Complaints Procedure We endeavour to provide a high quality service but problems may arise of an administrative or clinical nature. If you wish to make a complaint, details of the procedure are available at reception. If you need help to raise a concern, Llais – your voice in health and social care can help you do this.Llais is an independent body and its free Advocacy service and can provide information, advice and support to members of the public who may wish to raise a concern.
Llais can support you to raise a concern and give advice on the most appropriate course of action. You can contact your local Llais office at:
Confidentiality Everyone working in the NHS has a legal duty to keep information about you confidential. The practice is a data controller under the Data Protection Act 1998 and is registered with the Protection Commissioner who ensures that information is kept legally and fairly. In some instances the law requires us to pass on information e.g. to notify a birth. All persons receiving information from us will also have a legal responsibility to keep your information confidential.
Access To Records Access to patient details is governed by the Data Protection Act, a copy of which is available at the reception desk in the surgery.
Freedom of Information – Publication Scheme 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.
Violent Or Abusive Patients No member of staff should be the subject of verbal or physical abuse of any kind. This surgery operates a policy of Zero Tolerance. If a patient is violent or abusive to doctors or staff their actions may be reported to the police. They will be removed from the practice list and may be reported as a violent patient which will result in an initial 12 month period of debarment from receiving primary care other than in a recognised violent patient centre by appointment only.
