Confidentiality

We respect your right to privacy and keep all your health 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 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 not involved in your care.

You have a right to know what information we hold about you. If you would like to see your records, please call our practice manager. We aim to treat our patients courteously at all times and expect our patients to treat our staff in a similarly respectful way.

We take seriously any threatening, abusive or violent behaviour against any of our staff or patients. If a patient is violent or abusive, they will be warned to stop their behaviour. If they persist, we may exercise our right to take action to have them removed, immediately if necessary, from our list of patients

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

Comments & Complaints

The Lennard Surgery aims to give a friendly and professional service to all our patients. However, if you have any concerns about any aspect of our service, please let us know. Speak to whomever you feel most comfortable – your GP, our practice manager or our reception staff will be happy to help. In the majority of cases, concerns can be resolved quite easily.

However, if you feel we have not dealt with the issues you have raised as you would wish, you can write to the Complaints Manager at Bristol PCT.

The PCT 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, ring (0117) 900 3433.

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.

Examinations And Chaperones

As part of the assessment of medical problems, it may be necessary for the doctor or nurse to do an intimate examination (e.g. genitals or breasts).

A chaperone is someone present in the room but who does not see the examination. They would usually be a member of nursing staff or your family. They are not always needed, but may be present if the doctor or patient requests one.

Before an intimate examination you should make sure you understand the reason why the examination is necessary – ask your doctor or nurse if you are unclear.

If you would like a chaperone, please ask at reception or discuss with your doctor. If no one is available, it will be possible to arrange another appointment.