Comments & Complaints

If you have any suggestions for improvement of our services to you, there is a suggestion box situated in the main entrance lobby. If you have a complaint which you feel cannot be dealt with at that time, please ask at reception for a complaint form or write to the practice manager. We will attempt to resolve any complaints swiftly and take appropriate action.

Violent and Abusive Behaviour

This is a zero tolerance practice and the GPs and staff do not have to put up with violent/abusive behaviour, the police will be called if necessary and you will be removed from the practice list.

Your Information: What You Need To Know

Why information is collected about you and the ways in which this may be used by your local NHS organisations.
We are registered and guided by The Data Protection Act 1998.
The GPs here, and other healthcare professionals caring for you keep records about your health and any treatment and care you receive from the NHS. These help ensure that you receive the best possible care from us. They may be written down (manual records), or held on computer.

Your records are used to guide and administer the care you receive to ensure:
• Your doctor, nurse or any other healthcare professionals involved in your care have accurate and up-to-date information to assess your health and decide what care you need.
• Full information is available should you see another doctor or be referred to a specialist of another part of the NHS.
• There is a good basis for assessing the type of quality care you have received.
• Your concerns can be properly investigated if you need to complain.

Your information may also be used to help us:
• Look after the health of the general public
• Pay your GP, dentist and hospital for the care they provide
• Investigate complaints, legal claims or untoward incidents
• Make sure our services can meet patient needs in the future
Everyone working for the NHS has a legal duty to keep information about you confidential.
We will not disclose your information to third parties without your permission unless there are exceptional circumstances, such as when the health or safety of others is at risk or where the law requires information to be passed on.

Anyone who receives information from us is also under a legal duty to keep it confidential.
We are required by law to report certain information to the appropriate authorities. This is only provided after formal permission has been given by a qualified health professional.

Occasions when we must pass on information include:
• Notification of new births
• Where we encounter infectious diseases which may endanger the safety of others, such as meningitis or measles (but not HIV/Aids)
• Where a formal court order has been issued
Our guiding principle is that we are holding records in strict confidence.
You may be receiving care from other people as well as the NHS (like social services).
We may need to share information about you so we can all work together for your benefit. We will only ever use or pass on information about you if others involved in your care have a genuine need for it.

The principal partner NHS organisations, with whom information may be shared:
• NHS Trusts
• Primary Care Trusts
• General Practitioners (GPs)
• Ambulance Services

Your information may also, subject to strict agreements describing how it will be used, be shared with:
• Social Services
• Education Services
• Local Authorities
• Voluntary Sector Providers
• Private Sector Providers

Your local Primary Care Trust is based at: Prestamex House, 171-173 Preston Road, Brighton, BN1 6AG. Tel: 01273 295490

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