Courtside Surgery

Courtside Surgery Kennedy Way Yate Bristol BS37 4DQ

Policies

Patient Confidentiality

We respect your right to privacy and keep all your health information confidential and secure. It is important that the NHS keeps accurate and up-to-date records about your health and treatment so that those treating you can give you the best possible care.

This information may be used for management and audit purposes. However, it is usually only available to, and used by, those involved in your care. You have the right to know what information we hold about you. If you would like to see your records, please contact a member of our practice staff.

“How we handle your information” leaflets are available at reception.

Please click here for further details.

Local health services also hold information about you.

Please click here to read more.

Confidential information from your medical records can be used to improve the way the NHS delivers care to all patients. A modern information system has been developed by the NHS in England, which will make increased use of this information. This system is referred to as Care.data.

One of the main aims of Care.data is to allow the NHS to make better use of the routine information collected when you visit us (your GP practice). This information along with your postcode and NHS number but not your name, are sent to a secure system where it can be linked with other health information from all the different places where you receive care. This allows those planning NHS services or carrying out medical research to use information from different parts of the NHS in a way which does not identify you. The system complies with strict confidentiality rules and the law.

As a patient you have the right to prevent confidential information about you from being shared or used for any purpose other than providing your care, except in special circumstances. If you do not want information that identifies you to be shared outside the practice or if you want to restrict the use of information held by other places you receive care, such as hospitals and community services you should let us know.

A ‘ How information about you helps us to provide better care’ leaflet and a set of Frequently Asked Questions (FAQs) are available to download at www.nhs.uk/caredata

The NHS in England is introducing the Summary Care Record, which will be used in emergency care. The record will contain information about any medicines you are taking, allergies you suffer from and any bad reactions to medicines you have had to ensure those caring for you have enough information to treat you safely. Healthcare staff will ask your permission before they look at your record, except in certain circumstances for example if you are unconscious. As a patient you have a choice, please click here to find out more.

In addition to the National Summary Care Record, your local NHS in Bristol, North Somerset and South Gloucestershire is developing a local shared record, called the Connecting Care Record. Your Connecting Care record will contain more detailed information, such as diagnoses, medications and appointments, to support your treatment and care at services in your area. This record will only be used to support your care locally. It will ensure that the people caring for you have enough information to treat you safely and to co-ordinate your care. Your Connecting Care Record will only be available to authorised health and social care staff who are directly involved in your care locally. As with the Summary Care Record, they must have permission each time they view your Connecting Care Record. As a patient you have a choice, please click here to find out more.

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

Comments & Suggestions

Courtside Surgery aims to give a friendly and professional service to all our patients. However, if you have any concerns about any aspect of our service, please let us know. We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. If your problem can not be resolved in this way and you wish to make a complaint please do so in writing (a complaints form is available from reception) and address to Lee Atkins, Reception Manager.

Further details of our complaints procedure are provided in a separate leaflet ‘A guide to our complaints procedure’ available at reception and all complaints will be investigated in accordance with the NHS complaints procedure. The PCT also operates a Patient Advice and Liaison Service (PALS) which can often help resolve any problems before they become formal complaints. To speak to a PALS officer, ring 0800 073 0907.

The Health Service Ombudsman

The Health Service Ombudsman has published a booklet that describes the ‘six principles for remedy’ in relation to complaints handling and involves:

  1. Getting it right
  2. Being customer focused
  3. Being open and accountable
  4. Acting fairly and proportionately
  5. Putting things right
  6. Seeking continuous improvements

If you remain unhappy after everything has been done to try to resolve your concern or complaint you have the right to approach the Ombudsman.
Tel: 0345 015 4033
Email: phso.enquiries@ombudsman.org.uk
Write: Millbank Tower, Millbank, London SW1P 4QP.