You have the right to see or receive a copy of the personal and medical information we hold about you. This page explains how to access your medical records, including when you may not need to make a formal request.

Accessing your medical record using the NHS App

Many patients can already view parts of their medical record online using the NHS App, without needing to submit a Subject Access Request.

Using the NHS App, you may be able to:

• View information from your GP record

• See test results, allergies and medications

• Check upcoming appointments

• Order repeat prescriptions

Access through the NHS App is secure, available at any time, and is often the quickest way to view your information.

Getting started with the NHS App

To use the NHS App, you need to:

• Be registered with a GP in England

• Download the NHS App

• Complete identity verification

You can find out more and download the app here:
👉 https://www.nhs.uk/nhs-app/

What you can see in the NHS App

The information available in the NHS App can vary depending on:

• When you registered with the practice

• Your record access settings

• Clinical safety considerations

If you are unsure what you should be able to see, or if something does not look right, please contact the practice and we will be happy to help.

What is a Subject Access Request (SAR)?

A Subject Access Request (SAR) is a formal request to see or receive a copy of the personal and medical information we hold about you.

You may wish to make a SAR if you:

• Need a full copy of your medical record

• Are requesting records for a specific time period

• Are acting on behalf of someone else

• Cannot access the information you need through the NHS App

How to make a Subject Access Request

To request access to your medical records, please contact the practice.

Your request should include:

• Your full name

• Date of birth

• Current address

• Details of the information you are requesting

This helps us locate your records accurately and safely.

Requests should ideally be made in writing, either:

• By email

• By post

• In person at reception

Is there a charge?

There is no charge for a Subject Access Request in most cases.

In limited circumstances, we may charge a reasonable fee if a request is excessive, repetitive or complex. If this applies, we will explain this to you.

How long will it take?

We usually respond to Subject Access Requests within one month.

If your request is particularly complex or involves a large amount of information, we may need to extend this timescale. If so, we will let you know.

Requests for children or on behalf of someone else

If you are requesting records:

• For a child, or

• On behalf of another person

We may need additional information to confirm that you have the authority to do so.

If information in your record is incorrect

If you believe information in your medical record is incorrect or incomplete, please let us know. We will review this and explain any action taken.

Need help?

If you have any questions about accessing your medical records, using the NHS App, or making a Subject Access Request, please contact the practice and we will be happy to help.

Why we encourage NHS App access

Using the NHS App:

• Gives you faster access to your information

• Reduces the need for paperwork

• Helps us respond more efficiently to patient requests

You can decide whether you wish to have your information extracted and there are two main options available to you.

Option 1:

Type 1 opt-out applies at organisational level and means that your medical record is not extracted from the organisation for any purpose other than for direct patient care. You can opt-out at any time. Opting out will mean that no further extractions will be taken from your medical record.

For a Type 1 Opt-out, you need to contact the practice by phone, email or post to let us know that you wish to opt-out.

Further information is available here.

Option 2:

The National Data Opt-out (NDO-O) allows data to be extracted by NHS England for its lawful purposes but it cannot share this information with anyone else for research and planning purposes. You can opt-out at any time.

NDO-O – you need to inform NHS England. Unfortunately, this cannot be done by the practice for you. You can opt in or out at any time and complete this by any of the following methods:

• Online service – You will need to know your NHS number or your postcode as registered at your GP practice via https://www.nhs.uk/your-nhs-data-matters/manage-your-choice/
• Telephone service 0300 303 5678 which is open Monday to Friday between 0900 and 1700
• NHS App – For use by patients aged 13 and over. The app can be downloaded from the App Store or Google Play
• “Print and post” registration form: https://assets.nhs.uk/prod/documents/Manage_your_choice_1.1.pdf Photocopies of proof of the applicant’s name (e.g., passport, UK driving licence etc.) and address (e.g., utility bill, payslip etc.) need to be sent with the application.

It can take up to 14 days to process the form once it arrives at NHS, PO Box 884, Leeds. LS1 9TZ

Further information on NDO-O is available here.

Making a Complaint

We want to provide the best possible service and care. If you have concerns about your experience at Adelaide Street Family Practice, please tell us — your feedback helps us improve.

Complaints Leaflet

Talk to Us

Most concerns can be resolved quickly. Please speak to a member of staff in the first instance.

If the matter cannot be resolved immediately, you can ask to speak with a member of the Complaints Management Team. (Please note this may need to be a booked appointment.)

How to Make a Complaint

You can make a complaint verbally or in writing.

• Ask reception for a complaints form, or

• Email us at blackpool.adelaidemedicalcentre@nhs.net.

We will acknowledge your complaint within three working days and aim to investigate it as soon as possible, keeping you updated on progress throughout.

Timeframes

Complaints should normally be raised:

• Within 12 months of the incident, or

• Within 12 months of becoming aware of the issue.

Step 4: Investigation and Confidentiality

All complaints are handled in line with NHS guidance and in the strictest confidence.

Documents relating to a complaint are kept separate from your medical record.

Complaints Made on Behalf of Someone Else

If you are raising a complaint for another person, we will need their written consent before we can proceed. A third-party complaint form is available from reception.

 If You Prefer to Complain to Someone Else

If you do not wish to contact the practice directly, you can ask the Integrated Care Board (ICB) to investigate on your behalf:

Lancashire and South Cumbria ICB

Level 3, Christ Church Precinct, County Hall, Fishergate Hill, Preston, PR1 8XB

📞 0300 373 3550

✉️ lscicb-fw.patientexperience@nhs.net

Step 7: Advocacy Support

If you would like independent help or advice when making a complaint, you can contact:

• POhWER – 0300 456 2370

• Advocacy People – 0330 440 9000

• Age UK – 0800 055 6112

• Your local council for community advocacy options

Further information on advocacy services is also available from the Parliamentary and Health Service Ombudsman (PHSO).

Further Action

If you remain dissatisfied after receiving a final response from the practice or ICB, you can escalate your complaint to:

Parliamentary and Health Service Ombudsman (PHSO)

Millbank Tower, Millbank, London SW1P 4QP

or

Citygate, Mosley Street, Manchester M2 3HQ

📞 0345 015 4033

🌐 www.ombudsman.org.uk

We respect your right to privacy and keep all your health information confidential and secure. It is important that the NHS keeps accurate and up-to-date records about your health and treatment so that those treating you can give you the best possible advice and care. This information is only available to those involved in your care and you should never be asked for personal medical information by anyone not involved in your care.

You have a right to know what information we hold about you. If you would like to see your records or require a copy, please view our Access to Medical Records policy (click the link below) and complete the appropriate form.

From 25th May 2018 the law is changed with the addition of the General Data Protection Regulation (GDPR). This regulation had an impact on how we handle your data. Further information can be found on General Data Protection Regulation (GDPR) – Official Legal Text (gdpr-info.eu) or in the following privacy notices & policies:

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

The average pay for GPs working in Adelaide Street Surgery in the last financial year was £103,866 before tax and National Insurance. This is for 3 full time GPs, 1 part time GP and 6 long term locums who worked in the practice for more than six months.

Disclaimer

NHS England require that the net earnings of doctors engaged in the practice is published, and the required disclosure is shown above. However it should be noted that the prescribed method for calculating earnings is potentially misleading because it takes no account of how much time doctors spend working in the practice, and should not be used to form any judgement about GP earnings, nor to make any comparison with any other practice.

We take your privacy seriously. This page explains how we use your personal and medical information, when it may be shared, and the choices you have.

Your information is used first and foremost to provide you with safe and effective care.

Your information and your care

When you register with us and receive care, we collect information such as:

• Your contact details

• Details about your health, treatments and test results

• Information shared with us by other healthcare professionals involved in your care

This information helps doctors, nurses and other healthcare staff provide you with the right care at the right time.

When your information may be shared

Sometimes we are legally required to share information, or it is necessary to:

• Provide your direct care

• Keep you and others safe

• Plan and improve NHS services

• Monitor quality and outcomes

• Support health research

We only share information where there is a legal basis, and we always aim to share the minimum necessary.

Research, audit and service planning (including OpenSAFELY)

To help improve healthcare services, GP data may sometimes be used for research, clinical audit, service evaluation and health planning. This may include the use of secure NHS systems such as OpenSAFELY.

What is OpenSAFELY?

OpenSAFELY is a highly secure NHS data platform that allows approved researchers to analyse GP data safely.

• Your GP practice remains responsible for your data

• Information used is pseudonymised (details that identify you, such as your name or NHS number, are removed and replaced with a code)

• Researchers cannot see who you are

• Only approved users are allowed access

• Strict security and governance controls are in place

This work helps the NHS to understand health conditions, improve treatments and plan better services.

More information about OpenSAFELY is available at: https://www.opensafely.org/about

Your rights

You have the right to:

• Access your medical records

• Ask for incorrect information to be corrected

• Object to certain uses of your information

• Ask questions about how your data is used

If you have any concerns or would like more information, please contact the practice.

Full Privacy Notice

This page provides a summary to make things easier to understand.

You can read our full legal Privacy Notice, which explains in detail:

• How your information is used

• Who it may be shared with

• The legal basis for processing

• How long information is kept

👉 Practice Privacy Notice

Need more help?

If you have any questions about how your information is used, please:

• Speak to a member of the practice team

• Ask to speak to the Practice Manager

We are happy to help.

Mission Statement 

At Adelaide Street Family Practice, our mission is to provide a professional, friendly, and efficient healthcare service to the people of Blackpool. We are committed to promoting health and well-being, preventing illness, and supporting our patients in leading healthier lives.

Vision 

Our vision is to be a trusted healthcare provider known for excellence in clinical care, innovation, and patient satisfaction. We strive to be at the forefront of primary care services, adapting to the changing landscape of healthcare while maintaining the personal touch that defines our practice.​

Values 

• Kindness: We believe in treating everyone – patients, colleagues, and visitors – with kindness and respect. We foster a culture where care and understanding are at the heart of every interaction and expect the same courtesy from those we serve.

• Compassion: We listen, empathise, and respond to the needs of our patients and each other with warmth and sensitivity.

• Quality: We are dedicated to delivering the highest standard of care through continuous improvement and adherence to best practices.​

• Integrity: We conduct ourselves with honesty and transparency, building trust with our patients and within our team.​

• Collaboration: We work together as a cohesive team and partner with local and NHS service providers to ensure comprehensive care for our patients.

• Education: As a training practice, we are committed to the education and development of future healthcare professionals, fostering a culture of learning and excellence.​
• Accessibility: We strive to make our services accessible to all, ensuring timely and convenient care for our community.​

These guiding principles reflect our dedication to our patients and our commitment to maintaining a supportive and effective healthcare environment.

Please find below all our necessary Privacy Notices and policies (last updated 04/02/2025):

For information on any other policies the practice hold, please enquire with our reception team.

Privacy Notice – Privacy Poster 2025

Privacy Notice – Provision of Direct Care 2025

Privacy Notice – Research Poster 2025

Privacy Notice – Legal Requirements 2025

Privacy Notice – Screening Programme 2025

Privacy Notice – Use of Heidi AI Scribe in Patient Consultations

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You and your general practice (YYGP) has been developed to help patients understand what to expect from their general practice and how they can get the best from their GP team.

This information is provided here: NHS England » You and your general practice – English

There are also translated versions available: NHS England » You and your general practice

As an employer, the practice has a duty to care for the health and safety of its staff. The practice also has a legal responsibility to provide a safe and secure working environment for staff. All patients are expected to behave in an acceptable manner and violent or abusive behaviour towards staff or patients may result in removal from our practice list or even criminal proceedings. The practice follows the NHS guidance concerning Zero Tolerance.

The Practice has a policy of “zero tolerance” of verbal and physical violence towards GP’s, staff or other patients.

The practice will request the removal of any patient from the practice list who is aggressive or abusive towards a doctor, member of staff, other patient, or who damages property.

All instances of actual physical abuse on any doctor or member of staff, by a patient or their relatives will be reported to the police as an assault.

We expect all patients to be responsible and avoid attending the surgery under the influence of alcohol or illegal drugs. Any alteration of prescriptions is illegal and will not be tolerated.

If you are seriously unhappy with the quality of service you have the right to register with another practice without notifying us. Similarly, on the very rare occasions when a patient repeatedly ignores their responsibilities to the Practice, we have the right to remove the patient from our Practice list.

Examples of Unacceptable Standards of Behaviour

• Violence.
• Excessive noise e.g. recurrent loud or intrusive conversation or shouting.
• Threatening or abusive language involving swearing or offence remarks.
• Derogatory racial or sexual remarks.
• Malicious allegations relating to members of staff, other patients or visitors.
• Offensive sexual gestures or behaviours.
• Abusing alcohol or drugs on practice premises.
• Drug dealing on practice premises.
• Wilful damage to practice property.
• Threats or threatening behaviour.
• Theft