Accessibility statement for The Manor Park Practice

This website is run by The Manor Park Practice. We want as many people as possible to be able to use this website. For example, that means you should be able to:

• zoom in up to 300% without the text spilling off the screen
• navigate most of the website using just a keyboard
• navigate most of the website using speech recognition software
• listen to most of the website using a screen reader (including the most recent versions of JAWS, NVDA and VoiceOver)

We’ve also made the website text as simple as possible to understand.

AbilityNet has advice on making your device easier to use if you have a disability.

How accessible this website is

The majority of this website is fully accessible.

We know some parts of this website are not fully accessible:

• you cannot modify the line height or spacing of text
• except when using tools such as High Contrast in Google Chrome, you cannot change the font colour
• there may be some PDF, Word, Excel, PowerPoint or Publisher documents which haven’t been designed for accessibility
• images, which contain text, may not have a text alternative, so people using a screen reader cannot access the information
• you cannot skip to the main content when using a screen reader
• content in tables, used to format text, may not be suitably formatted for screen readers
• some widgets, outside editing control, may fail permitted contrast ratios
• some content is embedded in our website, such as maps and videos, and you cannot easily scale these on screen

What to do if you cannot access parts of this website

If you need information on this website in a different format, such as accessible PDF, large print, easy read, audio recording or braille:

• call the surgery on 020 8478 0533
• call into the surgery

We’ll consider your request and get back to you within 7 days.

Reporting accessibility problems with this website

We’re always looking to improve the accessibility of this website.

If you find any problems not listed on this page, or think we’re not meeting accessibility requirements, please contact us as above.

Enforcement procedure

The Equality and Human Rights Commission (EHRC) is responsible for enforcing the Public Sector Bodies (Websites and Mobile Applications) (No. 2) Accessibility Regulations 2018 (the ‘accessibility regulations’). If you’re not happy with how we respond to your complaint, contact the Equality Advisory and Support Service (EASS).

Technical information about this website’s accessibility

The Manor Park Practice is committed to making its website accessible, in accordance with the Public Sector Bodies (Websites and Mobile Applications) (No. 2) Accessibility Regulations 2018.

This website is partially compliant with the Web Content Accessibility Guidelines version 2.1 AA standard, due to the non-compliances listed below.

Issues with technology

The vast majority of our website works correctly on any web technology.

How our site looks and works is based on HTML5, and we test for, and support, the following browsers:

• Microsoft Edge (versions in support)
• Google Chrome (versions in support)
• Mozilla Firefox (versions in support)
• Apple Safari (versions in support)
• Opera (versions in support)

You may experience unexpected behaviour in other browsers.

Keyboard Support

The desktop version of this website can be navigated by using a keyboard with the following browsers:

• Microsoft Edge (versions in support)
• Google Chrome (versions in support)
• Mozilla Firefox (versions in support)
• Apple Safari (versions in support)
• Opera (versions in support)

To navigate using the keyboard, press:

• [Tab] to move to the navigation bar, then left to right along the navigation bar
• [Shift][Tab] to move right to left along the navigation bar

Note: If you find the [Tab] movement stops at the first navigation option please try to refresh your browser with [Ctrl][F5] as you may have a pre-updated (cached) version of the page loaded.

Firefox users, using Apple PCs and Laptops, may need to enable the [Tab] key in order to navigate using [Tab] properly. This can be found under System Preferences > Keyboard > Shortcuts (tab), then check Use keyboard navigation to move focus between controls.

Safari users will need to enable the [Tab] key in order to navigate using [Tab] key properly. This can be found under Advanced Settings, then check Press Tab to highlight each item on a webpage.

Non accessible content

The content listed below is non-accessible for the following reasons:

Issues with PDFs and other documents

Some of our PDF and Word documents are not able to comply with the requirements of the web accessibility standard. Where we create new PDFs, we use the PDF/A standard which is more accessible.

See the Content Management section below for details how we intend to check PDF and other documents to ensure they meet WCAG 2.1 AA Success Criterions; 1.1.1 (Non-text Content), 1.4.1 (Use of Colour), 1.4.3 (Contrast – Minimum), 1.4.5 (Images of Text), 2.4.3 (Focus Order), 2.4.6 (Headings and Labels), 3.2.4 (Consistent Identification). This might exclude documents published before 23 September 2018, where they’re not essential to providing our services.

Contrast Ratios not meeting requirements

Contrast Ratios, throughout the website, should meet WCAG 2.1 AA Success Criterion 1.4.3: Contrast (Minimum), however some widgets, outside Practice editing control, may fail permitted contrast ratios. Our supplier will contact any suppliers where this issue is identified.

Tables used to format text

Some tables are used to format text however they do not always work well with screen readers. See the Content Management section below for details how we intend to check tables to ensure they meet WCAG 2.1 AA Success Criterion 1.3.1 Info and Relationships.

Non compliance with the accessibility regulations

Some images, which contain text, may not have a text alternative, so people using a screen reader cannot access the information. This fails WCAG 2.1 success criterion 1.1.1 (non-text content). See the Content Management section below for details how we intend to check images to ensure they are of an accessible standard.

Content Management

It should be noted that practice staff are able to add content to this website using a Content Management system. Whilst every effort is made to add WCAG 2.1 AA complaint content, this might not always be possible due to lack of website accessibility experience. Therefore it is possible some documents may not be accessible, links may be added that are not meaningful, new layout tables may not read properly using a screen reader, and there may be new images added which contain text. Our website is reviewed annually either by practice staff, our supplier, or by a third party. The testing body is noted in the How we tested this website section below.

Disproportionate burden

We do not consider any elements to be a disproportionate burden at present as we understand WCAG 2.1 AA. Should any come to light, we will update this section.

Content that’s not within the scope of the accessibility regulations

PDFs and other documents

Many of our older PDFs and Word documents do not meet accessibility standards. For example, they may not be structured so they’re accessible to a screen reader.

Some of our PDFs and Word documents are essential to providing our services. For example, we might have PDFs with information on how users can access our services, and forms published as Word documents. See the Content Management section above for details how we intend to check PDF documents.

The accessibility regulations do not require us to check and amend PDFs or other documents published before 23 September 2018 if they’re not essential to providing our services.

How we tested this website

This website was last tested on 25/11/2022.

We tested:

• our main website platform, available at themanorparkpractice.nhs.uk

The test was carried out using:

• Pope Tech – WAVE Web Accessibility Evaluation Tool
• Level Access – Web accessibility
• Manual checks, including using screen reader Google Select and Speak within Google Chrome were also carried out.

What we’re doing to improve accessibility

We are actively looking to improve the accessibility on our website.

The improvements below have been identified on our current work schedule:

• Identify and correct any text in images (Annually)
• Identify and convert any essential pdf documents (Annually)
• Identify and convert any essential non-pdf documents (Annually)
• Identify and convert any tables used to format text that do not work successfully with a screen reader (Annually)

This statement was prepared on 23/9/2019. It was last updated on 25/11/2022.

Below is our list of services that require private charges payable by a patient or insurance company.

• Certificate of fitness (short report)
• Holiday Cancellation Certificate/Form
• Insurance Claim Form for Illness
• Insurance Companies’ Report
• Fitness to Travel
• Occupational Health Report (no exam)
• Occupational Report and Exam
• Ofsted Childminding Form/Teachers Forms
• Private Sickness Certificate/Letter
• Taxi Driver/Racing/Diving/Elderly Driver Medical for DVLA

Some travel vaccinations are free of charge under the NHS. Some are not and are charged privately. Please ask reception for further information.

Fees may change without notice. Please enquire with reception and current fees will be provided.

What is PALS (Patient Advice and Liaison Service)?

The Patient Advice and Liaison Service (PALS) offers confidential advice, support and information on health-related matters. They provide a point of contact for patients, their families and their carers.

Patient Advisory Liaison Service (PALS) Second Floor, Clifton House, 75-77 Worship Street, London, EC2A 2DU. Telephone 020 7059 6733.

Please see this NHS page on Patient Advice

We understand how important it is to keep your personal information safe and secure and we take this very seriously. We have taken steps to make sure your personal information is looked after in the best possible way and we review this regularly.

Please read this privacy notice (‘Privacy Notice’) carefully, as it contains important information about how we use the personal and healthcare information we collect on your behalf.

Why we are providing this Privacy Notice

We are required to provide you with this Privacy Notice by Law. It explains how we use the personal and healthcare information we collect, store and hold about you. If you are unclear about how we process or use your personal and healthcare information, or you have any questions about this Privacy Notice or any other issue regarding your personal and healthcare information, then please do contact our Data Protection Officer (details below).

The Law says:

1. we must let you know why we collect personal and healthcare information about you;
2. we must let you know how we use any personal and/or healthcare information we hold on you;
3. we need to inform you in respect of what we do with it;
4. we need to tell you about who we share it with or pass it on to and why; and
5. we need to let you know how long we can keep it for.

2. The Data Protection Officer

The Data Protection Officer at the Surgery is Zahid Karim. You can contact practice manager at The Manor Park Practice if:

You have any questions about how your information is being held;

• if you require access to your information or if you wish to make a change to your information;
• if you wish to make a complaint about anything to do with the personal and healthcare information we hold about you;
• or any other query relating to this Policy and your rights as a patient.

3. About Us

We are the Data Controller of your information. This means we are responsible for collecting, storing and handling your personal and healthcare information when you register with us as a patient.

There may be times where we also process your information. That means we use it for a particular purpose and, therefore, on those occasions we may also be Data Processors. The purposes for which we use your information are set out in this Privacy Notice.

4. Information we collect from you

The information we collect from you will include:

1. your contact details (such as your name and email address, including place of work and work contact details);
2. details and contact numbers of your next of kin;
3. your age range, gender, ethnicity;
4. details in relation to your medical history;
5. the reason for your visit to the Surgery;
6. medical notes and details of diagnosis and consultations with our GPs and other health professionals within the Surgery involved in your direct healthcare.

5. Information about you from others

We also collect personal information about you when it is sent to us from the following:

1. a hospital, a consultant or any other medical or healthcare professional, or any other person involved with your general healthcare.

6. Your Summary Care Record

Your summary care record is an electronic record of your healthcare history (and other relevant personal information) held on a national healthcare records database provided and facilitated by NHS England.

This record may be shared with other healthcare professionals and additions to this record may also be made by relevant healthcare professionals and organisations involved in your direct healthcare.

You may have the right to demand that this record is not shared with anyone who is not involved in the provision of your direct healthcare. If you wish to enquire further as to your rights in respect of not sharing information on this record then please contact our Data Protection Officer.

To find out more about the wider use of confidential personal information and to register your choice to opt out if you do not want your data to be used in this way, please visit NHS.uk – Your NHS Data Matters.

Note if you do choose to opt out, you can still consent to your data being used for specific purposes. However, if you are happy with this use of information you do not need to do anything. You may however change your choice at any time.

7. Who we may provide your personal information to, and why

Whenever you use a health or care service, such as attending Accident & Emergency or using Community Care Services, important information about you is collected to help ensure you get the best possible care and treatment. This information may be passed to other approved organisations where there is a legal basis, to help with planning services, improving care, research into developing new treatments and preventing illness. All of this helps in proving better care to you and your family and future generations. However, as explained in this privacy notice, confidential information about your health and care is only used in this way where allowed by law and would never be used for any other purpose without your clear and explicit consent.

We may pass your personal information on to the following people or organisations, because these organisations may require your information to assist them in the provision of your direct healthcare needs. It, therefore, may be important for them to be able to access your information in order to ensure they may properly deliver their services to you:

1. hospital professionals (such as doctors, consultants, nurses, etc);
2. other GPs/Doctors;
3. pharmacists;
4. nurses and other healthcare professionals;
5. dentists;
6. any other person that is involved in providing services related to your general healthcare, including mental health professionals.

8. Other people who we provide your information to

1. Commissioners;
2. Clinical Commissioning Groups;
3. Local authorities;
4. Community health services;
5. For the purposes of complying with the law e.g. Police, Solicitors, Insurance Companies;
6. Anyone you have given your consent to, to view or receive your record, or part of your record
   Please note, if you give another person or organisation consent to access your record we will need to contact you to verify your consent before we release that record. It is important that you are clear and understand how much and what aspects of, your record you give consent to be disclosed
7. Extended Access – we provide extended access services to our patients which means you can access medical services outside of our normal working hours. In order to provide you with this service, we have formal arrangements in place with the Clinical Commissioning Group and with other practices whereby certain key “hub” practices offer this service on our behalf for you as a patient to access outside of our opening hours. This means, those key “hub” practices will have to have access to your medical record to be able to offer you the service. Please note to ensure that those practices comply with the law and to protect the use of your information, we have very robust data sharing agreements and other clear arrangements in place to ensure your data is always protected and used for those purposes only.
8. Data Extraction by the Clinical Commissioning Group – the clinical Commissioning group at times extracts medical information about you, but the information we pass to them via our computer systems cannot identify you to them. This information only refers to you by way of a code that only your practice can identify (it is pseudo-anonymised). This therefore protects you from anyone who may have access to this information at the Clinical Commissioning Group from ever identifying you as a result of seeing the medical information and we will never give them the information that would enable them to do this.

9. Anonymised Information

Sometimes we may provide information about you in an anonymised form. If we do so, then none of the information we provide to any other party will identify you as an individual and cannot be traced back to you.

10. Your rights as a patient

The Law gives you certain rights to your personal and healthcare information that we hold, as set out below:

1. Access and Subject Access Requests
   You have the right to see what information we hold about you and to request a copy of this information.

   If you would like a copy of the information we hold about you please email our Data Protection Officer. We will provide this information free of charge however, we may in some limited and exceptional circumstances have to make an administrative charge for any extra copies if the information requested is excessive, complex or repetitive.

   We have one month to reply to you and give you the information that you require. We would ask, therefore, that any requests you make are in writing and it is made clear to us what and how much information you require.

2. Online Access
   You may ask us if you wish to have online access to your medical record. However, there will be certain protocols that we have to follow in order to give you online access, including written consent and production of documents that prove your identity.

   Please note that when we give you online access, the responsibility is yours to make sure that you keep your information safe and secure if you do not wish any third party to gain access. Page 5 of 7

3. Correction
   We want to make sure that your personal information is accurate and up to date. You may ask us to correct any information you think is inaccurate. It is very important that you make sure you tell us if your contact details including your mobile phone number has changed.
4. Removal
   You have the right to ask for your information to be removed however, if we require this information to assist us in providing you with appropriate medical services and diagnosis for your healthcare, then removal may not be possible.
5. Objection
   We cannot share your information with anyone else for a purpose that is not directly related to your health, e.g. medical research, educational purposes, etc. We would ask you for your consent in order to do this however, you have the right to request that your personal and healthcare information is not shared by the Surgery in this way. Please note the Anonymised Information section in this Privacy Notice.
6. Transfer
   You have the right to request that your personal and/or healthcare information is transferred, in an electronic form (or other form), to another organisation, but we will require your clear consent to be able to do this.

Third parties mentioned on your medical record

Sometimes we record information about third parties mentioned by you to us during any consultation. We are under an obligation to make sure we also protect that third party’s rights as an individual and to ensure that references to them which may breach their rights to confidentiality, are removed before we send any information to any other party including yourself. Third parties can include: spouses, partners, and other family members.

12. How we use the information about you

We use your personal and healthcare information in the following ways:

1. when we need to speak to, or contact other doctors, consultants, nurses or any other medical/healthcare professional or organisation during the course of your diagnosis or treatment or on going healthcare;
2. when we are required by Law to hand over your information to any other organisation, such as the police, by court order, solicitors, or immigration enforcement.

We will never pass on your personal information to anyone else who does not need it, or has no right to it, unless you give us clear consent to do so.

13. Legal Justification for collecting and using your information

The Law says we need a legal basis to handle your personal and healthcare information.

CONTRACT: We have a contract with NHS England to deliver healthcare services to you. This contract provides that we are under a legal obligation to ensure that we deliver medical and healthcare services to the public.

CONSENT: Sometimes we also rely on the fact that you give us consent to use your personal and healthcare information so that we can take care of your healthcare needs.

Please note that you have the right to withdraw consent at any time if you no longer wish to receive services from us.

NECESSARY CARE: Providing you with the appropriate healthcare, where necessary. The Law refers to this as ‘protecting your vital interests’ where you may be in a position not to be able to consent.

LAW: Sometimes the Law obliges us to provide your information to an organisation (see above).

14. Special Categories

The Law states that personal information about your health falls into a special category of information because it is very sensitive. Reasons that may entitle us to use and process your information may be as follows:

PUBLIC INTEREST: Where we may need to handle your personal information when it is considered to be in the public interest. For example, when there is an outbreak of a specific disease and we need to contact you for treatment, or we need to pass your information to relevant organisations to ensure you receive advice and/or treatment;

CONSENT: When you have given us consent;

VITAL INTEREST: If you are incapable of giving consent, and we have to use your information to protect your vital interests (e.g. if you have had an Accident and you need emergency treatment);

DEFENDING A CLAIM: If we need your information to defend a legal claim against us by you, or by another party;

PROVIDING YOU WITH MEDICAL CARE: Where we need your information to provide you with medical and healthcare services

15. How long we keep your personal information

We carefully consider any personal information that we store about you, and we will not keep your information for longer than is necessary for the purposes as set out in this Privacy Notice.

16. Under 16s

There is a separate privacy notice for patients under the age of 16, a copy of which may be obtained on request.

17. If English is not your first language

If English is not your first language you can request a translation of this Privacy Notice. Please contact our Data Protection Officer.

18. Complaints

If you have a concern about the way we handle your personal data or you have a complaint about what we are doing, or how we have used or handled your personal and/or healthcare information, then please contact our Data Protection Officer.

However, you have a right to raise any concern or complaint with the UK information regulator, at the Information Commissioner’s Office.

19. Our Website

The only website this Privacy Notice applies to is the Surgery’s website. If you use a link to any other website from the Surgery’s website then you will need to read their respective privacy notice. We take no responsibility (legal or otherwise) for the content of other websites.

21. Security

We take the security of your information very seriously and we do everything we can to ensure that your information is always protected and secure. We regularly update our processes and systems and we also ensure that our staff are properly trained. We also carry out assessments and audits of the information that we hold about you and make sure that if we provide any other services, we carry out proper assessments and security reviews.

22. Text Messaging and Contacting You

Because we are obliged to protect any confidential information we hold about you and we take this very seriously, it is imperative that you let us know immediately if you change any of your contact details.

We may contact you using SMS texting to your mobile phone in the event that we need to notify you about appointments and other services that we provide to you involving your direct care, therefore you must ensure that we have your up to date details. This is to ensure we are sure we are actually contacting you and not another person.

23. Where to find our privacy notice

You may find a copy of this Privacy Notice in the Surgery’s reception, on our website, or a copy may be provided on request.

24. Changes to our privacy notice

We regularly review and update our Privacy Notice.

Fair processing and GDPR

Further information on data sharing from the East London Health & Care Partnership.

The doctors and staff at this practice always try to provide the best services possible but there may be times when you do not feel this has happened. If you do have a complaint please tell a member of staff or contact the practice manager so that we can deal with the issues in line with our practice complaints procedure.

We are also always pleased to receive your comments about the services provided by the surgery, positive or negative, as we endeavour to meet the needs of our patients.

The NHS is changing how patient information is stored and shared in England, to provide better care for patients. All the settings where you receive healthcare keep their own medical records about you. Your local hospital, for example, can only share information with your GP surgery by letter, fax or phone. At times, this can delay information sharing, affect decision making and slow down treatment.

From January 2015, patient’s Summary Care Record held at their GP Surgery will be available to access by authorised healthcare staff in out-of-hours or urgent care settings.  The SCR is an electronic summary of patient’s key clinical information – medications, allergies and adverse reactions. SCRs will improve the safety and quality of your care by providing the appropriate staff member with faster, secure access to essential information about you when you need unplanned care or when your GP practice is closed.

This will avoid inappropriate care such as wrong medications and unnecessary admissions, and lead to more efficient sharing of patient information, saving clinical time communicating between services.

You may want to add other details to your SCR. This will only happen if both you and your GP agree to do this. If you wish for any additional information to be included, please put this in writing to our Practice Manager.

Patients will be asked for their permission to view their SCR before it is accessed. If you are unable to provide your consent (for example if you are unconscious), the staff member may look at your record if they consider this to be in your best interest. Access to a patient’s SCR is a highly auditable process and if your record is accessed without your permission the decision is recorded and checked to ensure that it was appropriate.

If you wish to opt out of the Summary Care Record, please put this in writing to our Practice Manager.

For further information visit the NHS summary Care Record website.