Electronic Health Records

We always try to provide the best services possible, but there may be times when you feel this has not happened. The following information explains our in-house complaints procedure, drawn up to respond to patient grievances. Our practice procedure is not able to deal with questions of legal liability or compensation.

We hope you will use it to allow us to look into and, if necessary, correct any problems that you have identified, or mistakes that have been made. If you use this procedure it will not affect your right to complain to the Primary Care Trust. Please note that we have to respect our duty of confidentially to patients and a patient’s consent will be necessary if a complaint is not made by the patient in person.

If you wish to make a complaint please telephone or write to our practice manager. Full details will be taken and a decision made on how to undertake the investigation. We believe it is important to deal with complaints swiftly, so you will be offered an appointment for a meeting to discuss the details within seven days. Occasionally it may take longer, but we will keep you informed throughout. You may bring a friend or relative with you to the meeting. We will try to address your concerns, provide you with an explanation and discuss any action that may be needed.

The Data Protection Act 1998, which came into force on 1st March 2000, allows you to find out what information about you is held on computer and in certain manual records. This is known as “right of subject access”. It applies to your health records. If you want to see them you should make a written request to the NHS organisations where you are being, or have been, treated. You are entitled to receive a copy but should note that a charge will usually be made.

You should also be aware that in certain circumstances your right to see some details in your health records may be limited in your own interest or for other reasons.

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 always try to provide the best services possible, but there may be times when you feel this has not happened. The following information explains our in-house complaints procedure, drawn up to respond to patient grievances. Our practice procedure is not able to deal with questions of legal liability or compensation.

We hope you will use it to allow us to look into and, if necessary, correct any problems that you have identified, or mistakes that have been made. If you use this procedure it will not affect your right to complain to the Primary Care Trust.

Please note that we have to respect our duty of confidentially to patients and a patient’s consent will be necessary if a complaint is not made by the patient in person. If you wish to make a complaint please telephone or write to our practice manager.

Full details will be taken and a decision made on how to undertake the investigation. We believe it is important to deal with complaints swiftly, so you will be offered an appointment for a meeting to discuss the details within seven days.

Occasionally it may take longer, but we will keep you informed throughout. You may bring a friend or relative with you to the meeting. We will try to address your concerns, provide you with an explanation and discuss any action that may be needed.

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.

PRACTICE CHARTER

At Ash Tree House we believe that successful medical care involves a partnership between patient and doctor. As GPs, we aim to provide up-to-date medical care, honest and realistic advice and a friendly and efficient service.

As patient, we hope you will use our service thoughtfully, respect our premises and take overall responsibility for our own health and that of your children.

Your rights:

• Confidentiality and courtesy from all the staff at Ash Tree House
• Access to your medical records
• Telephone calls answered promptly by a named receptionist
• An appointment the same day if you are acutely ill
• An explanation if you have to wait over 30 minutes
• Repeat prescriptions available within 48 hours
• A detailed booklet explaining our services
• Prompt investigation of any complaintYour responsibilities:
• To treat our staff with courtesy
• To be considerate to other patients in the building
• To respect our home visiting and out of hours emergency services
• To cancel appointments if you cannot attend
• To learn how to treat your own minor illnesses and to keep some basic household medicines in a safe place

TRAINING PRACTICE

We have been a training practice since 2005, taking Medical Students, Pre-Registration House Officers and GP Registrars. The practice is committed to training will all partners taking an active role in teaching. The two approved trainers are Dr Jon Brown and Dr Jacky Panesar. 

AUDIT, PATIENT SURVEYS AND RESEARCH

The practice is fully committed to achieving continuous improvement in the quality of our service provision. Your co-operation is greatly appreciated in completing questionnaires as it is only by receiving feedback that we can assess satisfaction with our service provision. Patient satisfaction surveys are commissioned annually to fulfil this process. Clinical audit feedback ensures that our services are meeting the needs of our population and demonstrating improvement in health.