Wrose Health CentreTel: 01274 638353
Rockwell Medical CentreTel: 01274 612245
All members of our team have access to patient information and are bound by strict rules of confidentiality. We are a computerised practice and registered under the Data Protection Act 1998. Please click here to view the Confidentiality Code of Conduct Guidelines leaflet.
Healthcare organisations have a duty of confidentiality to patients and also a duty to protect patient information under the requirements of the Data Protection Act 1988.
If you have a complaint or concern about the service you received from the doctors or any staff working in this 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.
We hope that most problems can be sorted out easily, 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 – ideally, within a matter of days or a 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 details of your complaint:
Complaint should be addressed to the Practice Manager or any of the doctors. Alternatively you may make an appointment with the Practice Manager in order to discuss your concerns. She will explain the complaints procedure to you and will make sure that your concerns are dealt with promptly. It will be of great help if you are as specific as possible about your complaint.
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:
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 signed note by the person concerned will be needed unless they are incapable (because of physical or mental illness) of providing this.
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. 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. You should contact the health authority complaints manager at NHSCB Customer Contact Centre by telephoning 03003-11-22-33 or email firstname.lastname@example.org.
The Health Service Ombudsman has published a booklet that describes the ‘six principles for remedy’ in relation to complaints handling and involves:
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: email@example.comWrite: Millbank Tower, Millbank, London SW1P 4QP.
Significant amount of time is invested at this surgery to create an appointments rota that will adequately manage supply and demand. All factors including doctors training, annual leave and known “higher demand times” eg winter and after bank holidays are taken into account.
Failure to attend NHS doctor and nurse appointments is serious timewasting of expensive resources.
This practice actively manages patients who persistently fail to attend an appointment and in some cases with take steps to deregister a patient.
It is a myth that doctors and nurse time is not affected.
It is common for patients who fail to attend then request a further appointment within 48 hours – busying reception and appointment rota further …….
Staff are instructed to take the following steps
First missed appointment – recorded onto computer system as Did Not Attend.
If a patient rings to cancel an appointment within 15 minutes of appointment time, this will still be recorded as Did Not Attend. A letter will be sent advising of our policy.
Second Missed Appointment-Recorded on computer as Did Not Attend.
Letter sent to patients registered address advising details of two missed appointment and advising a 3rd missed appointment will result in automatic de-registration.
Third missed appointment (within 12 month period)-Recorded on computer as Did Not Attend.
Final letter sent advising of de-registration.
1. All manual and computerised health records about living people are accessible under the Data Protection Act 1998
2. Competent patients may apply for access to their own records, or may authorise a third party, such as their lawyer, to do so on their behalf
3. Parents may have access to their child's records if this is in the child's best interests and not contrary to a competent child's wishes
4. People appointed by a court to manage the affairs of mentally incapacitated adults may have access to information necessary to fulfil their function.
5. Information must not be disclosed if it:
6. Doctors are not entitled to withhold information if patients exercise their right of access (unless any of the above exemptions apply). They may, however, offer to delete any inappropriate comments and may find it helpful to discuss any potentially distressing entries with patients in advance of access
7. Confidentiality of third parties must be maintained - any entries in notes must be prepared beforehand. This might be done by omitting names and identifying particulars from the records before disclosure, and care should be taken to ensure that the information is genuinely anonymous
8. Patients are entitled to a copy of their records, for example a photocopy of paper records or print out of computerised records
9. It is not necessary for patients to make a formal application for access to see their records - nothing in the law prevents doctors from informally showing patients their records or, bearing in mind duties of confidentiality, discussing relevant health issues with carers
1. To provide access and copies:
2. To allow patients to read their records (where no copy is required):
1. Access must be given promptly and in any event within 40 days of receipt of the fee and request.
2. If access has been given, there is no obligation to give access again until a reasonable time interval has elapsed (what is reasonable is not strictly defined, but is arguable depending on the nature of the data, the purposes for which it is processed and the frequency with which it has been altered
3. Doctors are not required under the Act to approach a third party for consent to disclosure, although may wish to in some circumstances. If consent is sought, doctors should, in the meantime, release the remainder of the records
4. If the doctors are happy for the information to be viewed, it is not essential for a clinician to be present when the patient views the records. It may however be helpful for the person who assists patients with viewing their records to have a clinical background so that technical issues can be explained
This organisation is committed to providing a safe, comfortable
environment where patients and staff can be confident that best
practice is being followed at all times and the safety of everyone is
of paramount importance.
All patients are entitled to have a chaperone present for any
consultation, examination or procedure where they feel one is
required. This chaperone may be a family member or friend. On
occasions you may prefer a formal chaperone to be present, i.e. a
trained member of staff.
Wherever possible we would ask you to make this request at the
time of booking appointment so that arrangements can be made
and your appointment is not delayed in any way. Where this is not
possible we will endeavour to provide a formal chaperone at the
time of request. However occasionally it may be necessary to
reschedule your appointment.
Your healthcare professional may also require a chaperone to be
present for certain consultations in accordance with our chaperone
If you would like to see a copy of our Chaperone Policy or have any
questions or comments regarding this please contact the manager.
So, what should you do if you want on the spot help when using the health service? The NHS expects all members of staff to listen and respond to you to the best of their ability. But sometimes, you may wish to talk to someone employed especially to help you. The NHS Commissioning Board (NHSCB), has been introduced to ensure that the NHS listens to patients, their relatives, carers and friends, and answers their questions and resolves their concerns as quickly as possible.
NHSCB also helps the NHS to improve services by listening to what matters to patients and their loved ones and making changes, when appropriate.
In particular, NHSCB will:
If you would like more information about NHSCB, the functions it is intended to provide and the standards it should strive to achieve please ring 03003-11-22-33 or email firstname.lastname@example.org.
Click here to read our Policy
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