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:

The practice is contracted to:

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.