Legals & FAQs

Please email info@drgp.co.uk to raise a complaint or concern, you will receive acknowledgement within 7 days and a full response within 28 days.

As an authorised provider, DRGP Ltd will manage complaints properly, so user concerns are dealt with appropriately. Good complaint handling matters because it is an important way of ensuring our users receive the service they are entitled to expect.

DRGP’s Aims & Objectives

• We aim to provide a service that meets the needs of our service users, and we strive for a high standard of care;
• We welcome suggestions from service users and from our staff about the safety and quality of service, treatment and care we provide.
• We are committed to an effective and fair complaints system; and
• We support a culture of openness and willingness to learn from incidents, including complaints.

Everyone has the right to expect a positive experience and a good treatment outcome. In the event of concern or complaint, service users have a right to be listened to and to be treated with respect.

Complaints are also a valuable source of feedback; they provide an audit trail and can be an early warning of failures in service delivery. When handled well, complaints provide an opportunity to improve service and reputation.

COMPLAINTS PROCEDURE

DRGP Ltd aims to provide all patients with the highest standards of care and customer service. If we fail to achieve this, we listen carefully and respond to complaints swiftly acknowledging any mistakes and rectifying them so that we can make improvements to our service. The complaints full policy is made available to patients, their affected relative or a representative when they first raise concerns about any aspect of the service they have received. Email your complaint to info@drgp.co.uk

Your complaint letter or email should include

• Who or what has caused you concern
• When the event took place
• What action, if any, has already been taken
• What action you hope your complaint will achieve

There will be 3 stages to Provider’s complaints process:

• Stage 1 – Local resolution
• Stage 2 – Internal appeal
• Stage 3 – Independent external review.

If a complaint is made against a doctor at DRGP with regards to the management of a medical condition. The complaint will be passed on to the doctor concerned. They will acknowledge the complaint within 7 days. However they are likely to need to discuss this with their professional indemnity insurance company ( MDU, MPS or MDDUS). This can take time and the full response could be delayed depending on the time taken for the professional insurance company to respond.

Complaints about data/ privacy

In the event that your feel our service has not complied with the current data protection legislation, either in responding to your request or in our general processing of your personal information, please raise your concerns in the first instance in writing to the Director at the address or email address given above.

If you remain dissatisfied with our response you can contact the Information Commissioner’s Office at Wycliffe House, Water Lane, Wimslow, Cheshire SK9 5AF – Enquiry Line 0303 123 1113 or online at www.ico.gov.uk/concern

1. Payment is taken in full when booking the consultation. If additional costs arise such as an additional referral letter to see a specialist or for imaging, sick notes or fit to fly certificates, then an additional payment will be requested before the letter is issued.
2. You agree to be open and honest with us about previous medical problems, current medication you take and drug allergies you have.
3. You agree to provide us with a proof of identification e.g. Passport or driving license so we can confirm your identity for our records and prescribing policies.
4. You agree to be respectful to your clinician during the consultation
5. DRGP is a private GP telemedicine provider which charges a fee for its services. In accepting a consultation with a DRGP medical general practitioner you agree to pay for that practitioner’s time regardless of the outcome of the consultation
6. DRGP does not tolerate any abusive, aggressive or offensive behaviour directed towards any DRGP employee or practitioner. If we think that this is happening, then we may end your consultation and suspend you from using our service.
7. DRGP can only consult with the patient themselves or the parent or legal guardian of a child under 16. We cannot conduct a consultation about a relative or friend without their permission although we can give general health advice. The person must be in the UK at the time of the consultation or normally reside in the UK.
8. We will call you two times within the allocated time slot you picked, if the clinic has capacity, we may make a third attempt later in the day. There may be times when our clinician is running late because a previous patient needs more time due to complex or critical case, please be patient with us, we will call you as soon as we can. We will aim to call you within 1 hour of your allocated time even when clinics run late.
9. DRGP is not suitable for patients who are acutely unwell who should attend their local A&E or contact 999. Example of these conditions/symptoms are acute chest pain, severe shortness of breath, symptoms of stroke, acute visual loss, severe abdominal pain ,suspected sepsis, Acute confusion ,Seizures ,Rectal bleeding, Head injuries, Possible blood clots. This list is an example, other examples exist. If you continue to book an appointment with DRGP and present with an emergency condition, we will advise you to end the consultation and either call 999 or ask you to attend A&E. If you fail to follow our advice we are not liable if your condition deteriorates.
10. Our General practitioners are responsible for their own clinical practice and for the advice, investigation and treatment that they provide. They are regulated by the GMC and have annual appraisals and 5 yearly revalidations so they can remain on the national performers list.
11. DRGP is not liable for patients’ well-being outside of the services opening hours and does not provide an out of hours service. Currently we aim to operate Monday to Sunday 8am to 8pm but times may vary subject to availability of clinicians.
12. All patient details and records are kept in the strictest of confidence by by DRGP using our secure platform provider Semble. We share information only with other medical service providers involved directly in your care such as the laboratory or imaging centre doing your tests or specialists to whom you have requested referral. We will only share information with your own NHS GP if you consent to this. There are more details in our privacy policy.
13. Patients have the right to access their health records in line with the Data Protection Act 1998.
14. DRGP reserve the right to refuse access to our service to certain individuals such as those who are a) threatening or abusive b) request potentially addictive or controlled drugs, make unethical requests or refuse to pay for further treatments
15. There are limitations to remote consultations including prescribing. We cannot prescribe controlled drugs. A full list of controlled drugs can be viewed by visiting List of most commonly encountered drugs currently controlled under the misuse of drugs legislation - GOV.UK (www.gov.uk)
16. DRGP cannot accept responsibility for unobtainable telephone numbers or non receipt of emails. It is the patients responsibility to provide us with accurate contact details.
17. If DRGP initiates a treatment which requires follow up from either our own GP or another medical professional and you do not seek follow up then we are not liable for any negative outcome.
18. If DRGP prescribes a medication and you have an allergic reaction, you agree to notify a DRGP doctor or your own NHS doctor or seek urgent medical advice in A&E or by calling 111.
19. Whilst DRGP clinicians will advised you on common side effects, it is not possible to list every side effect or adverse problem with a treatment/ prescription. You agree to read the prescription leaflet and follow instructions supplied by the manufacturer of the medication.
20. DRGP can not refer you to NHS services such as a 2 week wait cancer referral or other NHS hospital services
21. There may be occasions where price changes are implemented and these can occur without warning. However, we will uphold the advertised price on the day of your booking.
22. DRGP can not make your NHS GP order diagnostic tests or refer you to an NHS specialist, we can write to them with suggestions, but they may not agree with our suggestion.
23. DRGP can not offer maternity care
24. DRGP can not offer palliative treatment
25. DRGP can treat the following conditions in normal circumstances. Whilst we can discuss other conditions we may not be able to treat or diagnose2 conditions outside of this list.

Common infections: Ear, nose, throat, sinus, chest, skin, urine & kidney infections

Skin conditions: Acne, eczema, folliculitis, scabies, rosacea, itchy scalp, psoriasis , ringworm & athletes foot

Mental health issues: Depression, anxiety, panic attacks, OCD & PTSD

Musculoskeletal problems: Gout, sciatica, carpal tunnel, tennis elbow, repetitive strain injuries , shoulder, knee, hip & lower back pain

Stomach & bowel problems: Acid reflux, constipation, haemorrhoids & IBS

Men’s health: Erectile dysfunction, prostate issues, & hair loss

Women’s health: Oral contraception, vaginal thrush, morning after pill, heavy periods, medications to delay periods, &HRT if appropriate

Neurological issues: Migraines, benign essential tremor & headaches

Eye conditions: Conjunctivitis& blepharitis

Heart conditions: High blood pressure and raised cholesterol

Respiratory conditions: Asthma and COPD

DISCLAIMER

DRGP has taken all reasonable steps to ensure that the information contained within these pages is accurate and up-to-date, and accepts no liability for any error or omissions appearing in this site.

We may alter the terms and conditions from time to time, so it is important for you to review them regularly. Your continued use of this website will constitute acceptance of any changes made.

It is our policy to inform patients in advance of what the charges are for all your services, treatments and investigations, and that these are offered with your full consent.

Our website contains general medical information. The medical information is not advice and should not be treated as such and is provided without any representations or warranties, express or implied.

You must not rely on the information on our website as an alternative to medical advice from your doctor or other medical professional.

DRGP makes all reasonable attempts to exclude viruses from the website, but we cannot guarantee that the website will be virus free and accept no liability in the unlikely event that the website is not virus free. Users are advised to take appropriate safeguards before downloading information from this website.

Our website contains hypertext links to third party websites. DRGP cannot provide any warranty to the accuracy or source of information contained on these websites.

By accessing our website and services, you accept the below terms and conditions in full. If you do not accept these terms and conditions, please do not use this site.

EMAIL ENQUIRIES AND COMMUNICATION

DRGP will make every effort to ensure that our internet protocols are secure. However, email is, by its nature, unsafe and DRGP will take no responsibility for transmitting data electronically.

If you request clinical information on our services, this will be transmitted back to your email address unless you explicitly request that we send this information to you via a different method, such as by post.

By sending us your details (including your health records), you consent and accept that we may need to forward this information electronically (or otherwise) to third parties if you ask us to do so (which you can do via email confirmation).

Upon registering with us, either electronically or in person (written) at the surgery, you will sign a consent form to give full permission for DRGP] to communicate with you via email for clinical as well as non clinical information containing your personal details.

DRGP will make every effort to ensure we have your correct and up to date email address for all communications, but as the user, it will be your responsibility to ensure that we have your correct email address on file for you. DRGP takes no responsibility for inaccurate non clinical information stored on your records.

If you do not want to be communicated with via email, it will be your responsibility to give DRGP written instructions not to communicate with you in this way.

Furthermore, Consent obtained via a confirmed verified email address will be used as explicit consent for your instructions (such as release of information to a third party).

PLEASE NOTE – We are always trying to improve our service. Hence any comments you write to us via our email service may be used on our website to improve feedback for our patients. This will be fully anonymised unless you give us explicit written instructions (even via email) to the contrary.

Fair Processing (Privacy) of Personal Data Notice

Your Information, Your Rights

Being transparent and providing accessible information to patients about how we will use your personal information is a key element of the Data Protection Act 1998 and the EU General Data Protection Regulations (GDPR).

The following notice reminds you of your rights in respect of the above legislation and how this GP Practice will use your information for lawful purposes in order to deliver your care and fulfill our legal obligations.

This notice reflects how we use information for:

• The management of patient records;
• Communication concerning your clinical care;
• Ensuring the quality of your care and the best clinical outcomes are achieved through clinical audit and retrospective review;

Data Controller

As your registered private GP provider, we are the data controller for any personal data that we hold about you. What information do we collect and use?

All personal data must be processed fairly and lawfully, whether is it received directly from you or from a third party in relation to the your care.

We will collect the following types of information from you or about you from a third party (provider organisation) engaged in the delivery of your care:

• ‘Personal data’ meaning any information relating to an individual that can be directly or indirectly identified from the data. This includes, but is not limited to, name, date of birth, address with postcode, telephone numbers and next of kin.
• ‘Sensitive data’ such as medical history including details of appointments and contact with you, medication, emergency appointments and admissions, clinical notes, treatments, results of investigations, supportive care arrangements, social care status, race, ethnic origin..

Your healthcare records contain information about your health and any treatment or care you have received previously from us at DRGP Ltd, but may also contain records from any health care provider that we have referred you to or that you have volunteered to give us to keep on file (e.g. from an acute hospital, NHS GP surgery, community care provider, mental health care provider, walk-in centre, social services or private provider). These records will be in electronic format – we do not keep paper copies of medical data at our office.

We use a combination of technologies and working practices to ensure that we keep your information secure and confidential.

Why do we collect this information?

As we are a Private surgery and not an NHS practice we are NOT routinely required to provide information to the health service in England in order to review performance, services and research or education.

However, we are required by law to notify the relevant authorities in the case of certain infectious diseases or very significant events that are in the interest of the public or vulnerable individuals. Information provided will always be anonymous whenever possible.

How do we use this information?

To ensure that you receive the best possible care, your records will be used to facilitate the care you receive. For example recording medication allergies on the patient record will help to prevent the wrong medication being prescribed. Information may also be used for internal clinical audit to monitor the quality of the service provided.

How is the information collected?

Your information will be collected initially via your registration form and a medical record created in your name on our electronic medical record. Your data is protected using state-of-the-art security, is fully backed up and highly encrypted.

Who will we share your information with?

We do not share your medical information with your NHS GP practice without your express consent, and unless this is required by statute or for compliance with the Good Medical Practice guide issued by the UK Geenral Medical Council.

However, in order to deliver and coordinate your healthcare, we may share information with the following organizations ONLY WITH YOUR CONSENT:

• Any private hospitals or clinics that you request us to refer you to.
• Your NHS GP Surgery if you request that we send them a copy of our records.
• Your information will only be shared if it is appropriate for the provision of your care or required to satisfy our statutory function and legal obligations.

Your information will not be transferred outside of the European Union.

Who do we receive information from?

Whilst we might share your information with the above organisations, we may also receive information from them to ensure that your medical records are kept up to date and so that we can provide the appropriate care.

How do we maintain the confidentiality of your records?

We are committed to protecting your privacy and will only use information that has been collected lawfully. Every member of staff who works for us has a legal obligation to keep information about you confidential. We maintain our duty of confidentiality by conducting annual training and awareness, ensuring access to personal data is limited to the appropriate staff and information is only shared with organisations and individuals that have a legitimate and legal basis for access.

Information is not held for longer than is necessary. We will hold your information in accordance with the Records Management Code of Practice for Health and Social Care 2016.

Consent and Objections

Do I need to give my consent?

The GDPR sets a high standard for consent. Consent means offering people genuine choice and control over how their data is used. When consent is used properly, it helps you build trust and enhance your reputation. However consent is only one potential lawful basis for processing information. Therefore a GP practice may not need to seek your explicit consent for every instance of processing and sharing your information, on the condition that the processing is carried out in accordance with this notice. DRGP Ltd will contact you if we are required to share your information for any other purpose which is not mentioned within this notice. Your consent will be documented within your electronic patient record.

What will happen if I withhold my consent or raise an objection?

You have the right to write to withdraw your consent to any time for any particular instance of processing, provided consent is the legal basis for the processing. Please contact DRGP for further information and to raise your objection.

Your Right of Access to Your Records

The Data Protection Act 1998 and General Data Protection Regulations allows you to find out what information is held about you including information held within your medical records, either in electronic or physical format. This is known as the ‘right of subject access’.

If you would like to have access to all or part of your records, you can make a request in writing to our email: drgp@drgp.co.uk or you may write to:

Dr Vimalendran Ratheesh (Director), DRGP ltd, Unit 4 Stirling Court way, Stirling way, Borehamwood, Herts, WD62FX