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VISIT http://www.nhs.uk/pages/home.aspx  For more information about Long Term Conditions, Health A-Z and Livewell

FAQs about the NHS Health Check

Practice Policies

Confidentiality

blue_folder_lockThe practice complies with Data Protection and Access to Medical Records legislation. Identifiable information about you will be shared with others in the following circumstances:

  • To provide further medical treatment for you e.g. from district nurses and hospital services.
  • To help you get other services e.g. from the social work department. This requires your consent.
  • When we have a duty to others e.g. in child protection cases Anonymised patient information will also be used at local and national level to help the Health Board and Government plan services e.g. for diabetic care.

If you do not wish anonymous information about you to be used in such a way, please let us know.

Reception and administration staff require access to your medical records in order to do their jobs. These members of staff are bound by the same rules of confidentiality as the medical staff.

Comments

good_ratingsPatients wishing to comment or make suggestions on the service we provide should contact the practice manager.

Complaints Procedure

We always try to give you the best service possible,

PATIENT COMPLAINT FORM

 

If you have a complaint or concern about the service you have received from the doctors or any of the personnel working in this practice, please let us know.  We operate a practice complaint procedure as part of an NHS complaints system, which meets national criteria.

 

HOW TO COMPLAIN

 

We hope that we can sort most problems out easily and quickly, often at the time they arise and with the person concerned. If you wish to make a formal complaint, please do so AS SOON AS POSSIBLE - ideally within a matter of a few days. This will enable us to establish what happened more easily.  If doing that is not possible your complaint should be submitted within 12 months of the incident that caused the problem; or within 12 months of discovering that you have a problem. You should address your complaint in writing to the practice  Development manager (you can use the attached form).  She will make sure that we deal with your concerns promptly and in the correct way. You should be as specific and concise as possible.

 

COMPLAINING ON BEHALF OF SOMEONE ELSE

 

We keep strictly to the rules of medical confidentiality (a separate leaflet giving more detail on confidentiality is available on request).  If you are not the patient, but are complaining on their behalf, you must have their permission to do so.  An authority signed by the person concerned will be needed, unless they are incapable (because of illness or infirmity) of providing this. A Third Party Consent Form is provided below.

 

WHAT WE WILL DO

 

We will acknowledge your complaint within 3 working days and aim to have fully investigated within 10 working days of the date it was received.  If we expect it to take longer we will explain the reason for the delay and tell you when we expect to finish. When we look into your complaint, we will investigate the circumstances; make it possible for you to discuss the problem with those concerned; make sure you receive an apology if this is appropriate, and take steps to make sure any problem does not arise again.

 

You will receive a final letter setting out the result of any practice investigations

 

 

 

 

TAKING IT FURTHER

 

If you are dissatisfied with the outcome

 

You have the right to approach the Ombudsman.

The contact details are:

The Parliamentary and Health Service Ombudsman

Millbank Tower

Millbank

London

SW1P 4QP

Tel:  0345 015 4033

Website:  www.ombudsman.org.uk

 

 

Details of Primary medical Services for our area may be obtained from:

 

Caroline Stead Contract manager (Medical)

 

Devon, Cornwall and Isles of Scilly Area Team

Sedgemoor Centre

St Austell

Cornwall

PL25 5AS

Email: caroline.stead@nhs.net

Telephone: 01726 627916

 

 

Complaining to NHS England:

By post to:

NHS England

PO Box 16738

Redditch

B97 9PT

By email to:

england.contactus@nhs.net

Please state: ‘For the attention of the complaints manager’ in the subject line.

By telephone:

0300 311 22 33 (Monday to Friday 8am to 6pm, excluding English Bank Holidays)

We will take a note of your complaint and arrange for it to be passed to a case officerhttp://www.england.nhs.uk/wp-content/uploads/2013/11/Interim-complaints-policy.pdf



 
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