If you have any suggestions about the service we provide or complaints about the service you receive from us, please let us know. We operate a practice complaints procedure as part of a NHS system for dealing with complaints.
Our complaints system meets national criteria. If you wish to make a complaint your first point of contact at the surgery is the Practice Manager, Mrs Caroline Towers.
Whyteleafe Surgery is a long established medical practice that is committed to preserve and enhance its good reputation for being a caring practice.
We undertake to:
- Treat you with respect and courtesy at all times
- Provide you with advice and treatment in a timely manner
- Help you make decisions about your health by treating you as an equal
- Discuss what treatment is available and refer you on to other experts where necessary
- Maintain confidentiality in what we discuss and the records we keep on your behalf
- Keep up to date with developments in health care by continuing to learn
In return we ask you to:
- Keep your appointment, or let us know as soon as possible if you can’t
- Only use the out-of-hours services in an emergency
- Only request home visits for those that are too ill to come to the surgery
- Please allow 48 hours for your repeat prescription
- Be nice to our staff! They do their best for you and respond very well to “please” and “thank you”
- Let us know, via the practice manager, if you have any suggestions or cause for complaint as soon as possible
- Let us know when we have done well
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.
Use Of Patient Information
Data Protection Act 1998 - Fair Processing Notice
We ask you for information so that you can receive proper care and treatment.
We keep this information together with details of your care, because it may be needed if we see you again.
We may use this information for other reasons:
- Help us protect the Health of the Public generally
- Plan for the future
- Train and educate staff
- Carry out research
- Review the quality of care and treatment being provided.
We pass on information if the law requires us to eg Notify a birth
- Everyone working for the NHS has a legal duty to keep information about you confidential.
We may share information with others, but we only pass on information about you if there is a genuine need to:
- Whenever possible we remove details which identify you
- Anyone who receives information from us is under a legal duty to keep it confidential.
If at any time you would like to know more about how we use your information or if for any reason you do not wish to have information concerning you used as described above, you can speak to the practice manager or a GP.
Access to Health Records
The Practice Manager will assist any patient wishing to have access to his or her own medical record, subject to the relevant Acts. A charge may be made if copies of records are required.