The practice complies with Data Protection and Access to Medical Records legislation. Identifiable information about you will be shared with others in the following circumstances:
- To provide further medical treatment for you e.g. from district nurses and hospital services.
- To help you get other services e.g. from the social work department. However, this does require your consent.
- When we have a duty to others e.g. in child protection cases anonymised patient information will also be used at local and national level to help the Health Board and Government plan services e.g. for diabetic care.
If you do not wish anonymous information about you to be used in such a way, please let us know.
Reception and administration staff require access to your medical records in order to do their jobs. These members of staff are bound by the same rules of confidentiality as the medical staff.
Freedom of Information
The ICO has published a new Model Publication Scheme that all public authorities are required to adopt by 1st January 2018.
For more information, please click here:
Model Publication Scheme – further information
Comments & Suggestions
We make every effort to give the best service possible to everyone who attends our practice.
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.
Simply contact the Practice Manager and s/he will set all the necessary wheels in motion. Further written information is available on the complaints procedure from reception. We are continually striving to improve our service and achieve the highest possible standards. Any helpful suggestions would be much appreciated and a suggestion box is located in the waiting area.
The Health Service Ombudsman
The Health Service Ombudsman has published a booklet describing The Six Principles for Remedy’ in relation to complaints handling. This involves:
- Getting it right – Quickly acknowledging and putting right cases of poor service, and considering all factors for remedy ensuring fairness.
- Being customer focused – Understanding peoples needs, apologising when appropriate, and being sensitive and professional at all times.
- Being open and accountable – Being clear about how remedies are decided and keeping a clear record of this.
- Acting fairly and proportionately – Treating people without bias, unlawful discrimination or prejudice.
- Putting things right – Providing appropriate remedies, considering fully and seriously all forms of remedy (such as an apology, an explanation, remedial action, or financial compensation).
- Seeking continuous improvements – Using the lessons learned from previous complaints to ensure poor service is not repeated, and recording the remedy to and outcome to improve services.
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
Write: Millbank Tower, Millbank, London SW1P 4QP.
(Patient Advice and Liaison Service)
The NHS employs over a million staff in thousands of locations. It is a large and complex organisation providing a broad range of services. It is not surprising that sometimes you or a loved one may feel bewildered or concerned when using the NHS, and this can often be at times when you are at your most vulnerable and anxious.
The NHS expects all members of staff to listen and respond to you to the best of their ability, but sometimes you may wish to talk to someone employed especially to help you. So, what should you do if you want on the spot help when using the health service? The Patient Advice and Liaison Service, known as , has been introduced to ensure that the NHS listens to patients, their relatives, carers and friends, to answer their questions and resolve their concerns as quickly as possible.
also helps the NHS to improve services by listening to what matters to patients and their loved ones and making changes, when appropriate.
What does do?
In particular, will:
- Provide you with information about the NHS and help you with any other health-related enquiry.
- Help resolve concerns or problems when you are using the NHS.
- Provide information about the NHS complaints procedure and how to get independent help if you decide you may want to make a complaint.
- Provide you with information and help introduce you to agencies and support groups outside the NHS.
- Inform you about how you can get more involved in your own healthcare and the NHS locally.
- Improve the NHS by listening to your concerns, suggestions and experiences and ensuring that people who design and manage services are aware of the issues you raise.
- Provide an early warning system for NHS Trusts and monitoring bodies by identifying problems or gaps in services and reporting them.
Find out more
If you would like more information about , the functions it is intended to provide and the standards it should strive to achieve, follow this link.