Freedom Of Information – Publication Scheme

The Freedom of Information Act 2000 obliges the practice to produce a Publication Scheme. A Publication Scheme is a guide to the ‘classes’ of information the practice intends to routinely make available. This scheme is available from reception.

Access To Information

The practice is registered under the Data Protection Act 1998. Confidentiality is taken very seriously. All employee contracts of employment contain a confidentiality clause and the practice has developed its own confidentiality policy. A confidentiality notice is displayed in the waiting room.

Access to information is treated on a ‘need to know’ basis and is controlled by the use of passwords. Personal medical information will not be released to anybody other than health professionals and staff involved in delivering patient care unless we have the signed written authority to do so by the patient.

Patients have the right to have access to their medical records in accordance with the Access to Health Records Act 1990. Prior written notice is required and there may be a charge. Details are available from the practice manager.

The practice operates a formal 'in-house' complaints procedure to comply with NHS requirements. Minor complaints or grumbles can usually be readily resolved. If you wish to make a formal complaint please obtain a copy of our complaints procedure leaflet from reception.

If you wish to make a comment or compliment us on the service, please write to the practice manager.

We have a comments and suggestions box located in the waiting area at St James.

Patients are strongly encouraged to take responsibility for their own health and well-being in partnership with the doctors and other care professionals at the practice.

Patients are requested to give the practice prior notice in the event of them being unable to keep an appointment. ‘Did not attend’ rates are monitored.

Compliance with medication is important but the practice would prefer to know if you stop taking your medicines. Patients can discuss this with the doctors or a member of staff.

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Zero Tolerance

In keeping with the NHS, this practice operates a zero tolerance policy with respect to the protection of its entire staff. This means that anyone who is violent or abusive in any way to the GPs, any member of staff or other patients, may be removed from the practice list with immediate effect and without a second chance. Extreme cases will be reported to the police. This policy is taken to include abusive telephone calls.

PALS (Patient Advice and Liaison Service)

The NHS employs over a million staff in thousands of locations. It is a large and complex organisation providing a broad range of services. It is not surprising that sometimes you or a loved one may feel bewildered or concerned when using the NHS. And this can be at times when you are feeling at your most vulnerable and anxious.

So, what should you do if you want on the spot help when using the health service? The NHS expects all members of staff to listen and respond to you to the best of their ability. But sometimes, you may wish to talk to someone employed especially to help you. The Patient Advice and Liaison Service, known as PALS, has been introduced to ensure that the NHS listens to patients, their relatives, carers and friends, and answers their questions and resolves their concerns as quickly as possible.

PALS also helps the NHS to improve services by listening to what matters to patients and their loved ones and making changes, when appropriate.

What does PALS do?

In particular, PALS will:

• Provide you with information about the NHS and help you with any other health-related enquiry
• Help resolve concerns or problems when you are using the NHS
• Provide information about the NHS complaints procedure and how to get independent help if you decide you may want to make a complaint
• Provide you with information and help introduce you to agencies and support groups outside the NHS
• Inform you about how you can get more involved in your own healthcare and the NHS locally
• Improve the NHS by listening to your concerns, suggestions and experiences and ensuring that people who design and manage services are aware of the issues you raise
• Provide an early warning system for NHS Trusts and monitoring bodies by identifying problems or gaps in services and reporting them.

Find out more
If you would like more information about PALS, the functions it is intended to provide and the standards it should strive to achieve , follow this link.