The surgery holds manual and computerised records on all its patients.
This data is entirely secure and confidential and we are registered under the Data Protection Act 1998.
All staff who have access to medical records are obliged to observe strict rules of confidentiality Under the Access to Medical records Act 1990, patients may view their records, although a small charge will be made.
Records are used by the NHS for financial audit purposes and for anonomysed research to monitor and improve health care.
If a patient wishes to be excluded from anonomysed research, then they should write to the practice manager.
Exclusion from research will not affect your treatment.
Please inform the surgery of any change to your details ie name, address, telephone number
Medical Records may on occasions be inspected by other doctors for the purposes of training and education. You do, of course, have the right to object to this but we would ask that any objection is put in writing to the Practice Manager.
The ICO has published a new Model Publication Scheme that all public authorities are required to adopt.
Model Publication Scheme - further information
We operate a zero tolerance for both physical and verbal abuse.
We try our utmost to give you the best possible service, if however, you have cause for concern, we operate an in house "Practice Complaints Procedure".
Please ask reception for one of our complaints procedure leaflets. This does not affect your rights.
Patient Leaflet - Why do doctors run late?
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.
Failure to attend pre-booked appointments
DNA policy for all patients.
To assist you to manage your appointments you can book and cancel your appointments online (please contact the surgery for a username and password if you have not already got one), you can send a text to cancel an appointment to 07800 000199, text CANCEL no other details are needed if we know your mobile number or alternatively call the surgery between 8.30am - 6.30pm, giving at least 1 hours notice.
From the 5 January 2015 Practices have the option to register patients who live outside the designated contract boundaries. The option to register patients is a voluntary one, with each practice deciding on whether or not to offer the service.
This Practice has decided not to register patients who live outside the geographical catchment area. With the continuing development of housing within the catchment area and the subsequent increase in patient numbers, as well as new health and well-being services for our patients; we believe that it is in our patient’s best interests to use the resources we have to provide a good quality service within our locality. We are therefore unable to register patients or retain patients who do not live in our catchment under this scheme.
If you would like letters or information in an alternative format, for example large print or easy read, or if you need help with communicating with us, for example because you use British Sign Language, please let us know. You can call us on 01908 605775 or email us at firstname.lastname@example.org
You can update your details by asking reception for a form, which you need to complete and return. Alternatively you can access your SystmOne profile and follow the instructions.
Please note that all address changes should be accompanied by proof e.g. utility bill, bank statement or similar. This documentation must be dated within the last 1month.
Name changes must be accompanied by relevant certification e.g. marriage certificate, birth certificate or deed poll certificate. If possible, photographic ID with the correct name is also useful in addition to the certificate.
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