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.

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.

Help us to help you

• Try and be up to date with immunisations and vaccinations
• Attend the appropriate clinic for your regular checks
• Asthma, Diabetes, Well Person, Menopause and Coronary Heart Disease clinics are held at regular intervals
• Cervical Smears are done at regular intervals as well
• For your Travel immunisations contact the reception
• Look after yourself by eating a balanced diet, taking exercise (20 minutes of moderate exercise 3 times a week), sensible drinking (less than 21 units a week) and avoiding smoking
• If you can’t keep your appointment help us to give that time to someone else by informing the receptionist as soon as possible.
• One person only per appointment, PLEASE!
• If you are on regular medication it is important you have a check up at least once every 6 months. Please order your repeat prescription at least 48hours in advance.
• New patients will be asked to fill in a questionnaire, as the old records take time in reaching us. You will also be required to attend registration medical checks with our Nurse Practitioner.
• If you are interested in us providing you with the most efficient service, please join our “PATIENT PARTICIPATION GROUP”. See their noticeboard for the details of their next meeting.