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.

Suggestions & Complaints

 Blake House Surgery

COMPLAINT PROCEDURE

We always try to give you the best service possible, but there may be times when you feel this has not happened. This leaflet explains what to do if you have a complaint about the services we provide for you.

We hope you will use the practice procedure to allow us to look into and, if necessary, put right any problems you have identified or mistakes that may have been made.

If you wish to make a comment, complaint or suggestion, please contact Practice Manager (Anita Wellard) It will be most helpful to us if you would make your complaint in writing as it would give a first hand version of the event.

We think it is important to deal with complaints swiftly. We would acknowledge the receipt of your complaint within 48 hours. We will instigate the investigation immediately and you will be offered an appointment for a meeting to discuss matters where appropriate. You may bring a friend or relative with you to the meeting. Occasionally, if we have to make a lot of enquiries or those who are concerned are away, it might take a little longer, but we will keep you informed.

If you use this procedure it will not affect your right to complain to the PCT if you so wish. The appropriate contact address for the PCT is:

Customer Services Team for NHS Devon (Provider Services)
(Office hours: 9am-5pm, Monday to Friday)

Aimee Skerratt, Customer Services Manager
Jo Curtis, PALS Manager
Alan Matthews, Customer Services Support Officer

Tel: 01392 356920
Fax: 01392 356969
Email: d-pc.complaintsdevonproviderservices@nhs.net

Customer Services
NHS Devon (Provider Services)
Unit 1, Exeter International Office Park
Clyst Honiton
Exeter
EX5 2HL

We will try to address your concerns fully, provide you with an explanation and discuss any action that may be needed. We hope that, at the end of our investigation and/or the meeting, you will feel satisfied that we have dealt with the matter thoroughly.

Please note that we have to respect our duty of confidentiality to patients and a patient's written consent will be necessary if a complaint is not made by the patient in person.

If you are still unhappy with our response following our investigation into the concerns you have raised, we would welcome the opportunity to respond further. We would be happy to arrange a meeting with you to try to resolve any remaining issues you may have. 

If you remain dissatisfied with how your complaint has been handled, you are entitled to forward your complaint to the

Parliamentary and Health Service Ombudsman for review.

www.ombudsman.org.uk
Helpline: 0345 015 4033 (open 8.30am-5.30pm – Monday to Friday)
Email: phso.enquiries@ombudsman.org.uk
Fax: 0300 061 4000
The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP

Free Help and Support

The Patient Advice and Liaison Service (PALS) provide confidential, on–the–spot advice and support, for NHS service users and can provide information to patients, their families and carers. 

PALS can be contacted on 0845 111 0080 or email: palsdevonpct@nhs.net

The Independent Complaints Advocacy Service provides free help and support for people bringing formal complaints to the NHS.  It is an independent and confidential service available in this area through South England Advocacy Projects (SEAP). 

ICAS can be contacted on 0845 120 3782 or their website www.seap.org.uk/icas

Practice Responsibilities

The Practice is in compliance with the following and if you should require further information please enquire at reception or ask to speak to the Practice Manager

• The Data Protection Act 1998
• The Freedom of information Act 2000
• Access to your medical records
• The Practice Charter
• The Practice Complaints Procedure (NHS system for dealing with complaints)
• The Practice Zero Tolerance Policy