Boothstown Medical Centre239 Mosley Common RoadWorsley Manchester, M28 1BZTel: 01942 483828
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:
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.
A copy of the Data Protection Policy can be obtained from the Practice either by face to face, telephone or e-mailing email@example.com
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
In accordance to the Data Protection Act 1998 and Access to Health Records Act, patients may see their medical records. Such requests should be made through the practice manager and may incur an administration charge. No information will be released without the patient consent unless we are legally abliged to do so.
We are always pleased to receive suggestions for improving our services and we like getting compliments as well. We welcome any feedback you can give us - good or bad - about any aspect of your contact with the surgery. We need to know if we are not providing you with a good service. We also like to know when we are getting things right.
We hope you will never have cause for serious complaint but if you do, we have a complaints procedure aimed at a quick resolution of problems. Please initially either speak directly to the GP or Practice Manager, or write to DOROTHY CASEY the Practice Manager.
The doctors and staff at Boothstown Medical Centre strive to deliver high quality patient care at all times and in all areas of contact with the patient or patient’s representative.
In order to attain and maintain high standards of care, feedback is needed from those to whom the care is delivered, one mechanism is the complaints procedure.
How to Complain
As a patient, you have a right to complain about any aspect of the service with which you are less than satisfied, and the Practice has produced this Complaints Procedure to assist you through this.
Before you make your complaint, make a note of the relevant events, dates, times, names and conversations, and include all necessary details. Processing a complaint can take a while, and you might be asked to verify some information at a later stage.
If you complain in writing, keep a copy of everything you post, and make a note of when you sent it.
2. Complaints should normally be made within 12 months of the date of the event that you're complaining about, or as soon as the matter first came to your attention, although the time limit can sometimes be extended (so long as it's still possible to investigate the complaint). An extension might be possible, such as in situations where it would have been difficult for you to complain earlier, for example, when you were grieving or undergoing trauma.
a) The Patient Advisory Liaison Service (PALS) are available to offer confidential advice, support and information on health-related matters to patients, their families and their carers. They can be contacted on:
Jacqui Sellek 01925 664014
Katherine Earlam 01925 664450
Or via the switchboard on 0800 0150972.
You can also write to the Pals Office at the following address:
PALS, 5 Boroughs Partnership NHS Trust, Hollins Park House. Winwick. Warrington. WA2 8WA.
b) The Indendependent Complaints Advocacy Service (ICAS).
Telephone: 0808 803 3000
This is a national service that supports people who wish to make a complaint about their NHS care or treatment
c) Your local Citizens Advice Bureau. You can find your local CAB on their website. Wigan Citizens Advice Bureau: 0844 826 9713
If you do not wish to raise the complaint locally or you have tried without success, you can complain directly to NHS England. NHS England organises health services nationally.
NHS England can be contacted by:
Telephone: 0300 311 22 33 (8am to 6pm Monday to Friday, excluding Bank Holidays.
Post: NHS England, PO Box 16738, Redditch, B97 9PT
Email: firstname.lastname@example.org. Please write ‘For the attention of the Complaints Manager’ in the subject line.
(a) If your complaint is written, you will receive an acknowledgement within two working days from receipt.
(b) If your complaint is verbal, you will receive written acknowledgment within two working days, with a factual statement of what is perceived to be the complaint.
It is sincerely hoped that any complaint you have about the Practice can be dealt with by those responsible for ensuring patient care and delivery of services within the Practice, but there are times when you may feel this is inappropriate, or you may not be happy with the results of the complaints procedure. You have the right, therefore to request an independent review of your complaint by:
The Independent Complaints Advocacy Service (ICAS), an independent, free and confidential service, that offers support to patients in raising complaints against the NHS
By the Parliamentary & Health Service Ombudsman Millbank Tower, Millbank, London SW1P 4QP. Telephone: 0345 015 4033. Website: www.ombudsman.org.uk. Email: OHSC.Enquiries@ombudsman.gsi.gov.uk
If you wish to make a formal complaint you can contact NHS England:
Should you wish to discuss any part of this document with the Practice Manager, please ask the Receptionist or your doctor to arrange this for you.
If you make a complaint this will not affect your treatment or care in any way.
Reviewed March 2016
Review due March 2017
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.
In particular, PALS will:
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.
We aim to treat our patients courteously at all times and expect our patients to treat our staff in a similarly respectful way. We take seriously any threatening, abusive or violent behaviour against our staff or patients.
If a patient is violent or abusive they will be warned to stop their behaviour, if they persist we may exercise our right to take action to have them removed, immediately if necessary, from our patient list
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