breach of contract or otherwise; and/or

(g) suspend or delete your account on our website.

13.2 Where we suspend or prohibit or block your access to our website or a part of our website, you must not take any action to circumvent such suspension or prohibition or blocking (including without limitation creating and/or using a different account).

14. Variation

14.1 We may revise these terms and conditions from time to time.

14.2 The revised terms and conditions shall apply to the use of our website from the date of publication of the revised terms and conditions on the website, and you hereby waive any right you may otherwise have to be notified of, or to consent to, revisions of these terms and conditions. / We will give you written notice of any revision of these terms and conditions, and the revised terms and conditions will apply to the use of our website from the date that we give you such notice; if you do not agree to the revised terms and conditions, you must stop using our website.

14.3 If you have given your express agreement to these terms and conditions, we will ask for your express agreement to any revision of these terms and conditions; and if you do not give your express agreement to the revised terms and conditions within such period as we may specify, we will disable or delete your account on the website, and you must stop using the website.

15. Assignment

15.1 You hereby agree that we may assign, transfer, sub-contract or otherwise deal with our rights and/or obligations under these terms and conditions.

15.2 You may not without our prior written consent assign, transfer, sub-contract or otherwise deal with any of your rights and/or obligations under these terms and conditions.

16. Severability

16.1 If a provision of these terms and conditions is determined by any court or other competent authority to be unlawful and/or unenforceable, the other provisions will continue in effect.

16.2 If any unlawful and/or unenforceable provision of these terms and conditions would be lawful or enforceable if part of it were deleted, that part will be deemed to be deleted, and the rest of the provision will continue in effect.

17. Third party rights

17.1 These terms and conditions are for our benefit and your benefit, and these terms and conditions are not intended to benefit or be enforceable by any third party.

17.2 The exercise of the parties’ rights under these terms and conditions is not subject to the consent of any third party.

18. Entire agreement

18.1 Subject to Section 12.1, these terms and conditions, together with [our privacy and cookies policy], shall constitute the entire agreement between you and us in relation to your use of our website and shall supersede all previous agreements between you and us in relation to your use of our website.

19. Law and jurisdiction

19.1 These terms and conditions shall be governed by and construed in accordance with English law.

19.2 Any disputes relating to these terms and conditions shall be subject to the exclusive jurisdiction of the courts of England.

20. Our details

20.1 This website is owned and operated by New Invention Health Centre.

20.2 Our registered office is at New Invention Health Centre, 66 Cannock Road, New Invention, Willenhall, West Midlands WV12 5RZ, United Kingdom

20.3 Our principal place of business is at New Invention Health Centre, 66 Cannock Road, New Invention, Willenhall, West Midlands WV12 5RZ, United Kingdom

The Practice takes it very seriously if any member of team is treated in an abusive, aggressive, intimidating or violent way.

The Practice supports the government’s ‘Zero Tolerance’ campaign for Health Service Staff. This states that GPs and their staff have a right to care for others without fear of being attacked or abused. To successfully provide these services a mutual respect between all the practice team and patients has to be in place. All our team aim to be polite, helpful, and sensitive to all patients’ individual needs and circumstances. They would respectfully remind patients that very often the team could be confronted with a multitude of varying and sometimes difficult tasks and situations, all at the same time.  The team understand that ill patients do not always act in a reasonable manner and will take this into consideration when trying to deal with a misunderstanding or complaint.

However, aggressive and/or intimidating behaviour, will not be tolerated in any way and may result in you being removed from the Practice list and, in extreme cases, the Police being contacted.

In order for the practice to maintain good relations with their patients the practice would like to ask all its patients to read and take note of the occasional types of behaviour that would be found unacceptable:

1. Using bad language or swearing at practice staff
2. Any threats or acts of physical violence towards any member of the Primary Health Care Team or other patients
3. Verbal abuse towards the staff in any form
4. Racial abuse and sexual harassment will not be tolerated within this practice
5. Persistent or unrealistic demands that cause stress to staff will not be accepted. Requests will be met wherever possible and explanations given when they cannot
6. Causing damage/stealing from the Practice’s premises, staff or patients
7. Obtaining drugs and/or medical services fraudulently

We ask you to treat the practice team with courteously at all times.

Removal from the practice list

A good patient clinician relationship, based on mutual respect and trust, is the cornerstone of good patient care. To help foster a good relationship there may be occasions where we ask a patient to enter into a “Behaviour Agreement”.  Should this agreement be breached by the patient or in extreme cases by members of their family, this is when we may initiate a removal from the practice. The removal of patients from our list is an exceptional and rare event and is a last resort in an impaired patient-practice relationship. When trust has irretrievably broken down, it is in the patient’s interest, just as much as that of the practice, that they should find a new practice. An exception to this is on immediate removal on the grounds of violence e.g. when the Police are involved, or those behaviours mentioned above.

Removing other members of the household

In rare cases, however, because of the possible need to visit patients at home it may be necessary to terminate responsibility for other members of the family or the entire household. The prospect of visiting patients where a relative who is no longer a patient of the practice by virtue of their unacceptable behaviour resides, or being regularly confronted by the removed patient, may make it too difficult for the practice to continue to look after the whole family. This is particularly likely where the patient has been removed because of violence or threatening behaviour and keeping the other family members could put the practice team at risk.

Verbal/physical abuse towards staff will not be tolerated.

The Trust operates a Zero Tolerance Policy.

Our Equality and Diversity Policy protects staff against racial or sexual discrimination.