Confidentiality

Doctors and their staff are bound by strict rules to protect and maintain the confidentiality of personal and clinical information about their patients. This means that we are unable to give out information about a patient without his/her consent. Please respect this code when enquiring about relatives.

Medical information may be shared with other health care professionals to ensure coordination and continuity of care. All personnel who may manage your care are bound by strict confidentiality procedures.

Your medical records are held mainly on computer, and we are registered under the Data Protection Act for this. Some information is still retained in paper files. All personal and clinical information about you is treated confidentially. Certain anonymised data is used for clinical audit.

You have the right to view your medical records or to have a copy of them and we would be happy to arrange this if you would apply in writing to the Practice Manager. Details of current fees can be found in Reception.

FREEDOM OF INFORMATION

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.

Patient Comments Leaflet & Complaints

We endeavour to provide the best possible service to all our patients and to always treat you with courtesy and respect. In return we ask that you treat our services and staff with equal courtesy and respect. We have adopted the NHS Zero Tolerance Policy, which means that we will not accept verbal or physical abuse towards any member of the practice team.

We are also keen to improve our services and welcome your views, both good and bad! Comments and suggestions can be made using our suggestion forms, which are available from Reception. You may occasionally be asked to complete a patient satisfaction survey questionnaire. These are used to help us improve our services, and your contribution would be greatly appreciated.

If you feel our services have failed to meet your needs, please let us know. Informal concerns can be raised with the relevant department manager. Formal complaints should be put in writing and addressed to the Practice Manager. Your complaints will be dealt with promptly, sensitively and confidentially, using our approved Practice Based Complaints Procedure. Comments and complaints can be passed to us by filling in this form. Patient Leaflet. We are also happy for patients to contact us by telephone if you would prefer to discuss any issues over the phone.

The PCT provides a Patient Advisory and Liaison Service (PALS). The PALS manager, contact: 01455 441971 or 01509 564444, is available to find the answers to questions you have about locally provided healthcare services. This could include advising you of where services are available or helping you raise a concern or complaint. Leicestershire County and Rutland PCT.

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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.