Confidentiality

Confidentiality of medical records and personal information is taken very seriously within the Practice. All staff members are bound by strict rules of confidentiality and comply with the Data Protection Act.

The Practice uses computers for clinical as well as administrative purposes and will collect information concerning your health as part of the process of providing your health care. Information is only made available to staff members who need to know. Identifiable information will be shared with others outside the practice in the following circumstances:

1. To provide further medical treatment e.g. hospital
2. To help you access other services e.g. social services
3. When there is a duty of care to others e.g. child protection.

Occasionally medically qualified persons may also access the practice records in order to verify standards of quality. This is done in a way that protects your identity.

All patients have a right to access their health records. Application for access should be made in writing to the Practice Manager who will explain the process.

Freedom of Information

The ICO has published a new Model Publication Scheme that all public authorities are required to adopt by 1st January 2009.

Model Publication Scheme - further information

Comments & Complaints

The doctors and staff strive to give a high standard of patient care and to maintain the best possible relations with patients at all times. However, we accept that from time to time patients may feel dissatisfied and in such cases we act quickly when problems arise.

If you have any comment, complaint or suggestion on any aspect of the service provided, please bring this to the attention of the Practice Manager who will address your concerns and conduct a full investigation if appropriate.

The Health Service Ombudsman

The Health Service Ombudsman has published a booklet that describes the ‘six principles for remedy’ in relation to complaints handling and involves:

1. Getting it right
2. Being customer focused
3. Being open and accountable
4. Acting fairly and proportionately
5. Putting things right
6. Seeking continuous improvements

If you remain unhappy after everything has been done to try to resolve your concern or complaint you have the right to approach the Ombudsman.
Tel: 0345 015 4033
Email: phso.enquiries@ombudsman.org.uk
Write: Millbank Tower, Millbank, London SW1P 4QP.

Practice Survey

We carry out an annual practice survey and invite patients to express their opinions about the service we provide. The information is collated and used to improve the service. We value your opinion in identifying issues requiring attention.

Zero tolerance towards aggression at the Surgery

The Practice does not tolerate inappropriate verbal or threatening behaviour towards any member of staff, other patients/visitors. Such behaviour from a patient will be investigated and may result in removal from the practice.