Freedom of Information

You are entitled by law to have access to your medical records. Please apply in writing to Joy Dawson, practice manager. An access fee may be charged together with the cost of any photocopies.

Information Sharing Policy

Under the Data Protection Act 1998 the practice is responsible for maintaining the confidentiality of any information we hold about our patients. As part of patient care, information is shared between members of the healthcare team, some of whom you may not meet. Information collected may also be used on an anonymised basis to help maintain and improve quality of care and plan services for our patients. Anonymised data may also be passed on to the primary care trust to help improve the quality of care provided by the NHS generally. All information is treated as strictly confidential and is not given to anyone who does not need it. All staff members are bound to maintain patient confidentiality unless information is required by law to be released to relevant authorities, or released with patient consent. Please contact the practice manager if you have concerns.

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 the practice manager.

Comments & Suggestions

Our aim is to provide the highest possible standards of service to our patients. In keeping with NHS guidelines, the practice operates an in-house complaints procedure. Leaflets explaining the procedure are available from reception. Joy Dawson, practice manager, and Miss Linda Burkitt, assistant manager, will take details of any complaint you may have and will guide you throughout the procedure. We will try to deal swiftly with any problems that may occur.

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.