Confidentiality Statement

This is a completely confidential service. Even if you are under 16, the doctors and nurses still have to keep anything you tell them private, just as they would for an adult. We will not discuss any information about you with anyone else, unless you ask us to, except in very exceptional circumstances – if you, or another’s safety is at risk. In these circumstances, we will keep you fully informed.

Confidentiality and Medical Records

Any person given access to your records will be subject to a duty of confidentiality. You have a right to object to disclosure.

Referrals

When referring you to other healthcare workers the doctors will make available to them details of your medical history. The doctor will respect the wishes of any patient who objects to particular information being shared with others providing care, except where this would put others at risk of serious harm. 

Freedom of Information

The ICO has published a new Model Publication Scheme that all public authorities are required to adopt.

Model Publication Scheme - further information

Complaints

We try to offer our best service at all times. If however, you are unhappy with any aspect of your care, please either write or ask to speak to the practice manager. We have a complaints procedure and we will contact you with a timely response.

If you are not satisfied with our explanation, you may wish to contact the Complaints Manager at

Worcestershire PCT
Crossgate House,
Crossgate Road,
Park Farm,
Redditch
B98 7SN

If you have any problems with the Out of Hours Service, please let us know and we will pass your complaint on to the appropriate person(s).

Suggestions

We welcome your suggestions, and a suggestion box is situated in the reception area. 

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.

Violent or Abusive Behaviour

This practice supports the Governments NHS Zero tolerance zone campaign. Violent patients will be reported to the police and struck off the practice list. We ask you to treat your GP and practice staff properly, without violence or abuse.