Code of Conduct

Suggestions and Improvements

Occasionally things do not go as smoothly as we would like. This is often due to matters beyond our control, such as emergencies.

We operate a Practice Complaints Procedure as part of  the NHS system for dealing with complaints. If you have a complaint or concern about the service you have received in this practice we would like you to let us know so that we can put things right and improve the service we provide. Our complaints system meets national criteria.

How to complain

We hope that most problems can be sorted out quickly, often at the time they arrive and with the person concerned. If this is not possible, it would be helpful for you to let us know as soon as possible.

Complaints should be addressed to the Practice Manager, Mr Wesley Rouse, or any of the doctors. If you would prefer to speak to someone about the complaint you can ask for an appointment with Mr Rouse who will ensure it is addressed promptly.

What will happen next

Your complaint will be acknowledged within two working days and an investigation will follow.

We will respond to your complaint within 10 working days with an explanation, an apology where appropriate and proposals to ensure the situation does not occur again if necessary.

Taking you complaint further

By using the practice complaints procedure if you have a problem, will give us the best opportunity to resolve the problems and improve our practice. However if you are dissatisfied with the outcome of the Local Resolution process you are entitled to go to the second stage of the NHS complaints procedure.

You may request that your complaint is considered by the Healthcare Commission. This should be done within 2 months of the date of the final response from the practice. You can contact the Healthcare Commission on 020 7448 9200 or write to them at:

The Healthcare Commission

Complaints Team

Peter House

Oxford Street

Manchester

M1 5AN

Your Local PCT

The area served by Charlbury Medical Centre is in the district covered by Oxfordshire Primary Care Trust.  Oxfordshire PCT is responsible for ensuring you get all the health services you need.  For details of all primary care services in the area, look at Your PCT Guide to Primary Care Services at www.oxfordshirepct.nhs.uk or call 01235 205555.

Change of Personal Details

If you change your name, address or telephone number, please give us full details, including your postcode.  If you have an ex-directory telephone number we ask that you allow us to know your number in case we need to contact you – we will not disclose it to anyone else.  Please remember to tell us if details for other members of your family have changed.  If you move outside the Practice area you will be asked to register with another Practice – if you need further information please speak to the Practice Manager.

Confidentiality

We respect your right to privacy and keep all 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.

The practice complies with Data Protection and Access to Medical Records legislation. 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.

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

You have a right to know what information we hold about you. If you would like to see your records, please contact reception.