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Practice Policies

Confidentiality

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The GDPR replaces the Data Protection Directive 95/46/EC and is designed to harmonise data privacy laws across Europe, to protect and empower all EU citizens’ data privacy and to reshape the way in which organisations across the region approach data privacy.

How do we communicate our privacy notice?

At Modbury Health Centre, the practice privacy notice is displayed on our website, through signage in the waiting room, and in writing during patient registration. We will:

  • Inform patients how their data will be used and for what purpose
  • Allow patients to opt out of sharing their data, should they so wish

How Modbury Health Centre use your information

    • We collect and hold data about you for the purpose of providing safe and effective healthcare
    • Your information may be shared with our partner organisations to audit services and help provide you with better care
    • Information sharing is subject to strict agreements on how it is used
    • We will only share your information outside of our partner organisations with your consent*
    • If you are happy with how we use your information you do not need to do anything
    • If you do not want your information to be used for any purpose beyond providing your care please let us know so we can code your record appropriately
    • You can object to sharing information with other health care providers but if this limits your treatment options we will tell you
    • Our guiding principle is that we are holding your information in the strictest confidence
    • For more information about who are our partner organisations and how your data is used please see the privacy notice on our website or ask at reception.
    • *Unless the health & safety of others is at risk, the law requires it or it is required to carry out a statutory function

Further documents available on the links to the left under General Data Protection Regulations- we can provide paper copies if you wish to contact the health centre.

Comments

good_ratingsPatients wishing to comment or make suggestions on the service we provide should contact the practice manager.

Complaints Procedure

We always try to give you the best service possible,

PATIENT COMPLAINT FORM

 If you have a complaint or concern about the service you have received from the doctors or any of the personnel working in this practice, please let us know.  We operate a practice complaint procedure as part of an NHS complaints system, which meets national criteria.

 HOW TO COMPLAIN 

We hope that we can sort most problems out easily and quickly, often at the time they arise and with the person concerned. If you wish to make a formal complaint, please do so AS SOON AS POSSIBLE - ideally within a matter of a few days. This will enable us to establish what happened more easily.  If doing that is not possible your complaint should be submitted within 12 months of the incident that caused the problem; or within 12 months of discovering that you have a problem. You should address your complaint in writing to the practice  Development manager (you can use the attached form).  She will make sure that we deal with your concerns promptly and in the correct way. You should be as specific and concise as possible. 

COMPLAINING ON BEHALF OF SOMEONE ELSE 

We keep strictly to the rules of medical confidentiality (a separate leaflet giving more detail on confidentiality is available on request).  If you are not the patient, but are complaining on their behalf, you must have their permission to do so.  An authority signed by the person concerned will be needed, unless they are incapable (because of illness or infirmity) of providing this. A Third Party Consent Form is provided below. 

WHAT WE WILL DO 

We will acknowledge your complaint within 3 working days and aim to have fully investigated within 10 working days of the date it was received.  If we expect it to take longer we will explain the reason for the delay and tell you when we expect to finish. When we look into your complaint, we will investigate the circumstances; make it possible for you to discuss the problem with those concerned; make sure you receive an apology if this is appropriate, and take steps to make sure any problem does not arise again.

 

You will receive a final letter setting out the result of any practice investigations

 TAKING IT FURTHER

 

If you are dissatisfied with the outcome

 

You have the right to approach the Ombudsman.

The contact details are:

The Parliamentary and Health Service Ombudsman

Millbank Tower

Millbank

London

SW1P 4QP

Tel:  0345 015 4033

Website:  www.ombudsman.org.uk

 

 

Details of Primary medical Services for our area may be obtained from:

 

 

Devon, Cornwall and Isles of Scilly Area Team

Sedgemoor Centre

St Austell

Cornwall

PL25 5AS

 

Telephone: 01726 627916

 

 

Complaining to NHS England:

By post to:

NHS England

PO Box 16738

Redditch

B97 9PT

By email to:

england.contactus@nhs.net

Please state: ‘For the attention of the complaints manager’ in the subject line.

By telephone:

0300 311 22 33 (Monday to Friday 8am to 6pm, excluding English Bank Holidays)

We will take a note of your complaint and arrange for it to be passed to a case officerhttp://www.england.nhs.uk/wp-content/uploads/2013/11/Interim-complaints-policy.pdf



 
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