Practice Policies

Comments
We welcome suggestions for improving our services. If you have any comments or inquiries about the practice, please contact our practice manager who will be pleased to help you.

You may also use the NHS Choices website. Here you can add your comments, complaints or suggestions about the surgery and our services.  Alternatively, you can use our Friends and Family test for feedback.

Complaints

We always try to give you the best services possible, but there may be times when you feel this has not happened. We operate a Practice Complaints Procedure.  If you have a complaint or concern about the service and wish to use the Internal Complaints Procedure, then please address your complaint to our Practice Manager. Alternatively, you may ask for an appointment with the Practice Manager to discuss your concerns. She will explain the Complaints Procedure to you and will make sure that your matters are dealt promptly.  It will be a great help if you are as specific as possible about your complaint.

Complaints leaflet BMC

If you do not wish to use the Internal Complaints Procedure and would prefer to make your complaint to an external body, then you will need to contact NHS England, they can be contacted by Email or Telephone.

Telephone – 0300 311 22 33

E-Mail – England.contactus@nhs.net – put FAO Complaints Manager in Subject line

Post:

NHS England
PO Box 16738
Redditch
B97 9PT

You may wish to seek independent assistance in resolving your complaint.  The contact details for the local Health watch Service are:

FREEPOST RTHH-KGST-ZRBC

Healthwatch Hampshire

Westgate Chambers, Staple Gardens

WINCHESTER SO23 8SR

Tel No: 01962 440262

www.healthwatch.co.uk

If your complaint is regarding a hospital or community service then you can complain either directly to the hospital or service. Alternatively, you can make your complaint to the Fareham and Gosport Clinical Commissioning Group, and they will investigate the issue. However, you can only complain to either the CCG or the Hospital/Community Service.  Please ask at Reception for a Complaints Leaflet (if there are none on the counter).  The contact details for the CCG  and further information regarding complaints are in the Complaints Leaflet.

For advice and support regarding complaints about Portsmouth Hospitals, please contact PALS (Patient Advice and Liason Service) on 0800 917 6039

Medical Records

How is my medical record protected?

The Practice is registered under the Data Protection Act (1998) and will keep your health records confidential at all times. The Act covers both electronic and paper records and during their work most members of staff have access to patient details. We must keep information about you confidential and to protect your privacy. All members of team have signed a confidentiality agreement and follow strict guidelines. Any visitors to the practice who may also see or hear patient information during their work are similarly briefed and sign a confidentiality agreement.

Who has access to my record and how is it used?

To provide you with the best possible care, your information may need to be shared with other health professionals and members of the practice team.

Should information be requested that is not directly associated with patient care, for example for insurance reports, we will always ask for your consent before passing on that information.

From time to time the PCT will ask for information for statistical purposes, this information is always provided as anonymous numerical data. Occasionally, however, the PCT may send a representative to visit the surgery to check patient’s records. Although they have signed a confidentiality agreement and will follow strict guidelines you may object to your record being viewed by such a person. It is your right to register your objection to your records being seen.

If you wish to do so please write to the Practice Manager, and it will be noted on your record.

Can I see my record?

You have a right to see your records subject to any limitations in law. If you wish to obtain a copy of your record as per the provisions of the Data Protection Act (1998), you should put your request in writing to the Practice Manager. There will be a fee for this service, which is defined by the Act and any subsequent amendments. This is currently £10 for a printed computer record and £50 for any other documents including those that are a mixture of computer and hard copy material

Freedom of Information

The ICO has published a new Model Publication Scheme that all public authorities are required to adopt by 1st January 2009.

Model Publication Scheme – further information