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Practice Policies

Confidentialitybluefolder

We provide a confidential service to ALL our patients, including under 16s.

This means that YOU can tell others about visiting the surgery but we won’t.

Young people under 16 can make at least one appointment for themselves without their parent’s or carer’s consent. At this first appointment the doctor will need to make sure that the young person can fully understand any advice or treatment plan.

The practice complies with Data Protection and Access to Medical Records legislation. Identifiable information about you will be shared with others in the following circumstances:

  • To provide further medical treatment for you e.g. from district nurses and hospital services.
  • To help you get other services e.g. from the social work department. This requires your consent.
  • When we have a duty to others e.g. in child protection cases Anonymised patient information will also be used at local and national level to help the Health Board and Government plan services e.g. for diabetic care.

If you do not wish anonymous information about you to be used in such a way, please let us know.

Reception and administration staff require access to your medical records in order to do their jobs. These members of staff are bound by the same rules of confidentiality as the medical staff.

Complaints

We strive to offer you the best possible service & the best clinical care; however, there may be occasions when you feel we could do better or when you wish to make a complaint.

In the first instance you may speak to our practice management team, or write to them at the surgery.

We will acknowledge your complaint, in writing, within 3 working days. This may not be with a solution, but it will be an acknowledgement of the problem and will give you an idea of what will be done about your concerns.

Patients wishing to complain may choose to make their complaint orally, in writing or electronically to the Berkshire West Clinical Commissioning Grouprather than the practice. You may therefore contact:-

Berkshire West Federation of CCGs - 57-59 Bath Road , Reading RG30 2BA

If patients are not satisfied with the way a local NHS body or practice has dealt with their complaint they can ask the Health Service Ombudsman to look into it -

The Parliamentary and Health Service Ombudsman

Millbank Tower

Millbank

London

SW1P 4QP

Complaints Helpline 0345 015 4033 /Fax 0300 061 4000

The Helpline is open 8:30am to 5:30pm Monday to Friday.

Or email phso.enquiries@ombudsman.org.uk

Infection Control Statement

Please see attached

Infection Control Annual Statement

 



 
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