CONFIDENTIALITY

Your personal information is recorded in your computerised medical records. We are registered under the Data Protection Act. The practice ensures that patient confidentiality is maintained at all times by all members of the practice team.

However, for the effective functioning of a multi-disciplinary team it is necessary that medical information is shared between members of the practice team who are also bound by medical confidentiality.

Apart from the staff of the practice, access to patient information will only be divulged after written consent has been obtained from the patient and then only to those named in the consent declaration.

FREEDOM OF INFORMATION - PUBLICATION SCHEME

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.

This scheme is available from reception or alternatively it is published on our website.

Comments & Complaints

We are happy to accept and consider comments and suggestions from our patients. Please leave your views in writing at reception and they will be passed to the appropriate person. Our aim is to give the highest possible standard of service and to deal swiftly with any concerns.

However, if you have a complaint or concern about the service you have received we request, in the first instance, that you speak informally with the Practice Manager or one of the partners who will be happy to help. We operate a practice complaints procedure as part of an NHS system for dealing with complaints.

Forms can be obtained from reception. Our complaints procedure meets the national criteria. The full complaints procedure can be viewed on our website or a copy can be obtained from the Practice Manager.

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.