Patients' Suggestions

The practice aims to nurture partnership with patients by giving the highest possible standards of service while expecting responsibility in observing the necessary conditions attached to those services.

Complaints

A procedure for dealing with patients' grievances or complaints operates in accordance with national criteria laid down by the NHS. Advice on how to make a complaint is available at reception - where you can collect an information leaflet. If you wish to discuss your complaint informally, you can do this by contacting the General Manager in writing, or by telephone on 01625 531707. It is preferred that any formal complaint is made in writing, forwarded to the practice within 48 hours when it will be dealt with thoroughly, speedily and confidentially.

Zero Tolerance Policy

The practice operates a Zero Tolerance Policy for verbal or physical aggression against its doctors and staff, and retains the right to remove from the practice list any patient who demonstrates threatening or abusive behaviour or language. Removal from the registered list will be notified by letter, giving reasons.

Patients' Medical Records

Patients' records, held in computerised form, are fully protected as required under statutory guidelines for patient confidentiality and data protection. Information from records is released only with the permission of the patient, although this may be assumed where a patient is being referred to another health professional. The NHS is currently developing a Centralised Patient Records system whereby information from their computerised records will be downloaded from the surgery to a central computer. The NHS has published specific guidance to patients wishing to opt out of this arrangement. Full details and the necessary application forms are available from reception.

Patients' Rights to Access Medical Records

Patients have the right of access to their medical records; request forms for a copy of records (for which there is an administration charge) are available in reception.

Confidentiality

Please note that the practice must conform to the rules of medical confidentiality. This means we cannot provide any information to anyone other than the patient without the written consent of the patient.

Freedom of Information - Publication Scheme

A Publication Scheme is a guide to the classes of information the practice intends to routinely make available. The 'Kenmore Scheme' is available from the practice manager.