Confidentiality

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.

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

Making a Complaint

Most problems can be sorted out quickly and easily, often at the time they arise with the person concerned  and this may be the approach you try first.

Where you are not able to resolve your complaint in this way and wish to make a formal complaint you should do so, preferably in writing as soon as possible after the event and ideally within a few days, as this helps us to establish what happened more easily. In any event, this should be:

· Within 12 months of the incident, or

· Within12 months of you discovering that you have a complaint giving as much detail as you can.

If you are a registered patient you can complain about your own care. You are unable to complain about someone else’s treatment without their written authority (please see below).

We are able to provide you with a separate complaints form to register your complaint and this includes a third-party authority form to enable a complaint to be made by someone else. Please ask at reception for this, or download it via the link at the bottom of this secction.. You can provide this in your own format providing this covers all the necessary aspects.

Please send your written complaint to:

Judith Williams, Practice Manager, Stony Medical Centre, Market Square, Stony Stratford, Milton Keynes, MK11 1YA

What we do next

We look to settle complaints as soon as possible.

We will acknowledge receipt within 3 working days, and aim to have looked into the matter within 10 working days. You may then receive a formal reply in writing, or you may be invited to meet with the person(s) concerned to attempt to resolve the issue. If  the matter is likely to take longer than this we will let you know, and keep you informed as the  investigation progresses.

When looking into a complaint we attempt to see what happened and why, to see if there is something we can learn from this, and make it possible for you to discuss the issue with those involved if you would like to do so.

When the investigations are complete your complaint will be determined and a final response sent to you.

Where your complaint involves more than one organisation (e.g. social services) we will liaise with that organisation so that you receive one coordinated reply. We may need your consent to do this. Where your complaint has been sent initially to an incorrect organisation, we may seek your consent to forward this to the correct person to deal with.

The final response letter will include details of the result of your complaint and also your right to escalate the matter further if you remain dissatisfied with the response.

Complaining on behalf of someone else

We keep to the strict rules of medical and personal confidentiality. If you wish to make a complaint and are not the patient involved, we will require the written consent of the patient to confirm that they are unhappy with their treatment and that we can deal with someone else about it.    

Please ask at reception for the Complaints Form which contains a  suitable authority for the patient to sign to enable the complaint to proceed.

Where the patient is incapable of providing consent due to illness or accident it may still be possible to deal with the complaint. Please provide the precise details of the circumstances which prevent this in your covering letter.

Please note that we are unable to discuss any issue relating to someone else without their express permission, which must be in writing, unless the circumstances above apply.

We may still need to correspond direct with the patient, or may be able to deal direct with the third party, and this depends on the wording of the authority provided.

Who else can I talk to?

If you prefer, you may raise your complaint with NHS Milton Keynes (previously known as Milton Keynes PCT) via telephone on 01908 278808, email tellus@miltonkeynes.nhs.uk or in writing care of:  NHS Milton Keynes, Sherwood Place, Sherwood Drive, Bletchley, Milton Keynes, MK3 6RT.

Please note however that you may complain directly to NHS Milton Keynes as an alternative to complaining to the practice however current legislation dictates that you cannot escalate your complaint to NHS Milton Keynes if you first complain to the practice.

You can also discuss your concerns and complaint with ICAS. 

ICAS stands for the Independent Complaints Advocacy Service. It is a free and confidential service that is independent of the NHS and tailored to individual client needs.

ICAS have a local office in Aylesbury and can be reached on 01296 468170 or in writing care of:  Independent Complaints Advocacy Service, Kingfisher Exchange, 3rd Floor Kingfisher House, Walton Street, Aylesbury, HP21 7AY.

What do I do if I am dissatisfied with the Practice/NHS Milton Keynes' response to my complaint?

In the event that you are not happy with the response you receive you have the have the right to approach the Ombudsman. Their contact details are:

Postal: The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London, SW1P 4QP

Telephone: 0345 0154033

Website: www.ombudsman.org.uk

Patient Complaint Form

Independent Complaints Advocacy Service

The National Health Service (NHS) works hard to treat everyone properly and promptly. Most people using the health service are happy with their treatment but sometimes things can go wrong.

If you are unhappy with the service you or others have received from a hospital, doctor, dentist, local surgery or any other NHS service, you can raise your concerns about it.

By raising your concerns it can help put things right quickly and the NHS can learn from your experience. This could include an explanation, an apology and information about how the NHS has used your experience to improve services or care.

The ICAS website aims to help you feel confident about raising your concerns yourself. Their website is http://www.seap.org.uk/icas/ and outlines the following:

• Explains the different options for raising your concerns about the NHS
• Offers practical tips and things for you to think about
• Tells you how ICAS can help you with independent support
• ICAS can help you raise a concern about NHS care or treatment.

ICAS is: Free, Independent & Confidential.

Your ICAS Advocate will contact you as soon as possible. They will take time to listen to your experience and can then talk to you about what support you need to make your complaint. Your Advocate will be able to give you information about the different ways that you can raise your concerns with the NHS organisation (see Step 3) so that you feel comfortable with the process.

Your Advocate can also help you think about what you would like to achieve from your complaint. People want different outcomes when they complain such as an apology, an explanation or an improvement to NHS services.

ICAS Advocates can:

• Give you an opportunity to speak confidentially to someone who is independent of the NHS
• Explore the options available to you at every stage of the complaints procedure
• Help you with writing effective letters to the right people
• Prepare you for and go to meetings with you
• Contact and speak to third parties if you wish them to
• Help you think about whether you are happy with the responses you receive from the NHS organisation
• Your Advocate will not try to persuade you to do or not do anything and will always respect your decisions.

If you would like some further help with your complaint, the Independent Complaints Advocacy Service (ICAS) are always pleased to assist.  The local office contact address is:

ICAS, Kingfisher Exchange, 3rd Floor Kingfisher House, Walton Street, Aylesbury, Bucks, HP21 7AY

Tel:  01296 468170       Fax: 01296 468171

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.

Data Protection Statement  

We need to hold personal information about you on our computer system and in paper records to help us to look after your health needs, and your doctor is responsible for their accuracy and safe-keeping. Please help to keep your record up to date by informing us of any changes to your circumstances.

Doctors and staff in the practice have access to your medical records to enable them to do their jobs. From time to time information may be shared with others involved in your care if it is necessary. Anyone with access to your record is properly trained in confidentiality issues and is governed by both a legal and contractual duty to keep your details private.

All information about you is held securely and appropriate safeguards are in place to prevent accidental loss.

In some circumstances we may be required by law to release your details to statutory or other official bodies, for example if a court order is presented, or in the case of public health issues. In other circumstances you may be required to give written consent before information is released – such as for medical reports for insurance, solicitors etc.

To ensure your privacy, we will not disclose information over the telephone or fax unless we are sure that we are talking to you. Information will not be disclosed to family, friends, or spouses unless we have prior written consent, and we do not leave messages containing confidential information with others.

You have a right to request to see your records if you wish. Please ask at reception if you would like further details and our patient information leaflet. An appointment will be required. In some circumstances a fee may be payable.

Accessing your health records

The Data Protection Act 1998 allows you to find out what information about you is held in our records.  This applies to both manual and computer processed records.   This is known as ‘rights of subject access’.

If you want to see your health records you should make a written request to the NHS organisations where you are being, or have been, treated.  You are entitled to receive a copy, although an administration charge will usually be made.

For more detailed information

If you would like to know more about how we use your information, your rights under the Data Protection Act, or if you would like to limit your information being used in this way, you can speak to the manager of your GP practice or contact the NHS Milton Keynes Communications Team.

Telephone: 01908 278801, or write to:

NHS Milton Keynes, 155 Sherwood Drive, Bletchley, Milton Keynes, MK3 6RT.

The information we collect about you

Your doctor and other healthcare professionals caring for you keep records about your health and any treatment you receive from the NHS.  These help to ensure that we provide you with the best possible care.

The information we hold about you may include:

• Basic details about you, such as address and next of kin
• Contacts we have had with you, such as surgery visits
• Notes and reports about your health and any treatment and care you receive
• Results of investigations, such as X-rays and laboratory tests
• Relevant information from other health professionals, relatives or those who care for you and know you well.

How we use your information

Your health records are used to guide and administer the care you receive, by:

• Ensuring the healthcare professionals involved in your care have accurate and up-to-date information to assess your health and plan your treatment.
• Enabling consistency in your care should you see another doctor, or be referred to a specialist or another part of the NHS
• Assessing the type and quality of care you have received
• Investigating any concerns or complaints your may have about your care.

We may also use your information to help us manage and plan services to ensure everyone has access to high quality healthcare.  This could include:

• Using information about your treatment to ensure services meet the needs of patients for the future
• Using data with your personal details removed to prepare statistics on NHS performance and activity
• Training and educating staff
• Helping staff to review care standards to improve the patient experience
• Paying your doctor, nurse or hospital, or auditing the accounts of healthcare organisations
•  Investigating complaints or legal claims
• Undertaking research

Keeping your information confidential

Everyone working for the NHS has a legal duty to keep information about you confidential in line with the NHS Confidentiality Code of Practice. The Data Protection Act 1998 sets out priniciples of handling information which all NHS organisations must adhere to.  We have put in place technology and security policies, rules and measures to protect your information.

Sometimes we may need to share information about you with other agencies so we can all work together for your benefit.  We will only ever use or pass on information about you if others involved in your care have a genuine need for it.  Anyone who receives information from us is also under a legal duty to keep it confidential and secure.