Service Quality and Safety Information Statement
Amanda Meehan is the Practice person responsible for creating systems from which she originates, manages, collates, analyses and evaluates all information:
- About the quality and safety of the care, treatment, support and regulatory compliance achieved by the Practice;
- Provided by external guidance and reviews issued by national organisations;
- About the risk(s) to people’s health, welfare and safety.
She then reviews this with the Practice Partners, who agree relevant changes which are subsequently implemented.
Amanda Meehan is responsible for ensuring that relevant and necessary audits are undertaken and completed by staff and the information is taken to the Partners, staff and if needed PPG in order to review service provision.
Fair Processing Notice
How we use your information
This privacy notice explains why we as a Practice collect information about our patients and how we use that information.
Village Practice manages patient information in accordance with existing laws and with guidance from organisations that govern the provision of healthcare in Wales such as the Department of Health and the General Medical Council.
We are committed to protecting your privacy and will only use information collected lawfully in accordance with:
- Data Protection Act 1998
- Human Rights Act 1998
- Common Law Duty of Confidentiality
- Health and Social Care Act 2012
- NHS Codes of Confidentiality and Information Security
As data controllers, GPs have fair processing responsibilities under the Data Protection Act 1998. In practice, this means ensuring that your personal confidential data (PCD) is handled clearly and transparently, and in a reasonably expected way.
The Health and Social Care Act 2012 changed the way that personal confidential data is processed, therefore it is important that our patients are aware of and understand these changes, and that you have an opportunity to object and know how to do so.
The health care professionals who provide you with care maintain records about your health and any NHS treatment or care you have received (e.g. NHS Hospital Trust, GP Surgery, Walk-in clinic, etc.). These records help to provide you with the best possible healthcare.
NHS health records may be processed electronically, on paper or a mixture of both; a combination of working practices and technology are used to ensure that your information is kept confidential and secure. Records held by this GP practice may include the following information:
- Details about you, such as address and next of kin
- Any contact the practice has had with you, including appointments (emergency or scheduled), clinic visits, etc.
- Notes and reports about your health
- Details about treatment and care received
- Results of investigations, such as laboratory tests, x-rays, etc.
- Relevant information from other health professionals, relatives or those who care for you
The practice collects and holds data for the sole purpose of providing healthcare services to our patients and we will ensure that the information is kept confidential. However, we can disclose personal information if:
- It is required by law
- You provide consent – either implicitly or for the sake of their own care, or explicitly for other purposes
- It is justified to be in the public interestSome of this information will be held centrally and used for statistical purposes. Where we hold data centrally, we take strict and secure measures to ensure that individual patients cannot be identified.Information may be used for clinical audit purposes to monitor the quality of service provided, and may be held centrally and used for statistical purposes. Where we do this we ensure that patient records cannot be identified.Sometimes your information may be requested to be used for clinical research purposes – the practice will always endeavour to gain your consent before releasing the information.Improvements in information technology are also making it possible for us to share data with other healthcare providers with the objective of providing you with better care.Patients can choose to withdraw their consent to their data being used in this way. When the practice is about to participate in any new data-sharing scheme we will make patients aware by displaying prominent notices in the surgery and on our website at least four weeks before the scheme is due to start. We will also explain clearly what you have to do to ‘opt-out’ of each new scheme.A patient can object to their personal information being shared with other health care providers but if this limits the treatment that you can receive then the doctor will explain this to you at the time.
Mobile TelephoneIf you provide us with your mobile phone number we may use this to send you reminders about any appointments or other health screening information being carried out.
Confidentiality/Data Protection Act
Please note we are registered with the Information Commissioners Office - click below for registration details.
Confidentiality of your medical records is important to us. Your records will only be seen and shared by professionals who are involved in your care. We do not share your personal information with third parties without your explicit consent; this also includes relatives (and parents).
Confidentiality will be breached only in exceptional circumstances such as concerns about an individual's welfare or risk to others.
Freedom of Information
The ICO has published a new Model Publication Scheme that all public authorities are required to adopt by 1st January 2009.
Model Publication Scheme - further information
Sharing your experience on iWantGreatCare ensures that your opinion counts, is heard by those that care for you, and can help the next patient find great care. Whether you wish to say a public thank you for truly great care, or highlight things that could have been done better, iWantGreatCare is the place to do it if you want to make a difference.Please follow link below.
You can also give us feedback via NHS Choices website. Please note the comments are public.
Comments and Complaints Policy
Complaints Booklet for Patients
At The Village Practice, we want to make sure that anyone using our service has a first class experience of us and that they are treated in a caring manner and with dignity and respect. We will always be prepared to listen to what you have to say and you can be assured that we will also be open and honest about any service failures. You can be assured we will always offer remedies to prevent problems recurring and will let you know what they are.
We promise to make sure your comments and complaints remain confidential, if that’s what you would like and we will make sure that we investigate fully and fairly any complaints or concerns you have, We will also ensure that where possible, our investigations are conducted by someone not directly involved in the complaint and that all investigations are transparent and methodical and we will focus on learning from our mistakes to improve the service you receive
Informing us of comments or complaints.
We encourage any comments both positive and negative and we have a number of ways to let us know.
- Friends and Family Test – This is available on our website under ‘Have your say’ or in the waiting room.
- Comments box located in reception or using the online link on our website.
- NHS Choices – Search for the Village Practice and you can leave a review.
The designated lead for complaints in the Practice is Amanda Meehan Practice Manager. You can contact her to discuss any issues you have by e mail directly to her email@example.com or by post to the Practice or by phone 020 7700 6464. Please ensure if you send any letter by post that it is addressed as ‘Private & Confidential’.
If you wish your details to be kept anonymous from other members of staff please let us know when you contact us.
Complaints must be received within 12 months of the incident which caused the problem or within 12 months from the date which the event that is the subject of the complaint came to light to ensure we can investigate thoroughly and get all the facts.
If you would prefer, you can come and talk to us in person. Please call first to ensure you can be seen quickly.
What happens Next.
Your complaint will be acknowledged within 3 working days.
We will look into your complaint to find out:
- Make it possible for you to discuss the problem with those concerned, if you would like this.
- Make sure you receive an apology, where appropriate
- Identify what we can do to ensure that the problem does not happen again.
- At the end of the investigation your complaint will be discussed with you in person or in writing. A full reply will be sent as soon as possible that will include any improvements we have made to the service following your complaint. This will depend on the complexity of the complaint and whether other agencies are involved. You will be kept up to date regarding the progress.
- If you are still not happy you can contact the practice and another member of Senior staff will review the complaint to see if there is anything that has been missed.
HELP WITH MAKING YOUR COMPLAINT
Please ask the Practice Manager Amanda Meehan who will be happy to help. However if you feel unable to ask her then please contact
The NHS Complaints Advocacy Service at:
firstname.lastname@example.org or telephone 0300 330 5454, Fax 0330 088 3762, Text phone 0786 002 2939
If you feel you cannot contact the practice directly
You can send details of your complaint to NHS England
PO Box 16738
Redditch B97 9PT
Tel 0300 311 22 33
If you are still not satisfied
If you are still not satisfied with the handling or response to your complaint you have the right to ask the Health Service Ombudsman to investigate the complaint on your behalf. Please see the details below from their website:
Contact details for the Parliamentary and Health Service Ombudsman
If you need to make a complaint about a UK government department, or one of its agencies or the NHS in England
Tel: 0345 015 4033
Problems with your hearing or speech?
You can contact us from a textphone (minicom) on 0300 061 4298. (Calls to these numbers cost the same as a call to a UK landline.) You can also call us on Text Relay.
If you have any special requirements for us to communicate with you, please let us know and we will make adjustments if we can. For example, we can use simple language or communicate using a signed video.
The Helpline is open 8:30am to 5:30pm, Monday to Friday.
Help in other languages
We strive to make our service as accessible as possible to everyone. If English is not your first language and you would prefer to speak to us in your own language, please let us know. We can get an interpreter on the telephone almost instantly. Just get in touch with us and tell us which language you speak.
Request a call back
If you would like us to call you back, please text 'call back' with your name and your mobile number to 07624 813 005. The text will be charged at your standard text rate. Standard text rates are set by your mobile network operator and charges may vary. Please check with your operator if you are unsure of the cost of this text. We will acknowledge your text at no cost to you and call you back within one working day during our office hours, again at no cost to you.
We'll keep in touch with you in whichever way works best for you. However, we do need to make you aware that with email there is always a small risk of messages being intercepted. If email is your preferred way for us to contact you, please let us know. As a precaution, and for added peace of mind, we will password protect any sensitive documents we send you.
0300 061 4000
If you wish to make a Freedom of Information request please email email@example.com.
All email communications with PHSO pass through the Government Secure Intranet (GSI), and may be automatically logged, monitored and/or recorded for legal purposes.
Write to us
The Parliamentary and Health Service Ombudsman
Complaining on behalf of someone else
Please note that we observe the rules of medical confidentiality. If you are complaining on behalf of someone else, we must know that you have his or her permission to do so. A letter signed by the person concerned will be needed.