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Suggestions / Criticism / Complaints

We operate a comprehensive complaint procedure in line with national policies. All comments and complaints will be dealt with seriously, promptly and confidentially. Complaints can be made in writing or by completion of a standard complaint form available from the practice. Your complaint will be recorded and acknowledged within three working days and we will provide a substantive response four weeks from receipt. Should any matter remain unresolved you have the right to refer the matter to the Health Authority and seek advice from the the local Community Health Council. Please send all complaints for the attention of the Practice manager.

Please also note that we have to respect our duty of confidentiality to patients and a patient’s consent will be necessary if a complaint is not made by that patient in person. The complaints procedure should ensure all complaints are dealt with swiftly and fairly and hopefully to the satisfaction of all concerned.

Zero Tolerance to abusive behaviour

The Doctors and Staff of this Surgery re-affirm their commitment to do everything possible to protect themselves, patients and visitors from unacceptable behaviour and their zero tolerance of any incident that may cause hurt, alarm, damage or distress.  This includes actual or threatened physical violence or verbal abuse, which leads to fear for a person’s safety.

In this situation we are obliged to notify the patient in writing of their removal from the list and record in a patient’s medical records the fact of the removal and the circumstances leading to it.

Patient/Practice Responsibilities

We have a charter for patients and the Practice. We will offer you the best service possible and expect full cooperation from our patients. For more details, please speak to reception.

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 provide the best possible care. We have a fully computerised medical record system which means information about your healthcare is held on a secure server. You have the right to know what information we hold about you. Please ask the receptionist if you wish to see or obtain a copy of your record. If you are referred to a hospital specialist you are also welcome to request a copy of the referral letter. NHS Connecting for Health is currently developing the National Care Records Service, which will create a Summary Care Record (SCR) for each individual patient (by 2010), to be held centrally. At this pilot stage the record is limited to current medication, known allergies and adverse reactions. Eventually the aim is to enable healthcare staff jointly involved in your care, such as your GP and your hospital consultant, to easily access and share information through this national record. You have the right to withdraw your consent to information being shared.

Your Medical Records

How Your Records Are Used To Help Us

As you know, your Doctor and the team of health professional caring for you keep records about your health and the care you receive from the National Health Service.  These are important to help ensure that you receive the best possible care from us.

Your records are use in the following ways to guide and administer the care you receive:

  • To ensure that your Doctor or nurse has accurate and up to date information to assess your health and decide what care you need when you visit in the future.
  • To ensure that full information is available should you see another Doctor or be referred to a specialist or another part of the NHS.
  • To ensure that there is a good basis for looking back and checking on the type and quality of the care you receive.
  • To ensure that your concerns can be properly investigated if you need to complain.

Your records also help to plan NHS services for the future and ensure that there is a good basis for checking that NHS money has been well spent and that staff are paid for the work they have done.

Whilst always preserving confidentiality, your records can also help us to help you by:

  • Assisting with the teaching and training of health care professionals (you choose whether or not to be involved).
  • Assisting with health research (if you need to be personally involved with the research you will be contacted and asked whether you are willing to participate.  You will not be identified without your agreement).