Confidentiality

All our staff, whether medical or administrative, are committed to preserve the right of patients for confidentiality.

We go to considerable lengths to ensure this happens regardless of when, where and who you speak to.

All members of staff are bound by the legislation of the Data Protection Act, and as with all forms of patient confidentiality, we adhere stringently to government regulations and recommendations.

The Centre also has written statements concerning the Freedom of Information Act.

Should you require more information concerning either of the above, please contact our Practice Manager who will be pleased to assist you.

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

Quality and Patient Opinion

We regularly review the quality of our services and take any necessary action to improve them.

From time to time we conduct patient satisfaction surveys and value your opinions.

Please do tell us if you have any suggestions.

Complaints

If you feel the standard of the service you have received is not acceptable, we have a complaints procedure in place which you can discuss with our Practice Manager.

Please note however that the Centre’s complaints procedure cannot be used in relation to questions of legal liability or compensation.

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.

Help us to help you

We will help you – But you must help us too

We Undertake to

• Treat you with courtesy and respect irrespective of your ethnic origin or religious and cultural beliefs
• Discuss your care only with yourself
• Ensure you understand fully all the information given to you so that you can make an informed choice
• Proceed with treatment only once your consent has been received
• Ensure people involved in your care give you their names and that you know how to contact them
• Try not to keep you waiting for appointments
• Ensure nurses and other staff are made available to you
• Not prescribe medicine unless they are necessary
• Respond quickly to emergencies
• Keep your records confidential
• Listen to your complaints and take appropriate action

We expect you to

• Never be rude or discourteous to us and our staff
• Tell us if you cannot keep an appointment
• Give us 48 hours notice for repeat prescriptions
• Only ask for a home visit if you are too ill to come to the Centre
• Only telephone for advice or ask for a visit outside of our normal opening hours if it is unavoidable.