Policies

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.

Comments and 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, Sue Graham. 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 Health Service Ombudsman ( see Ombudsman Services below)

You may also approach the 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 at Westmorland General Hospital please telephone 01539 795497. For advice at Cumberland Infirmary, Carlisle please telephone PALS on 01228 814008.
Ombudsman Services

The Parliamentary and Health Service Ombudsman website contains detailed information on raising a complaint about any aspect of the NHS in England.

NHS Complaints Advocacy Service

The NHS Complaints Advocacy Service is a free independent service that can help you make a complaint about the National Health Service. You can contact them:

Helpline telephone 0300 330 5454

Text phone 07860022939

www. nhscomplaintsadvocacy.org

How to raise concerns about a GP practice