Confidentiality

All aspects of consultations and treatments at the surgery are confidential. Patients can be assured that all staff have a legal duty of confidence and are fully trained in this aspect. This applies whether you are over or under 16. If you are under 16 you may attend an appointment with the doctor or nurse without your parent or guardian if you wish. You may be reassured that your consultation will “go no further”. If you are under 16 there may be times when the doctor or nurse will encourage you to discuss your visit to the surgery with your parent or guardian.

Freedom of Information

The ICO has published a new Model Publication Scheme which the practice adopted by the required deadline of 1st January 2009.

Model Publication Scheme - further information

Comments & Complaints

Our aim is to provide high quality care and a friendly, efficient service. Sue Rosborough, our Practice Manager is available if you wish to make any enquiries about administrative or non-medical aspects of your health and treatment.

A box is provided in our waiting room for any suggestions you may wish to make and a comments book is available at reception.

We run a practice based complaints procedure in accordance with national guidelines. Should you wish to make a complaint please contact Sue Rosborough.

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.

• The services we provided are detailed on this website and the practice complies with all GMC guidance in the provision of these services.
• A routine appointment will be available within two normal working days. Please treat practice staff and other staff in a pleasant manner.
• An emergency appointment will be available the same day (excluding weekends and Bank Holidays.)
• When the need arises, a home visit will be provided on the same day (provided the request is made before 10.00am). Emergency visits will be provided the same day.
• We will treat patients in a pleasant manner
• If your appointment is delayed by more than 30 minutes, an explanation will be offered.
• Suggestions/complaints can be directed to our Practice Manager (Sue Rosborough) or to any of the partners.
• Staff have access to medical records but will only do so when medically necessary. Medical information is only disclosed to persons or organisations outside the NHS on written authority given by the patient. Patients have a right to confidentiality and we have a duty to respect this at all times.
• Confidential personal health information will only be used in accordance with the relevant Acts of Parliament, GMC guidance and local policy.

  Note: GMC guidance (2009) states that patients’ personal information may be disclosed within the healthcare team for the sake of their health or for local clinical audit.

• Please treat practice staff and other staff in a pleasant manner
• Please attend the surgery if possible, as this gives the best opportunity for diagnosis and treatment
• Please request home visits before 10.00am
• Please use an appointment for ONE person only. If you wish to have an appointment for more than one person, please make this clear when making the appointment
• Please attend for your appointment or give adequate notice of cancellation
• Please keep details of your address and phone numbers up-to-date
• The practice reserves the right to remove from its list any patient who is violent or abusive against any staff or other patients