Confidentiality

Confidentiality

We ask you for personal information so that you can receive appropriate care and treatment. This information is recorded on our computer and we are registered under the Data Protection Act.

The practice will ensure that patient confidentiality is maintained at all times by all members of the practice team. However, for the effective functioning of a multi-disciplinary team it is sometimes necessary that medical information about you is shared between members of the team all of whom are health care professionals working under a strict code of conduct.

Freedom of Information – Publication Scheme

The Freedom of Information Act 2000 obliges the practice to produce a Publication Scheme. A Publication Scheme is a guide to the ‘classes’ of information the practice intends to routinely make available. This scheme is available from reception.

DATA PROTECTION ACT – PATIENT INFORMATION

We need to hold personal information about you on our Computer system and in paper records to help us to look after your health needs, and your doctor is responsible for their accuracy and safe-keeping. Please help to keep your record up to date by informing us of any changes to your circumstances.

Doctors and staff in the practice have access to your medical records to enable them to do their jobs. From time to time information may be shared with others involved in your care if it is necessary. Anyone with access to your record is properly trained in confidentiality issues and is governed by both a legal and contractual duty to keep your details private.

All information about you is held securely and appropriate safeguards are in place to prevent accidental loss.

In some circumstances we may be required by law to release your details to statutory or other official bodies, for example if a court order is presented, or in the case of public health issues. In other circumstances you may be required to give written consent before information is released – such as for medical reports for insurance, solicitors etc.

To ensure your privacy, we will not disclose information over the telephone or fax unless we are sure that we are talking to you. Information will not be disclosed to family, friends, or spouses unless we have prior written consent, and we do not leave messages with others.

You have a right to see your records if you wish. Please ask at reception if you would like further details. An appointment will be required. In some circumstances a fee may be payable.

The Practice is registered under the Data Protection Act

Suggestions & Complaints

Comments, Concerns and Compliments.

Praze and Connor Downs Surgeries welcome comments, compliments, concerns and complaints.  We always aim to provide the best care we can.  However, we know that sometimes things can go wrong.  When this happens we believe that it is often most effective to sort problems out quickly and informally.  Please talk to any member of staff if you have a problem or concern.  If you need impartial help or advice in resolving a problem the Patient Advice and Liaison Service (PALS) can help you.

Complaints

The NHS Complaints Procedure is a more formal way of resolving a concern.  We want to assure people that they can make a complaint without fear of their care being affected.  We believe it is important to understand why things go wrong so that we can prevent such things happening again.

There are two stages to the Complaints Procedure.  The first stage is called 'Local Resolution'  This is where we work with you to resolve your complaint.  If after this you feel your complaint to be still unresolved you can progress to the second stage by approaching the Parliamentary and Health Service Ombudsman for an 'Independent Review'

If you want to make a formal complaint, please contact the Complaints Manager, Mrs Anne Craig.  You can do this in writing (including email), by telephone or in person.

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Zero Tolerance

In line with the rest of the NHS we have a Zero Tolerance Policy towards violent or aggressive patients. Aggression includes verbal aggression or threatening behaviour. Any patient behaving in an aggressive or threatening manner towards any member of the practice team, other patients or visitors will receive a letter detailing the behaviour and warning they may be removed from the practice list.

An act of violence by a patient to a member of the practice team, another patient or visitor or damage to practice property will result in the police being called, removal of the patient from the premises, possible criminal proceedings and immediate removal from the practice list.

Practice Charter

These are the local standards set within this practice for the benefit of our patients.  It is our job to give you treatment and advice.  Following discussion with you, you will receive the most appropriate care given by suitably qualified people. 

No care or treatment will be given without your informed consent.  In the interest of your health it is important for you to understand all the information given to you.  Please ask us questions if you are unsure of anything. 

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Our Responsibility to You

We are committed to giving you the best possible service.

Access:  You will have access to a doctor rapidly in cases of emergency: 24 hours in cases of urgency and otherwise within two working days.  We will arrange a home visit as appropriate for those who are too ill or infirm to be brought to the surgery.

Telephone:  We will try to answer the telephone promptly and to ensure that there are sufficient staff available to do this.  You should be able to speak to a doctor by telephone.

Test Results
If you have undergone tests or x-rays ordered by the practice we will inform you of the results at your next appointment.  If no further appointments needs to be arranged we will advise you when and how to obtain the results. 

Respect
Patients will be treated as individuals and partners in their healthcare irrespective of their ethnic origin or religious and cultural beliefs. 

Information
We will give you full information about the services we offer.  Every effort will be made to ensure that you receive the information which directly affects your health and the care being offered. 

Health Promotion
The practice will offer patients advice and information on steps they can take to promote good health and avoid illness. Self-help which can be undertaken without reference to a doctor in the case of minor ailments. 

Health Records
You have the right to see your health records subject to limitations in the law.  These will be kept confidential at all times. 

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Your Responsibility to Us 

Help us to help you.
 
Please let us know if you change your name, address or telephone number.
 
Please do everything you can to keep appointments.  Tell us as soon as possible if you cannot, otherwise other patients may have to wait longer.
 
We need help too.  Please ask for home visits by the doctor only when the person is too ill to visit the surgery.
 
Please keep your phone call brief and avoid calling during the peak morning time for
non-urgent matters.
 
Test results take time to reach us, so please do not ring before you have been asked to do so.  Enquiries about tests ordered by the hospital should be directed to the hospital, not the practice.
 
We ask that you treat the doctors and practice staff with courtesy and respect.
 
Please read our practice booklet & website.  This will help you to get the best out of the services we offer.  It is important that you understand the information given to you.  Please ask us questions if you are unsure of anything.
 
Remember you are responsible for your own health and the health of your children.  We will give you our professional help and advice.  Please act upon it.