Freedom of Information Act
The Freedom of Information Act became law on the 30th November 2000. The Practice conforms to the requirements of the Act and have produced a publication scheme in accordance with the Act. A copy of the Act is available on the Freedom of Information website.
Data Protection Act
All our staff are bound by the same rules of confidentiality as the Doctors and Nurses. The Practice is computerised and patients’ details are held on computer. We are therefore registered under the Data Protection Act 1998.
How We Use Personal Health Information
In line with Department of Health Guidelines, the Caldicott report and the Data Protection Act, we wish to advise you of how we handle information we hold about our patients.
We ask for information so that you recieve proper care and treatment. We keep this information, together with details of your care, because it may be needed if we see you again. We may use some of this information for other reasons: for example, to help us protect the health of the public generally and to see that the NHS runs efficiently; to plan for the future; to train staff and account for actions taken. Sometimes the law requires us to pass on information: for example, to notify birth.
The NHS Register for England and Wales contains basic personal information of all patients who are registered with a General Practitioner. The Register does not contain clinical information. You have a right of access to your health records.
Everyone working for the NHS has a legal duty to keep information about you confidential.
You may be receiving care from other people as well as the NHS. So that we can all work togther for your benefit, we may need to share some information about you. We only ever use or pass on information about you if people have a genuine need for it, in your and everyone’s interest. Whenever we can, we shall remove details that identify you.
The sharing of some types of very sensitive personal information is strictly controlled by law. Anyone who receives information from us is also under a legal duty to keep it confidential.
Practice Complaints Procedure
If you have a complaint about the service you have received from any member of staff working at this practice, please let us know. The practice operates a Complaints Procedure as part of the NHS system for dealing with complaints. Our complaints system meets standard criteria LRS Complaints procedure February 2020
Note: If you make a complaint it is practice policy to ensure you are not discriminated against, or subjected to any negative effect on your care, treatment or support.
How to complain
In the first instance, please discuss your complaint with the staff member concerned. Where this cannot be resolved, please contact Ciara Newman, the Practice Manager (01243 527264), who will endeavour to resolve the issue and offer you further advice on the complaints procedure. If your problem cannot be resolved at this stage and you wish to make a formal complaint, please let us know as soon as possible, ideally within a matter of days. This will enable the practice to get a clear picture of the circumstances surrounding the complaint.
If it is not possible to raise your complaint immediately, please let us have details within the following timescales:
- Within 6 months of the incident that causes the problem or
- Within 6 months of discovering that you have a problems, provided this is within 12 months
The practice will acknowledge your complaint within three working days and aim to have looked into your complaint within 6 months of the date you raised it with us. At this stage you should be offered an explanation or a meeting with the person(s) involved. When the practice looks in to your complaint it aims to:
- Ascertain the full circumstances of the complaint
- Make arrangements for you to discuss the problem with those concerned, where this is appropriate
- Make sure you receive an apology, where this is appropriate
- If a problems is identified look at what the practice can do to make sure it does not happen again
- Respond in full either verbally or in writing which ever has been agreed, giving the details of who to write to should you remain unhappy with the outcome of the investigation.
NHS England, PO Box 16738, Redditch, B97 9PT Tel: 0300 311 22 33 email: firstname.lastname@example.org
Healthwatch West Sussex Independent Health Complaints Advocacy Service (IHCAS) Telephone: 0300 012 0122 Email: email@example.com Address: The Billingshurst Community Centre, Roman Way, Billingshurst, West Sussex RH14 9QW
Parliamentary and Health Service Ombudsman for England 11th Floor, millbank Tower, london, SW1 4QP Tel: 0345 015 4033 Email: firstname.lastname@example.org
The Care Quality Commission (CQC) would also like to hear from you if you have received poor care, they do not get involved and settle individual complaints but use the information provided when inspecting health and social care services to ensure that important standards of quality and safety are being met:
CQC National Customer Service Centre, Citygate, Gallowgate, Newcastle upon Tyne, NE1 4PA
ACCESSIBLE INFORMATION STANDARDS
From the 31st July 2016 all GP practices will be identiftying at the point of registration any Information and or Communication needs of patients. Please read: Accessible Informations Standards information sheet
If you are already registered with the practice and are identified as having Information and or Communication needs please make the practice aware so that they are able to update your medical record.