Confidentiality

We are dedicated to ensure that patient confidentiality is afforded the very highest priority.  We will not share your confidential information with a third party without your consent.

When inspections from outside agencies are carried out, those involved are not allowed to see any confidential information and we ensure that all records are anonymised.

Access to Medical Records

Patients are entitled to access their medical records but a written application must be submitted to the practice manager and a fee may be incurred.

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.

Suggestions, Compliments and Complaints

We do our best to work to high standards of care.  We are happy to receive compliments from satisfied patients, and suggestions for improvements are always welcome.  If there have been problems, please talk to our practice manager.  A copy of the complaints procedure is available from reception.

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Violence and Abuse - No Tolerance!

The practice has a 'no tolerance' policy towards violent or abusive behaviour to its staff. Anyone being violent or abusive to any member of staff will be removed from the practice list.

PALS (Patient Advice and Liaison Service)

The NHS employs over a million staff in thousands of locations. It is a large and complex organisation providing a broad range of services. It is not surprising that sometimes you or a loved one may feel bewildered or concerned when using the NHS. And this can be at times when you are feeling at your most vulnerable and anxious.

So, what should you do if you want on the spot help when using the health service? The NHS expects all members of staff to listen and respond to you to the best of their ability. But sometimes, you may wish to talk to someone employed especially to help you. The Patient Advice and Liaison Service, known as PALS, has been introduced to ensure that the NHS listens to patients, their relatives, carers and friends, and answers their questions and resolves their concerns as quickly as possible.

PALS also helps the NHS to improve services by listening to what matters to patients and their loved ones and making changes, when appropriate.

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What does PALS do?

In particular, PALS will:

• Provide you with information about the NHS and help you with any other health-related enquiry
• Help resolve concerns or problems when you are using the NHS
• Provide information about the NHS complaints procedure and how to get independent help if you decide you may want to make a complaint
• Provide you with information and help introduce you to agencies and support groups outside the NHS
• Inform you about how you can get more involved in your own healthcare and the NHS locally
• Improve the NHS by listening to your concerns, suggestions and experiences and ensuring that people who design and manage services are aware of the issues you raise
• Provide an early warning system for NHS Trusts and monitoring bodies by identifying problems or gaps in services and reporting them.

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Find out more

If you would like more information about PALS, the functions it is intended to provide and the standards it should strive to achieve , follow this link.