Confidentiality

Freedom Of Information Act

Ifield Medical Practice conforms to the requirements of the Freedom of Information Act 2000. A publication scheme has been produced in accordance with the Act, a copy of which can be obtained by writing to the Practice Manager.

The Patients Charter For England

The Practice fully supports the Patients Charter. Information concerning this can be obtained from the practice manager.

Access To Information And Data Protection Act 1998 / PATIENT CONFIDENTIALITY

We need to hold personal information about you on our computer system and in paper records to help us to look after your health needs, and your doctor is responsible for their accuracy and safe-keeping. Please help to keep your record up to date by informing us of any changes to your circumstances.

Doctors and staff in the practice have access to your medical records to enable them to do their jobs. From time to time information may be shared with others involved in your care or those people who need to know in the course of an individuals care, for administration or for improving services. Anyone with access to your records is properly trained in confidentiality issues and is governed by both a legal and contractual duty to keep your details private. All information about you is held securely and appropriate safeguards are in place to prevent accidental loss.

In some circumstances we may be required by law to release your details to statutory or other official bodies, for example if a court order is presented, or in the case of public health issues. In other circumstances you may be required to give written consent before information is released such as for medical reports for insurance, solicitors etc.

To ensure your privacy, we will not disclose information over the telephone or fax unless we are sure that we are talking to you. Information will not be disclosed to family, friends or spouses unless we have prior written consent, and we do not leave messages with others.

You have a right to see your records if you wish. Please ask at reception if you would like further details. An appointment will be required. In some circumstances a fee may be payable.

SUMMARY CARE RECORD

The NHS proposes to introduce a shared care record enabling medical agencies to access and share information, if clinically necessary. Patients are able to opt out of this scheme and further details can be obtained from the Practice Manager.

Patients have the right to see their medical records and where copies of records are requested, a fee will be charged in accordance with the Act.

Please contact the practice manager for further information.

Complaints & Comments

We welcome comments and suggestions on the services that we provide. Please speak to the Practice Manager.

We operate a complaints policy in line with NHS complaints procedure. Should you have a complaint or wish to comment about the service you have received from the Practice this should be made in writing directly to the Practice Manager. We aim to acknowledge your complaint within two working days and to resolve the matter within 10 working days.

Complaints concerning the out-of-hours service operated by Harmoni should be made directly to West Sussex NHS on 0300 100 1821.

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:

1. Getting it right
2. Being customer focused
3. Being open and accountable
4. Acting fairly and proportionately
5. Putting things right
6. 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.

Patient Responsibilities

To help the practice provide the best possible service to our patients:

• Notify us if you cannot attend an appointment
• Arrive promptly for your appointment.
• Notify us if you change your address or telephone number.
• Show consideration to other patients and staff at the surgery.
• Give your health care provider as much information as possible.
• Follow the prescribed and agreed treatment plan.

Aggressive Behaviour

It is the aim of Ifield Medical Practice to provide a safe and pleasant environment in which patients and visitors may receive healthcare and staff may carry out their work. A code of conduct is displayed in our surgeries outlining how we expect patients to behave when attending or telephoning the surgery. Any person acting in an unacceptable manner will be dealt with in accordance with the code.

Violent behaviour and verbal abuse will not be tolerated and will result in police prosecution alongside removal from the practice list.