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Practice Policies

Confidentiality

ConfidentialityThe 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

The ICO has published a new Model Publication Scheme that all public authorities are required to adopt by 1st January 2009. Further information can be found on the Information Commissioner's Website

Information Commisioner's Website

Docmail

Newquay Health Centre uses a data processing company called Docmail to handle some mailings to patients. Typically this is for bulk mailings such as the invitations to attend the flu clinics where it is difficult to accommodate the administrative work involved without affecting our ability to serve patients. This is permissible under guidance from both the Information Commissioner’s Office (ICO) and the Department of Health (DoH) subject to the provisions of the Data Protection Act
Please click the link below for more information about Docmail and how we work with them to ensure that we protect our patients’ personal data at all times.

Docmail Policy

Comments, Complaints & Suggestions

At Newquay Health Centre we value your feedback and use comments, suggestions, compliments and complaints to try and improve our services. We hope you will never have cause for serious complaint, but if you do we have a complaints procedure aimed at sorting out problems quickly and informally. Please ask for a leaflet.

If you want to make a formal complaint, please contact the Practice Manager. You will be asked to put your complaint in writing and your letter will be acknowledged within 3 days. Your complaint will not be recorded in your medical notes. If you are making a complaint on behalf of another person, we may need to ask that person’s consent before investigating the complaint.

We hope that, if you have a problem, you will use our practice complaints procedure. We believe this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our practice.

If you feel you cannot raise your complaint with us or you are dissatisfied with the result of our investigation, you should contact:

Health Watch on 0800 0381 281 who can provide local information and a signposting service.

or

SEAP (Support Empower Advocate Promote) who provide independent advice and support with regard to NHS complaints. You can find them at 17 Dean St, Liskeard, PL14 4AB,

Tel 0300 343 5706.

For more complex issues for resolution please contact

NHS England on 0300 311 2233

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.

HealthWatch

NHS Kernow (previously Cornwall and Isles of Scilly PCT) will no longer operate a Patient Advice and Liaison Service (PALS)

Instead, patients can call HealthWatch for a local information and signposting service.

Tel: 0800 0381 281.

For more complex issues please contact the national call centre set up by NHS England on

Tel: 0300 311 22 33



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