Confidentiality

We respect your right to privacy, and keep all your health information confidential and secure. It is important that we keep accurate up-to-date records about you, to enable us to give you the best possible advice and care.

This information is only available to those involved in your care. You have a right to know what information we hold about you. If you would like to see your records, please enquire of our Practice Manager.

Identifiable information about you will be shared with others in the following circumstances:

• To provide further medical treatment for you e.g. from district nurses and hospital services.
• To help you get other services e.g. from the social work department. This requires your consent.
• When we have a duty to others e.g. in child protection cases anonymised patient information will also be used at local and national level to help the Health Board and Government plan services e.g. for diabetic care.

If you do not wish anonymous information about you to be used in such a way, please let us know.

Reception and administration staff require access to your medical records in order to do their jobs. These members of staff are bound by the same rules of confidentiality as the medical staff.

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 & Complaints

Alford Group of Doctors aims to give a friendly and professional service to all its patients. However, if you have any concerns about any aspect of our service, please let us know, ideally by informing our Practice Manager. In the majority of cases, concerns can be resolved easily within the practice. However, if we fail to do this to your satisfaction, you’re entitled to write to the complaints manager of East Lincolnshire Primary Care Trust.

East Lincolnshire Primary Care Trust 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 0845 6024384 or visit their website .

A copy of the Practice Complaints Procedure is available on request at Reception

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.