Telephone Call Recording
Incoming calls to the Kirkby Lonsdale Surgery will be automatically recorded from the beginnng of Janaury 2011. This information is stored on the hard drive of one of our computers and can only be accessed by a doctor if they wish to review a conversation they have had with a patient. It is possible they they may wish to use this recording for training purposes or to check advice given over the phone. As well as actually recording conversations the system provides call data which allows us to see how long it takes us to answer the phone, how many calls come in and how we deal with them. We hope to use this information to identify the busiest days and times and then we can plan for extra receptionists to be available to answer calls at these times.
There are no plans to extend this to the Hornby telephone system at present.
Your rights to information
In addition to accessing the information identified in the Publication Scheme, you are entitled to request information about The Lunesdale Surgery General Practice under the NHS Openness Code 1995.The Freedom of Information Act 2000 recognises that members of the public have the right to know how public services are organised and run, how much they cost and how the decisions are made.
From January 1st 2005 General Practices have been obliged to respond to requests about information that they hold, and there is a right of access to that information.
These rights are subject to some exemptions, which have to be taken into consideration before deciding what information can be released. Under the Data Protection Act 1998, you are also entitled to access your medical records or any other personal information held about you. For this, or for further information please contact Julie Badley.
Access to medical records
Patients can request access to their own written and computer records if requested, although the records may not be removed from the practice premises. Assistance is given by the practice manager if access is required to the computer record and in this circumstance a member of staff will stay with you at all times to ensure confidentiality of other patients records. If copies or a computer printout are required, a charge is made for this to cover costs incurred. Access to medical records for people outside the health care team (or who are involved in the patient's clinical care) is only given with the patient's express written permission.
Patient complaints procedure
If you have a complaint or concern about the service you have received from the doctors or any of the staff working in this practice, please let us know. We operate a practice complaints procedure which complies with the NHS complaints procedure. We also review every complaint to consider how we can learn from the experience and improve things to prevent a further problem in the future.
How to complain
We hope that most problems can be sorted out easily and quickly, often at the time they arise and directly with the person concerned. If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible (ideally within a matter of days or at most a few weeks) because this will enable us to establish what happened more easily. If it is not possible to do that, please let us have details of your complaint:
- Within 12 months of the incident that caused the problem; or
- Within 12 months of discovering that you have a problem.
Complaints can be made in person, verbally or if in writing should be addressed to Mrs Julie Badley, Practice Manager or any of the doctors. Mrs Badley will ensure that your concerns are dealt with promptly. It will be a great help if you are as specific as possible about your complaint.
Please do not be afraid to bring a complaint to our attention, it will not affect the care you receive from us, in fact it may help us to make improvements.
What we shall do
We shall acknowledge your complaint either orally or in writing as soon as possible and always within three working days. We will talk to you and agree a plan of how the complaint will be investigated and how long we think it will take. We will then be in a position to offer you an explanation, or a meeting with the people involved if that's what you would like.
When we look into your complaint, we shall aim to:
- Find out what happened and what went wrong.
- Make it possible for you to discuss the problem with the Practice Manager or those concerned, if you would like this.
- Make sure you receive an apology, where this is appropriate.
- Use the information we have received to learn and improve services for the future.
Complaining on behalf of someone else
Please note that we keep strictly to rules of medical confidentiality. If you are complaining on behalf of someone else, we have to know that you have his or her permission to do so. A note signed by the person concerned will be needed; unless they are incapable (because of illness) of providing this or you are the parent or guardian of the person on whose behalf you are complaining.
Complaining to Primary Care Trust
We hope that, if you have a problem, you will use our practice complaints procedure. We believe this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our practice. But this does not affect your right to approach the Primary Care Trust, if you feel you cannot raise your complaint with us or you are dissatisfied with the results of our investigation. You should contact Morecambe Bay Primary Care Trust on telephone number 01539 735565 and ask for the complaints department.
The doctors, nurses and all other members of staff operate a strict policy of patient confidentiality. You should therefore feel comfortable in disclosing any information you think is important in the knowledge that all information is protected and will not be released to anyone without your consent. This policy also applies to teenagers.
You may choose to have a chaperone present during any consultation with a doctor or nurse. This may be a family member or friend that you have brought with you, or you may be offered a member of staff to act as a chaperone.
Violent and Abusive Patients
We will not tolerate abusive or violent behaviour shown towards any member of staff or other persons within the practice premises. If this occurs, the individual concerned will be removed from our list.