Practice Charter
Complaints
You are entitled to make a comment or complaint about the service offered by this practice. This can be done
by speaking, writing to or telephoning the practice manager. You can also speak to your GP or any
member of staff.
The practice will deal with your concern in person or by writing to you within two working
days of receiving it.
If you wish to make a complaint on behalf of a relative you will need to seek their
agreement. To keep matters confidential, this will be required in writing.
The practice will look into your complaint and let you know what they find. They will also tell you what
action they are going to take.
You will be told of these decisions within two weeks of making the complaint. If for any reason
the investigation has taken longer, the practice will keep you up to date on the action they are
taking.
If you need help or may not be satisfied with the way the practice had handled your complaint, or their
reply, you may refer your complaint to the Barnsley Primary Care Trust or Patient Advice Liaison Service.
They can be contacted at:
Barnsley PCT
49-51 Hillder House
Gawber Road,
Barnsley |
PALS
Barnsley District General Hospital
Gawber Road,
Barnsley |
The practice is contracted to:
Barnsley Primary Care Trust
Kendray Hospital,
Doncaster Road,
Barnsley
Tel: 01226 730000
www.barnsley.nhs.uk |
Suggestions
Any written comments or suggestions to improve the service we provide will be welcome. If you prefer you
may discuss your suggestions with the practice manager.
Confidentiality
All staff at the White Rose Medical Practice are bound by the same rules of confidentiality as the doctors and nurses.
Access To Information
The practice stores information on computer to prepare prescriptions, arrange appointments and
recall data such as cervical smears etc.
Under the Data Protection Act 1998 we are obliged to keep your data confidential. Test results will
only be given to the patient, unless prior written authorisation has been given to disclose to a third
party. Staff are required to treat your information in the strictest confidence. Failure to do so can
result in dismissal.
Information Governance contains the set of standards that the NHS (White Rose Medical Practice) must follow to make sure that we carry out our duty to maintain full and accurate records of the care provided and keep those records confidential and secure.
We have a commitment to only use your records in ways that respect your rights and promote your health and wellbeing.
Patients have the right to view their medical records provided that they put this in writing. An appointment will then be made for the patient and the GP/ nurse practitioner to view the notes together. Patients can have a copy of their medical records but there is a charge for this.
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