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 of care e.g. in child protection cases, or where a patient is at risk.
• 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 & Complaints

We make every effort to give the best service possible to everyone who attends our practice however we cannot promise to be perfect. If there is something that you feel we have done badly, or you have a concern about the practice, please contact us so that we can discuss your concern and help to improve the situation for the future.

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 the matter to be settled as quickly, and as amicably, as possible.

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.

Of course, if we have done exceptionally well, we like to hear this too!

In the event of any complaint please

• Inform a member of staff that you have a complaint
• The Practice Manager Judith Kirkland will be informed, and where possible will speak to you immediately
• If this is not possible she will contact you within 2 working days so please ensure we have your correct contact details
• In many cases matters can be dealt with in a conversation, but if not you will be asked to complete a complaints form
• Please remember that if you are complaining on behalf of someone or regarding an incident involving someone else, then their consent must be obtained before any action can be taken
• Judith Kirkland will then discuss the complaint with any staff involved and with Dr Lacey, the nominated GP who deals with complaints
• If the complaint is of an administrative nature Judith Kirkland will investigate it.  If it is clinical in nature then it will be Dr Lacey
• We aim that this process takes no more than 2 weeks.  In the event of it taking longer you will be notified of the reason for this
• When the investigation is complete Judith Kirkland will write to you with a full explanation and will inform you of the action taken

If you are still dissatified with this, and wish to take the matter further, this must be done in writing within 13 weeks of the event that gave rise to the complaint,

Please address this to;

Patient Advice & Liaison Service

Derwent Court

1 Stuart Street

Derby DE1 2GX

Telephone 08000 323235, call/text 07919 466212

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.