Policies

Complaints, concerns or ideas

 If you have an idea, concern or complaint that you think might assist the surgery in its service to you, please in the first instance contact the Practice Manager, Mrs Phillippa Holroyd who will be interested to hear your views.

The practice has a Patient Complaints Procedure Leaflet which you can click on the link to download a copy or ask at reception for a copy.

patient complaint leaflet

PALS (Patient Advice & Liaison Service) offers advice and support to patients, clients, service users, their families and carers.  For issues relating to GP's please contact the PALS service at Solihull Primary Care Trust on 0800 783 2894, or by post to Friars Gate, Stratford Road, Solihull, B90 4BN. or email on  pals@solihull-pct.nhs.uk

Confidentiality

Personal information is requested so that you can receive appropriate care and treatment. This information is recorded on the surgery computer system and we are registered under the Data Protection Act. The practice ensures that patient confidentiality is maintained at all times by all members of the practice team and if necessary, to help you when you are ill, it is sometimes necessary that medical information about you is shared between members of the team. Prescriptions and some of the consultation records are run purely on computer. This enables us to analyse various aspects of health care and to undertake Audit to ensure that standards are care are being maintained.

For more information on Patient Confidentiality & How we use your information please see the separate page on our website.

You have a right to see your records if you wish and the simplist way to do this is to sign up for online patient access - please see the page in the How Do I Section or ask at reception. 

Mailing Service

 At certain times throughout the year the Practice may need to contact you for a variety of reasons.  For example to advise you when it is time for your flu vaccination or to give you important information.

 This can be very time consuming and therefore we are going to start using an external mailing company called CFH docmail who will carry out this function for us.

 The company is fully compliant with Data Protection laws and meets the rigorous requirements laid down by the Department of Health.  You can be assured that the only personal information passed on will be your name and address.  The information will not be stored permanently and will not be passed on to any third parties.

 Should you wish to investigate further the company details are:

 CFH Total Document Management

St PetersPark

Wells Road

RADSTOCK

BA3 3UP

Tel: 01761 416311

Fax: 01761 409700

Web: www.cfhdocmail.com

Company Number 1716891

VAT No GB 720978223

 If you would like any further information or wish to opt out of this service please ask to speak to the Practice Manager.

Freedom of information

From January 1st 2005 this act entitles anybody to ask a public authority for any recorded information that they keep.

A list of organisations covered by the Act is available here.

The Act works alongside the Data Protection Act, which allows people to access information about themselves.

All requests for information must be made in writing, clearly stating the information that is being requested, together with the person’s name and address.

We hope that any information that you may need is contained within this practice website.

A public authority must respond to your request in 20 working days of receiving the request. If the request cannot be met, an explanation will provided as to why and you will be notified when you will receive a reply. Otherwise you must be provided with a reason for declining the request.

Please note that some information may be provided free of charge. However, sometimes you may have to pay a fee, either to cover administration costs, or to pay photocopying or postage costs, or because of the expense involved in finding and supplying the information. You will be told in advance if a fee will apply.

Carers

1.    Notice in waiting room asking carers to register that they are a carer.  New patients can inform practice as part of registration process with the surgery.

2.    Receptionist to give out an explanation form and registration form

3.    When registration form is completed and returned, the form is to be put in practice manager’s tray marked a ‘New Patients’

4.    The practice manager or designated person is to register carers’ details on patients’ computer RD screen

5.    Form is then to be filed in the patient’s notes 

Patient responsibilities

Please read the health information provided on the waiting room notice board and the patient information leaflets. The practice has a Patient Participation Group and new members are welcome. It is the patient’s responsibility to let the surgery know if they no longer require an appointment that has been booked so that it may be used by another patient and to arrive on time for appointments. Please be courteous to the staff at all times – they will do their best to help you when you are ill.

Violence and abuse

This practice supports the Government’s NHS zero tolerance zone campaign.

Violence and abuse is a growing concern. GPs and their staff have the right to care for others without fear of being attacked or abused.

Violent patients will be reported to the police and removed from the GP’s list.

We ask that you treat your GP and practice staff properly without violence or abuse.

Further details are available here.