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Ivy Medical Group Complaints Leaflet

We have been made aware of fake text messages being received by patients claiming to offer the COVID-19 vaccination. We would like to inform our patients to be on guard for any messages that do not come from a trusted source or offer vaccination when not in key cohorts. If in doubt ring 119 or the vaccination teams for advice. The surgery does not undertake the recall process so please avoid calling the practice reception team regarding vaccination messages.

Alert

Fake Covid invitations

Over 70s COVID19 vaccinations available to our patients at the following link: https://www.swiftqueue.co.uk/nottinghamc19vpatient.php

COVID19 over 70s

Our practice is involved in COVID19 vaccinations for our vulnerable Care Home residents today (22nd of January 2020). As such our staff are deployed in supporting this vital work today. The practice is closed for urgent matters but full cover is provided for patients care needs by our fantastic NEMS team. Please call on 111 or through our numbers for divert for any urgent matters. We are always here for you. Booked activity will continue as planned. Thank you for your support at this challenging time

Care Home Vaccination program and urgent matters covered by NEMS

NHS Nottingham and Nottinghamshire CCG are now asking all over 80s who have not yet booked their vaccination, to do so.&nbsp;See our news section on how to book

Information on booking COVID vaccination if over the age of 80.

Information on local COVID19 vaccinations for over 80s can be found here: <a href="https://nottsccg.nhs.uk/ccg/covid-19-vaccinations-in-nottinghamshire-letters-being-sent-to-over-80s-look-out-for-yours/" rel="noopener noreferrer" target="_blank">https://nottsccg.nhs.uk/ccg/covid-19-vaccinations-in-nottinghamshire-letters-being-sent-to-over-80s-look-out-for-yours/</a>

COVID19 over 80s vaccinations

The NHS is now gearing up to vaccinate patients with the COVID19 vaccine. This is a joint effort with primary care and our health care community. Plans to vaccinate are currently being developed. Those patients eligible will be notified shortly and we kindly ask that rather than calling, patients await an update. We understand how important it is to be kept up to date and patients will be notified very soon.

COVID19 Vaccinations

Booking for Flu vaccinations for 50-64 year olds are underway at the practice. The program will commence after the 1st of December and we are calling patients to book at times to match vaccine deliveries. Our teams will be in touch with eligible patients very soon.&nbsp;

Flu 50-64yr olds

We are happy to announce that the Ivy Medical Group has been registered as a research ready organisation by the Royal College of General Practitioners. We will be helping support research in areas such as COVID and Long Term Conditions. We will update our patients on areas of research over the coming months.

Research Ready Practice

As we get into mid November we would like to remind our patients that if you are eligible for a flu vaccination please book in with our team. Please contact any of our surgeries to book in. We very much look forward to providing you with your flu protection.

Flu Campaign

Our flu clinics are now open for making your appointment. For all available dates please see information in our NEWS section. Please contact any of our surgeries to book in. We very much look forward to providing you with your flu protection

Flu clinic dates now available for booking

The practice is now commencing its 2020 Flu vaccination campaign. With Coronavirus it is very important to be protected from influenza this year so if you are eligible for the Flu vaccination please book in with our team. Our clinics are being held at our Burton Joyce and Lowdham surgeries for your convenience, and we are also now pleased to be able to offer our patients an appointment on a Saturday starting from Saturday 3 October, with more clinics to be added as we receive further supply of the flu vaccine

Practice Flu Vaccination Campaign for 2020

Due to Coronavirus, GP practices are working differently to protect staff and patients. Practices are working between the hours of 8.00am and 6.30pm but are using telephone, video and online consultations to hold appointments with patients. When you speak to your practice, they will decide whether you need a telephone/video or face to face appointment with your doctor/nurse. You may be asked to visit the practice if necessary

Covid-19 and primary care

If you or someone you live with develops symptoms of coronavirus, you can get an isolation note to send to your employer as proof you need to stay off work. Please use links below for advice and how to obtain an isolation note. You do not need to get a note from a GP. Please see <a href="https://www.nhs.uk/conditions/coronavirus-covid-19/self-isolation-advice/" rel="noopener noreferrer" target="_blank">https://www.nhs.uk/conditions/coronavirus-covid-19/self-isolation-advice</a> or <a href="https://111.nhs.uk/isolation-note/" rel="noopener noreferrer" target="_blank">https://111.nhs.uk/isolation-note</a>

COVID-19 Isolation Note

If you suspect you have Covid-19 symptoms please book a test at https://www.nhs.uk/conditions/coronavirus-covid-19/ or by calling 119.

Coronavirus Test and Treat

Data Protection Privacy Notice for Patients <h2>Introduction:</h2> This privacy notice lets you know what happens to any personal data that you give to us, or any that we may collect from or about you.This privacy notice applies to personal information processed by or on behalf of the practice. This Notice explains: <ul><li>Who we are, how we use your information and our Data Protection Officer</li><li>What kinds of personal information about you do we process?</li><li>What are the legal grounds for our processing of your personal information (including when we share it with others)?</li><li>What should you do if your personal information changes?</li><li>For how long your personal information is retained by us?</li><li>What are your rights under data protection laws?</li></ul> General Data Protection Regulation (GDPR) became law on 24th May 2016. This is a single EU-wide regulation on the protection of confidential and sensitive information. It enters into force in the UK on the 25th May 2018, repealing the Data Protection Act (1998).For the purpose of applicable data protection legislation (including but not limited to the General Data Protection Regulation (Regulation (EU) 2016/679) (the GDPR), and the Data Protection Act 2018 (currently in Bill format before Parliament) the practice responsible for your personal data is [The Ivy Medical Group].This Notice describes how we collect, use and process your personal data, and how, in doing so, we comply with our legal obligations to you. Your privacy is important to us, and we are committed to protecting and safeguarding your data privacy rights <h2>How we use your information and the law.</h2> The Ivy Medical Group will be what’s known as the ‘Controller’ of the personal data you provide to us.We collect basic personal data about you which does not include any special types of information or location-based information. This does however include name, address, contact details such as email and mobile number etc.We will also collect sensitive confidential data known as “special category personal data”, in the form of health information, religious belief (if required in a healthcare setting) ethnicity, and sex during the services we provide to you and or linked to your healthcare through other health providers or third parties. <h2>Why do we need your information?</h2> The health care professionals who provide you with care maintain records about your health and any treatment or care you have received previously (e.g. NHS Trust, GP Surgery, Walk-in clinic, etc.). These records help to provide you with the best possible healthcare.NHS health records may be electronic, on paper or a mixture of both, and we use a combination of working practices and technology to ensure that your information is kept confidential and secure. Records which the Practice hold about you may include the following information; <ul><li>Details about you, such as your address, carer, legal representative, emergency contact details</li><li>Any contact the surgery has had with you, such as appointments, clinic visits, emergency appointments, etc.</li><li>Notes and reports about your health</li><li>Details about your treatment and care</li><li>Results of investigations such as laboratory tests, x-rays etc</li><li>Relevant information from other health professionals, relatives or those who care for you</li></ul> Read more in our full Privacy Statement<a href="https://ivymedicalgroup.com/privacy" rel="noopener noreferrer" target="_blank">Read more in our full privacy statement which is available in our download section or click here...</a>

This privacy notice lets you know what happens to any personal data that you give to us, or any that we may collect from or about you.

Privacy Notice

<h2>Do You Look After Someone who is Ill, Frail, Disabled or Mentally Ill?</h2> We are interested in identifying carers, especially those people who may be caring without help or support. We know that carers are often “hidden” looking after a family member or helping a friend or neighbour with day to day tasks and may not see themselves as a carer.Caring for someone is an important and valuable role in the community, which is often a 24-hour job that can be very demanding and isolating for the carer. Carers should receive appropriate support by way of access to accurate information on a range of topics such as entitlement to benefits and respite care and not least, a listening ear when things get too much.As a Carer, you are also entitled to have your needs assessed by Adult Care Services. A Carer’s Assessment is a chance to talk about your needs as a carer and the possible ways help could be given. It also look at the needs of the person you care for. There is no charge for an assessment.The Practice’s CARERS CHAMPION is Carolynne Metcalf. Carolynne is one of our HCA’s and keeps up to date with the latest guidance and news for Carers. You can leave a message for her with Reception and she will get in touch or you can book an appointment to see her in her session on a Wednesday morning.<a href="https://ivymedicalgroup.com/carers" rel="noopener noreferrer" target="_blank">Read more information for Carers by clicking here...</a>

Information for Carer's from our Carer's Champion, Mrs Carolynne Metcalf.

Carer's Information

This summary describes the practices approach with private and non-NHS work.The Ivy Medical Group is a proud NHS provider of Primary Medical Services to our patients, free at the point of delivery and of the highest quality. There are some services, such as certain vaccinations and completion of medical reports and forms, which are chargeable as they do not fall under the terms of service of the NHS Standard Contract. <h2>What kinds of things are chargable?</h2> Examples of non-NHS services for which GPs can charge their NHS patients are:&nbsp; <ul><li>Accident/sickness insurance certificates</li><li>Certain travel vaccinations</li><li>Private medical insurance reports</li><li>HGV medicals</li></ul> Examples of non-NHS services for which GPs can charge other institutions are: <ul><li>Medical reports for an insurance company</li><li>Some reports for the DSS/Benefits Agency</li><li>Examinations for employment purposes</li></ul> <h2>How do I request non-NHS work and how much will it cost?</h2> If you require support with non-NHS / private work, please contact our medical secretaries. Fees for non-NHS / private work will always be quoted before work is undertaken.&nbsp; <h2>How long will non-NHS work take to complete?</h2> Please note that GPs are not obliged to do any of the above work, it will always take second place to clinical work. Time spent completing forms and preparing reports takes the GP away from the medical care of his or her patients.&nbsp;Please do not expect your GP to process forms overnight. You should expect the form(s) to take upto 4 weeks for the GP to complete and return. This includes simple certificates or GP signatures. When a doctor signs a certificate or completes a report, it is a condition of remaining on the Medical Register that they only sign what they know to be true. In order to complete even the simplest of forms, therefore, the doctor might have to check the patient's entire medical record.We will always try and complete administration requested by our patients as soon as possible but please be aware that it may take up to 28 days. We would like to thank our patients for their understanding with this process.

This summary describes the practices approach with private and non-NHS work.

Non-NHS / Private Work

It’s that time of year again when we are pleased to invite our eligible patients to book into our flu clinics for their free flu jab.&nbsp;Our clinics are being held at our Burton Joyce and Lowdham surgeries for your convenience, and we are also now pleased to be able to offer our patients an appointment on a Saturday starting from Saturday 3 October, with more clinics to be added as we receive further supply of the flu vaccine.&nbsp;As you can imagine we are anticipating a larger number of patients to have their flu jab this year, and with the Government announcing their extension of the flu programme to include household family members of those patients classified as clinically vulnerable, we are stepping up our clinic capacity to match the demand, and sincerely hope you choose us for your flu protection.&nbsp;You will find further details of the groups now eligible for their flu vaccination by checking our <a href="https://ivymedicalgroup.com/flu" rel="noopener noreferrer" target="_blank">general flu information page</a> on the website, but in the meantime, we wish to reassure you that every effort is being made to plan your flu appointment so this is as safe as can be.&nbsp;Our aim is to operate a one patient in, one patient out system, so we would ask you to assist us by dressing according to the weather, and wherever possible walking to our surgery to help minimise vehicle congestion.&nbsp;To save time on the day of your appointment, look out for details appearing on our website during September of the vaccination itself, as we will try to minimise the need to hand leaflets out to patients on the day.Finally, we will be sending out a reminder to patients by text to book their flu jab and the team at Ivy eagerly await your calls…..so get booking.&nbsp;You can call any of our surgeries to book your appointment, however if you wish us to book an appointment for you, we can do so by replying to your text with “BOOK”.&nbsp;We will automatically generate an appointment for you and send you a text message confirming this.&nbsp;If this appointment is not convenient, please telephone in the afternoon so our reception team can rearrange this for you.

Practice Flu Vaccination Campaign 2020

Flu Vaccination 2020

<h2>Out of hours Care</h2>For patients that require primary care outside of core hours this medical care is provided by Nottingham Emergency Medical Services. You can access out of hours primary care by contacting our phone number which will be diverted to out of hours care or by calling 111. Emergency services are available on 999 for medical emergencies such as chest pain or acute shortness of breath. AE care is provided at Nottingham University Hospital, Queens Medical Centre site. <h2>Visit your local pharmacy</h2>If you need advice for minor health problems you can speak to your pharmacist for on-the-spot advice and remedies for a wide range of problems such as stomach upsets, coughs and colds, cystitis and emergency contraception. <h2>Walk-in Centre</h2>There are two walk in centres in Nottingham which can deal with minor illness and injury. Details are available here.Please note that these are nurse led and usually there are no doctors at these sites. If you think you may need a prescription or see a doctor then you may be better off waiting until the practice reopens or dialling 111. <h2>Serious Illness and Major Accident</h2>In case of serious illness or major accident dial 999 or attend the nearest A&amp;E. The nearest accident and emergency to the practice isQueen’s Medical Centre CampusDerby RoadNottinghamNG7 2UH <h2>Access to NHS Dentistry</h2>However, if you need urgent dental care, help is at hand:CALL your dental practice:They will give you advice over the telephone and make arrangements for you if you need to be seen.If you don’t have a dentist, find your nearest dentist and CALL them. You can search for your nearest dentist at: <a href="https://www.nhs.uk/service-search/find-a-dentist" rel="noopener noreferrer" target="_blank">https://www.nhs.uk/service-search/find-a-dentist</a>You can also contact NHS 111:You can ask for a translator if you need one.NHS 111 is available 24 hours a day, 7 days a week&nbsp;If you’re deaf, you can:use the NHS 111 British Sign Language service https://interpreternow.co.uk/nhs111&nbsp;orcall 18001 111 on a textphoneDo not worry if you have COVID-19 symptoms, appropriate arrangements can be made to see you if you need urgent dental care.

Information outlining how to access out of hours care in Nottingham.

Out of Hours Care

Our clinical team aim to provide the very best care we can and the best location to allow us to do so is at the surgery. Our practice site has the best facilities for assessing your medical condition including the correct examination facilities as well as medical equipment needed to make an accurate assessment. For this reason we encourage our patients to attend our surgery sites where ever possible.We understand that in some circumstances patients are not able to attend the surgery because: <ul><li>Your medical condition may mean that transportation would result in a significant deterioration in your medical condition</li><li>Your condition means that you are fully house bound at all times.</li></ul> In these circumstances we provide a home visiting service. If you need a home visit please contact our practice before 10:00 am. On your request one of our clinicians may call you back to triage your home visit request. The clinician may be able to address your medical needs via this triage call or may choose to visit you at home. The clinician will also decide on the urgency of your home visit and urgent medical issues may require a 999 response. If you are significantly unwell or have chest pain then please call 999 for immediate medical attention. You may be visited by a community nurse or health visitor if your care is best addressed by our community team.We can not provide a home visiting service in situations where transport is the primary issue. This is because we must ensure our clinical team are addressing conditions based on medical need. NHS resources are limited and we appreciate the assistance of our patients to use our medical team in the most effective way possible.

Our home visiting policy

Home Visits

<h2>Our feedback and complaints policy</h2> At the Ivy Medical Group we aim to offer the very best service we can to our patients. Our staff work to deliver the very highest quality of care. In order to make our service better we greatly value patient feedback. If you would like to provide feedback on our services please contact our practice team. Our patient participation group meets regularly to ensure patients have a strong voice in the services we deliver.We recognise that on occasion patients may feel that we have not reached our usual high standards with regards to the care we provide and our services. In these rare situations we encourage patients to bring these issues to our attention. We welcome informal complaints and in many cases a response from our senior team can address any concerns patients may have. This also allows us to improve our services for the future. Our practice follows the NHS Complaints procedure and we fully investigate any complaint made to the practice. Making a complaint does not affect negatively the care your receive and we treat all complaints fairly and transparently with the aim of learning from all investigations to make our service better. <h2>The NHS Complaints Procedure</h2> If you would like to raise a complaint please contact our reception team to raise a local complaint. A practice level complaint is often the fastest and most responsive way to address patient complaints. Our practice manager will recieve practice level complaints and will instigate an investigation. We will respond to you within three days to acknowledge your complaint and agree a way forward. <h2>What if I'm not happy?</h2> If after full investigation at the practice you are unhappy with the process or the outcome you may approach the Parliamentary and Health Service Ombudsman. The Ombudsman is the final recourse within the NHS Complaints process. It is a free and independent service which may only look at and/or investigate complaints where all opportunities for local resolution have been thoroughly pursued and there is still an outstanding issue to be addressed. <h2>Where can I find out more?</h2> To learn about how to provide positive feedback or raise an informal or formal complaint please contact our practice manager. Further information on our complaints procedure is available in the practice with both an opportunity to speak to our staff or to collect written information.

Feedback

Feedback and Complaints

The Ivy Medical Group is delighted to announce new services available to our patients including Physiotherapy and Clinical Pharmacy support of safe use of Medications. We hope our patients will find these services to be very valuable in managing their health and move us to a proactive approach aiming for the best in class care for our population.<h1>Clinical Pharmacists</h1>Working without PCN, Arrow Health, our practice are delighted to announce the availability of advanced services to our patients. We are happy to announce that our patients will be supported with medication management by our Clinical Pharmacists. Mr MIlan Patel is providing advanced medicines management services for our patients which includes review medications to ensure they are appropriate and safe as well as proactively monitoring patients on higher risk medications and on those with lots of medications. Milan will also be undertaking actions to adjust medications with the latest research and bulletins to ensure we keep our patients safe on their treatments. We would also like to welcome Briony Leighton who is a specialist Clinical Pharmacist for patients in care homes. Briony will be joining our clinicians in weekly reviews and ward rounds for our care homes to ensure our patients are safe and have the very best in medical care.Here is a message from Milan:<blockquote>"My name is Milan and I am the Primary Care Network (PCN) clinical pharmacist that will be working across IVY Medical Group and Plains View Surgery. I will be working as part of the multi-disciplinary team to meet the needs of patients and provide my expertise with any medicine related queries. I have over 15 years of experience as a practicing Pharmacist and last year I acquired my independent prescribing qualification.&nbsp;My role is to support patients and the practice by carrying out structured medication reviews for patients on long term conditions and the other areas set out by the NHS England. As part of my responsibilities I will also be supporting the practices to adopt a patient safety theme to promote safe prescribing. The purpose of having a clinical pharmacist in GP practice is to help with any medicines related queries, help with minor ailments, carry out reviews and practice audits and free up time for GPs to see patients that have complex issues or comorbidities. I am looking forward to helping the teams at Ivy and Plains and improve the patient experience by answering any medicines related queries or prescription queries."</blockquote>Milan will be with us at the practice on Tuesdays mainly and Briony will be with us on Tuesday afternoons to support our care home reviews.<h1>First Contact Physiotherapist</h1>Working with our PCN, Arrow Health, we are delighted to welcome Mr Gurpal Matharu to our team. Gurpal is a highly trained First Contact Physio and will be working with us on Mondays. He is directly bookable by our patients for musculoskeletal problems and will be able to provide one for the most comprehensive musculoskeletal assessments available.The role of First Contact Physiotherapists (FCPs) in Primary Care is to assess patients with soft tissue, muscle and joint pain and to decide on the most appropriate management pathway. FCPs are physiotherapists with expertise in the assessment and management of Musculoskeletal (MSK) conditions.&nbsp;Here is a message from Gurpal:<blockquote>"Hi, I’m the First Contact Physiotherapist (FCP). I have almost ten years of experience assessing and treating musculoskeletal (MSK) conditions across hospitals and clinics up and down the UK. I’m here for your MSK needs; whether it be a painful back/neck, a new injury or even something that has been bothering you for a while and starting to affect your day-to-day tasks. My role will be to expertly assess and refer you on to the service that suits you best. Or it might even be something which will clear up with a few simple exercises and time!"</blockquote>Gurpal will be available on Mondays to book appointments for patients with Musculoskeletal problems.

Practice Services

Advanced Services

<h2>Healthcare Assistant vacancy</h2>We are looking for an enthusiastic and caring person with previous phlebotomy or HCA experience to join our friendly and hardworking clinical team based in, Burton Joyce and Lowdham, Nottingham.The role is required for a either a full time position or two part time positions over 5 days. The scope and nature of the HCA's responsibilities may vary depending on the individual needs of the practice at any time, therefore, having a flexible approach is crucial.Venepuncture is an essential part of the role, therefore experience in this area is crucial.<h2>Main duties of the job</h2>The ideal candidate will have a range of HCA skills including venepuncture, ECGs, urinalysis, blood pressure and pulse observations, NHS health checks and lifestyle advice.We are looking for someone who is willing to develop their skills to include vaccinations, basic wound care and training in LTC management.<h2>About us</h2>Practice Summary:<ul><li>Well established GP practice serving 7,200 patients, located in Burton Joyce and Lowdham</li><li>Part of Arrow PCN</li><li>Rated good by CQC in June 2017</li><li>Clinical team comprising of one GP Partner, four GP’s and two Practice Nurses</li><li>Clinical system SystmOne</li></ul> If you are interested in applying for this vacancy, please use the link below:<a href="https://beta.jobs.nhs.uk/candidate/jobadvert/A3721-21-2329" rel="noopener noreferrer" target="_blank">https://beta.jobs.nhs.uk/candidate/jobadvert/A3721-21-2329</a>

Published	Title	Actions
Monday, December 14, 2020	Ivy Medical Group Complaints Leaflet
Friday, August 28, 2020	Information For Carers
Friday, August 28, 2020	New Patient Registration Form
Monday, August 24, 2020	Data Protection Privacy Notice for Patients
Tuesday, September 15, 2020	NHS Constitution

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