Chaperones: If you would like a chaperone present during your consultation or If you would prefer to be examined by a health professional of the same gender as yourself, please let us know and we will do our best to comply with your wishes.
Violent Patient Scheme: The Violent Patient Scheme [VPS] was introduced in 2004, with the aim of providing a secure environment in which patients who have been violent or aggressive in their GP practice can receive general medical services. The VPS is a Directed Enhanced Service to provide general medical services to patients who meet the criteria for inclusion into the scheme and cannot be used for any other circumstance.
Confidentiality: Everyone working in the NHS has a legal and professional duty to ensure that all your information is safely and securely protected and kept confidential. The sharing of some of your information is strictly controlled. We will not pass on this information about you to third parties without your permission unless there are exceptional circumstances, eg we are required to by law. In all cases, where personal information is shared, either with or without your consent, a specific record will be kept. We also adhere to the Caldicott Regulations to ensure information is accessed and held securely and appropriately.
To provide a safe, professional and efficient service, we need to keep information on record. Your personal details will be handled with sensitivity and confidentiality. If you think any information we hold about you is not accurate, please let us know.
Complaints, comments and suggestions: It is our am to provide you with the best service and care possible. However, we appreciate that there may be times when the service has not met your expectations. We routinely log all concerns raised and have a robust system to investigate, review and take actions from any lessons to be learnt in order that we can improve the quality of the service we provide.
We encourage patients to give us feedback. You can leave live feedback each time you visit us by completing a Patient Survey / Friends and Family Test before you leave.
If you are unhappy with our service, most problems can be sorted out quickly and easily, often at the time they arise with the person concerned. You can also ask to speak to a member of the management team, which will often help to resolve your concerns straight away. Where you are not able to resolve your complaint in this way and wish to make a formal complaint you should do so, in writing to the Practice Manager, as soon as possible after the event.
Our leaflet Complaints, concerns and feedback outlines the processes involved.
Access to your medical records: The Data Protection Act allows you to find out what information about you is held on computer and in certain paper records. This is known as a ‘right of subject access’. If you would like to see your records you can make a written request to us [which must include your authorising signature]. You are entitled to receive a copy of your records and do not have to give a reason for the request however, there may be a charge. Consent will be required when requesting information relating to someone else. You can write to us if you have any privacy concerns or if you wish to update your personal information.
Written requests should be addressed to: The Governance Manager, Access Health Care, PO Box 524, Exeter EX1 9EE. You can also email your request to: firstname.lastname@example.org.