Comments & Complaints
Yoxall Health Centre aims to provide a welcoming, high quality, professional and caring service to all its patients. We welcome all comments and suggestions as these help us to ensure our service meets the standards we strive to achieve.
If you have any concerns or wish to make a comment on the service you have received – good or bad – you can do so via the following options:
- Friends and Family Test – comment slips available in surgery waiting area or take the survey online (button on the homepage of this website)
- Comment via our suggestions box in the surgery
- Email the surgery at email@example.com, write or call the Practice Manager at the surgery
- Complete a complaints form which can be found in the Complaints Procedure or completed Online Here
- Alternatively, you can comment via the NHS Choices website NHS Choices – Yoxall Health Centre
If you remain unhappy once local resolution is completed, you can contact the Parliamentary & Health Service Ombudsman.
CONTACT DETAILS FOR THE PARLIAMENTARY & HEALTH SERVICE OMBUSMAN (PHSO)
Under the new NHS Complaints procedure, you have the right to ask the Parliamentary and Health Service Ombudsman (PHSO) to review your complaint if you remain unhappy once local resolution is completed. The PHSO contact details are:
The Parliamentary and Health Services Ombudsman
Telephone: 0345 0154033, Fax: 0300 0614 000
The PHSO would normally expect any request to be lodged within 12 months from the date when you became aware that you had cause to complain.
However, you are encouraged to make the approach as soon as possible once local resolution is complete.
Confidentiality & Medical Records
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.
Freedom of Information
Information about the General Practitioners and the practice required for disclosure under this act can be made available to the public. All requests for such information should be made to the practice manager.
Access to Records
In accordance with the Data Protection Act 1998 and Access to Health Records Act, patients may request to see their medical records. Such requests should be made through the practice manager and will be subject to an administration charge. No information will be released without the patient consent unless we are legally obliged to do so.
How we use your information
Download a copy of our How we use your information leaflet.
From 1st April 2015 GP practices were required to allocate all patients including children, with a named accountable GP who has overall responsibility for their care.
If you wish to know who your named GP is please contact the surgery and we will be happy to inform you.
N.B. This does not stop you from seeing any GP at the Practice
All members of the surgery primary care team are dedicated to a quality policy to achieve health services which meet the patient’s requirements.
All new patients will receive information about the practice including how to apply for access to online services.
Our surgery building will be welcoming, easy for patients to find their way around and appropriate to the needs of users, including the disabled.
Patients’ rights to General Medical Services:
The care of your health is a partnership between yourself and the Primary Health Care Team. The success of that partnership depends on an understanding of each other’s needs and co-operation between us.
Patients have the rights to:
- be registered with a General Practitioner
- change doctor if desired
- be treated with courtesy and respect by every member of the Primary Health Care Team
- be offered a health check on joining the practice
- receive health care on the basis of clinical need
- receive appropriate drugs and medicines
- be referred for specialist or second opinion if they and the GP agree
- have any proposed treatment including any risks involved in the treatment and any alternatives explained to you before you decide whether to agree to it
- have the right to view their medical records, subject to the Acts and associated procedure, and to know that those working for the NHS are under legal obligation to keep the contents confidential.
With these rights come responsibilities and for the patients this means:
- please treat NHS staff, fellow patients, carers and visitors politely, and with respect. We will not accept violence, racial or verbal harassment
- responding in a positive way to questions asked by the reception staff – remember they are working under doctors’ orders
- to attend appointments on time or give the practice adequate notice that they wish to cancel. Someone else could use your appointment!
- an appointment is for one person only – where another member of the family needs to be seen or discussed, another appointment should be made and the Medical Record be made available
- patients should make every effort when consulting the surgery to make best use of nursing and medical time – home visits should be medically justifiable and not requested for social convenience
- when patients are asked to allow two full working days notice for repeat prescriptions, please give us this time as it is to allow for accurate prescribing. Please attend for review when asked before your next prescription is due
- out-of-hours calls (e.g. evenings; nights & weekends) should only be requested if they are felt to be truly necessary
- care for yourself when appropriate (for example, can treat yourself at home for common ailments such as coughs, colds and sore throats)
- do what you can to look after your own health and follow advice on a healthy lifestyle
- listen carefully to advice on your treatment and medication. Tell the doctor about treatments you are already taking
- inform us of any change of name, address or telephone number so our records are accurate
- do not ask for information about anyone other than yourself
Changes to Procedures:
When changes are introduced to practice procedures that affect patients, we will ensure that these are clearly explained, by means of a brochure; waiting room noticeboard or individual leaflets, giving as much notice as practicable.
To ensure the best possible knowledge of your personal health, these will be signed by your usual GP wherever possible.
- urgent referrals to other health and social care agencies will normally be made within one working day of the patient consultation. Where requested, our GPs will refer you to a private health provider.
- we will normally process non-urgent referrals within five working days of the patient consultation or the doctor’s decision to refer.
When a doctor or nurse arranges for a test to be taken the patient will be informed how to obtain the result. (results are normally available after two working days)
Transfer of Medical Records:
The practice will endeavour to dispatch medical record required by the Health Authority within seven working days and same day if the request is urgent.
Privacy and Confidentiality:
We will respect our patients’ privacy, dignity and confidentiality at all times.
With a doctor : For medically urgent requests, we will offer an appointment on the same day.
If there is a delay in the appointment wait (when you arrive) of more than twenty minutes we will let you know.
We are happy to update you on any delay situation if you feel that you have been waiting too long.
- surgeries will normally start on time.
- we endeavour to see patients as close as possible to their appointment time, and in the event of a delay we will offer an explanation.
- when a doctor is called away on an emergency we will inform the patients and give them an opportunity to book an alternative appointment, or if preferred, to be seen by another doctor.
We are unable to guarantee a specific doctor will visit you as this depends on availability and other factors. The decision to home visit will be at the doctors’ discretion.
Out of Hours Emergencies:
We will do everything possible to ensure that our system for contacting the duty doctor is easy to follow, reliable and effective.
Summary Care Record
There is a new Central NHS Computer System called the Summary Care Record (SCR). The Summary Care Record is meant to help emergency doctors and nurses help you when you contact them when the surgery is closed. Initially, it will contain just your medications and allergies.
Later on as the central NHS computer system develops, (known as the ‘Summary Care Record’ – SCR), other staff who work in the NHS will be able to access it along with information from hospitals, out of hours services, and specialists letters that may be added as well.
Your information will be extracted from practices such as ours and held on central NHS databases.
As with all new systems there are pros and cons to think about. When you speak to an emergency doctor you might overlook something that is important and if they have access to your medical record it might avoid mistakes or problems, although even then, you should be asked to give your consent each time a member of NHS Staff wishes to access your record, unless you are medically unable to do so.
On the other hand, you may have strong views about sharing your personal information and wish to keep your information at the level of this practice. Connecting for Health (CfH), the government agency responsible for the Summary Care Record have agreed with doctors’ leaders that new patients registering with this practice should be able to decide whether or not their information is uploaded to the Central NHS Computer System.
For existing patients it is different in that it is assumed that you want your record uploaded to the Central NHS Computer System unless you actively opt out.
For further information visit the HSCIC Website
If you choose to opt out of the scheme, then you will need to complete a form and bring it along to the surgery.
The NHS operate a zero tolerance policy with regard to violence and abuse and the practice has the right to remove violent patients from the list with immediate effect in order to safeguard practice staff, patients and other persons. Violence in this context includes actual or threatened physical violence or verbal abuse which leads to fear for a person’s safety. In this situation we will notify the patient in writing of their removal from the list and record in the patient’s medical records the fact of the removal and the circumstances leading to it.