CONFIDENTIALITY AND DATA PROTECTION

Please be assured that the confidential nature of consultations and records is respected at all times. The practice adheres to NHS guidelines in respect of patient information and is registered under the Data Protection Act. Information that we hold about our patients is kept secure and is only accessed by members of the surgery during the normal course of their duties. A full explanation of who has access to this information and your rights regarding disclosure of this information is available from reception on request.

Due to our strict code of patient confidentiality, the doctors, nurses and other staff are not able to discuss your results and medical conditions with relatives/partners etc. If someone is asking for information on your behalf, please advise us of your consent for them to do so.

FREEDOM OF INFORMATION ACT

The aim of this practice brochure is to provide you with as much information about the practice and the services we offer. We are also registered under the Freedom of Information Act.

PATIENT RIGHTS AND RESPONISIBILITIES

Our Patient Charter is displayed in the waiting room area and copies may be obtained on request from reception.

VIOLENCE AND ABUSE

Any patient or visitor who is violent, abusive or threatening, either physically or verbally towards any member of the surgery staff or other visitors will be asked to leave the premises and, if registered with us, may be removed from our list immediately. The police will be called in the event of a refusal to leave.

Comments & Suggestions

Our aim is to give the highest possible standard of service however, if problems occur we have a complaints policy which will ensure your concerns are promptly and thoroughly investigated.

Our reception staff will be happy to provide you with a copy of our policy, which meets with NHS criteria, on request. We also welcome suggestions, comments and compliments!

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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.

PALS (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 be at times when you are feeling at your most vulnerable and anxious.

So, what should you do if you want on the spot help when using the health service? 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. The Patient Advice and Liaison Service, known as PALS, has been introduced to ensure that the NHS listens to patients, their relatives, carers and friends, and answers their questions and resolves their concerns as quickly as possible.

PALS also helps the NHS to improve services by listening to what matters to patients and their loved ones and making changes, when appropriate.

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What does PALS do?

In particular, PALS 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.

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Find out more

If you would like more information about PALS, the functions it is intended to provide and the standards it should strive to achieve , follow this link.