Access to Patient Information

Our Practice GP’s, Nursing Staff and Administration staff have access to both your written and computerised medical records, they are all governed by the same professional codes of confidentiality and will not disclose information without your consent.

We will normally share some information with other health professionals involved in your health care, these could include, doctors, nurses, therapists, pharmacists and technicians involved in your investigation or treatment. These professionals may work for a variety of organisations including local community NHS trusts, the PCT, social services or private hospitals.

Law courts can also require GPs to disclose medical records to them. We are also often asked for reports from solicitors, these will always be accompanied by the patient’s written consent for us to disclose information.

We are required by law to allow you access to your computer and written medical records. All such requests must be made in writing. We are allowed to charge a small fee to cover our administration and photocopying charges.

Suggestions, Problems and Complaints

We care about what you think and are happy to receive your views on the service that we provide. Your comments will be totally confidential and there is no need to give your name and address unless you would like a response.

The practice operates an in-house complaints procedure and welcomes the opportunity to deal with any concerns or complaints you may have about the service we provide.

In the first instance, please contact the practice manager by letter so your complaint can be investigated and dealt with quickly. It is our policy to give a full explanation and advise you of the outcome.

If we are unable to resolve the problems, you may wish to contact:-

Sheffield PCT
Tel: 3051093
Tel: 3051094

The Independent Complaints Advocacy Services - 0845 120 3734

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The Health Service Ombudsman

The Health Service Ombudsman has published a booklet that describes the ‘six principles for remedy’ in relation to complaints handling and involves:

1. Getting it right
2. Being customer focused
3. Being open and accountable
4. Acting fairly and proportionately
5. Putting things right
6. Seeking continuous improvements

If you remain unhappy after everything has been done to try to resolve your concern or complaint you have the right to approach the Ombudsman.
Tel: 0345 015 4033
Email: phso.enquiries@ombudsman.org.uk
Write: Millbank Tower, Millbank, London SW1P 4QP.

Patients have responsibilities to:

• Keep your appointment. If you are unable to attend, please let us know as soon as possible.
• Make more than one appointment if more than one patient needs to be seen, when you come in to surgery. 
• Request out of hours home visits for EMERGENCIES only and routine home visits for those that are TOO ILL to come to surgery.
• Be patient with the receptionists. They are doing their best and are only following the doctors instructions.

Look after your own health. Exercise regularly and watch your diet. Ask the doctors or practice nurses for advice.

Our promise to you 

• You will be treated in a friendly and courteous manner by all staff.
• You can expect confidentiality of your records to be maintained at all times.
• The doctors aim to see patients within 30 minutes of their scheduled appointment. You will be informed of any delays.
• You can expect to be given an urgent appointment with an unspecified doctor within 24 hours of a request. You should be able to see a doctor for a routine appointment within 48 hours.
• All children are offered immunisation and annual health checks are available for those over 75 years. Cervical smears are recommended every 3 years, with a reminder sent out to eligible women.
• We will provide training for our staff to improve our services to you.