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.

Model Publication Scheme - further information

Comments & Complaints

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

However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.

To pursue a complaint please contact the practice manager and she will deal with your concerns appropriately. Further written information is available on the complaints procedure from reception.

We are continually striving to improve our service. Any helpful suggestions would be much appreciated and a suggestion box is located in the waiting area.

PACT - The Patient Advice and Complaints Team

Need advice ? Worried ? Concerned? have a compliment or complaint?

We are here to help with health and related social care issues

CALL 0845 111 0080 or 01392 267665 or complaints  on 01392 207819

go online: email pals.devonpct@nhs.net or complaints.devonpct@nhs.net or visit us at the NHS Devon website www.devonpct.nhs.uk

Write to:

Patient Advice and Complaints Team

(and please include your telephone Number)

FREEPOST EX184

County Hall

Topsham Road

Exeter EX2 4QL

Text us on 07789 741099

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.

What we aim to do for you

• You will be seen for urgent conditions on the same day.
• You may see the doctor of your choice unless you agree to an earlier appointment with another doctor.
• We will visit you at home when your medical condtion prevents attedndance at the surgery.
• You are seen within 30 minutes of your Appointment time.
• Consultations are usually 10 minutes but we offer either 10 or 15 minutes with Dr Wollaston and Dr Claridge.
• Repeat prescriptions will normally be ready for collection 48 hours after receipt of request.
• All aspects of your visit to the surgery will be dealt with in the strictes confidence and you will have complete privacy if required.
• You will be informed on how to obtain the results of you clinical tests and will be notified if your tests are abnormal and require further treatment.
• Easy access to the building with assistance, if required, for the elderly, disabled or those with young children is provided.
• We will provide out-of-hours emergency care to our patients.
• Complaints may be addressed to the Practice Manager or one of the doctors

 What we expect from you

• Only ask for urgent appointments or emergency consultations when appropriate.
• Ask for home visits only when appropriate. Request home visits before 10.00am to help the doctor plan his day.
• It would be appreciated if every effort is made to be seen in the surgery.
• Please be prompt for your appointment and CANCEL IF UNABLE TO ATTEND.
• Request a longer appointment if you feel you need more time.
• Please allow sufficeint time for prescriptions to be processed.
• Please advise us of any changes in you personal circumstances.
• We want to improve our standard service and your suggestions are very welcome