Confidentiality

All patients have a right to confidentiality and need to feel secure in the knowledge that this is ensured.

Everyone working in the NHS has a legal duty to keep information about you confidential.

As in all medical environments, we have a very strict code of confidentiality, which is enforced by the General Medical Council (GMC), in addition to the Data Protection Act. 

Access to Health Records

Patients are able to access their medical records in accordance with the Medical Records Act 1998.

A fee may be charged for copies of these records.

For further information regarding your information stored at the practice, please ask for our leaflet "Your Information - What You Need to Know" from reception.

Freedom of Information

The ICO has published a new Model Publication Scheme that all public authorities are required to adopt.

Model Publication Scheme - further information

Comments & Complaints

We would very much welcome constructive comments or suggestions you may have about this leaflet or any of the services at the practice. Please place your comments/suggestions in the box located in the waiting room in the reception. This will be dealt with directly by the Patient Group (CASAG) and suggestions fed back to the medical team. Further information on CASAG can be found here.

We recognise that there may be occasions when you wish to complain and have the matter investigated. Please arrange to speak to our Practice Manager, Mrs Alison Ellis, who will inform you of our procedure.

We make every effort to give the best service possible to everyone who attends our practice.

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.

Our Contract

When you join a Doctor's list you make a contract

You have a right to a preferred practitioner. Please discuss this with the receptionist or the practice manager.

The Doctor's obligation is to offer general medical services

Your part of the contract is to show consideration when using this service:

• Cancelling appointments you cannot keep
• Arranging follow-up appointments with the practitioner ALREADY DEALING WITH THE PROBLEM, unless under exceptional circumstances.

Violent or abusive patients will not be tolerated

We expect all our patients to act in an appropriate manner towards our staff, Health Care Professionals and other patients. This includes patients being respectful of others human rights, be that race, gender, disability or religious beliefs.

Certain GP surgeries are specially selected as suitable for qualified Doctors to gain experience and training in General Practice.

We are proud to be one such practice. Dr Willmott, Dr Tull & Dr Dockrell are mentors to these "GP Registrars" whilst they are with us.

We believe that our practice and our patients benefit from these Doctors, who bring new ideas and knowledge as well as friendly enthusiasm.

As a teaching practice there will be times when Medical Students will be sitting in with a partner.

If you do not want to see the Doctor in the presence of a Medical Student, please inform the Receptionist.

The surgery has access at the front of the building for patients who are wheelchair dependent and also emergency exits which are suitable for wheelchair users.

Castle Mead Medical Centre also has a reserved parking bay in our car park for patients displaying a disabled sticker. There is a wheelchair available on site if required.