THE SURVEY IS AVAILABLE IN LARGE PRINT ON REQUEST

Confidentiality

THE PROTECTION AND USE OF PATIENT INFORMATION

We ask you for information about yourself so that you can receive proper care and treatment. We keep information, together with details of your care, because it may be needed if we see you again. We may use some of this information for other reasons; for example, to help us protect the health of the public generally and to see that the NHS runs efficiently, plans for the future, trains its staff, pays its bills and can account for its actions.

Sometimes the law requires us to pass on information; for example, to notify a birth. The NHS Central Register for England and Wales contains basic personal details of all patients registered with a General Practitioner. This register does not contain clinical information. You have the right of access to your health records.

---

EVERYONE WORKING FOR THE NHS HAS A LEGAL DUTY TO KEEP INFORMATION ABOUT YOU CONFIDENTIAL.

You may be receiving care from other people as well as the NHS. So that we can all work together for your benefit we may need to share some information about you. We only ever use or pass on information about you if people have a genuine need for it and it is in your and everyone’s interest.

Whenever we can we shall remove details that identify you. Law strictly controls the sharing of some types of very sensitive personal information. Anyone who receives information from us is also under a legal duty to keep it confidential.

---

FREEDOM OF INFORMATION - PUBLICATION SCHEME

We comply with the terms and conditions of the Freedom of Information Act. We are required by the NHS Freedom of Information Act 2000 to provide a Publication Scheme. This is a guide to the ‘classes’ of information routinely made available to the public.

Complaints

From 1^st April 2009 anyone wishing to make a complaint about a health care related matter will have the choice of making this direct to Lisle Court Medical Centre or the Complaints Manager, Complaints Department, Warwickshire PCT, Westgate House Warwick CV34 4DE  (Telephone 01926 493491 Ext 419/417)

If you wish to write to the practice please address the complaint to our Complaints Manager, (Keith Powell, Practice Manager), or any of the Doctors. If you wish to complain verbally please contact our Complaints Manager or our Head Receptionist to arrange an appointment.   

If the PCT considers it is appropriate for them to deal with the complaint they will notify the complainant and the practice, and handle the complaint.

If it is appropriate for the complaint to be handled by the practice and the complainant consents to this, the practice will handle the complaint. The compliant can not be referred to the PCT for further investigation. (Conciliation will however, continue to be offered by the Complaints Department at the PCT). 

If your complaint involves more than one organisation we will work closely together in order to provide the complaint with a single response.

If you are not happy with the outcome, you can seek an Independent Review by contacting the Health Service Ombudsman. 

To seek an Independent Review write to Health Service Ombudsman.

The contact details are:

www.ombudsman.org.uk
Complaints telephone number; 0345 015 4033
Fax number: 0300 061 4000
E-Mail: phso.enquiries@ombudsman.org.uk

Or write to:      
The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP

A full copy of our Complaints Policy is available upon request 

Suggestions

We are always looking at ways to improve our service so any helpful suggestions should be sent to our Practice Manager 

Practice Charter

What You Can Expect From Us

1. Confidentiality - You will be treated as an individual and will be given courtesy and respect at all times. You have the right to be treated with complete confidentiality in matters relating to your health. We are obliged to keep medical records which will be used by those involved in your care. These records may be seen by other members of staff who are also bound to confidentiality by their Contract of Employment. Due to protection of patient confidentiality we are only allowed to give results personally to the patient concerned.
2. Standards Of Care - It is our intention to carry out audits and patient satisfaction surveys and monitor and evaluate our service. All Doctors and staff participate in appropriate training and continuing education.
3. Availability - You will be able to see a Doctor of your choice, where possible, within two working days. In an emergency you will be able to see a GP the same day. Appointments are available with a Practice Nurse without first seeing a Doctor. We will try and see you within 30 minutes of your appointment time. However, our work is unpredictable; you will be offered an explanation when we cannot do this. We will visit you at home if you are too ill or infirm to be brought to the surgery. Please phone on 01926 425436 prior to 10.30 am whenever possible. A Doctor will give you advice, see you at the surgery or visit you outside normal surgery hours for emergencies if the Doctor assesses that this is necessary.
4. Telephones - During working hours we will endeavour to answer the phone as soon as possible. However, delays may occur during busy surgery times.
5. Medication - We will explain the likely effects of any drugs and review your long term medical needs at agreed times. If you require repeat prescriptions, please give 48 hours’ notice.
6. Complaints and Suggestions - If you have any comments, complaints or compliments about any aspect of the Practice please contact our Practice Manager or one of the Doctors. Complaints will be handled according to our established procedure, a copy of which is available at the reception desk.

Please Help Us To Achieve Our Standards

1. Please be courteous and polite when dealing with members of the Practice team.
2. Please make routine appointments well in advance wherever possible
3. Please do everything you can to keep appointments. Tell us as soon as possible if you cannot attend so that your appointment can be offered to someone else.
4. Phone lines are very busy in the morning. It is easier to get through between 11.00am to 12.30pm and 2.00 to 2.30pm. Please use the correct phone number.
5. Please do not ask for a home visit unless it is strictly necessary. The less time the Doctor spends travelling, the more time that is available for the patients at the surgery.
6. Please do not call out of hours except in real emergencies.
7. If you are unhappy with us or our service please do tell us. We welcome suggestions and constructive criticism. Please speak to the Practice Manager.
8. Please do read the Practice booklet, newsletters and notices displayed in the surgery.