Confidentiality

In each consulting room there is a computer and a printer. Any information held on the computer is confidential between yourself and the practice. It ensures clinics can run smoothly and give as much information to the clinician as they require from your past medical history.

We, as a practice, are strictly bound by the rules of confidentiality and privacy as set out in the Data Protection Act of 1998. This means that we are unable to give out any information about a patient without his/her documented permission.

You have the right to view your medical records or have a copy of them – there is usually a fee for this service. Please apply in writing to either Rita Driscoll or Jonathan Whitford-Bartle

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 are always keen to hear of ways in which we can improve our care for patients and your feedback is important to us. Comments and suggestions can be made in writing, by telephone, via email (queen.square@gp-P81013.nhs.uk) or in person, ideally addressed to Joan Hanson (Practice Manager) or Jonathan Whitford-Bartle (Practice Director).

If you feel that our services have failed to meet your needs, please let us know. Informal concerns can be raised in person or by letter with Joan Hanson. If however, you wish to make a formal complaint, a copy of our Complaints Procedure can be obtained from Reception and the complaint should be made in writing to Mr Jonathan Whitford-Bartle. We strive to deal with any complaint, no matter how trivial or major, in a quick, efficient manner.

If we are unable to resolve the issue we may, if appropriate, refer your complaint to the Healthcare Commission.

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.

Rights & Responsibilities

Patients have the right to be treated courteously and with respect.  They can freely choose to see any of the available health care workers in the practice.  We aim to provide an appointment with a doctor or nurse within two working days of the request and if the problem is urgent then we will offer an appointment for the same day.  We strive to provide a very high standard of clinical care whilst remaining sympathetic to the wide variety of individual needs of our patients.

Patients have the right to complete confidentiality except when the keeping of this confidentiality may endanger life.  Information about patients is shared only with medical professionals who are involved in their care.  Patients can ask that information be restricted even more and this can be discussed with their doctor. Any patient information at all, requested by other parties, can only be given with the written consent of the patient. Patients have the right to read their records from the entries dated 1989 forwards. There will be a small administration charge for this service.

If patients are violent or abusive to other patients or workers of the practice, at the practice or in the community, then we will consider further action depending upon the situation. The result of this could involve removal from our patient list or involvement of the police.

We are a training practice involved in the training of future General Practitioners.  These are mostly doctors who have completed their hospital based training and are spending the last year in General Practice working towards their final GP exams (Registrars). We are also involved in training both doctors at earlier stages, and medical students, all of whom are closely supervised.

Trainees have full access to patient’s medical records.  This is essential for the purpose of training and patient care.  The strict rules of confidentiality are adhered to at all times throughout the whole practice.

From time to time, the practice may offer patients the opportunity to be involved in medical research projects.  Patients will not be asked to enter any research project without full information and written consent will always be obtained.