Confidentiality

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.
• GP2GP transfer of electronic records, when you register with the practice your records will be requested electronically from your existing practice, we also transfer records electronically should you re-register elsewhere. 

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.

Suggestions & Complaints

We make every effort to give the best service possible to everyone who attends our practice.

However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.

We are continually striving to improve our service. Any helpful suggestions would be much appreciated and the Suggestion/Prescription Box is located in reception.

You can make a complaint about any NHS treatment or service you have received or are receiving from the practice. The NHS Complaints Procedure does not apply to complaints about private treatment, services provided by Social Services or any events that are the subject of legal action.

To pursue a complaint please contact the practice manager and she will deal with your concerns appropriately, alternatively staff in the surgery can also provide you with information about making a complaint and provide a complaint form.

The complaint will then be investigated and a response sent to you. This is the first stage of the NHS Complaints Procedure and is known as local resolution. If you would prefer not to make your complaint directly to the practice, or would like independant help and advice, you can contact  PALS  directly by:FREEPHONE:  0800 279 2535   from 9am - 5pm Monday-Friday

or in writing to:
Heron Court,
Ida Darwin,
Fulbourn,
Cambridge,
CB21 5EE

or by email
pals@cambridgeshire.nhs.uk

What Happen's next?

The person you talk to or write to will try to find out what has happened and take any action that is necessary. They may need to talk to other staff, but they will be careful to ensure that any information about you is kept confidential. Your complaint will not be recorded in your medical notes.

If your complaint is made in writing, it should be acknowledged within two working days. Please put your telephone number on the letter if you are happy for us to contact you this way. This may help us to respond more quickly. We will aim to send you a full response within 10 days. If it is going to take longer to reply, we will advise you of any delay and agree a revised timescale with you.

Violence Statement

The practice considers aggressive behaviour to be any personal, abusive and/or aggressive comments, cursing and/or swearing, physical contact and/or aggressive gestures.

The practice will request the removal of any patient from the practice list who is aggressive or abusive towards a doctor, member of staff, other patient, or who damages property.

All instances of actual physical abuse on any doctor or member of staff, by a patient or their relatives will be reported to the police as an assault.

Patient Responsibilities

Please tell us as soon as possible if you cannot keep an appointment so we can offer it to another patient.

During your consultation the clinician will make inquires and undertake examinations as appear to be appropriate in the circumstances.

Over 75’s may request a home consultation if they have not had a consultation in the previous 12 months and in the GP’s opinion their medical condition prevents attendance at the Practice.

We have the right to request any violent or abusive patients to leave the premises immediately. Any such instances will be reported to Cambridge City PCT / Police.