Everyone working for the NHS has a legal duty to keep information about you confidential. As you may receive care from other organisations as well as the NHS (eg Social Services), we may need to share some information about you so that we can all work together for your benefit. We will only ever use or pass on information about you if others involved in your care have a genuine need for it.
Information will not be disclosed to third parties without your permission unless there are exceptional circumstances or the information is to be provided in an anonymised, encrypted or aggregated form (eg for research or statistical analysis).
Your information may be used by the practice for management, audit and research purposes.
Your information may be used by the NHS to assess the needs of the general population, review services, review care standards, for teaching purposes, to conduct health research and development, to audit NHS accounts and services, to pay your GP for the care they provide, to prepare statistics on NHS performance, to investigate complaints, legal claims or untoward incidents. Information for these purposes is generally supplied in an anonymised, encrypted or aggregated form.
You have the right to know what information we hold about you. If you would like to see your records, please refer to our Access to Medical Records policy available on our website or from reception.
The practice complies with Data Protection and Access to Medical Records legislation.
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.
Access to Medical Records
No charge is made for patients wishing to view their medical records (or someone else's with express, written consent from the patient concerned). However, viewing must take place by prior arrangement.
Apply in writing to: Miss Bushra Rashid, practice manager or download here
Your GP will be asked if they have any objection to you accessing all or part of your records.
An appointment will be made for you to attend the practice, at a time when a member of staff is available to chaperone you. We will endeavour to time this so that your GP is on the premises, in order that they may answer any queries or decipher any information.
Should you require photocopies of all or part of your medical records:
FREEDOM OF INFORMATION
The ICO has published a new Model Publication Scheme that all public authorities are required to adopt by 1st January 2009.
Suggestions & Complaints
We always strive to give what we hope is the best possible service for our patients but there may be times when you feel this has not happened.
We welcome suggestions and complaints as a way of identifying where we have gone wrong. These should be directed to the practice manager or left at reception. Alternatively, these may be posted in the box on the ground floor for the practice or in the complaints/suggestions box in our waiting room (2nd floor).
We make every effort to give the best service possible to everyone who attends our practice. However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.
If you have a complaint or concern about the service you have received from the doctors or any of the staff working in this practice, please let us know. We operate a practice complaints procedure as part of a NHS system for dealing with complaints. Our complaints system meets national criteria.
How to complain - Most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible because this will enable us to establish what happened more easily. If it is not possible to do that, please let us have the details of your complaint:
· within 6 months of the incident which caused the problem
· within 6 months of discovering that you have a problem, provided this is within 12 months of the incident.
Complaints should be addressed to The practice manager, Miss Bushra Rashid, or Dr Jehangir. Alternatively, you may ask for an appointment with Bushra Rashid in order to discuss your concerns. She will explain the complaints procedure to you and make sure your concerns are dealt with promptly. If you wish to write to the practice manager by email, you may do so by using the following address: firstname.lastname@example.org
What we shall do - We shall acknowledge your complaint within two working days and aim to have looked into your complaint within ten working days of the date when you raised it with us. We shall then be in a position to offer you an explanation, or a meeting with the people involved. When we look into your complaint we shall aim to:
· find out what happened and what went wrong
· make it possible for you to discuss the problem with those concerned, if you would like this
· make sure you receive an apology, where this is appropriate
· identify what we can do to make sure the problem does not happen again
Complaining on behalf of someone else - Please note that we keep strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, we have to know that you have their permission to do so. A note signed by the person concerned will be needed, unless they are incapable (because of illness) of providing this.
Complaining to the CCG- If you wish to complain we hope 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. However this does not affect your right to approach the local health authority if you feel you cannot raise your complaint with us or you are dissatisfied with the result of our investigation. In these circumstances you should contact:
Judith Woolley, Customer Care manager, Directorate of Health Standards, East Lancashire CCG, Walshaw House, Regent Street, NELSON BB9 8AS. Tel (01282) 610210
You may also like to contact Patients Advice & Liaison Service (PALS) or ICAS - Independent Complaints Advocacy Service tel: 0845 650 0088.