All Polices
Comments & Complaints
Yoxall Health Centre aims to provide a welcoming, high quality, professional and caring service to all its patients. We welcome all comments and suggestions as these help us to ensure our service meets the standards we strive to achieve.
If you have any concerns or wish to make a comment on the service you have received – good or bad – you can do so via the following options:
- Friends and Family Test – comment slips available in surgery waiting area or take the survey online (button on the homepage of this website)
- Comment via our suggestions box in the surgery
- Email the surgery at yoxall.healthcentre@staffs.nhs.uk, write or call the Practice Manager at the surgery
- Complete a complaints form which can be found in the Complaints Procedure or completed Online Here
- Alternatively, you can comment via the NHS Choices website NHS Choices – Yoxall Health Centre
If you remain unhappy once local resolution is completed, you can contact the Parliamentary & Health Service Ombudsman.
CONTACT DETAILS FOR THE PARLIAMENTARY & HEALTH SERVICE OMBUSMAN (PHSO)
Under the new NHS Complaints procedure, you have the right to ask the Parliamentary and Health Service Ombudsman (PHSO) to review your complaint if you remain unhappy once local resolution is completed. The PHSO contact details are:
The Parliamentary and Health Services Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP
Telephone: 0345 0154033, Fax: 0300 0614 000
Email: phso.enquiries@ombudsman.org.uk
The PHSO would normally expect any request to be lodged within 12 months from the date when you became aware that you had cause to complain.
However, you are encouraged to make the approach as soon as possible once local resolution is complete.
Confidentiality
Confidentiality & Medical Records
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
Information about the General Practitioners and the practice required for disclosure under this act can be made available to the public. All requests for such information should be made to the practice manager.
Access to Records
In accordance with the Data Protection Act 1998 and Access to Health Records Act, patients may request to see their medical records. Such requests should be made through the practice manager and will be subject to an administration charge. No information will be released without the patient consent unless we are legally obliged to do so.
