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Hill Top Medical Centre15 Hill Top RoadOldburyWarley, B68 9DUTel: 0121 422 2146
To give you the care you need, we keep information about your visits to surgery staff involved in your care or treatment. These could be visits to a GP or practice nurse, or a visit by a health visitor. We keep information about your health and lifestyle and any illnesses, tests, prescriptions and other treatments that you have had. When this information contains things that can identify you, such as your name, address, postcode or date of birth, it's called your personal health information. Your personal health information is stored securely on paper or on computer, or both.
We sometimes share your personal health information with other organisations involved in your healthcare. We only share relevant information. For example, when your GP refers you to a specialist at the hospital we send relevant details about you in the referral letter and receive information back from them about you. We sometimes share information including your name, address and date of birth so that you can be invited for health screening.
We also need to use your personal health information for administrative tasks, but we only use relevant information. So that we can be paid for services we give you, we share information about you with relevant NHS organisations. These organisations help to check that public money is being spent properly. The surgery must allow these checks to be done and we need to share your information to be able to give you healthcare services.
Sometimes, we might use information about you and other patients' to help improve our services or to check that they are up to standard. Whenever we do this we will make sure that as far as possible we don't share any information that could identify you.
The surgery is sometimes involved in health research and in teaching student nurses, doctors and other NHS staff. We will not use or share your personal health information for research or teaching unless you have given your permission.
Where you need a service that we give jointly with your local authority, we will ask your permission before giving them your information.
Sometimes the law requires us to pass on information to other organisations. For example, we have to report all births, deaths and certain diseases or crimes.
The law sets out how we can use your personal health information. The Data Protection Act gives you rights about how your personal information is used, including a right to see the information we hold about you.
All NHS staff have a legal duty to keep information about you confidential and they follow a staff Code of Practice on Protecting Patient Confidentiality. If you have any questions about how we use your personal health information, or would like to see your health records please contact our Practice Manager. If you have any queries about issues in relation to Data Protection or Confidentiality, please ask to speak to the Practice Manager.
We have a room available if you need to speak privately to a receptionist. Please make your request at reception.
The Freedom of Information (FOI) Act was passed on 30 November 2000. It gives a general right of access to all types of recorded information held by public authorities, with full access granted in January 2005. The Act sets out exemptions to that right and places certain obligations on public authorities. FOI replaced the Open Government Code of Practice, which has been in operation since 1994.Data Protection and FOI – how do the two interact?The Data Protection Act 1998 came into force on 1 March 2000. It provides living individuals with a right of access to personal information held about them. The right applies to all information held in computerised form and also to non-computerised information held in filing systems structured so that specific information about particular individuals can retrieved readily. Individuals already have the right to access information about themselves (personal data), which is held on computer and in some paper files under the Data Protection Act 1998. The right also applies to those archives that meet these criteria. However, the right is subject to exemptions, which will affect whether information is provided. Requests will be dealt with on a case by case basis. The Freedom of Information Act and the Data Protection Act are the responsibility of the Lord Chancellor’s Department. A few of its strategic objectives being:
The Data Protection Act does not give third parties rights of access to personal information for research purposes. The FOI Act does not give individuals access to their personal information, though if a request is made, the Data Protection Act gives the individual this right. If the individual chooses to make this information public it could be used alongside non-personal information gained by the public under the terms of the FOI Act.
Our aim is to provide the highest level of care for all our patients. We will always be willing to hear if there is any way that you think that we can improve the service we provide.
Making a complaint
If you have any complaints or concerns about the service that you have received from the doctors or staff working for this practice, please let us know.
We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible - ideally within a matter of days or at most a few weeks - because this will enable us to establish what happened more easily.
Sue Lawrence the Practice Manager will be pleased to deal with any complaint. She will explain the procedure to you and make sure that your concerns are dealt with promptly. You can make your complaint:
In person - ask to speak to Sue Lawrence
In writing - some complaints may be easier to explain in writing - please give as much information as you can, then send your complaint to the practice for the attention of Sue Lawrence
We have a leaflet to explain more fully our complaints procedure. If you would like a copy, please either ask at reception or e.mail Sue Lawrence at firstname.lastname@example.org
This policy sets out the Practice provision to ensure that patients are afforded privacy and dignity, and are treated respectfully, in all appropriate circumstances where there is the potential for embarrassment or for the patient to feel “ill at ease”.
The requirement to respect patients is the responsibility of all staff, not just those in direct clinical contact with the patient.
Vulnerable patients in this respect may include:
The practice considers aggressive behaviour to be any personal, abusive and/or aggressive comments, cursing and/or swearing, physical contact and/or aggressive gestures.
The practice will request the removal of any patient from the practice list who is aggressive or abusive towards a doctor, member of staff, other patient, or who damages property.
All instances of actual physical abuse on any doctor or member of staff, by a patient or their relatives will be reported to the police as an assault.
IF YOU HAVE A COMPLAINT ABOUT A PHARMACY
0300 311 2233
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