Newquay Health Centre - Surgery policies on confidentiality, comments and suggestions, data protection etc

Newquay Health Centre
St Thomas' Road
Newquay
Cornwall, TR7 1RU
Tel: 01637 850002

Health Charities

Marie Curie Cancer Care is a UK charity dedicated to the care of people with terminal cancer and other illnesses. Over the financial year 2010/11, we reached a total of 31,799 patients

01 Dec - 28 Feb
YouthHealthTalk

Youthhealthtalk enables young people, their family and friends, and professionals such as doctors and teachers to understand young people's experiences of health, illness and life in general. The website feature real-life accounts of issues such as effect on work and education, social life and relationships, consulting health professionals and treatment.

03 Sep - 28 Feb
Macmillan Cancer Support

One in three of us will get cancer and it’s the toughest thing most of us will ever face. If you’ve been diagnosed with cancer, or a loved one has, you’ll want a team of people in your corner supporting you every step of the way. Macmillan provide practical, medical and financial support and push for better cancer care.

BBC Health

GMC guidance on assisted suicide

The General Medical Council launches guidelines on assisted suicide to help it decide if doctors should face a disciplinary panel on the issue.

NHS translation bill 'tops £23m'

The NHS in England spends £59,000 a day on translating documents and providing interpreters, according to a health think tank.

Campaign to cut smoking in cars

A campaign to stop people smoking in cars when carrying children - and which could pave the way for a ban - is launched by the Welsh government.

Transplant jaw made by 3D printer

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'Birth defect risk' for diabetics

The risk of birth defects increases four-fold if the pregnant mother has diabetes, a study of 400,000 pregnancies in England suggests.

'A little too much drink' warning

Drinking "just a little more than they should" puts people at risk of serious illness including heart disease, stroke and cancer, the government is warning.

Malaria toll 'is twice as high'

The number of deaths worldwide from malaria has been underestimated, according to data published in the medical journal the Lancet.

Health bodies reject NHS reforms

Physiotherapist leaders have joined the Royal College of GPs in calling for the health bill in England to be scrapped, increasing pressure on the government.

Under 10s have eating disorders

A number of children under 10 are treated in hospitals in Northern Ireland for eating disorders, the Department of Health says.

Weekend hospital admission fears

Research which suggests that patients are more likely to die in hospital if they are admitted at the weekend is backed up by a major study.

Health Protection Agency

Current alert level: Level 3 - Cold Weather Action in one or more regions of England

There is a 100% probability of severe cold weather between 1000 on Monday and 1000 on Friday in parts of England.

Health Protection Agency confirms new incinerator study

A new study to further extend the evidence base as to whether emissions from modern well run Municipal Waste Incinerators affect human health has been approved by the Health Protection Agency.

HPA helps solve radon problems in West Oxfordshire homes

Hundreds of homes across West Oxfordshire have been found to have high levels of radioactive gas radon. Last summer, the Health Protection Agency invited about 9,000 householders across West Oxfordshire to apply for a free test for radon, a naturally occurring gas present in all homes.

HPA helps solve radon problems in Orkney homes

Hundreds of householders across Orkney are being advised to act to protect their health, after HPA tests detected high levels of radioactive gas radon.

Cornish radon hotspot targeted

Thousands of households in a part of Cornwall with historic radon problems are being offered a free test for levels of the radioactive gas radon.

New Guidelines to Control Group A Streptococcal (GAS) Infections in UK Hospitals Launched

The Health Protection Agency (HPA) together with the group A streptococcal (GAS) Working Group* has today launched new guidelines for the investigation, control and prevention of GAS infection in acute healthcare settings, including maternity units, in the UK.

Whooping cough cases increase

Cases of whooping cough (pertussis) reported to the Health Protection Agency (HPA) in England and Wales have more than doubled from 421 cases in 2010 to 1040 in 2011. Increases in levels of whooping cough are seen every three to four years and figures in 2011 are in line with cases reported in the last peak year of 2008.

HPA publishes second migrant health report

The Health Protection Agency’s (HPA) second report on Migrant Health, and the first UK-wide report is published today.

Levels of norovirus within seasonal norms

Norovirus is highly contagious and can be transmitted by contact with an infected person; by consuming contaminated food or water or by contact with contaminated surfaces or objects. The virus spreads rapidly in closed environments such as hospitals, schools, nursing and residential homes.

HPA warns winter sun seekers to seek protection from malaria

The Health Protection Agency (HPA) is reminding UK travellers visiting friends and family or taking winter sun holidays to ensure they take anti-malaria tablets when visiting countries where malaria is prevalent.

Confidentiality

Comments & Complaints

Patient Advice

Confidentiality

Confidentiality 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

The ICO has published a new Model Publication Scheme that all public authorities are required to adopt by 1st January 2009.

Model Publication Scheme - further information

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.

Independendent Complaints Advocacy Service (ICAS)

1st Floor
17 Dean Street
Liskeard
PL14 4AB
Tel: 01579 345193
Email: www.seap.org.uk/icas

Complaints Manager, NHS Cornwall and Isles of Scilly PCT

Sedgemoor Centre
priory Road
St Austell
PL25 5AS
Tel: 01726 627827
Email: www.cornwallandislesofscilly.nhs.uk/CornwallAndIslesOfScillyPCT

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.

Patient Advice and Liaison Service (PALS)

The NHS employs over a million staff in thousands of locations. It is a large and complex organisation providing a broad range of services. It is not surprising that sometimes you or a loved one may feel bewildered or concerned when using the NHS. And this can be at times when you are feeling at your most vulnerable and anxious.

So, what should you do if you want on the spot help when using the health service? The NHS expects all members of staff to listen and respond to you to the best of their ability. But sometimes, you may wish to talk to someone employed especially to help you. The Patient Advice and Liaison Service, known as PALS, has been introduced to ensure that the NHS listens to patients, their relatives, carers and friends, and answers their questions and resolves their concerns as quickly as possible.

PALS also helps the NHS to improve services by listening to what matters to patients and their loved ones and making changes, when appropriate.

What does PALS do?

In particular, PALS will:

Provide you with information about the NHS and help you with any other health-related enquiry
Help resolve concerns or problems when you are using the NHS
Provide information about the NHS complaints procedure and how to get independent help if you decide you may want to make a complaint
Provide you with information and help introduce you to agencies and support groups outside the NHS
Inform you about how you can get more involved in your own healthcare and the NHS locally
Improve the NHS by listening to your concerns, suggestions and experiences and ensuring that people who design and manage services are aware of the issues you raise
Provide an early warning system for NHS Trusts and monitoring bodies by identifying problems or gaps in services and reporting them.

Find out more

If you would like more information about PALS, the functions it is intended to provide and the standards it should strive to achieve , follow this link.

PALS
Royal Cornwall Hospitals Trust, Truro, TR1 3LJ
(01872) 252793

Further Information

For quick medical advice online or on the telephone contact NHS Direct

NHS 111 is a new service being introduced to make it easier for you to access local NHS healthcare services