Feedback

We always welcome you feedback in order to improve our services.

NHS Friends and Family Test

Patient Survey

Coming soon

Data

Collecting your Records

In order to ensure that you get the best possible continuity of medical care, we keep records of every consultation on the practice computer system as well as results of investigations you have had and any correspondence from other health services you have visited such as the hospital. All your records are held on our computer very securely and can only be accessed via special smart cards and unique passwords. Your records are managed in accordance with the Data Protection Act.

All staff are governed by strict rules of confidentiality about patient information. No information given to us can be divulged to anyone outside the NHS unless you give us permission to do so. We cannot give out any information about you to friends, family, partners, employers, police, social services, Benefits Agencies, insurance companies, solicitors etc. without your agreement or unless we are legally obliged to do so by court order ( very rarely).

Sharing your Records

The NHS in England has introduced an electronic record called the Summary Care Record (SCR) to be able to take better care of you when you use the NHS. All the settings where you receive healthcare keep their own medical records about you. These places can often only share information from your records by letter, fax or phone. At times, this can delay information sharing and this may affect decision making and slow down treatment.

Your SCR is a copy of key information from your GP record: about any medicines you are taking, any allergies you suffer from and any bad reactions to medicines that you have previously experienced. It also includes your name, address, date of birth and your unique NHS Number to help identify you correctly.

Allowing authorised healthcare professionals to have access to this information will improve decision making by doctors and other healthcare professionals looking after you and will help prevent mistakes being made when you are being cared for in different care settings.

You can see that Summary Care Records improve the safety and quality of your care whenever or wherever you need it, anywhere in England.

You can choose to have a Summary Care Record or you can choose to opt out.

If you choose to have a SCR, you do not need to do anything as the practice will create one for you.

If you choose to opt out of having a SCR and do not want a SCR, you need to let us know by filling in and returning an opt-out form (PDF, 245.9kB). which can be downloaded or requested from reception.

LINK: http://systems.digital.nhs.uk/scr/patients/what/scr.pdf

Accessing your Records

Under the Data Protection Act 1998 you have the right to see any files concerning yourself, including your health records. Access can only be denied if there are compelling reasons. We are registered with the Data Protection Act.

All our patients have always been given full access to their medical notes. You will need to apply in writing or via email to the practice manager who will arrange for you to obtain your medical records. If there is anything you do not understand or find upsetting, please speak to a receptionist who will pass your concern on to a clinician as appropriate. We are also able to provide copies of your records for a small fee.

Did you know you are now able to access your records online? Please ask at reception who will show you how you can do this.

Complaints

How to complain

In the first instance please discuss your complaint with the staff member concerned. Where the issue cannot be resolved at this stage, please contact the Deputy Practice Manager/ Practice Manager who will try to resolve the issue and offer you further advice on the complaints procedure. If your problem cannot be resolved at this stage and you wish to make a formal complaint please let us know as soon as possible, ideally within a matter of days. This will enable the practice to get a clear picture of the circumstances surrounding the complaint.

If it is not possible to raise your complaint immediately, please let us have details of your complaint within the following timescales:

Within 6 months of the incident that caused the problem

OR

Within 6 months of discovering that you have a problem, provided this is within 12 months

The practice will acknowledge your complaint within two working days and aim to have looked into your complaint within ten working days of the date you raised it with us. At this stage you should be offered an explanation or a meeting with the person(s) involved. When the practice looks into your complaint it aims to:

Ascertain the full circumstances of the complaint
Make arrangements for you to discuss the problem with those concerned, if you would like this
Make sure you receive an apology, where this is appropriate
Identify what the practice can do to make sure the problem does not happen again