Practice Aims And Objectives

Patient Confidentiality

This practice complies with the Data Protection Act 1998 and operates a patient confidentiality policy for all the services provided. Under the Data Protection Act you are entitled to access clinical records or any other personal information held about you.

Personal and medical details will only be released to the patient, legal guardian or others with the patient's written request.

We will not divulge to your relatives, friends or any other third party, either in writing or verbally, any information (e.g. blood tests, x-rays, information on your medical condition or any personal information we have on record) about you without your written permission.

Practice Complaints Procedure

We offer a practice complaints procedure to deal with comments, suggestions and complaints about the service we provide. Our practice manager will give you further information. Our aim is to give you the highest possible standard of service and we will try to deal with any problems that may occur.

Patient Advice and Liaison Service (PALS) is available for advice and information on 0800 085 3182.

1. We will acknowledge your complaint in writing within three working days.
2. We will investigate the circumstances of your complaint and give a written explanation within 10 working days.
3. If we expect it to take longer we will explain the reason for the delay and tell you when we expect to reply.
4. We will offer you the opportunity to discuss your complaint if required with those concerned.
5. If, despite our efforts, you feel your complaint has not been dealt with adequately, we will advise you how you may pursue it.
6. We would welcome comments, suggestions and enquiries - these should be addressed to the practice manager who will be happy to try and help.

Zero Tolerance

Surgery Policy On Antisocial Behaviour
The practice operates a ‘zero tolerance’ policy towards aggressive and abusive behaviour. This includes any personal, abusive and aggressive gestures. Any incident of verbal abuse, whether in person or over the telephone is reported immediately to the practice manager and senior partner. Incidents are discussed by the partners, who will agree a course of action. This may result in the patient’s removal from the practice list.

Freedom Of Information

The Freedom of Information Act 2000 recognises that members of the public have a right to know how public services are organised and run, how much they cost and how decisions are made. This practice fully complies with this act and if you require a copy please contact the practice manager for further details.