The Esplanade Surgery

PRACTICE CHARTER

We have a practice charter which you will find displayed in the waiting room.

Patient Telephone Numbers

It would help us a great deal if you gave us your telephone number, especially if you are ex-directory, in case we need to contact you for any reason.

COMPLAINTS PROCEDURE

We always try to give you the best service possible, but there may be times when you feel this has not happened. This booklet explains what to do if you have a complaint, which we would be happy to discuss further with you. Our practice procedure is not able to deal with questions of legal liability or compensation.

This procedure will allow the practice to investigate and, if appropriate, put right any problems you have identified or mistakes that have been made. This procedure does not affect your right to complain to the Isle of Wight NHS PCT (address provided below). You can also contact the Independent Complaints Advocacy Service (ICAS) for information and/or advice.

Please note that we have to respect our duty of confidentiality to patients and a patient’s consent will be necessary if a complaint is not made by that patient in person. If you wish to make a complaint, please phone or write to our Practice/Complaint Manager. She will take full details of your complaint and undertake a thorough investigation.

We think it is important to deal with complaints swiftly and we record all oral complaints in writing. Within three working days we will have acknowledged your complaint, provided you with a copy of the written record (if this is an oral complaint) and offered to discuss the matter once we have completed a thorough investigation.

Whilst we are investigating your complaint we will keep you informed as far as reasonably practicable of the progress. We will then organise a meeting to discuss our investigation and you may bring a friend or relative to the meeting. We will try to address your concerns fully, provide you with an explanation, and discuss any appropriate action to ensure your satisfaction. We will also provide a written response of the above. Should you wish to continue your complaint, we will direct you to the appropriate authorities who will be able to help you.

CONFIDENTIALITY

The practice computer is registered under the Data Protection Act and strict confidentiality is maintained. All staff are bound by strict rules of confidentiality.

FREEDOM OF INFORMATION - PUBLICATION SCHEME

The Freedom of Information Act 2000 obliges the practice to produce a Publication Scheme.

A Publication Scheme is a guide to the 'classes' of information the practice intends to routinely make available.

This scheme is available from reception.

THE PROTECTION AND USE OF INFORMATION WE HOLD ABOUT YOU

When we ask you for information this is to enable us to give you the best health care and treatment.

We then keep this information, together with details of your care, because it may be needed if we see you again, and some of this we will need to pass on to others concerned with your care.

There are times when we may use some of this information, in an anonymised form (ie no patient names), for other reasons. These are, for example:

• To help us protect the health of the public
• The efficient running of the NHS, ie planning for the future
• Training staff
• Carrying out medical and other health research approved by the Local Research Ethics Committee

Sometimes the law requires us to pass on information, for example to notify a birth or death.

We would also like you to be aware that:

• If you should want your relatives or carers to be kept up to date with progress of your treatment please discuss this with the doctor or nurse delivering your care.


• The NHS Central Register for England and Wales contains basic personal details of all patients registered with a general practitioner.


• Everyone working for the NHS has a legal duty to keep information about you confidential; anyone who receives information from us is also under a legal duty to keep it confidential.


• You have the right of access to your health records.

If at any time you would like to know more about how we use information about you please ask to speak to the practice manager.