Confidentiality

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. This requires 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 2009.

Model Publication Scheme - further information

Comments & Complaints

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.

To pursue a complaint please contact the practice manager and she will deal with your concerns appropriately. Further written information is available on the complaints procedure from reception.

We are continually striving to improve our service. 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 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.

We are committed to giving you the best possible service. This will be achieved by working together.

Help us to help you.

• People involved in your care will give you their names and ensure that you know how to contact them. The doctors' and nurses' names are indicated on their door.
• People involved in your care and treatment will give you their names and ensure that you know how to contact them.
• You will be treated as a partner in the care and attention you receive.
• You will be treated as an individual and will be given courtesy and respect at all times, irrespective of your ethnic origin, religious belief, personal attributes or the nature of your health problems.
• Following discussion you will receive the most appropriate care given by suitably qualified people. No care or treatment will be given without your informed consent.
• We will give you full information about the services we offer. Every effort will be made to ensure that you receive the information which directly affects your care and treatment.

Your Responsibility To Us - Help us to help you.

• Please let us know if you change your name, address or telephone number.
• Please do everything you can to keep appointments. Tell us as soon as possible if you cannot. Otherwise, other patients may have to wait longer.
• Please request home visits by the doctor only when the person is too ill to visit the surgery.
• Please keep your phone call brief and avoid calling during the peak morning time for non-urgent matters.
• Test results take time to reach us, so please do not ring before you have been asked to do so. Enquiries about tests ordered by the hospital should be directed to the hospital, not the practice.
• We ask that you treat the doctors and practice staff with courtesy and respect.
• Please read our practice booklet. Along with this website it will help you to get the best out of the services we offer.
• It is important that you understand the information given to you. Please ask us questions if you are unsure of anything.
• Remember, you are responsible for your own health and the health of your children. We will give you our professional help and advice. Please act upon it.