Patient Confidentiality And Copy Letters

We respect your right to privacy and keep all your health information confidential and secure. It is important that the NHS keeps accurate records about your health and treatment so that those treating you can give the best possible advice and care. This information is only available to those involved in your care and you should never be asked for personal medical information by anyone else.

You have the right to know what information we hold about you. If you would like to see your records please contact the practice manager. There will be a charge for this.

You are entitled to receive a copy of letters and referrals concerning your health and treatment. Should you wish to have a copy please advise us accordingly and we will arrange for the copy to be made available for collection from reception.

Freedom of Information

The Freedom of Information Act 2000 obliges the practice to produce a Publication Scheme. A Publication Scheme is a guide to the 'classes' of information the practice intends to routinely make available. This scheme is available from reception

Comments & Complaints

In the case of serious complaints the practice has a complaints procedure that the practice manager will guide you through. Each complaint will be investigated and a response given to you. Patients should be assured they will not be treated any differently should they raise any concerns and that we use these anonymised reviews to learn from.

If you wish to make a complaint about health services in Cumbria that is not directly related to the Practice, please contact:

NHS Cumbria, Nicola Duers on 0300 123 9006, Email: nicola.duers@cumbriapct.nhs.uk

If you would prefer independent advice, the 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, Phone: 01539 797878 Email: pals.pct@ncumbria.nhs.uk

Ombudsman Services

The Parliamentary and Health Service Ombudsman website contains detailed information on raising a complaint about any aspect of the NHS in England. There is also a leaflet explaining the procedure of bringing a complaint to the ombudsman.

Training

As an approved training practice, at different times we will have student nurses, midwives, health visitors and doctors. We also have GP registrars who are fully qualified doctors undergoing specific GP training.

You will be advised that these ‘trainees’ are in place and asked if you are willing to see them. Please help by agreeing to be seen by them but do not hesitate in declining if you would feel uncomfortable.

A suitably qualified person will supervise these ‘trainees’ as appropriate. The health centre and dispensary will be closed one afternoon a month for staff training.

During this time urgent calls are dealt with by CHOC. The dates of this training will be notified in advance.