Castle Quay Medical practice is committed to providing a safe, comfortable environment where patients and staff can be confident that best practice is being followed at all times and the safety of everyone is of paramount importance. All patients are entitled to have a chaperone present for any consultation, examination or procedure where they feel one is required. This chaperone may be a family member or friend. On occasions you may prefer a formal chaperone to be present, i.e. a trained member of staff. Wherever possible we would ask you to make this request at the time of booking your appointment so that arrangements can be made and your appointment is not delayed. Where this is not possible we will endeavour to provide a formal chaperone at the time of request. However occasionally it may be necessary to reschedule your appointment. Your healthcare professional may also require a chaperone to be present for certain consultations in accordance with our chaperone policy. If you would like to see a copy of our Chaperone Guidelines or have any questions or comments regarding this please ask the practice manager.
Castle Quay Medical practice is committed to providing a safe, comfortable environment where patients and staff can be confident that best practice is being followed at all times and the safety of everyone is of paramount importance. All patients are entitled to have a chaperone present for any consultation, examination or procedure where they feel one is required. This chaperone may be a family member or friend.
On occasions you may prefer a formal chaperone to be present, i.e. a trained member of staff. Wherever possible we would ask you to make this request at the time of booking your appointment so that arrangements can be made and your appointment is not delayed. Where this is not possible we will endeavour to provide a formal chaperone at the time of request.
However occasionally it may be necessary to reschedule your appointment. Your healthcare professional may also require a chaperone to be present for certain consultations in accordance with our chaperone policy. If you would like to see a copy of our Chaperone Guidelines or have any questions or comments regarding this please ask the practice manager.
We make every effort to give the best service possible to everyone who attends our practice, and we welcome your views and comments. However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint.
If this is so, we would wish for the matter to be settled as quickly and as amicably, as possible. We hope that you will raise any concerns with any member of our team at the time they occur.
Alternatively to pursue a complaint please contact the practice manager Mrs Michelle Le Verdier who will deal with your concerns appropriately.
Who we are?
Castle Quay Medical Practice employs more than 34 staff and operates from Castle Quay.
Our Practice is registered with the Office of the Information Commissioner (OICJ) to process personal and special categories of information under the Data Protection (Jersey) Law 2018 and our registration number is 19736.
Why we collect personal information about you?
Our clinical and administration team caring for you will need to collect and maintain information about your health, treatment and care, so that you can be given the best possible healthcare from us. This personal information may be held in a variety of formats, including paper records, electronically on computer systems, in pictures, video or audio files.
What is our legal basis for processing your personal information?
Any personal information we hold about you is processed for the purposes of ‘Employment and Social Fields’ (Article 8) ‘Medical Purposes’ (Article 15) and ‘Public Health’ (Article 16) of the Data Protection (Jersey) Law 2018.
For further information on this legislation please visit: oicjersey.org/data-protection-new-law/
What personal information do we need to collect about you and how do we obtain it?
Personal information about you is collected in a number of ways. This can be from registration forms, referral details from our clinical or administration team, other third party healthcare providers or hospitals, directly from you or your authorised representative.
We will likely hold the following basic personal information about you: your name, address (including correspondence), telephone numbers, date of birth, emergency contact and next of kin contacts, etc. We might also hold your email address, marital status, occupation, residency status, place of birth and preferred name or previous name(s).
In addition to the above, we may hold sensitive personal information about you which may include:
- Notes and reports about your health, treatment and care, including:
- your medical conditions
- results of investigations, such as x-rays and laboratory tests
- future care you may need
- personal information from people who care for and know you, such as relatives and health or social care professionals
- other personal information such as smoking status, alcohol intake and any disabilities
- Your religion and ethnic origin
- Your identified gender or sexual orientation
- Whether or not you are subject to any protection orders regarding your health, wellbeing and human rights (Safeguarding status).
It is important for us to have a complete picture of you as this will assist staff to deliver appropriate treatment and care plans in accordance with your needs.
What do we do with your personal information?
Your records are used to directly, manage and deliver healthcare to you to ensure that:
- The staff involved in your care have accurate and up to date information to assess and advise on the most appropriate care for you.
- Staff have the information they need to be able to assess and improve the quality and type of care you receive.
- Appropriate information is available if you see another healthcare professional, or are referred to a specialist or another part of the Jersey Health Service, social care or other health provider in Jersey, UK or elsewhere.
What we may do with your personal information?
The personal information we collect about you may also be used to:
- Remind you about your appointments and send you relevant correspondence.
- Review the care we provide to ensure it is of the highest standard and quality, e.g. through audit or service improvement;
- Support the funding of your care, e.g. with commissioning organisations;
- Prepare statistics on Primary Care performance to meet the needs of the population or for the Health Department and or other regulatory bodies;
- Help to train and educate healthcare professionals;
- Report and investigate complaints, claims and untoward incidents;
- Report events to the appropriate authorities when we are required to do so by law;
- Contact you with regards to patient satisfaction surveys relating to services you have used within our organisation so as to further improve our services to patients
Where possible, we will always look to anonymise/pseudonymise your personal information so as to protect patient confidentiality, unless there is a legal basis that permits us to use it and we will only use/share the minimum information necessary.
Who do we share your personal information with and why?
We may need to share relevant personal information with other healthcare organisations. For example, we may share your information for healthcare purposes with health authorities such as Jersey Health Department, Social Security Department, NHS UK, Out of Hours Service, other general practitioners (GPs), ambulance services, private consultants, primary or secondary care service providers, etc. We will also share information with other parts of the Jersey Health Department and those contracted to provide services to the Health Department in order to support your healthcare needs. We may need to share information from your health records with other non-Health Department organisations from which you elect to or are also receiving care from, such as Social Services, private consultants, secondary care providers or private care homes. However, we will not disclose any health information to third parties without your explicit consent unless there are circumstances, such as when the health or safety of others is at risk or where current legislation permits or requires it. There are occasions where the Practice may be required by law to share information provided to us with other bodies responsible for auditing or administering public funds, in order to prevent and detect fraud. There may also be situations where we are under a duty to share your information, due to a legal requirement. This includes, but is not limited to, disclosure under a court order, sharing with the Jersey Primary Care Governance Team for inspection purposes, the police for the prevention or detection of crime or where there is an overriding public interest to prevent abuse or serious harm to others and other public bodies (e.g. Social Security for the misuse of public funds in order to prevent and detect fraud).
For any request to transfer your data internationally outside Jersey or the UK/EU, we will make sure that an adequate level of protection is satisfied before the transfer.
The Practice is required to protect your personal information, inform you of how your personal information will be used, and allow you to decide if and how your personal information can be shared. Personal information you provide to the Practice in confidence will only be used for the purposes explained to you and to which you have consented. Unless, there are exceptional circumstances, such as when the health or safety of others is at risk, where the law requires it or there is an overriding public interest to do so. Where there is cause to do this, the Practice will always do its best to notify you of this sharing.
How we maintain your records?
Your personal information is held in both paper and electronic forms for specified periods of time as set out in the Information Government Alliance Records Management Code of Practice for Health and Social Care. Whilst this is UK legislation for NHS Providers, it is used in Jersey as a ‘Best Practice Solution’ in the void of our own similar procedures.
We hold and process your information in accordance with the Data Protection (Jersey) Law 2018 and where appropriate the General Data Protection Regulation. In addition, everyone working for our Practice must comply with the Contractual Duty of Confidentiality and various national and professional standards and requirements.
We have a duty to:
- maintain full and accurate records of the care we provide to you;
- keep records about you confidential and secure;
- provide information in a format that is accessible to you.
Use of Email/SMS Text/Other Electronic Communications: Some services in the Practice provide the option to communicate with patients via email, SMS text or other electronic communications. Please be aware that the Practice cannot guarantee the security of this information whilst in transit, and by requesting this service you accepting this risk.
What are your rights?
If we need to use your personal information for any reasons beyond those stated above, we will discuss this with you and ask for your explicit consent. The Data Protection (Jersey) Law 2018 gives you certain rights, including the right to:
- Request access to the personal data we hold about you, e.g. in health records. The way in which you can access your own health records is further explained in our “patient access to medical records policy and request form” which is on our website: castlequaymp.co.uk
- Request the correction of inaccurate or incomplete information recorded in our health records, subject to certain safeguards.
- Refuse/withdraw consent to the sharing of your health records: Under the Data Protection (Jersey) Law 2018, we are authorised for the purposes of ‘Employment and Social Fields’ (Article 8) ‘Medical Purposes’ (Article 15) and ‘Public Health’ (Article 16). Your consent will only be required if we intend to share your health records beyond these purposes, as explained above (e.g. research). Any consent form you will be asked to sign will give you the option to ‘refuse’ consent and will explain how you can ‘withdraw’ any given consent at a later time. The consent form will also warn you about the possible consequences of such refusal/withdrawal.
- Request your personal information to be transferred to other providers on certain occasions.
- Object to the use of your personal information: In certain circumstances you may also have the right to ‘object’ to the processing (i.e. sharing) of your information where the sharing would be for a purpose beyond your care and treatment (e.g. as part of a local data sharing initiative).
- We will always try to keep your information confidential and only share information when absolutely necessary.
If you wish to raise a complaint on how we have handled your personal data, you can contact our Data Protection Officer who will investigate the matter and respond to you accordingly where appropriate.
Who is the Practice Information Governance Lead?
Dr Nigel Minihane Senior Partner Email:[email protected]
Castle Quay Medical Practice, La Rue De L’Etau
St Helier, JE2 3EH
Who is the Data Protection Officer?
Michelle Le Verdier, Practice Manager,
Castle Quay Medical Practice,
La Rue De L’Etau,
Email: [email protected]
Telephone: 01534 833 833
How to contact the Information Commissioners Office
The Office of the Information Commissioner Jersey (OICJ) is the body that regulates the Practice under Data Protection and Freedom of Information legislation. oicjersey.org/. If you are not satisfied with our response or believe we are processing your personal data not in accordance with the law you can complain to the OIC at:
Office of the Information Commissioner
Brunel House, Old Street
St Helier, Jersey
Email: Email: [email protected] Telephone: 01534716530
Transferring to another practice
If you decide at any time and for whatever reason to transfer to another practice we will transfer your medical records to your new doctor on receipt of your signed consent from your new doctor.
We hope this information has explained any issues that might arise. If you have any questions please speak to your doctor, any member of the administration team or alternatively ask to speak to the practice manager Michelle Le Verdier.
We Care About Your Privacy
The Information We Collect
Many of our services may require the supply of personal information. When contacting us, we may ask for details such as your name, email address and telephone number. If you choose to register for our newsletter, we will require personal information including your name and email address.
What We Do With The Information
All of the information collected from the website is solely used for the purposes outlined in this document. We do not divulge any information to anyone outside of Castle Quay without prior consent from the website visitor – unless it is necessary to provide a requested service.
How We Make Your Information Secure
Castle Quay take every necessary step to ensure that your personal information is secure. We follow strict policies and follow best practice standards of security when collecting personal information. The website uses HTTPS (This is an adaptation of the Hypertext Transfer Protocol (HTTP) for secure communication over a computer network) to help protect against your personal information being stolen, destroyed or divulged to third parties. Your personal details are stored at our restricted offices which have no unauthorised access.
What We Collect
Through the use of contact forms, call back requests and newsletter sign-ups, we may collect, but are not limited to, the following information:
- name and job title
- website details
- contact information including email address and phone number
- demographic information such as location
- preferences and interests
What We Do With The Information We Collect
We try our best to understand your needs and provide you a high level of service. We may use the information collected for the following reasons: Internal record keeping Improve our products using your email addresses, we will from time to time send you promotional emails with things that may be of interest to you, such as news, offers and industry related articles to customise the website according to your interests
Cookies are files which can be placed onto your computer’s hard drive, with your prior consent. There are numerous benefits to having cookies placed on your hard drive. If you have accepted, cookies are used to identify when you visit a particular site, as well as analyse web traffic. Cookies also facilitate a more personal web experience, allowing web applications to gather information about your preferences, and respond to you as an individual.
Please visit: http://www.aboutcookies.org for more information on cookies.
At Castle Quay, traffic log cookies are used to identify the pages that are being used. From the data provided by these cookies, we can analyse the traffic to our website and tailor it to our customer’s needs. This information is only used for the purpose of statistical analysis and the betterment of your user experience. You can choose whether to accept cookies, or not. Many web browsers accept cookies. You can decline cookies in your browser settings if you wish. However, our website and many others may no longer function correctly.
If you accept cookies, we can see which pages our visitors find useful and which are not. This provides us information to be used for a better user experience. Cookies do not allow us to do anything untoward like gain access to your computer.
This website uses the following cookies:
Google Analytics: This cookie allows us to see information on user website activities including, but not limited to page views, source and time spent on website. The information is anonymised and is displayed as numbers, meaning it cannot be tracked back to individuals. This will help to protect your privacy. Using Google Analytics we can see what content is popular on our website, and strive to give you more of the things you enjoy reading and watching.
Google AdWords: We use the Google Advertising platform to promote our services. The cookies from Adwords allow us to provide a better advertising experience
Facebook Advertising: We use Facebook advertising conversion tracking and retargeting pixels, which allows us to collect or receive information from your website and elsewhere on the internet and use that information to provide measurement services and target advertising.
DoubleClick: We use remarketing codes to log when users view specific pages, allowing us to provide targeted advertising in the future.
Email Marketing We Send May Contain Tracking Codes
If you have opted in to receive newsletters, then this may include tracking codes that help us understand who, as well as how many people have opened or clicked on each email. This data helps us to create better emails in the future, and provide you with a better service. This data is stored on the servers of our email partners and covered under their security measures.
Third Party Links
This website may contain links to other websites. However, we cannot be responsible for the protection and privacy of any information which you provide whilst visiting these sites and as such are not governed by this privacy statement.
Hyperlinks on this site may be shortened to hide long links for functionality and tracking.
Controlling Your Personal Information
You may choose to restrict the collection or use of your personal information in the following ways: if you have previously agreed to us using your personal information for direct marketing purposes, you may opt-out at any time by emailing us which you can do via the website.
You may request details of personal information which we hold about you under the Data Protection Act 1998. A small fee will be payable. If you would like a copy of the information held then please contact us. If you notice or know that any information we are holding about you is incorrect, please write to or email us as at the address detailed on the website. We will correct any information you indicate to be incorrect as soon as possible.
Variations To The Policy
We reserve the right to alter and change information provided in this document at our own discretion and therefore this document should be regularly referred to for updates and variations. If you have any questions regarding this policy, our contact details are as follows:
T: 01534 833833
Terms & Conditons
The information available on this Website is provided on an “as is” basis without any representations or endorsements made and without any warranty of any kind whether express or implied, including but not limited to implied warranties of fitness for purpose, merchantability and accuracy.
Whilst every effort is made to ensure the accuracy of the information contained within this website, nothing contained is intended to constitute advice of any sort, whether legal or otherwise and the basis on which you acquire or make use of any information is that the information is suitable for use by you in conjunction with proper advice as to its application and adaptation for your particular requirements.
We will not have any liability to you at all if you use any information without obtaining appropriate advice. By using the Website you agree that in no circumstance shall Castle Quay Medical be liable for any indirect, incidental, special or consequential damages, including, but not limited to, loss of business or profits or any other financial loss, arising out of or in any way connected with the use of the Website or its information, under any law or on any basis whatsoever whether contractual or otherwise.
The Website may contain hyperlinks to websites operated by other parties. We do not control such websites and we take no responsibility for, and will not incur any liability in respect of, their content. Our inclusion of hyperlinks to such websites does not imply any endorsement of views, statements or information contained in such websites.
Alteration of Terms and Conditions
We reserve the right to alter the Terms and Conditions from time to time.
This Agreement constitutes the entire agreement between us concerning its subject matter.
If any provision of this Agreement is held to be invalid or unenforceable, such provision shall be struck out and the remaining provisions shall remain in force.
Your statutory rights are not affected.
This Agreement shall be governed by and construed in accordance with the laws of Jersey, and each of the parties submits to the exclusive jurisdiction of the courts of Jersey.