Confidentiality

What you tell us

When you visit the surgery we want you to feel able to discuss anything with your doctor that might relate to your health.  This may include sexual matters, relationships, drugs, drinking, your mental health and your job, therefore you need to feel that anything you inform us of will remain absolutely confidential.  We take great care to ensure that no information you give us is passed on either inadvertently or through the deception of others. 

The General Medical Council, whose rules on confidentiality apply to all doctors in the UK, enforces our duty of confidentiality to all patients.  The Practice is also registered under the Data Protection Act 1998. 

Computer security 

All persons who can access your record on computer have an individual unique password.  Different grades of staff have different levels of access.  Staff only have access to those parts of the computer record that they need to do their job.  An audit trail of who has used the computer is kept within the computer system, with every login recorded and identified by the user’s password.  All computers are anti-virus software loaded that is regularly updated to protect your medical record. 

Members of your family 

If you become ill it is understandable that your partner, your family or your carer will be concerned about you and may want to talk to the doctors. The doctor however cannot talk to them without your written consent. It may be easier to bring them with you when you come to see the doctor, if you are happy with them being present during your consultation. 

Young people under 16 

You have the right to confidentiality, as detailed previously, and a doctor will not disclose to parents or guardians information divulged during the consultation without your consent. 

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.

You can address your complaint to the Practice Manager –Christine Ladbrook.We will acknowledge your complaint within three working days and hope to investigate, take any appropriate action and report back to you within ten working days. 

We hope that the majority of problems can be resolved with this procedure at a local level and would recommend this process as an initial step. However, if you are unsatisfied after this procedure, or would prefer from the outset, you can send a complaint to Carol Pearson at the Primary Care Trust 01392 205205 or to Liz Hankin of the Patients Advise Liaison Service at Ottery ST Mary Hospital 01404 816000

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 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.

Access to medical records

You have the right to see your own medical record, both handwritten and computerized record. You should either apply in writing to your GP or the Practice Manager who will arrange an appointment or discuss the access requirements with you.

Please note there may be a charge for accessing your record and any subsequent copying of the contents that you may request.

The only time information contained in your medical record may by withheld is where there is a risk it could cause physical or mental harm to either yourself or a third party or it relates to a third party who has not given permission for disclosure.

The Practice will ensure that:-