Confidentiality

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.

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Freedom of information Act

The Freedom of Information Act became law on 30th November 2000. Dr Penfold and Partners conform to the requirements of the Freedom of Information Act, and have produced a publication scheme in accordance with the Act. A copy of the Act is available from the Freedom of Information Act website: www.foi.nhs.uk

Complaints and Suggestions

We operate a practice complaints procedure as part of the NHS system for dealing with complaints. Our system meets with national criteria.

All members of staff can give you further information if you require. Our practice complaints leaflet gives details of the procedure and is available from reception.

Our aim is to give you the highest possible standard of service and we try to deal swiftly with any problems that may occur.

We are continually striving to improve our services. Any helpful suggestion that will assist us may be given verbally or written for the attention of the Practice Manager.

For further information see the NHS complaints procedure by clicking the following link:

http://www.nhs.uk/choiceintheNHS/Rightsandpledges/complaints/Pages/NHScomplaints.aspx

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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.

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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.

Practice Charter

We are committed to providing the best possible service we can in partnership with our patients.

As a patient you are entitled to

• Be treated with courtesy and respect.
• Absolute confidentiality, whatever your age.
• Be seen on time if possible. (If there is a delay of more than an hour, you will be told by the receptionist).
• Be seen on the same day should you have a medically urgent condition. (If you are too ill to attend the surgery you will receive a home visit as appropriate).
• See your confidential health records, subject to any limitations in the law.
• Be given the most appropriate care of treatment, by suitably qualified staff, after discussion with you.
• Expect medical cover outside surgery hours if there is an urgent need.
• Be offered appropriate advice on exercise, diet, immunisation and information on steps you can take to lead a healthy life and avoid illness.
• Be retained on the doctor's list subject to you accepting your own responsibilities towards the practice and other patients.

Non Discriminatory Policy

This practice has an equal opportunities policy for patients. The aim is to ensure that no patient receives less favourable treatment on the grounds of sex, race, colour, nationality ethnic or national origin, or disability.

The practice will do its utmost to ensure that all patients are treated fairly and the practice environment is free from discrimination and harassment.

We can access the following services on your behalf, although prior arrangement may be necessary.

Full disabled access at both surgeries.

Interpretation and translation service.

Signing language / lip reading surgeries.

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Violent / Abusive Patients

The Practice has a zero tolerance policy towards violent or abusive patients. The definition of violence: "Any incident where a GP or his/her staff are abused, threatened or assaulted in circumstances related to their work, involving an explicit or implicit challenge to their safety, well-being or health." If an incident occurs, the Practice will telephone the police and that patient will be removed from the Practice list.