The Mortimer Surgery - Surgery policies on confidentiality, comments and suggestions, data protection etc

Confidentiality

Blue_Locked_Folder The practice complies with Data Protection and Access to Medical Records legislation. Identifiable information about you will be shared with others in the following circumstances:

To provide further medical treatment for you e.g. from district nurses and hospital services.
To help you get other services e.g. from the social work department. This requires your consent.
When we have a duty to others e.g. in child protection cases anonymised patient information will also be used at local and national level to help the Health Board and Government plan services e.g. for diabetic care.

If you do not wish anonymous information about you to be used in such a way, please let us know.

Reception and administration staff require access to your medical records in order to do their jobs. These members of staff are bound by the same rules of confidentiality as the medical staff.

Freedom of Information

The ICO has published a new Model Publication Scheme that all public authorities are required to adopt.

Model Publication Scheme - further information

Comments & Complaints

pad_and_pen We make every effort to give the best service possible to everyone who attends our practice.

However, we are aware that on rare occasions things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.

To pursue a complaint please contact a member of the practice management team and your concerns will be dealt with appropriately. Further written information is available on the complaints procedure from reception.

We are continually striving to improve our service. Any helpful suggestions would be much appreciated and a suggestion box is located in the waiting area.

The Health Service Ombudsman

The Health Service Ombudsman has published a booklet that describes the ‘six principles for remedy’ in relation to complaints handling and involves:

Getting it right
Being customer focused
Being open and accountable
Acting fairly and proportionately
Putting things right
Seeking continuous improvements

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: phso.enquiries@ombudsman.org.uk
Write: Millbank Tower, Millbank, London SW1P 4QP.

PRACTICE CHARTER

All members of the surgery primary care team are dedicated to a quality policy to achieve health services which meet the patients’ requirements. In particular:

1. Patients have a right to be greeted courteously.

2. Patients have a right to absolute confidentiality.

3. Doctors and nurses will begin surgery at the appropriate time; any delay will be due to medical necessity. Where there is a delay in excess of 20 minutes, patients have a right to be informed and to make an alternative appointment.

4. Patients have a right to information about their own health, particularly:

the illness and its treatment
alternative forms of treatment
likely outcome of this illness

5. Access to health records subject to any limitation in the law.

6. The practice will offer advice and seek to inform patients of:

steps they can take to promote good health and to avoid illness, eg smoking, exercise, immunisation etc.
advice on self-help which can be undertaken without reference to a nurse, health visitor or doctor in the case of minor ailments.

7. The practice will inform patients of services available by means of its brochure, noticeboards and leaflets.

8. Patients with urgent medical conditions will be given priority and will be seen as soon as possible, even when this may cause delay to booked appointments.

9. Patients may choose whether or not to take part in research or training.

10. All new patients will be offered an appointment with a practice nurse and a doctor.

11. Patients shall be referred to a consultant acceptable to them when their GP thinks it necessary.

12. Any suggestions to improve service will be considered by the appropriate team members and a response given.

13. A full and prompt reply to a written complaint will be made by a partner within seven days.

14. Patients should be able to consult a doctor within two working days except when that doctor is on study or holiday leave.

15. Acute prescriptions will be dispensed with minimum delay.

16. Repeat prescriptions will be available and if appropriate dispensed within 48 hours - delay may be caused by stock situations or when patients have not attended for review as requested.

Noticeboard

Would you like to book your appointment or request your repeat prescription on-line?

Ask at reception and we will register you for the service.

Do we have you correct contact details?

It is essential for our records to be up to date. Click here to check on-line or ask a receptionist next time you visit.

Additional extended hours surgeries.

Nurse clinics held on Tuesday evenings. The evening clinics for doctors are held on either Tuesday or Thursday. Appointments for these clinics are bookable in advance.

Booking a home visit

Please only book a home visit if it is absolutely necessary and you cannot get to the surgery. If you do need a home visit please call before 10 a.m.

Results

Test results are released between 2pm and 3pm every afternoon by the Secretaries. Please do not call at other times of the day as your result will not be available.

Further Information

Patient Group membership

Survey Results