POLICIES

Working Together - We endeavour to treat all patients with courtesy and respect and we expect the same good manners from our patients. We will not tolerate any form of abuse, whether it is verbal or physical.  Patients using any threatening or violent behaviour will be removed from our list.

CONFIDENTIALITY

The practice is registered under The Data Protection Act.

All doctors, nurses and staff are bound by a strict duty of confidentiality.  Information may be shared with other healthcare professionals to provide you with the best informed care e.g. Midwife, District Nurse or Health Visitor.  However, no outside agency will be given any information from your records without your permission e.g. insurance companies or solicitors.  No information will be given to partners or relatives without consent.  You have the right to see your own records upon request, both hand-written or from the computer.  For audit purposes it is necessary to share anonymised data with Coventry Primary Care Trust (PCT). Ocassionally the PCT requires access to patient notes when we are inspected to make sure we are fulfilling our contract with them in Chronic Disease management. If you do not wish your notes to be accessed for this period please let us know.

DISCRIMINATION.

This practice does not discriminate on the grounds of race, gender, social class, age, religion, sexual orientation, appearance, disability or medical condition.

COMMENTS/COMPLAINTS/SUGGESTIONS

We endeavour to give you the best service possible at all times but there may be occasions when you wish to express dissatisfaction.  We offer an informal, in-house procedure to deal with your concerns.  The procedure does not deal with legal liability or compensation and does not affect your right to complain to Coventry Primary Care Trust or ICAS (Independent Complaints Advocacy Service 0845 5120 3748).

ICAS is an independent, impartial, non-judgmental and confidential service for anyone needing help or advice regarding a complaint about NHS treatment.  They collaborate closely with The Patient Advice & Liaison Service (PALS).

PALS provide confidential advice and support to patients, families and their carers.  It also gives assistance in resolving problems and concerns quickly.  Information about local health services is also available (024 7624 6002).

If you wish to make a complaint please contact the Practice Management by telephone or in writing.  An appointment to discuss the detail will be made within seven days.  You may bring a friend or relative with you to the meeting.  Please note that due to confidentiality protocol we need your written consent for a third party to complain on your behalf.

FREEDOM OF INFORMATION
Publications are available upon request stating our policies and procedures as required by the Freedom of Information Act 2000.