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How we use Your Information

 

The purpose of this guidance is to inform you of the way in which NHS Surrey Heartlands Clinical Commissioning Group use information (including personal data) about you.  It explains:

  • who we are and what we do
  • the types of information we hold about people
  • how we use this information and why we need to do this
  • who we may share your information with
  • how you can object to the way we use information or complain about this
  • how you can access a copy of the information we hold about you
  • what other rights you may have in relation to this information
  • how we keep your information secure and confidential
  • where to go if you require further information.

This guidance applies to all individuals whose information is used by the CCG; including local NHS service users, our staff and suppliers, and visitors to our offices.

This information is known as a ‘Privacy Notice’ or ‘Fair Processing Notice’ and it is a legal obligation under data protection legislation that we provide you with this.

 

COVID-19 and Your Information

This supplementary Privacy Notice describes how Surrey Heartlands CCG may use your information to protect you and others during the Covid-19 outbreak.

 

Coronavirus Vaccination Programme – Privacy Information for Health and Care Staff

The Covid-19 vaccination programme in Surrey Heartlands is being rolled out to all health and social care workers who have frequent face-to-face contact with patients and who are directly involved in patient care in either secondary or primary care, mental health, urgent and emergency care and community settings. This includes those working in independent, voluntary and non-standard healthcare settings such as hospices, and community-based mental health or addiction services.

NHS Surrey Heartlands CCG, on behalf of the Local Resilience Forum, have worked with partners to establish a booking system for these individuals to receive vaccinations at various sites within Surrey Heartlands.

Your employer will provide you with information on how to sign up to receive the vaccine and will share relevant information about you with the provider of your local vaccination service to allow you to be invited for vaccination.

When it is the right time for you to receive your vaccination you will receive an invitation to come forward by email, SMS, or telephone.

We know lots of people will be keen to get protected from the virus but we are asking people not to share these vaccination booking details with friends of family as we have a limited number of vaccines to offer and need to ensure these are provided to those providing Health and Care services first. Other people within the community will be contacted directly for their own appointment.

 

Information Governance

Information Governance provides a consistent way for employees to deal with the many different standards and legal rules that apply to information handling. This includes the Data Protection Act (DPA) 2018 - a United Kingdom Act of Parliament that updates data protection laws in the UK. It is a national law which complements the European Union's General Data Protection Regulation (GDPR). Therefore GDPR and the Data Protection Act 2018 should be read side by side.

 

Subject Access Request

Individuals have the right to access information that the CCG holds about them by making a Subject Access Request (SAR). The GDPR has removed the fees that could previously be charged for SARs and reduced the amount of time that organisations have to respond. This right applies to all individuals including staff, employees of other organisations, service users, visitors to offices, and attendees at events.

Each NHS organisation holds their own records and we can only supply Surrey Heartlands CCG records. If the CCG holds the data requested and it is not legally exempt from disclosure, the information must be supplied within one month (though this can be extended by up to a further two months in some circumstances).

You can request access to information about you that we hold by contacting the CCG’s Information Governance Team at This email address is being protected from spambots. You need JavaScript enabled to view it.

 

Further Information

The Information Commissioner’s Office (ICO) is the UK’s independent authority set up to uphold information rights in the public interest, promoting openness by public bodies and data privacy for individuals. A range of guidance for individuals and organisations is available via their website: ico.org

 

Privacy Notice for the public on Population Health and the use of data

The Surrey Heartlands Health and Care Partnership, which includes your GP practices, Surrey Heartlands CCG and Surrey Council, is working with partners to link local information together to see what the needs of the population are and so make better decisions on the care of our citizens. This will help all partners improve care for groups of people in the community and is known as a Population Health approach.

These partners will not be able to identify individuals as part of the approach as any identifiable data will be removed. If there is any need to identify individuals, for example in order to address an important health and care need, then this can only be done by the GP or other organisation that already holds that data.

This is an innovative approach to supporting our citizens, for more information please read the full notice.

 

 

NHS National data opt-out programme - 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.

In May 2018, the strict rules about how this data can and cannot be used were strengthened. The NHS is committed to keeping patient information safe and always being clear about how it is used.
You can choose whether your confidential patient information is used for research and planning.

 

Surrey Care Record Update

The Surrey Care Record is an Electronic Health Record (EHR) linking system that brings together patient/client’s information across health and care systems in a secure manner, giving a real-time summary of your information which is held within a number of local records.

Benefits of such a system are:

  • Improved quality of care – information about your care will be instantly available to clinicians for more accurate diagnosis and on-going treatment. Duplication of tests will be avoided.
  • Improved patient safety – there will be greater visibility for your health and social providers about your current medications, allergies and adverse reactions.
  • Reduced delays in care – test results will be readily available reduces patient waiting time.

The CCG is a data controller for patient data that is shared via the Surrey Care Record.  Please see the full Privacy Notice for further information.

 

 

Model Publication Scheme Class: Not part of the MPS

Concerns and Complaints

 

What to do when things aren’t right

“A complaint that is not heard by the organisation is more damaging than a complaint that is received, acknowledged and remedied”

Francis Report, 2013.

We hope you will have a really good experience of healthcare in Surrey Heartlands, but if you aren’t happy with the service you have received, we want to make sure that you know what you can do.

If you have an issue or situation to discuss, first try talking to the health professional treating you. Often many problems can be resolved quickly and locally this way.

 

Quick links

 

Who should I complain to?

A formal complaint about any aspect of care is best made direct to the provider of that care. Contact details for our main providers are given below. Please visit their websites to find out more about their complaints procedures.

 

Complaints about GPs, dentists, pharmacists and opticians

 

NHS England is responsible for investigating complaints regarding these services:

  • Phone: 0300 311 22 33
  • Email: This email address is being protected from spambots. You need JavaScript enabled to view it. 
  • Post: NHS England, PO Box 16738, Redditch, B97 9PT.
  • Website: https://www.england.nhs.uk/contact-us/complaint/

 

Complaints about hospital care (acute trusts)

If your complaint relates to hospital care you will need to contact the hospital Trust directly. All local hospitals have their own complaints procedures and, in most cases, a Patient Advice and Liaison Service (PALS) too.

They can help you with any problems that have arisen and can help with any complaints relating to their services. Details of hospital trusts most commonly attended by patients in Surrey Heartlands and their contact details are provided below.

 

Ashford & St Peter’s Hospitals NHS Foundation Trust

  • Phone: 01932 722 612
  • Email: This email address is being protected from spambots. You need JavaScript enabled to view it.
  • Website: Ashford and St. Peter's Hospitals Complaints

 

Epsom & St Helier University Hospitals NHS Trust

  • Phone: 020 8296 3092
  • Email: This email address is being protected from spambots. You need JavaScript enabled to view it.
  • Website: Epsom and St. Helier Hospitals Complaints

 

Kingston Hospital NHS Foundation Trust

  • Phone: 0208 934 3993
  • Email: This email address is being protected from spambots. You need JavaScript enabled to view it.
  • Website: Kingston Hospital Contact us

 

Royal Surrey NHS Foundation Trust

  • Phone: 01483 464 831
  • Email: This email address is being protected from spambots. You need JavaScript enabled to view it.
  • Website: Royal Surrey NHS Trust Contact us

 

St George’s University Hospital NHS Foundation Trust

  • Phone: 020 8725 3492
  • Email: This email address is being protected from spambots. You need JavaScript enabled to view it. (Please read the trust’s email correspondence disclaimer here before using this service)
  • Website: St. George's University Hospital Complaints and Compliments

 

Surrey and Sussex Healthcare NHS Trust

 

Complaints about emergency ambulance services (999)

  

South East Coast Ambulance Service (SECAmb) NHS Foundation Trust (999 ambulance service)

 

Complaints about Non-Emergency Patient Transport Services

South Central Ambulance Service (SCAS) NHS Foundation Trust provides Non-Emergency Patient Transport Services (PTS) eligible patients in Surrey except for those registered in the former Surrey Downs CCG geography; Epsom & St Helier University Hospitals NHS Trust provides PTS for these patients.

 

South Central Ambulance Service NHS Foundation Trust PTS

 

Epsom & St Helier University Hospitals NHS Trust PTS

  • Post: Complaints, 70 East Street, Epsom, KT17 1HB
  • Email: This email address is being protected from spambots. You need JavaScript enabled to view it.
  • Phone: 020 8296 3092
  • Website: Epsom and St. Helier University Hospitals Complaints

 

Complaints about mental health, learning disability and drug and alcohol services (all ages)

 

Surrey and Borders Partnership (SABP) NHS Foundation Trust

 

Complaints about adult community health services e.g. community nursing and therapy services

 

For patients registered with a GP in Guildford and Waverley, contact Royal Surrey NHS Foundation Trust.

  • Phone: 01483 464 831
  • Email: This email address is being protected from spambots. You need JavaScript enabled to view it.
  • Website: Royal Surrey Hospital Trust Contact us

For patients registered with a GP in Elmbridge, Epsom & Ewell, Mole Valley, Runnymede, Spelthorne and Woking contact CSH Surrey.

  • Phone: 01483 362 900 
  • Email: This email address is being protected from spambots. You need JavaScript enabled to view it.
  • Website: CSH Surrey Complaints and Compliments

For patients registered with a GP in Reigate & Banstead and Tandridge contact First Community Health and Care.

 

Complaints about NHS 111 and GP out-of-hours service (only accessible via NHS 111)

 

Practice Plus Group

  • Phone: 0203 402 1245 (Monday to Friday between 9am and 5pm)
  • Email: This email address is being protected from spambots. You need JavaScript enabled to view it. 
  • Website: Practice Plus Group Integrated Urgent Care Service

 

Complaints about children’s community nursing and therapy services

 

Children and Family Health Surrey (services provided by CSH Surrey, First Community Health and Care and Surrey & Borders Partnership NHS Foundation Trust)

  • Phone: 01483 948 967
  • Email: This email address is being protected from spambots. You need JavaScript enabled to view it. or This email address is being protected from spambots. You need JavaScript enabled to view it.
  • Website: Children and Family Health Surrey Contact us

 

Complaints about Surrey Wheelchair Service

 

Millbrook Healthcare Limited

  • Post: Millbrook Healthcare Limited, Nutsey Lane, Calmore Industrial Park, Totton, Hants SO40 3XJ
  • Email: This email address is being protected from spambots. You need JavaScript enabled to view it.
  • Website: Millbrook Healthcare Contact us
  • Phone: 0330 124 4492

 

Patient Experience Team at Surrey Heartlands CCG

If you are unsure what to do or who to contact, please get in touch with the Patient Experience Team at Surrey Heartlands CCG using the details below:

  • Email: This email address is being protected from spambots. You need JavaScript enabled to view it.
  • Phone: 0300 561 1200
  • Text: 07917 087 560

You can also use these details to make a complaint to the CCG about our own commissioning responsibilities including policy and funding decisions. Please refer to our Complaints Policy to understand how your complaint will be handled. 

Please note that due to COVID-19, all our offices are closed for routine business. Post is not being collected. If you wish to make a complaint, please contact us using either our email address or telephone number.

Complaints sent by post will not be handled until further notice.

 

What is the time limit for making a complaint?

You should normally complain within 12 months of the event(s) concerned or within 12 months of becoming aware that you have something to complain about. NHS organisations have discretion to waive this time limit if there are good reasons why you could not complain earlier.

 

What happens once you have complained to the CCG?

 We will acknowledge your complaint within three working days. We will advise on how your complaint is going to be investigated. This process may involve:

  • Meeting or speaking with you to gain your personal view of the issues you have raised.
  • Sharing your details with an outside organisation, with your permission. However, if we have serious concerns about a person’s welfare, the CCG will apply its own safeguarding policy and procedures, as detailed in our Complaints Policy.
  • Using your information for other purposes, such as monitoring the complaints process or improving service quality. Where possible, only anonymous information will be used. If identifiable data is needed for other purposes, then your consent will be obtained.

Once the investigation has been completed, you will receive our response, including any improvements that have been, or will be made, as a result of your complaint. Whenever possible this will be within 25 working days; if there is going to be a delay we will let you know and explain the reasons why.

Please be assured that your future care and treatment will not be affected in any way because you have made your concerns known to us.

 

Getting support when making a complaint

Making a complaint is not always easy to do. If you need independent advice or support you can contact the Independent Health Complaints Advocacy Service. This is provided by Healthwatch Surrey here in partnership with Surrey Independent Living Council (SILC). They can support you and represent your views when making a complaint.

Contact details for the Independent Health Complaints Advocacy Service:

  • Website: www.surreyilc.org.uk
  • Email: This email address is being protected from spambots. You need JavaScript enabled to view it.
  • Phone: 01483 310 500 - open 9am to 5pm, Monday to Friday (except Bank Holidays)
  • Text: 07704 265 377

 

Independent Review - Parliamentary and Health Service Ombudsman

You have the right to refer your complaint to the Parliamentary and Health Service Ombudsman (PHSO). The Ombudsman is independent of the NHS and they will decide if they are able to investigate your complaint.

The Ombudsman will normally only take on a complaint after you have first tried to resolve the complaint with the organisation involved and have received a response from them.

You can contact the PHSO using the following methods:

  • Website: www.ombudsman.org.uk/make-a-complaint
  • Email: This email address is being protected from spambots. You need JavaScript enabled to view it.
  • Phone: 0345 015 4033 - open 8:30am to 5:30pm, Monday to Friday (charged at a local rate)
  • Sign video: If you use British Sign Language, visit www.ombudsman.org.uk/accessibility/signvideo-bsl-live
  • Textphone (Minicom): 0300 061 4298
  • Call back service: 07624 813 005
  • Post: The Parliamentary & Health Services Ombudsman, Millbank Tower, Millbank, London, SW1P 4QP

 

CCG Annual Complaints Reports

CCGs must publish a report on the complaints they have received in the previous year, identifying themes and learning to improve care for the future.

Surrey Heartlands CCG is a new organisation as of 1 April 2020 but the 2019/20 report of complaints related to East Surrey, Guildford and Waverley, North West Surrey and Surrey Downs CCGs will be published here in September 2020.

 

 

Review Date: 2021-02-02
Review Due: 2021-08-02
Model Publication Scheme Class: Class 9: Services Commissioned

Freedom to Speak up Guardian

 

Freedom to speak up guardians have a very important, unique role.

The Freedom to Speak up Guardian (FTSU) is a person who is seen and known as someone who staff can confidentially speak to if they have questions about a public interest concern, or have concerns that it’s not being taken seriously or dealt with effectively by their manager or other appropriate person.

Our Freedom to Speak up Guardian is Jacqui Burke - This email address is being protected from spambots. You need JavaScript enabled to view it. 

 

Our FTSU deals with concerns about risk, malpractice or wrongdoing that an individual believes is harming the service we commission. Examples of this include (but are not restricted to):

  • unsafe care
  • unsafe working conditions
  • inadequate induction or training for staff
  • lack of, or poor response to a reported patient safety incident
  • suspicions of fraud
  • a bullying culture (across a team or organisation rather than individual instances of bullying)

 

Review Date: 2020-12-14
Review Due: 2021-12-14
Model Publication Scheme Class: Class 1: Who we are and What we do

Contact Us

Covid-19 Vaccinations

We are receiving numerous enquiries about the vaccination programme. There’s lots of information on our website which might answer your query quickly.
Please go to Frequently Asked Questions.

If you cannot find an answer to your question there we now have a dedicated email address: This email address is being protected from spambots. You need JavaScript enabled to view it. 

Please be aware that we are receiving numerous enquiries about the vaccination programme. We aim to respond to all enquiries within 3 working days but in some cases this may be longer.

We ask all people calling or emailing the CCG to be patient and appreciate our hard-working staff. Thank you.


Contact Us

There are many ways to get in touch with NHS Surrey Heartlands CCG.

Please see details below and don’t forget to follow us on social media as well.

Address

 

NHS Surrey Heartlands CCG
Cedar Court
Guildford Road
Leatherhead
Surrey
KT22 9AE

Telephone  

0300 561 1555

SMS

  07917 087 560 (SMS texts only - no voice calls)

Email

  This email address is being protected from spambots. You need JavaScript enabled to view it.

 

Submit Media enquiry

Submit a compliment, complaint or concern

Submit a Freedom of Information Request

Submit a Subject Access Request

Model Publication Scheme Class: Not part of the MPS

Senior Internships

 

Are you retired and looking to get back into work? Do you want to work flexibly on a full or part time basis? The Senior Internship scheme at Surrey Heartlands CCG could be what you are looking for!

 

Senior Internships is a scheme launched by NHS Surrey Heartlands CCG aimed at people of retirement age who still want to work.

 

We work closely with our health and care partners to improve the health and wellbeing of Surrey Heartlands residents, reducing health inequalities and making sure services remain sustainable. Find out more About Us.

We are a socially conscious employer. We recognise and value your wisdom and the diverse range of skills and experience you can offer. We also know you can bring valuable new ideas and perspectives on the way we work based on the knowledge and expertise you have developed from previous workplaces.

We understand that your priorities may mean you need a flexible working pattern and we can accommodate different ways of working to suit your needs.

Find out more about Senior Internships in our pdf frequently asked questions (187 KB) .

 

Who we are looking for

If you have the following skills and attributes then a Senior Internship role could be perfect for you.

  • Office experience and ideas from previous roles
  • Friendly and approachable
  • Organised and shows initiative
  • Motivated and driven
  • Adaptable

 

Current roles that we are looking for

 

  • Academy Support Project Officer – find out more about The Surrey Heartlands Academy.

    Salary. We work in accordance with the Agenda for Change NHS grading and pay system. All Senior Internship roles are band 5 – starting at £24,907.

 

How to apply

If you are interested in applying please email This email address is being protected from spambots. You need JavaScript enabled to view it. with your CV and a personal statement explaining why you are interested in a Senior Internship position. We will then send you the job description with more information.

Alternatively call 07802 772122 to find out more.

 

 

Review Date: 2020-10-09
Review Due: 2021-10-09
Model Publication Scheme Class: Class 1: Who we are and What we do
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