Confidentiality

We realise that sometimes the main reception desk is a little public, so if you wish to discuss something of a confidential manner please mention it to the receptionist and she will arrange for you to speak to someone privately.

All patients' records and information will be handled in the strictest confidence in accordance with NHS regulations and codes of practice (Access to Medical Records Act 1991 and subsequent amendments and Data Protection Act 1998).

Results of tests and investigations will be given to the patient only (except in appropriate circumstances) with proof of identity being required as necessary.

A patient's consent will always be sought when students are present or for video consultations for training purposes.

Patients' medical records may sometimes be examined by officers of the Primary Care Trust undertaking financial audits. These officers are bound by strict rules of confidentiality and the protection of patient information. .

Freedom of Information

The ICO has published a new Model Publication Scheme that all public authorities are required to adopt by 1st January 2009.

Model Publication Scheme - further information

Suggestions & Complaints

We hope that you will find the service offered efficient, accessible and relevant to your needs. We operate a practice complaints procedure as part of the NHS system for dealing with complaints. Our system meets national criteria.

Our practice complaints leaflet gives details of the procedure and is available from reception. If you have any comments please ask to see the practice manager who will always be willing to discuss them with you. We do not claim to get everything right, but we do need to know where things are going wrong to be able to improve the service to our patients. Our aim is to give the highest standard of service and 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.

PALS (Patient Advice and Liaison Service)

The NHS employs over a million staff in thousands of locations. It is a large and complex organisation providing a broad range of services. It is not surprising that sometimes you or a loved one may feel bewildered or concerned when using the NHS. And this can be at times when you are feeling at your most vulnerable and anxious.

So, what should you do if you want on the spot help when using the health service? The NHS expects all members of staff to listen and respond to you to the best of their ability. But sometimes, you may wish to talk to someone employed especially to help you. The Patient Advice and Liaison Service, known as PALS, has been introduced to ensure that the NHS listens to patients, their relatives, carers and friends, and answers their questions and resolves their concerns as quickly as possible.

PALS also helps the NHS to improve services by listening to what matters to patients and their loved ones and making changes, when appropriate.

What does PALS do?

In particular, PALS will:

• Provide you with information about the NHS and help you with any other health-related enquiry
• Help resolve concerns or problems when you are using the NHS
• Provide information about the NHS complaints procedure and how to get independent help if you decide you may want to make a complaint
• Provide you with information and help introduce you to agencies and support groups outside the NHS
• Inform you about how you can get more involved in your own healthcare and the NHS locally
• Improve the NHS by listening to your concerns, suggestions and experiences and ensuring that people who design and manage services are aware of the issues you raise
• Provide an early warning system for NHS Trusts and monitoring bodies by identifying problems or gaps in services and reporting them.

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Find out more

If you would like more information about PALS, the functions it is intended to provide and the standards it should strive to achieve , follow this link.