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Complaints and Policies

Confidentiality & Medical Records

Locked blue folderThe 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

Information about the General Practioners and the practice required for disclosure under this act can be made available to the public. All requests for such information should be made to the practice manager.

Access to Records

In accordance with the Data Protection Act 1998 and Access to Health Records Act, patients may request to see their medical records. Such requests should be made through the practice manager and may be subject to an administration charge. No information will be released without the patient consent unless we are legally obliged to do so.

 

Complaints

Customer service formWe 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.

If you feel you need to make a complaint about performance or services provided by the practice, we ask that you speak to our Practice Manager in the first instance. Either in person (or by telephone if you wish) or alternatively, you can write a letter and forward it to:

The Practice Manager, Stockbridge Surgery, New Street, Stockbridge, Hampshire SO20 6HG

If you make a complaint

  • The Practice follows the NHS Complaints Procedure
  • We aim to investigate your complaint within 10 days (provided that relevant staff are not absent through sickness or holidays).

 

NHS services in Hampshire and Dorest

To signpost patients who may require or benefit from receiving advocacy support when wishing to make a complaint about NHS services in Hampshire & Dorset:

Freepost RTHH-KGST-ZRBC

Healthwatch Hampshire

Westgate Chambers

Staple Gardens

Winchester

SO23 8SR

 

Tel: 01962 440 262

Website: http://www.healthwatchhampshire.co.uk/

 

NHS England

If you wish to make any comments / complaints or compliments related to the services directly commissioned by NHS England you can do so using one of the following ports of entry;

By Post

NHS England

PO Box 16738

Redditch

B97 9PT

 

Electronically Using Email

england.contactus@nhs.net

 

By Telephone

0300 311 22 33

 

Help Guidelines

For seeking assistance and further information please click here for our Complaints Procedure Guidelines

Please note that we have to respect our duty of confidentiality to patients and a patient's consent will be necessary if a complaint is not made by that patient in person

 

 

Violence Policy

The NHS operate a zero tolerance policy with regard to violence and abuse and the practice has the right to remove violent patients from the list with immediate effect in order to safeguard practice staff, patients and other persons. Violence in this context includes actual or threatened physical violence or verbal abuse which leads to fear for a person’s safety. In this situation we will notify the patient in writing of their removal from the list and record in the patient’s medical records the fact of the removal and the circumstances leading to it.



 
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