Manor House Surgery

About Us

Emperor's Gate, Stevenage, SG2 7QX. Telephone: 01438 742639 Fax: 01438 746201



Privacy Notice

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.

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 contact the practice Data Controller (see below).
The Law says:
• We must let you know why we collect personal and healthcare information about you;

• We must let you know how we use any personal and/or healthcare information we hold on you;

• We need to inform you in respect of what we do with it;

• We need to tell you about who we share it with or pass it on to and why; and

• We need to let you know how long we can keep it for.

Data Protection Officer (DPO) function for this practice is provided by Hertfordshire, Bedfordshire and Luton ICT services, hosted by ENHCCG. If you wish to contact the DPO or have a concern about anything to do with the personal and healthcare information we hold about you (that was not resolved by your enquiry with the practice), please contact the Data Protection Officer at HBLICT hosted by ENHCCG at:


You can contact them if:-
• You have any questions about your information being held
• You require access to your information or if you wish to make a change to your information
• Any other query in relation to this Privacy Notice Policy and your rights as a patient.
*In this initial email, please only indicate you wish to raise a concern about how your personal information is being processed. Please do not provide any details at this stage. On receipt of this email you will be contacted and requested to provide adequate, relevant and limited information necessary in relation to the purposes for which your concern is being processed.


We, at the Manor House Surgery ('the Surgery') situated at Emperors Gate, Stevenage, SG2 7QX are a 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.

The information we collect from you will include:
• Your contact details (such as your name and email address, including place of work and work contact details);

• Details and contact numbers of your next of kin;

• Your age range, gender, ethnicity;

• Details in relation to your medical history;

• The reason for your visit to the Surgery;

• Medical notes and details of diagnosis and consultations with our GPs and other health professionals within the Surgery involved in your direct healthcare.

We also collect personal information about you when it is sent to us from the following:
• A hospital, a consultant or any other medical or healthcare professional, or any other person involved with your general healthcare.

• The Police in connection with Firearms applications or Safeguarding issues.

• The Courts in connection with Court Orders and immigration matters.

• Insurance companies or Solicitors acting on your behalf.

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 the practice Data Controller.
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
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.

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:
• Hospital professionals (such as doctors, consultants, nurses, etc);

• Other GPs/Doctors;

• Pharmacists;

• Nurses and other healthcare professionals;

• Dentists;

• Any other person that is involved in providing services related to your general healthcare, including mental health professionals.


• Commissioners

• Clinical Commissioning Groups (CCG)

• Local Authorities

• Community Health Services

• Public Health England

• NHS England

• NHS Digital

• Herts Urgent Care (Out of Hours Service)

• Care Quality Commission (CQC)

• National Diabetes Prevention Service (NDDP)

ª For the purposes of complying with the law e.g. Police, Solicitors, Insurance Companies, DVLA

• 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.

• Extended Access Service - we will provide extended access services to our patients from 2nd July 2018. This service will be provided using Stevenage Health Ltd which is a collaborative company consisting of the GP Practices in Stevenage. The service 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.

The key Hub practices within Stevenage Health Ltd are as follows:
Bedwell & Roebuck Surgery, The Chells Surgery, King George Surgery, Manor House Surgery, Shephall Way Surgery, Stanmore Medical Group and Symonds Green Surgery

• 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.
There are good reasons why the Clinical Commissioning Group may require this pseudo-anonymised information, these are as follows:
• To assist in analysing current health services and proposals for developing future services.
• To develop risk stratification models to help GP's to identify and support patients with long term conditions and to help to prevent un-planned hospital admissions or reduce the risk of certain diseases developing, such as diabetes.
• Using risk stratification to help the CCG to understand the health needs of the local population in order to plan and commission the right services.
Further details on how the NHS East and North Hertfordshire CCG uses information to support their roles and responsibilities can be found on the CCG website:­how-we-use-information-about-you-fair-processing-notice

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.

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

• 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 contact the practice. 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.

• 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.

• 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.

• 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.

• 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.

• 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.

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.

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

� 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;

� 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.

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).

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

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.

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 email the Data Protection Officer at HBLICT hosted by ENHCCG*

*In this initial email, please only indicate you wish to raise a concern about how your personal information is being processed. Please do not provide any details at this stage. On receipt of this email you will be contacted and requested to provide adequate, relevant and limited information necessary in relation to the purposes for which your concern is being processed.
However, you have a right to raise any concern or complaint with the UK information regulator, at the Information Commissioner's Office:­.

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.

The Surgery's website uses cookies. For more information on which cookies we use and how we use them, please see our Cookies Policy.

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.

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.

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.

We regularly review and update our Privacy Notice. This Privacy Notice was last updated on 24th May 2018


Teaching Practice for Medical students

Manor House Surgery Policy concerning Patients Rights to Privacy Pertinent to Student Attendances.

Manor House Surgery is a Teaching Practice concerned with the Education and Training of Student Nurses, Medical Students and Trainee GPs. However this function of the surgery, though most important, is secondary to its principal role of treating its NHS patients.

Every patient has an absolute right to privacy during medical consultations and this right is not to be compromised in order to facilitate student learning of any sort. Thereby, before any student or other observer is permitted to sit in on a patients consultation, that patients consent must be obtained.

Such consent is to be sought by Reception Staff, who advise patients that students would like to be present and offer the patient an opportunity to decline without reservation or having to provide a reason.

It is well known locally that this is a Teaching Practice and information pertaining to this and posters are displayed on our web site, our practice leaflet, in the waiting area and on reception to advertise that there may be a student present in the consultation and offer patients the right to refuse the presence of such an observer.

If the patient refuses or has any doubts what-so-ever about allowing an observer to be present, they are requested to inform Reception Staff, who will screen-message the involved Clinician, to facilitate privacy for the patient and enable students to vacate the consultation room.

Patients should feel totally at ease and freely able to refuse consent to the presence of students or other observers during their consultation and/or examination. They should be reassured that their decision will, in no way, affect their treatment.

Dr Michael Duggan - Tutor

Karen Smith - Senior Nurse Tutor

Sandra Copping - Practice Manager


Practice Charter

The Manor House Surgery Patients Charter is displayed on the Practice Notice Board.


Practice Policy

We hope to provide the highest standards of health care for our patients. We recognize that we are a multi-cultural society and appreciate diversity among our patients. We welcome the input of our patient liaison group. Our aim is to promote good health through the professionalism of our primary healthcare team.


Area Covered by this Practice

We accept patients from Stevenage and the surrounding villages and close relatives of other registered patients.


Joining the Practice

Please complete a GMS1 form and questionnaire at Reception. We also need to have your NHS number and may need proof of identity i.e. recent utility bill, passport etc.. We adhere to all equalities legislation and do not discriminate on any grounds.


Specialist Nurses in General Practice

Our Prescribing Nurse Practitioners are especially qualified to see. assess and treat patients in their own right. If necessary they refer patients to the GP for appropriate treatment. This enables many more patients to be dealt with by the GP and is an alternative way to see the GP if their appointments are full.



Manor House Surgery has wheelchair access at the front and rear of the building.



We aim to offer our patients the highest standard of care. However, if you would like to complain, in the first instance, please contact the practice manager at the surgery. Our practice complaints procedure is part of the NHS system for dealing with complaints and meets the relevant national criteria.



All consultations, correspondence and prescription requests are dealt with in complete confidence.




If you are a carer for someone, please make yourself known to the office staff as we have a list of Carers, so that we may assist and support your role. Our Carer Champion is Sonia. She maybe able to help and offer guidance with the completion Personal Independent Payment(PIP), ESA and Attendance Allowance Forms.

If you support someone who could not manage without you, you are a carer. As a carer, you need to look after your own health and wellbeing too.

Carers in Hertfordshire is a local charity providing free help and support to any carer living or working in the county.

Am I a carer?

If you give unpaid help and support to a family member, friend or neighbour who would not be able to manage without you, then you are a carer.

The person you look after might have a physical or learning difficulty, be ill or frail, have mental health problems or misuse drugs or alcohol. They may be your child, partner or parent, or a friend or neighbour, and they might live with you or live elsewhere.

Whatever your situation, make sure your GP knows you are a carer and contact Carers in Hertfordshire for information and support.

Caring with Confidence

Carers in Hertfordshire runs free Caring with Confidence training courses for carers, covering all aspects of caring, including dealing with stress and emotions, balancing caring with a life of your own and maximising your income whilst caring. There are special courses for those caring for people with dementia.

Not only are these courses practical and informative, they are a great place to meet others in the same situation as you and to share experiences.

Make a Difference

Caring takes its toll. Make a Difference is a Carers in Hertfordshire initiative to provide funded breaks for carers. Grants are available for all sorts of things such as gym membership, massage, a weekend away or a new hobby - whatever will have the greatest benefits for your health.

As a carer, Make a Difference can give you a break and help you stay well. Talk to your GP about a referral or contact Carers in Hertfordshire for more information.

Prescription support for carers

GP surgeries in Stevenage operate a prescription support service for carers. Your GP can refer you for a package of support from Carers in Hertfordshire and Crossroads Care Hertfordshire North. Carers in Hertfordshire will discuss your individual circumstances and the type of support that is right for you, but this could include a supported break provided by Crossroads Care, something to enable you to pursue a hobby, or equipment to help improve your health. It will also include on-going information and advice, provided by Carers in Hertfordshire for as long as you need it. Talk to your GP about a referral.

Information and advice

Whether you need some help understanding benefits or accessing services, or longer term advice to support you in your caring role, Carer Support Advisors are just a phonecall away. They can help you understand what services are available nearby and how to access them, and help you to have a break from caring. Call today on 01992 58 69 69.

Carers in Hertfordshire also provides specific support for people caring for those with dementia, drug or alcohol issues, mental health problems or learning disabilities, as well as parent carers.

Learning and leisure

Carers in Hertfordshire runs a variety of free courses, workshops and local trips, to give carers a break and some time for themselves. Learn a new skill, like creative writing or digital photography; try a course to help you in your caring, like managing a personal budget or manual handling; or join one of their day trips to local attractions. Whatever you do, it's a great way to get out and meet new people.

Support groups

Carers in Hertfordshire supports lots of carers groups across the county, and can put you in touch with your local group. Having the time and space to talk to other people who look after someone and understand what you are going through can help you feel less isolated, find out useful information, and have some time to yourself to relax and chat.

Having a voice

Carers in Hertfordshire runs events and forums where you can have your say on local services, what's working and what needs improving, and give your views to decision makers. Coming together makes the voice of carers stronger and helps make real changes to services.

Carers' Passport Discount Card

The Carers' Passport Discount Card offers carers who live or shop in Stevenage a range of discounts at shops and business across the town. To find out more about the scheme, or to apply for your card, visit

Young carers

Young carers are young people who help look after someone in their family and take on responsibilities normally handled by an adult. Carers in Hertfordshire's Young Carers Service supports carers aged 8-18 and their families to make sure their caring responsibilities don't stop them from having the same opportunities, and social life, that other young people enjoy.

Admiral Nurse

Carers in Hertfordshire hosts an Admiral Nurse called Tia Davolls. Tia is a registered mental health nurse specialising in dementia and is there to help carers in Stevenage understand a diagnosis, manage daily life, be supported in decision-making and plan for the future. If you look after someone with an actual or probable dementia diagnosis, contact Tia on 01992 58 69 69 or email


Contact Carers in Hertfordshire

Carers in Hertfordshire exists to support people in their caring role. All their services are free.

Tel: 01992 58 69 69



Or contact the surgery on 01438 742639 (after 6-30 pm weekdays and during weekends and bank holidays) where you will be given this number:- 111
For 24 hour advice and information patients can also phone NHS 111




From 1st April 2015, it is a contractual requirement for practices to publish on their website the mean net earnings (i.e. average pay)for all GP's working to deliver NHS Services to patients in the practice.

The mean net earnings for GP's working at Manor House Surgery was £56,314.

This is the average pay for 2 full-time and 3 part-time GP's who have worked in the Practice for more than 6 months during the financial year 2014/15.

N.B. The data used for 1 GP is for the year 2013/14 - this will be updated in April 2016 to include the 2014/15 year.



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