The aim of the Practice is to ensure that we give the best possible service to all patients at all times. However, if you wish to comment on, or have any concern about, the service you receive from the doctors or staff, you may discuss this informally with the Practice Manager.
If you consider you have grounds for making a complaint please contact the Practice manager Mrs Sue Roberts, she will endeavour to deal with your problem either in person or on the telephone. If your complaint cannot be resolved to your satisfaction in this way please in the first instance write to the practice and we will ensure your complaint is thouroghly investigated. If your complaint is of a 'clinical nature' it will be dealt with by one of the GP's not involved in the complaint.
You should receive an acknowledgment within three days and the matter will be investigated immediately. You will be advised of the outcome of the investigation.
This is in line with the NHS procedure for local resolution of complaints. If you remain un-happy with the response from the practice further steps are available to you.
Your Medical Records
Your doctor and other health professionals caring for your health make notes about any diagnosis, test results and treatments, including prescriptions and other services you receive. These notes may be written in manual records or held on computer and ensure that you receive the best possible healthcare from us. Secretaries, Receptionists and other clerical staff need access to some of your records in order to complete administrative tasks, such as booking appointments and communicating with you and other parts of the NHS, such as hospitals.
Everyone working for the NHS, or anyone receiving information from us, has a legal duty to keep this information confidential. We will only pass on information about you if others involved in your care have a genuine need for it. We will not disclose your information without your permission, unless there are exceptional circumstances. We are required by law to report certain information to the appropriate authorities.
We are continually reviewing the confidentiality of your records and improvements are made whenever considered necessary. The law strictly controls the use and sharing of information and the practice is registered under the Data Protection Act 1998. Within the NHS we are also required to comply to the Caldicott Guidelines and the staff are subject to the Practice Policy for Information and Information Systems. A copy of this policy is available for you to read.
Access to Medical Records
The Data Protection Act 1998 allows you to find out what information is held about you on the Practice computer and in your written notes. If you wish to have access to your medical records you should apply in writing to the Practice Manager who will make arrangements for you to come to the surgery. You will need to bring some form of identification, preferably with a photograph. You are also entitled to receive a copy of your records, but you should note that a charge is usually made for this.
The Practice operates a ZERO TOLERANCE policy towards patients who are violent or abusive towards the doctors, the staff or other patients, no matter what the circumstances. Should the behaviour of any patient be found threatening or abusive they will be advised in writing that this is unacceptable and that it should not be repeated. Should they repeat their offensive behaviour the Practice will notify the patient that they are requesting the Primary Care Trust to remove them from the Practice list.