Confidentiality

We respect your right to privacy and keep all your health information confidential and secure.  Details of our confidentility policy and why we keep information about you can be found in the links below.

Confidentiality Policy

Keeping your Confidence

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 care. This information may be used for management and audit purposes. However, it is usually only available to and used by, those involved in your care. You have the right to know what information we hold about you.

Access to Medical Records / Data Protection

The practice is registered, and complies, with the Data Protection Act 1998. Any request for access to notes by a patient, patient’s representative or outside body will be dealt with in accordance with the Act. Please contact the Business Manager for further information.

Access to Patient Information

Everyone working in the NHS has a legal duty to maintain the highest level of confidentiality with regard to patient information. Your medical history is/will be recorded on the practice computer system in line with national guidance and sometimes in paper records. Very strict security measures on the clinical system ensure that authorised users only access these records. For further information about who has access to patient information can be downloaded from the link below.

Access to Patient records and the Data Protection Act

We are not able to give any information about a patient to a relative or friend unless we have a recent signed consent form from the patient allowing us release specific information to a named person.

Application form to access patient records

Freedom of Information

The Freedom of Information Act 2000 obliges the practice to produce a publication scheme. A publication scheme is a guide to the classes of information the practice intends to routinely make available.

Freedom of Information Fact Sheet

Summary Care Record

The practice currntly uses a clinical system which does not link in to the Summary Care Record system (spine).  You may hear from friends locally in the near future that they are being contacted about their medical information being made available to those requiring appropriate access anywhere in the country.

We have not yet been informed when our patients will be contacted.

Comments & Complaints

Comments and Suggestions

We are always interested to hear comments and suggestions regarding any aspect of our medical practice group. Please put these in writing to the Business Manager.

Complaints and Compliments

We operate a practice complaints procedure as part of the NHS system for dealing with complaints. Our system meets the national criteria.

Although we hope that you do not have cause to complain about the service you receive from our surgery, should you wish to do so please obtain an information leaflet and form from the Reception Desk or download details from the link below and forward to our Business Manager, Anne Brooks.

Our aim is to give you the highest possible standard of service, we will try to deal swiftly with any problem that may occur.  

Information and Form for Patient Complaints 

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.

Help Us to Help You 

• Please avoid telephoning during peak times 8-9 am and 2-3pm for non-urgent matters
•  Please treat all doctors and practice staff with the same courtesy and respect you would expect to receive.

Zero Tolerance

We all aim to treat our patients courteously at all times and expect our patients to treat our staff in a similarly respectful way. We take seriously any threatening, abusive or violent behaviour. A zero tolerance policy towards violent, threatening and abusive behaviour is now in place throughout the National Health Service.

The staff in our practices have the right to work in an environment free from violent and threatening or abusive behaviour and everything will be done to protect that right.

At no time will any violent, threatening or abusive behaviour be tolerated in our practices. If you do not respect the rights of our staff we may choose to inform the police and make arrangements for you to be removed from our medical list.