Vale Drive Primary Care Centre is located on Vale Drive in Barnet.  There are parking bays on both sides of the road available for patients to use. There are parking restrictions between 2pm – 3pm but there are ‘pay by phone’ bays available for use during this time.

There is ramp access to the building and there are lifts up to the 1st floor should the clinician you are seeing be using a room on this floor.

Talk to us

Every patient has the right to make a complaint about the treatment or care they have received at Longrove Surgery.

We understand that we may not always get everything right and, by telling us about the problem you have encountered, we will be able to improve our services and patient experience.

Who to talk to

Most complaints can be resolved at a local level. Please speak to a member of staff if you have a concern and they will assist you where possible.  A complaint can be made verbally or in writing.  A complaints form is available from reception. Alternatively, ask to speak to the Reception Manager, but note this may need to be a booked appointment.

If for any reason you do not want to speak to a member of our staff, then you can request that the Integrated Care Board (ICB) investigates your complaint. They will contact us on your behalf:

NCL ICB

Complaints Team

2^nd Floor, Laycock PDC

Laycock Street, London, N1 1TH

Nclicb.complaints@nhs.net

Time frames for complaints

The time constraint on bringing a complaint is 12 months from the occurrence giving rise to the complaint, or 12 months from the time you become aware of the matter about which you wish to complain.

The complaints manager will respond to within three business days to acknowledge your complaint.

We will aim to investigate and provide you with the findings as soon as we can and will provide regular updates regarding the investigation of your complaint.

Investigating complaints

We will investigate all complaints effectively and in conjunction with extant legislation and guidance.

Confidentiality

We will ensure that all complaints are investigated with the utmost confidentiality and that any documents are held separately from the patient’s healthcare record.

Third party complaints

We allow third parties to make a complaint on behalf of a patient. The patient must provide consent for them to do so.  A third-party patient complaint form is available from reception.

Final response

We will issue a final formal response to all complainants which will provide full details and the outcome of the complaint. We will liaise with you about the progress of any complaint.

Advocacy support

• POhWER support centre can be contacted via 0300 456 2370
• Advocacy People gives advocacy support on 0330 440 9000
• Age UK on 0800 055 6112
• Local Council can give advice on local advocacy services
• Other advocates and links can be found on this PHSO webpage

Further action

If you are dissatisfied with the outcome of your complaint from either NCL ICB or this organisation, then you can escalate your complaint to Parliamentary Health Service Ombudsman (PHSO) at either:

Milbank Tower, Milbank

LONDON

SW1P 4QP

Citygate, Mosley Street

MANCHESTER

Your Data Matters to the NHS

Information about your health and care helps us to improve your individual care, speed up diagnosis, plan your local services and research new treatments. The NHS is committed to keeping patient information safe and always being clear about how it is used.

Patient Leaflet

How your data is used

Information about your individual care such as treatment and diagnoses is collected about you whenever you use health and care services. It is also used to help us and other organisations for research and planning such as research into new treatments, deciding where to put GP clinics and planning for the number of doctors and nurses in your local hospital.

It is only used in this way when there is a clear legal basis to use the information to help improve health and care for you, your family and future generations.

Wherever possible we try to use data that does not identify you, but sometimes it is necessary to use your confidential patient information.

You have a choice

You do not need to do anything if you are happy about how your information is used. If you do not want your confidential patient information to be used for research and planning, you can choose to opt out securely online or through a telephone service. You can change your mind about your choice at any time.

Will choosing this opt-out affect your care and treatment?

No, choosing to opt out will not affect how information is used to support your care and treatment. You will still be invited for screening services, such as screenings for bowel cancer.

What do you need to do?

If you are happy for your confidential patient information to be used for research and planning, you do not need to do anything.

FIND OUT MORE

Longrove Surgery for the year ended 31 March 2021

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

The average pay for GPs who worked for six months or more in
Longrove Surgery in the last financial year was £53,058 before Tax and
National Insurance. This is for 2 full-time GP’s, 6 part-time GP’s and 3
locum GP’s

March 2022

Privacy Notice – Confidentiality & Medical Records

• Research Active Statement
• General Practice Transparency Notice for GPES Data for Pandemic Planning and Research (COVID-19)

FIND OUT MORE

The practice complies with 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 the 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 Health Board and 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.

Reception and administration staff require access to your medical records in order to do their jobs. These members of staff are bound by the same rules of confidentiality as the medical staff.

Data Protection Impact Assessments are available upon request in writing from the practice by writing to the Practice Manager. Please note due to confidentiality and Data protection, some or all parts of the document may be redacted to safeguard individuals, businesses or other organisations from harm or identification.

Freedom of Information

Information about the General Practitioner and the practice required for disclosure under this act can be made available to the public. All requests for such information should be made to the practice manager.

Access to Records

In accordance with the Data Protection Act 1998 and Access to Health Records Act, patients may request to see their medical records. Such requests should be made through the practice manager and may be subject to an administration charge. No information will be released without the patient consent unless we are legally obliged to do so.

Violence Policy

The NHS operate a zero tolerance policy with regard to violence and abuse and the practice has the right to remove violent patients from the list with immediate effect in order to safeguard practice staff, patients and other persons. Violence in this context includes actual or threatened physical violence or verbal abuse which leads to fear for a person’s safety. In this situation we will notify the patient in writing of their removal from the list and record in the patient’s medical records the fact of the removal and the circumstances leading to it.

Full Privacy Notice 

Longrove surgery was a purpose built building 27 years ago in a residential area.

Disabled access on the ground floor via permanent ramp and automatic door.

Ground floor has the reception/ notes area, waiting room, patient toilet and disabled toilet, 4 consulting room, 1 treatment room, 2 admin rooms.

The first floor has 3 consulting room, 1 treatment room, secretarial room, practice mangers room, kitchen, staff room and staff toilet.

Aims

1. To provide equitable access to all our patients
2. To provide the best quality service to our patients within a confidential and safe environment.
3. To show our patients courtesy, dignity and respect at all times irrespective of ethnic origin, religious belief, personal attributes or the nature of their health problem.
4. To involve our patients in decisions regarding their treatment.
5. To listen to what our patients tell us
6. Allow our patients open lines of communication
7. To encourage our patients to get involved in the practice through an annual survey and encouragement to comment on the care they receive.
8. To involve allied healthcare professionals in the care of our patients where it is in their best interests.
9. Promote continuous learning and development across the practice
10. To ensure that all members of the team have the right skills and training to carry out their duties competently
11. To promote good health and well being to our patients through education and information.
12. Provide a clean & safe environment by infection control management and effective risk assessment

Service Type

Provider of GP Consultations & Treatments/Provider of Nurse Consultations & Treatments.

We provide services to our registered patient population and operate an open list for patients needing temporary services whilst in our catchment area.

The Practice works under a PMS (Personal Medical Services Contract) and provides the following NHS services.

Appointments on the day and in advance

• 10 & 15 minute appointment slots
• Urgent Access and Minor illness clinic
• Telephone consultations & Duty Doctor.

Management of long term conditions, Diabetes, COPD, Asthma, Hypertension, Heart Disease & Stroke. Learning Disability Heath Checks, Palliative Care and Maternity Services

Regulated activities

Diagnostic & Screening Procedures @ location Id 1-540192880

Family Planning @ location 1-540192880

Maternity & Midwifery Services @ location 1-540192880

Surgical Procedure @location 1-540192880

Treatment of disease, disorder or injury @location 1-540192880

Your Summary Care Record will contain important information about any medicines you are taking, allergies you suffer from and any bad reactions to medicines that you have had.

Giving healthcare staff access to this information can prevent mistakes being made when caring for you in an emergency or when your GP practice is closed.

Your Summary Care Record will also include your name, address, date of birth and your unique NHS Number to help identify you correctly.

You may want to add other details about your care to your Summary Care Record. This will only happen if you ask for the information to be included. You should discuss your wishes with the healthcare staff treating you.

Click here to view a leaflet containing more information.

You can choose not to have a Summary Care Record. You need to let your GP practice know by filling in and returning an opt-out form.

Click here to download an opt-out form.

Please help us to help you but keeping your number up to date.  Please inform reception if you would like us to send you these text or if you would like to opt out (if you opt out you wont receive any reminders about appointments by text message)

New Data Protection Regulations from May 2018 (GDPR)

Under the new data protection regulations introduced from 25th May 2018, we will continue to contact patients via text messages regarding the delivery of care if they have provided consent to do so.

If practices are sending messages about recommended treatment for the management of a specific health issue, then this is defined as providing appropriate care for patients, not marketing purposes.

If you would like to opt out of any future contact via text messaging, then please complete the form and indicate in the marked section.

TEXT MESSAGE AND EMAIL CONSENT FORM