Confidentiality

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

The ICO has published a new Model Publication Scheme that all public authorities are required to adopt by 1st January 2009.

Model Publication Scheme - further information

Comments & Suggestions

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.

To pursue a complaint please contact the practice manager and she will deal with your concerns appropriately. Further written information is available on the complaints procedure from reception.

We are continually striving to improve our service. Any helpful suggestions would be much appreciated and a suggestion box is located in the waiting area.

The Health Service Ombudsman

The Health Service Ombudsman has published a booklet that describes the ‘six principles for remedy’ in relation to complaints handling and involves:

1. Getting it right
2. Being customer focused
3. Being open and accountable
4. Acting fairly and proportionately
5. Putting things right
6. Seeking continuous improvements

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: phso.enquiries@ombudsman.org.uk
Write: Millbank Tower, Millbank, London SW1P 4QP.

Equality and Diversity

The practice is firmly committed to the principles of equality and diversity in all areas of our work. We believe that we have much to learn from diverse cultures and perspectives and that diversity will make our organisation more effective in meeting the needs of all our patients and stakeholders. We are committed to developing and maintaining an organisation in which differing ideas, abilities, backgrounds and needs are fostered and valued, and where those with diverse backgrounds and experiences are able to participate and contribute.

Dignity and Respect

Staff will treat patients, relatives and carers fairly and with dignity and respect. We will ensure patients, relatives and carers are assured that any complaint they make will not prejudice the treatment and care provided to them. We will not discriminate on grounds of gender, marital status, race, ethnic origin, colour, national origin, disability, sexuality, religion or age. We will oppose all forms of unlawful and unfair discrimination.

Violent or Abusive behaviour

Action will be taken towards any individual who is violent or abusive towards staff or another individual on the practice premises. They will be asked to leave with or without assistance from the police. Patients will then be notified that he/she has been removed from the registered list because of violent and/or abusive behaviour.

The practice has a zero tolerance towards violent or abusive behaviour in keeping with NHS policy.