Greenwood and Sneinton Medical Centre

Complaints Procedure And Suggestions For Improvements

Should you have a complaint or wish to suggest an improvement in our services, please write to our practice manager.

You can also contact ICAS for information and advice or request a Complaints Self-Help Pack, or contact PALS (Patient Advice and Liaison Service), an advice service specifically for the NHS.

The contact details for both agencies are as follows:

EAST MIDLANDS ICAS (Independent Complaints Advocacy Service)
PO BOX 8519
Nottingham
NG8 9AB

Telephone: 0845 650 0088

PALS, NHS Nottingham City
Standard Court
Park Row
Nottingha
NG1 6GN

Telephone: 0115 912 3320
Fax: 0115 912 3300
E-Mail: PALS@nottinghamcity-pct.nhs.uk
Or visit the website at: www.nottinghamcity-pct.nhs.uk/-have-your-say-/pals


The practice carries out a patient satisfaction survey annually.
Please request a questionnaire.

Data Protection

CONFIDENTIALITY OF PATIENT RECORDS

We ask you for information so that you can receive proper care and treatment.

We keep this information, together with details of your care, because it may be needed if we see you again.

We may use some of this information for other reasons: for example to help us protect the health of the public generally and to see that the NHS runs efficiently, plans for the future, trains its staff, pays its bills and can account for its actions. Information may also be needed to help educate tomorrow’s clinical staff and to carry out medical and other health research for the benefit of everyone.

Sometimes the law requires us to pass on information: for example, to notify a birth.
The NHS Central Register for England and Wales contains basic personal details of all patients registered with a general practitioner.
The Register does not contain clinical information.

You have a right of access to your health records.

EVERYONE WORKING FOR THE NHS HAS A LEGAL DUTY TO KEEP INFORMATION ABOUT YOU CONFIDENTIAL.

You may be receiving care from other people as well as the NHS. So that we can all work together for your benefit we may need to share some information about you.
We only ever use or pass on information about you if people have a genuine need for it and it is in your and everyone’s interests. Whenever we can we shall remove details which identify you. The sharing of some types of very sensitive personal information is strictly controlled by law.

Patients have the right to authorise or refuse the right of disclosure of information to third parties.

Anyone who receives information from us is under a legal duty to keep it confidential.

FREEDOM OF INFORMATION - PUBLICATION SCHEME

The Freedom of Information Act 2000 obliges the practice to produce a Publication Scheme.

A Publication Scheme is a guide to the 'classes' if information the practice intends to routinely make available.

This scheme is available from reception.

PRIMARY MEDICAL SERVICES

Details of primary medical services may be obtained from:

NHS Nottingham City
1 Standard Court
Park Row
Nottingham
NG1 6GN

Telephone (0115) 845 4545

OUR RESPONSIBILITIES TO YOU

• You will be treated as an individual. You will be given courtesy and respect.
• We will try to ensure that you are seen on time. If there is going to be a delay, an explanation will be given to you.
• It may be necessary at times for our team to ask you some straightforward questions. This information will remain confidential.
• You have the right at any time to leave and register with another practice.
• You have the right to see your health record for entries after April 1994.
• Every endeavour will be made for you to see the doctor or nurse of your choice.

YOUR RESPONSIBILITIES TO US

• You will treat the doctors, nurses and practice staff with courtesy and respect.
• You will notify us of any change in address or telephone number.
• You will keep appointments that have been made and let us know as soon as possible if you cannot attend.
• Please do not ask for a home visit unless the patient cannot be brought to the surgery.
• Please do not call out-of-hours unless it is an emergency and cannot wait until the practice re-opens.

We, the practice, have the right to remove patients from our list at any time, for example, if the doctor/patient relationship has broken down or the patient constantly does not attend for booked appointments.

We will NOT tolerate violent or mentally/physically abusive behaviour to any of the practice staff and the patient concerned will immediately be removed from our list.

If a patient is removed, we will formally write to them and inform them of our intention to remove them.