Confidentiality

The practice complies with Data Protection and Access to Medical Records legislation.

Everyone working in the NHS has a legal duty to maintain the highest level of confidentiality in respect of patient information.

We ask for information about you so that you can receive the best possible care. We keep this information, together with detials of your care, to ensure that your doctor or nurse has accurate and up to date information.

For further information please refer to the leaflets available in reception entitled "your health record protecting your information"

DATA PROTECTION ACT – PATIENT INFORMATION

We need to hold personal information about you on our

Computer system and in paper records to help us to look after your health needs, and your doctor is responsible for their accuracy and safe-keeping. Please help to keep your record up to date by informing us of any changes to your circumstances.

Doctors and staff in the practice have access to your medical records to enable them to do their jobs. From time to time information may be shared with others involved in your care if it is necessary. Anyone with access to your record is properly trained in confidentiality issues and is governed by both a legal and contractual duty to keep your details private.

All information about you is held securely and appropriate safeguards are in place to prevent accidental loss.

In some circumstances we may be required by law to release your details to statutory or other official bodies, for example if a court order is presented, or in the case of public health issues. In other circumstances you may be required to give written consent before information is released – such as for medical reports for insurance, solicitors etc.

To ensure your privacy, we will not disclose information over the telephone or fax unless we are sure that we are talking to you. Information will not be disclosed to family, friends, or spouses unless we have prior written consent, and we do not leave messages with others.

You have a right to see your records if you wish. Please ask at reception if you would like further details and our patient information leaflet. An appointment will be required. In some circumstances a fee may be payable.

Freedom of Information

The Freedom of Information act requires the Practice to produce a publication scheme.

A publication scheme is a guide to the classes of information the practice intends to make routinely available.

The scheme is available on request from reception

Comments & Complaints

We are constantly looking at ways of improving our service to you. If you have any complaints about the practice, please see Mrs. Allen the Practice Manager, who will aim to resolve dissatisfaction

We are aware that things can sometimes go wrong resulting in a patient feeling that they have a genuine cause for complaint. In such cases we would wish for the matter to be settled as quickly and as amicably as possible.

To pursue a complaint please contact the practice manager and she will deal with your concerns appropriately. 

If you are dissatisfied with the way your complaint has been handled you can contact PALS (Patient Advice and Liaison Service) Freephone 0800 923 2222

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.

We are continually striving to improve our service. Any helpful suggestions would be much appreciated  Please email any comments or suggestions to reception@gp-L81643.nhs.uk

Please help us by arriving at the surgery on time, treating the surgery staff with respect  Please think of the needs of others when using our services.

It is not acceptable to be violent or abusive to the staff or doctors. Such behaviour will probably lead to your being asked to register elsewhere.

Patient Responsibility

How you can help us to help you

• Please treat the doctors and practice staff  with courtesy and respect

• Please do everything you can to keep appointments. Tell us as soon as possible if you are unable to attend.

• Please remember to tell us if you no longer need your appointment.

• Please let us know if you change your name, address or telephone number

• Please ensure that any requests for home visits are made before 10.30am. Home visits are for those patients who are genuinely too ill or infrim to be brought to the surgery.

• Please do not call the out of hours service except in real cases of emergency. 

• Please remember to check your medicine cupboards before ordering repeat prescriptions.

Practice Responsibility

• You will be treated as a partner in the care you receive
• You will be treated as an individual and will be given courtesy and respect at all times, irrespective of religious and cultural beliefs.
• We will answer the telephone promptly and courteously
• We will advise you about how and when to obtain the results of any tests or xrays
• We will visit you at home if you are too ill or infirm to be brought to the surgery.
• We will maintain accurate medical records
• We will offer advice and information about health promotion and avoidance of illness.
• We will treat all patient information as strictly confidential
• We will tell you how you can make suggestions and complaints about the services on offer.
• You have the right to see your medical records in accordance with current legislation.

Local Patient Record Network

Improving your care through the appropriate sharing of information

This practice is a member of the GP Care Local Patient Record Network.

This means that key areas of your medical record may be made available to approved local NHS hospitals and Out of Hours care providers who may be responsible for your care out of hours or in an emergency.

This information will only be accessed by trained staff and only with your consent (unless you are too ill to give it).  We believe that sharing this information will improve the quality of healthcare you receive, when you need NHS treatment outside of the surgery, but the choice to share this information is yours.

For a detailed information leaflet or to opt out of making your records available on this local network, please speak to a receptionist.

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