Confidentiality

We ask for information about you so that we can give you proper care and treatment. We keep this information, together with details of your care, because it may be needed if we see you again.

We may use some of this information for other reasons: for example, to help us protect the health of the public generally and to see that the NHS runs efficiently, plans for the future, trains its staff, pays its bills and can account for its actions. Information may also be needed to help educate tomorrow"s clinical staff and to carry out medical and other health research for the benefit of everyone. Sometimes the law requires us to pass on information: for example, to notify a birth.

The NHS Central Register for England & Wales contains basic personal details of all patients registered with a general practitioner. The Register does not contain clinical information.

You have a right of access to your health records.

EVERYONE WORKING FOR THE NHS HAS A LEGAL DUTY TO KEEP INFORMATION ABOUT YOU CONFIDENTIAL.

You may be receiving care from other people as well as the NHS. So that we can all work together for your benefit, we may need to share some information about you. We only ever use or pass on information about you if people have a genuine need for it in your and everyone"s interests. Whenever we can we shall remove details which identify you. The sharing of some types of very sensitive personal information is strictly controlled by law. Anyone who receives information from us is also under a legal duty to keep it confidential.

From time to time we are also involved in medical research.

Complaints

We always try to provide the best services possible, but there may be times when you feel this has not happened. The following information explains our in-house complaints/suggestions procedure, drawn up to respond to patient grievances.

Our practice procedure is not able to deal with questions of legal liability or compensation. Nevertheless, we hope you will use it to allow us to look into and, if necessary, correct any problems that you have identified, or mistakes that have been made. If you use this procedure it will not affect your right to complain to Healthcare Commission. Please note that we have to respect our duty of confidentiality to patients and a patient"s consent will be necessary if a complaint is not made by the patient in person.

If you wish to make a complaint/suggestion, please write to us or ask one of the receptionists for a complaints/suggestions form.

Your communication will be sent to our Quality Co-ordinator who will register it, investigate and report back to you. We aim to inform you of any developments within 10 working days; however, there may be some instances when more time is required.

If, in the unlikely event, a patient sues one of the doctors then we feel that there has been a breakdown in the doctor/patient relationship. In such a circumstance it will be necessary to ask the patient and those living at the same address to register with another practice.

Patient Responsibilities

In order for us to provide a good service we also require patients to act responsibly by following the procedures below:

• Remember to keep your appointment. If you are unable to attend, please let us know as soon as possible.
• If more than one person needs to be seen, make a separate appointment for each person.
• Please remember that a prescription is not always necessary with every consultation. Your doctor will advise you accordingly.
• Please request out of hours home visits for emergencies only and routine home visits for those who are too ill to come to the surgery.
• Please be patient with the staff. They are doing their best and are only following the doctor"s instructions.
• Don"t abuse the doctors or staff, either physically or verbally.
• Look after your own health. Exercise regularly, eat healthily, drink moderately and don"t smoke. Ask the doctors or practice nurses for advice.