Practice Policies

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.

Freedom of Information

The ICO has published a new Model Publication Scheme that all public authorities are required to adopt.

Model Publication Scheme – further information

Comments & Complaints about the Practice

Advice from Citizens’ Advice Bureau about making a complaint

We make every effort to give the best service possible to everyone who attends our practice.

However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.

To pursue a complaint please contact the Practice Manager Kim Hookings who will deal with your concerns appropriately.

We are continually striving to improve our service. Any helpful suggestions would be much appreciated and a suggestion box is located in the waiting area.

If you feel you wish to raise your complaint higher, please contact the NHS England Customer Contact Centre on:
Phone: 0300 311 22 33 (this is charged as a local rate call)
Email: england.contactus@nhs.net
Address: NHS England, PO Box 16738, Redditch, B97 9PT
Website: www.england.nhs.uk

Comments & Complaints about hospital care

If you have any concerns about the treatment you received whilst in hospital please contact the Patient Advice & Liaison Service (PALS).

PALS based at Queens Hospital:

Rom Valley Way, Romford.  RM7 OAG

PALS based at King George Hospital:

Barley Lane, Goodmayes, Ilford.  IG3 8YB

Tel:  0800 389 8324. Email:  pals@bhrhospitals.nhs.uk

PALS are available as a walk-in service:  Monday-Friday, 9am-5pm.

Telephone Service:  Monday-Friday, 10am-12 non and 2pm-4pm.

The Health Service Ombudsman in England

The Parliamentary and Health Service Ombudsman website contains detailed information on raising a complaint about any aspect of the NHS in England. There is also a leaflet explaining the procedure of bringing a complaint to the ombudsman.