Practice Policies and Complaints

Confidentiality & Medical Records

The 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.                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                           

Freedom of Information

Information about the General Practitioners and the practice required for disclosure under this act can be made available to the public. All requests for such information should be made to the practice manager.                                                                                                                                                                                                                                                                                                                                                                                                            

Violence Policy

The NHS operate a zero tolerance policy with regard to violence and abuse and the practice has the right to remove violent patients from the list with immediate effect in order to safeguard practice staff, patients and other persons. Violence in this context includes actual or threatened physical violence or verbal abuse which leads to fear for a person’s safety. In this situation we will notify the patient in writing of their removal from the list and record in the patient’s medical records the fact of the removal and the circumstances leading to it.                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                         

Complaints - A Patient Guide 

If you have a complaint or concern about the service you have received from the doctors or any of the staff working in the practice, please let us know.  We operate a practice complaints procedure as part of the NHS system for dealing with complaints.  Our complaints system meets national criteria. 

Making a complaint

We hope that most problems can be sorted out easily and quickly, often at the time they arise and by speaking with the person concerned.  If your problem cannot be sorted out in this way and you wish to make a written complaint please complete the complaints form provided on the website. If you attend the practice in person, please speak to a member of the reception staff who will be able to explain our complaints procedure to you and/or provide you with the appropriate form.  All complaints will be dealt with promptly and confidentially.

We would like you to let us know about your problem as soon as possible – ideally within a matter of days or at the most a few weeks – because this will enable us to establish what happened more easily.  If it is not possible to do that, please let us have specific details of your complaint:

  • within 6 months of the incident that caused the problem, or
  • within 6 months of discovering that you have a problem, provided this is within 12 months of the incident

What happens next?

Please complete the complaint form Complaint form and return by email to cahccg.sgppatients@nhs.net

Receipt of your complaint will be acknowledged within three working days.

Your complaint will be investigated to:

  • find out what happened
  • make it possible for you to discuss the problem with the practice, if you would like this
  • make sure you receive a considered response and/or an apology, where this is appropriate
  • identify learning points for the practice and make changes where appropriate

We aim to look into your complaint within ten working days of the date when you raised it and either to offer an explanation and conclusion satisfactory to both parties or if appropriate offer a meeting with Kareen Jeremiah (Practice Manager) to discuss the matter.

As a patient registered with the practice, you may of course request a meeting with Kareen Jeremiah at any stage – please speak to reception staff, who will arrange this for you.

Complaining on behalf of someonelse 

Please note that if you are complaining on behalf of someone else, we have to know that you have their permission to do so and there is a special form requiring the signature of the person concerned, unless they are incapable (because of illness) of providing this.  Reception staff can provide you with the necessary consent form.                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                               

Complaining to NHS England or Ombudsman

We hope that, if you have a problem, you will use our practice complaints procedure.  We believe this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our practice.  If you are dissatisfied with the result of our investigation, you can contact NHS England for further advice or the Parliamentary and Health Services Ombudsman- contact details as folows:

NHS Commissioning Board

NHS England

PO Box 16738,

Redditch, B97 9PT       

Tel:      0300 311 22 33 

Email: england.contactus@nhs.net                                                                                                                                                                                                                                                                                                                                                                                                                                                  

Parliamentary and Health Service Ombudsman

Millbank Tower

Millbank 

London 

Tel: 0345 015 4033

Email: phso.enquiries@ombudsman.org.uk

Website: http:?//www.ombudsman.org.uk/

      

 



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