HOW THE PRACTICE USES PERSONAL HEALTH INFORMATION 

The practice maintains detailed records of your healthcare. This information is available to all clinical staff within the Practice to ensure they can give you best possible care based on that information.  In addition, the administrative staff of the Practice also have access to this information to enable them to ensure the information is available to the clinicians and to advise you of any follow-up care we can offer e.g. diabetes check-up clinics.  All Practice staff are legally bound to maintain confidentiality.  Also, your details may be passed on to other healthcare professionals who are responsible for your care, e.g. a hospital consultant responsible for your hospital care, or pharmacists who can advise on the medications you are taking. 

On occasions we are approached by other health care providers who have an interest in a specialised subject and need to contact patients with particular conditions. Before we release any information we would ask for your written permission to do so. 

We are sometimes asked for information about disease prevalence by organisations such as the Department of Health.  Any information released is done so on an anonymous basis and no patient identifiable information is released from the Practice. 

Any other information we release to insurance companies, solicitors etc is only done so with the express written permission of the patient.

Comments & Suggestions

We operate a complaints procedure as part of the NHS system for dealing with complaints. Further information can be obtained from our Practice Managers. Our aim is to deal swiftly with any problems.

We would also be delighted to hear from you if you would like to compliment any area of the service.

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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:

1. Getting it right
2. Being customer focused
3. Being open and accountable
4. Acting fairly and proportionately
5. Putting things right
6. 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.

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.

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.

PATIENT’S RIGHTS AND RESPONSIBILITIES (IN BRIEF)

You have the right to be registered with a GP. You have the right to receive healthcare based on your health needs, or your perceived health need. You have the right to confidentiality and to be treated with respect and dignity.  You have the right to receive information on the care you are receiving and be part of the decision making process of that care. 

You have the right of access to your medical records.  You have the right to accept or refuse treatment.  You have the right to make a complaint about the care you receive. 

You also have the responsibility to be on time for your appointments (or cancel them if no longer required), treat the Practice staff with respect and consideration (violence or abuse is totally unacceptable, such behaviour may result in the patient being removed from our lists), follow the advice that has been given to you (including taking medications prescribed), use services appropriately and to look after your own healthcare.