Confidentiality

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.

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Freedom of Information

The ICO has published a new Model Publication Scheme that all public authorities are required to adopt.

Model Publication Scheme - further information

The information within each class is available in hard copy on written request to:

• Gavin Richards
  Buisness Manager

       Stoke Gifford and Conygre Medical Centres.

Comments & Complaints

We 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 happens, we would like to be able to find out what the problem is and, if possible to resolve it and improve the way we work in the future. We therefore have a complaints procedure as part of the NHS system for dealing with a complaint. Our system meets national criteria.

Our aim is: 

• To give you a chance to put across your views of what has gone wrong
• To give an explanation of what has happened and, where necessary give an apology
• To use information gained to improve our standard of care.

Our practice complaints manager is Gavin Richards. The practice complaints leaflet gives details of the procedure and is available from reception. To pursue a complaint please contact the practice manager and he will deal with your concerns appropriately. 

We are continually striving to improve our service. Any helpful suggestions would be much appreciated and a suggestion box is located in the waiting area.

The Health Service Ombudsman in England

The Parliamentary and Health Service Ombudsman website contains detailed information on raising a complaint about any aspect of the NHS in England. There is also a leaflet explaining the procedure of bringing a complaint to the ombudsman.

Referrals

When necessary we are able to refer to hospital specialists or arrange hospital admissions. The practice now runs under a system called choose and book, which allows you to choose an appointment from a range of hospitals and at a time that, suits you. If you need a referral the Doctor will give more information on this system and how to book your appointment. If you prefer your referral to be in the private sector please tell the doctor.

A wide range of other agencies can also be involved as appropriate.These may include:

Removal of Patients from List

Patients are being asked to register with a new doctor if they move to a new area. Should there be a breakdown of trust between doctor and patient the practice reserves the right to inform the Primary Care Support Agency and have these patients removed with 30 days notice to the patient. The Practice will write to patients informing them of the reason for their removal. In case of serious misconduct patients will be removed from the list without notice.