Confidentiality

When you register as a patient with the practice, we pass your details to Dorset Health Authority who will obtain your Medical Records from your last Doctor (This may take several weeks) Other parts of the National Health Service may have access to your Medical Records. For example, if you are an in-patient, the Hospital may ask for details of your medical history. The Practice is registered under the Data Protection Act.

Freedom of Information Act Jan 05

This act entitles anybody to ask for any recorded information we may keep. All requests for information must be made in writing (e.g. letter, fax, e-mail). You must clearly state what information you are requesting and supply your name and address. You do not need to say why you want the information. In most cases we will respond to your request within 20 working days of receiving it and, I it cannot, we will explain why and let you know when you will receive a reply. For further information please ask for a leaflet at reception.

Comments & Complaints

stethoscopekeyboard If you have any comments, suggestions, complaints (or compliments), please contact the Practice Manager, Mrs Carol Tilley and in her absence the Assistant Practice Manager, Mrs Sandra Green.

For the Complaints Procedure and Leaflet please refer to the Polices and Procedures tab at the top of this page.

Patient Complaint Form

The Health Service Ombudsman

The Health Service Ombudsman has published a booklet that describes the ‘six principles for remedy’ in relation to complaints handling and involves:

Getting it right
Being customer focused
Being open and accountable
Acting fairly and proportionately
Putting things right
Seeking continuous improvements

If you remain unhappy after everything has been done to try to resolve your concern or complaint you have the right to approach the Ombudsman.
Tel: 0345 015 4033
Email: phso.enquiries@ombudsman.org.uk
Write: Millbank Tower, Millbank, London SW1P 4QP.

NHS Commissioning Board- NHS England

By post: NHS England, PO Box 16738, Redditch, B97 9PT

By email: england.contactus@nhs.netwith ‘For the attention of the complaints manager’ in the subject line.

By telephone: 0300 311 22 33 (Monday to Friday 8am to 6pm, excluding English Bank Holidays) They will take a note of your complaint and arrange for it to be passed to the complaints manager.

Healthwatch

In person: at any Citizens Advice Bureau in Dorset, Poole or Bournemouth.
By telephone: 0300 111 0102

By post: Healthwatch Dorset, Freepost BH1902, 896 Christchurch Road, Bournemouth, BH7 6BR

By email via the webite: www.healthwatchdorset.co.uk

The Independent NHS Complaints Advocacy Service

By telephone: 0300 343 7000

Via their website: www.dorsetadvocacy.co.uk

A free confidential service that advises and supports people who are complaining about the NHS. The service is independent of the NHS and is currently provided in Dorset, Poole and Bournemouth by Dorset Advocacy.

Independent Mental Capacity Advocate (IMCA) Resource

By telephone: 0845 3891762

IMCAs are a legal safeguard for people who lack the capacity to make specific important decisions: including making decisions about where they live and about serious medical treatment options. IMCAs are mainly instructed to represent people where there is no one independent of services, such as a family member or friend, who is able to represent the person.