Confidentiality

We ask you for personal information so you can receive appropriate care and treatment. This information is recorded on computer and we are registered under the Data Protection Act. The practice will ensure that patient confidentiality is maintained at all times by all members of the practice team. However, for the effective functioning of a multi-disiplinary team it is sometimes necessary that medical information about you is shared between members of the team.

Access to confidential patient information is given only to those NHS healthcare professionals who need it in order to provide a service to the patient. All staff working in the surgery are subject to stringent confidentiality requirements and no information from your record will be released to third parties outside the NHS without your specific consent.

Access to health records

In general you have the right to see your health records though certain legal exclusions may apply. You can ask to see your record and may request a copy of any part subject to a small administrative charge. If you require access to your records please ask to speak to the Practice Manager, Lydia Daniel-Baker in the first instance.

Concerns

If you have any concerns regarding the confidentiality of your personal medical records, or you would like further information. Please do not hesitate to discuss this with your doctor, or the Practice Manager, Lydia Daniel-Baker.

Comments & Complaints

We try to provide the best possible service to our patients and will always welcome your views or suggestions for further improvements. Wellington Medical Centre has a patient group. If you have a suggestion, you may wish to post it in the patient group box in reception which is cleared weekly.

Alternatively. if you would prefer to discuss your issue, please ask to speak to the Practice Manager. We realise that there may be occasions when our service to you falls short of our customary standard. If you have a complaint or concern about the service you have received from the doctors or any of the staff working at Wellington Medical Centre please let us know.

We hope that most problems can be sorted out quickly and satisfactorily. preferably at the time they arise and with the person concerned. If your problem cannot be resolved on the spot and you wish to make a complaint, we would ask you to let us know as soon as possible, ideally within a matter of days or at the most a few weeks.

Complaints should be addressed to the Practice Manager, Lydia Daniel-Baker, or to your doctor. Alternatively, you may prefer to 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 any matter raised is dealt with promptly and sympathetically. It will be a great help if you are as specific as possible about your complaint in terms of what happened when and who was involved.

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.