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.

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

Comments & Complaints

We make every effort to give the best service possible to everyone who attends our practice.

However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.

To pursue a complaint please contact the Practice Administrator and she will deal with your concerns appropriately. Further written information is available on the complaints procedure from reception.

We are continually striving to improve our service. Any helpful suggestions would be much appreciated and a suggestion box is located in the waiting area.

Alternatively, complaints can be sent direct to the following: 

• Patient Relations Team
  North Yorks and York Primary Care Trust
  FREEPOST RSHB-UTRR-LZUA
  Harrogate
  HG2 8RE

       Telephone: 0800 0688000

The Health Service Ombudsman in England

The Parliamentary and Health Service Ombudsman website contains detailed information on raising a complaint about any aspect of the NHS in England. There is also a leaflet explaining the procedure of bringing a complaint to the ombudsman

Patient Responsibility

• We request that you arrive on time for your appointment. 
• Patients arriving more than 10 minutes late for appointments will not be seen and requested to re-arrange the appointment. 
• Whilst doctors and nurses will do their utmost to ensure patients do not have to wait too long, it is regretted that on occasions appointments may be delayed due to unforeseen circumstances. 
• Please advise the surgery as soon as practicably possible if you are unable to attend appointments. 
• Please inform the surgery if you move address or change phone numbers at the earliest opportunity. 
• Patients will be offered a health check on joining the practice and will have appropriate drugs and medicines prescribed. 
• Patients will be referred for a specialist or second opinion if they and the GP agree. 
• Patients have a right to view their medical records, subject to legislation and to know that those working for the NHS are under legal obligation to keep contents confidential. 
• Patients who have children are responsible for their behaviour and safety and must ensure they do not cause anxiety to other patients waiting to be seen.

Zero Tolerance

A zero tolerance policy towards violent, threatening, abusive or intimidating behaviour is now in place throughout the NHS. The staff in this practice have the right to work in an environment free from such behaviour and everything will be done to protect that right. If you do not respect the rights of our staff we may choose to inform the police and make arrangements for you to be removed from our medical list.