Compliments, Comments, Concerns, Complaints or Suggestions

The Practice Manager, Sandy Pearson is responsible for the day to day running of the practice. She will be pleased to help you with any questions you may have concerning administration or non clinical aspects of your healthcare. The Practice Manager is the person to speak to should you have any compliments, concerns, comments, complaints or suggestions for the improvement of the practice and can be contacted at the surgery. You can also send your suggestions via e-mail which you can find on the contact us page.

A complaints leaflet is available at reception.

Confidentiality

Please be assured that strict confidentiality binds all members of the Practice team and they may only access information in order to carry out their job. You can be sure anything you discuss with any member of the practice – doctor, nurse or receptionist – will stay confidential. Even if you are under 16 nothing will be said to anyone – including parents, other family members, employers, care workers or tutors – without your permission.

The only reason why we might have to consider passing on confidential information without your permission, would be to protect you or someone else from harm. We would always try to discuss this with you first. If you are being treated elsewhere for example at hospital or a clinic it is best if you allow the doctor or nurse there to inform the practice of any treatment you are receiving.

---

Access to your medical records

The practice is registered under the Data Protection Act of 1998. Uses of your records – Your records are used by all members of the Primary Health Care Team, whilst they are providing care to you. Appropriate details are also passed to any other clinician that is providing you with care, i.e. hospital consultants.

Your records may also be used for audit in order to maintain the standard of care that we provide. This is performed either at Primary Care Trust or Practice level and the data is always anonymised.

Certain information is routinely passed to the Primary Care Trust such as childhood vaccination data and smear data. This enables them to undertake effective recall and follow up programmes. If you wish to view your records held by the practice or wish to dissent from your anonymised date being used for audit purposes please contact the Practice Manager for further information.  

---

Freedom of Information Act 2000

The Freedom of Information {FOI} Act 2000 requires all public service providers to make available to the public information about the services provided, how they are organised and run, how much they cost and how decisions are made. The Dalton Square Practice information is available by request from the Practice Manager.  

Violent or Abusive Behaviour

We operate within the NHS "Zero Tolerance Policy. "Violent or abusive behaviour towards doctors, nurses or any member of staff either on the practice premises or in a place where treatment is provided is not acceptable and will not be tolerated. All incidents will be reported to the Primary Care Trust and all physical violence will be reported to the police immediately. In some cases immediate removal from the Practice list will be considered.