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 by 1st January 2009.

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 manager 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.

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.

Open Access Clinics in the mornings at Crystal Peaks MC

We are always looking for ways to improve access and have tried a number of initiatives over the past few years. From your survey responses and feedback, it is still the case that the main problem is getting through on the ‘phones for book on-the day appointments.

Having attended a regional workshop on Access, we were encouraged by the experiences of practices that moved from a system of a mix of “book on the day” and “book in advance” (as we have presently), to having an element of “open access”, or “drop in” surgeries.

To this end, from 15^th May 2010, we will move to a new system, for what will initially be a trial period of 6 months.

The new system is as follows:

Rules for Open Access

1. Patients must present in person before 11:30 at the Reception desk and ideally before 11am

2. Patients cannot choose which Dr they wish to see, as they will be seen strictly on a 1^st come, 1^st served basis, unless there are pressing clinical reasons making them a priority, in the opinion of the medical staff, or if a Dr of a particular sex is requested (and available) for examinations of an intimate nature

3. Patients must remain within the building, as if they are not present when called, they will miss their turn and may forfeit their right to be seen that session. For example, you cannot “book in” for open access at 08:30, go away then come along at 10:30 hoping to be the first patient seen. If you choose to present before the start of open access (10:30am), the earliest you may do so is 10am, as otherwise the waiting area will become too crowded.

4. Please be respectful to others and do not bring a “list” of problems to these consultations, as they are not intended for dealing with a long-standing or complex problem, which is better dealt with through a “book in advance” appointment.  You may be asked to book an advance appointment if the problem is not urgent and needs more time. Remember you may ask to book a double “book in advance” appointment if you have several problems you wish to discuss. This will allow the Dr to do their best to help you without inconveniencing others by making them wait longer.