Confidentiality

We respect your right to privacy and keep all your health information confidential and secure. It is important that the NHS keeps accurate and up-to-date records about your health and treatment so that those treating you can give you the best possible ad-vice and care.

This information is only available to those involved in your care and you should never be asked for personal medical information by anyone not involved in your care.

Personal information is held on a computer in accordance with the data protection act. 

Access to Records

In accordance with the Data Protection Act 1998 and the Access to Health Records Act 1990 - patients may request to see their medical records. Such requests are by appointment and may be subject to an administration charge. No information will ever be released without your con-sent unless we are legally obliged to do so.

In return we ask you to

• Ensure that your written consent accompanies any request you have authorised for medical information.

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

Comments are always welcome and may be made to any of the Doctors. All comments are considered and, where appropriate, responded to on an individual basis.

Complaints should be made through the Practice Manager. They will be treated seri-ously and acknowledged, in writing, within two working days of receipt. 

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.

Practice Charter

This Practice aims, always to provide the best possible standard of health care for our Patients. We provide a complete range of services through primary care and take every opportunity to expand the range so that you will always have the maximum care available. The Practice Patients' Charter sets out a statement of what you can expect from us and what we ask of you in return, so that we can work in harmony together and maintain the aims we have indicated.

General

• We will treat you with respect and courtesy and help you to make the best use of our service.
• Any advice on treatment will be based on clinical need. We will always be willing to explain our findings and the advice we give including choices of treatment.
• We will maintain strict confidentiality over your details and will not divulge information even to a family member without your consent.

In return we ask you to

• Treat all staff with respect and courtesy.
• Accept that verbal or physical abuse will not be tolerated and could lead to removal from the practice list.
• Accept that your health is your own responsibility which we can help you with but can not take over for you.
• Learn from us how to deal with common ailments which do not need professional attention and how to lead a healthy life-style.
• Notify us of any change of address.

TELEPHONE ACCESS 3885600

• Calls will be answered and dealt with as quickly as possible during normal working hours. In emergencies, when the surgery is closed the answering machine will give you the Doctor¡'s contact number.
• Over the lunch time period there is usually only one member of staff answering telephones.

In return we ask you to

• Remain patient and keep calls as brief as possible.
• Avoid calling at peak times for non-urgent matters.