Confidentiality

We respect your right to privacy and keep all your health information confidential and secure. It is important that the NHS keeps accurate and up-to-date records about your health and treatment so that those treating you can give you the best possible advice and care.

This information is only available to those involved in your care and you should never be asked for personal medical information by anyone not involved in your care. Non-clinical staff do have access to part of your records for chronic disease management and audit purposes.

You have the right to know what information we hold about you. If you would like to see your records, please call our practice manager at the surgery. Please let the surgery know if you change address or phone number. Contact details may save your life in an emergency. 

If you have a carer please let us know their name and contact telephone number

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

Our aim is to give you the highest possible standard of service and we try to deal swiftly with any problem that may occur. If you have any concerns about any aspect of our service, please let us know. Speak to whomever you feel most comfortable - your GP, our practice manager or our reception staff will be happy to help.

Sometimes it is easier to put your concerns it writing to clarify your thoughts, if this is the case, please direct this letter to our Practice Manager. In the majority of cases concerns can be resolved quite easily.

However, if you feel we have not dealt with the issues you have raised as you would have wished, you can write to the Complaints Manager at NHS Cumbria, 4 Wavell Drive, Rosehill, Carlisle, CA1 2SE. The telephone number for complaints is 0300 123 9006. The PCT operates a Patient Advice and Liaison Service (PALS) which can often help resolve any problems before they become formal complaints. To speak to the PALS officer for patient advice and also patient transport enquiries, please telephone 01539 797878.

Ombudsman Services

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.