Practice Charter

Confidentiality And Access To Medical Records

The practice is registered under the Data Protection Act 1998. We may be asked for information from insurance companies, solicitors, employers or prospective employers.

At the time of the request you must have provided your recent signed consent to this application for medical information. In all our details with outside agencies we are conscious of providing the minimum of information needed to identify the patient.

Problems

“I had to wait half an hour or more”

We never know what kind of problem is coming through the surgery door and some of our patients require a lot of time in order to deal with their problems effectively. It is not possible for us just to press a buzzer to say “Your 10 minutes are up, out you go”. The time, should you require it, will be given to you. Please be patient with other people's needs.

“He made me come to the surgery”

With modern transport, it is possible for most people to come to the surgery - even children with temperatures who we can arrange to see very soon after their arrival. A far greater number of patients can be given quick attention in this way. Not having a car is not a medical problem.

“I can never get through. They won’t answer the phone”

However many telephone lines we may have, however many receptionists, it seems there will never be enough for the busiest times of the week, particularly Monday and most mornings between 8.00 and 11.30am. We must stress that if the number is engaged, please do not give up. Just dial the number a few more times if needs be and you will slot in. If the matter is not urgent, you may be best to leave it until a little later in the day when the phone is not quite so busy.

“I had to pay”

Most services offered carry no charge as they come under the NHS. However, some do involve a fee, as set down by the British Medical Association and these include private medicals, HGV, pre-employment, fitness for sporting activities such as diving or go-kart racing, private certificates, private medical care forms, holiday cancellation, vaccination certificates and passports. Various other documentation, not covered under general medical services, is chargeable.

If Things Go Wrong

If you have any complaint or concern about the service that you have received from the doctors or staff working for this practice, you are entitled to ask for an explanation. We operate an informal, in-house complaints procedure to deal with your complaints.
This procedure does not deal with matters of legal liability or compensation.

In some cases the in-house procedure is not an appropriate form of investigation, in which case complaints will be referred to the appropriate authority.

This procedure does not affect your right to make a formal complaint to the Blackpool Primary Care Trust if you so wish. Nor does it affect your right to seek compensation in law.

Complaints should be made to our practice manager who will ensure that all complaints are investigated thoroughly and as speedily as possible. We aim to report back to you within two weeks although, in some cases, more time may be required.
Please note that the practice must ensure strict adherence to the rule of medical confidentiality. We cannot provide confidential information without appropriate authority if you are not the patient in question.

If you require help with the procedure please do not hesitate to contact Mrs Mather.

The complaint will then be investigated by someone in the practice. It is likely that, as a first step, the investigator will contact you directly to ensure that they fully understand your complaint. Appropriate members of staff will be interviewed. At the conclusion of the investigation your complaint will be discussed with you.