CONFIDENTIALITY

The doctors and all staff attached to the surgery have a legal duty to maintain the highest level of confidentiality about patient information. All our staff are trained in the importance of medical confidentiality and are not allowed to give information about relatives or friends without their permission.

In most situations we will need your written consent to disclose any information to a third party. There are exceptions, such as if you are referred to another healthcare professional or if we are required to by law, such as the notification of certain infectious diseases.

The practice is registered and complies with the Data Protection Act 1998 and the Freedom of Information Act 2000. Any request for access to notes by a patient, patient’s representative or outside body will be dealt with in accordance with the Act. Please contact the Practice Manager for further information.

SUGGESTIONS, COMMENTS & COMPLAINTS

Our aim is to provide the highest possible standard of service and we welcome suggestions or comments to help us improve. We are also always glad to hear if you think we have provided a good service. If you have a complaint or concern about the service you have received, please let us know.

We operate a Practice Complaints Procedure as part of the NHS system for dealing with complaints. Our complaints procedure meets national criteria. Our practice complaints leaflet gives details of the procedure and is available from reception, or you may speak to our Practice Manager, Ros Birkinshaw, who will give you further information. You may be offered an appointment to discuss problems in more detail.

VIOLENT OR ABUSIVE PATIENTS

The practice staff are here to help patients and always try to do their best. The practice operates a Zero Tolerance Policy. Patients who behave in a violent or abusive way will be removed from the list with immediate effect.

PALS (Patient Advice and Liaison Service)

The NHS employs over a million staff in thousands of locations. It is a large and complex organisation providing a broad range of services. It is not surprising that sometimes you or a loved one may feel bewildered or concerned when using the NHS. And this can be at times when you are feeling at your most vulnerable and anxious.

So, what should you do if you want on the spot help when using the health service? The NHS expects all members of staff to listen and respond to you to the best of their ability. But sometimes, you may wish to talk to someone employed especially to help you. The Patient Advice and Liaison Service, known as PALS, has been introduced to ensure that the NHS listens to patients, their relatives, carers and friends, and answers their questions and resolves their concerns as quickly as possible.

PALS also helps the NHS to improve services by listening to what matters to patients and their loved ones and making changes, when appropriate.

---

What does PALS do?

In particular, PALS will:

• Provide you with information about the NHS and help you with any other health-related enquiry
• Help resolve concerns or problems when you are using the NHS
• Provide information about the NHS complaints procedure and how to get independent help if you decide you may want to make a complaint
• Provide you with information and help introduce you to agencies and support groups outside the NHS
• Inform you about how you can get more involved in your own healthcare and the NHS locally
• Improve the NHS by listening to your concerns, suggestions and experiences and ensuring that people who design and manage services are aware of the issues you raise
• Provide an early warning system for NHS Trusts and monitoring bodies by identifying problems or gaps in services and reporting them.

---

Find out more

If you would like more information about PALS, the functions it is intended to provide and the standards it should strive to achieve , follow this link.