As a practice we feel it is important that all our patients are fully informed of what happens to personal information that is stored on our computer system and that they are aware that we have a strict code of confidentiality.

Everyone working for the NHS has a legal duty to keep information about you confidential.

All staff employed at this practice abide by our code of confidentiality and we operate a practice policy on information security.

When you register with this practice you will be asked for information about yourself so that you can receive the appropriate care and treatment. This information is kept, together with details of your health and treatment provided, so that the practice can always ensure that the care you receive is both appropriate and consistent with your medical history.

The following sets out the only instances where the practice may pass information to other organisations without your prior consent, and the conditions that we must comply with before information about you is released:

• Statutory requirements sometimes require the practice to pass on information e.g. notification of a birth or death
• The NHS Central Register for England and Wales contains basic personal details of all patients registered with a general practitioner. The register does not contain clinical information.
• The practice is a member of the Medical Research Council, General Practice Research Framework, which can include drug trial research approved by the Local Research Ethics Committee. If at any time the research should involve you personally you will always be contacted for your permission before any information is divulged. Patients will not be identified in any published results without their prior permission.
• At times it may be necessary to refer to patient records when dealing with complaints or legal claims. Information will not be divulged without patients' written permission.
• We will use some of the information for preparing statistics to continue to improve the quality of our care and help to ensure that our services meet the needs of our patients. At all times steps will be taken to ensure you cannot be identified.

You may be receiving care from other organisations within the NHS. To ensure that you receive a consistent programme of care we may need to share some information about your medical history. We only ever do this if it is in your interest.

The practice is committed to providing a high quality health service to meet the needs of all our patients. We regard the care for your health as a partnership between yourself and the doctors and staff. The success of this partnership depends on co-operation and shared responsibility. In the charter we set out our mutual responsibilities to achieve a high standard of care.
 
Our Responsibilities to You  

• When you register with us, we will offer you a health check 
• If you need an urgent consultation, we will see you that day 
• When you need a routine appointment, we will arrange one with you. You can book up to 4 weeks in advance 
• If you have an appointment, we will aim to see you within 20 minutes of your booked time. We will give you an explanation of delays of more than 30 minutes 
• If required, we will offer advice on disease prevention and health promotion 
• If you would like to access your medical records, we will respond to your request within 21 days. 
• We will keep the contents of your medical records confidential 
• When you request repeat medication, we will have it ready for you two working days later 
• You will receive up to date medical care because all the Doctors and staff are involved in continued professional development 
• If you are interested in medical research and medical student training, we will give you an opportunity to participate. 
• When you make a suggestion and comment on our services we will welcome your thoughts and respond promptly 
• If you are unhappy about the level of care or service you receive from the practice, we will deal with you complaint as swiftly as possible. 
• When accessing the practice and associated services, we will be courteous and respectful 

Your Responsibilities to Us   

• When you change your name, address or telephone number, please inform us so that your records are kept up to date 
• If you arrange an appointment, please be punctual for appointments and let us know in good time if you are unable to attend 
• If you need an appointment for more than one person, please arrange individual appointments to be seen 
• Please check in on arrival using our self-service check in facility or at reception 
• If you need to see a doctor at home, only request a visit if it is impossible for you to come to the surgery. A doctor can see four or five patients in the time it takes to visit one patient at home 
• Please bring relevant forms with you when attending for a blood test. 
• Following a consultation, please act upon advice and take medication as prescribed. You are responsible for your health. 
• If you need a repeat prescription, please make your request in good time - do not wait until you run out of medication as we need at least 2 working days to get your medication ready for collection 
• When using practice services, please use them appropriately 
• When dealing with the practice team, please be courteous and respectful
   

So that we can improve our services it is important that you let us know if you have any compliments and/or concerns. If you would like to tell us about a good service we have provided please complete our feedback form or or write to our Practice Manager, Mr Steve Boyd.  We encourage our staff to help you deal with any concerns or complaints in a friendly, confidential manner.

You can speak to one of our staff

You can speak to the person providing your care or ask to speak to the person in charge.
You can speak to PALS

You can also contact the Patient Advice and Liaison Service (PALS) at NHS Wiltshire on 0800 3897671 for information and support. You can also write to the PALS Manager  
at NHS Wiltshire, Southgate House, Pans Lane, Devizes, SN10 5EQ. 

You can make a complaint

If, after speaking to a member of staff or PALS, you feel that your concern has not been satisfactorily resolved, you can telephone or write to us. It will help if you do this as soon as possible after the event. Making a complaint will not affect the way you are treated. Please write to Practice Manager, Whiteparish Surgery, Common Road, Whiteparish, Wiltshire, SP5 2SU or you can telephone the practice on 01794 884269 or e-mail practicemanager.whiteparish@nhs.net

Sharing of Information

It may be necessary, on occasion, to share information with other relevant parties.

What happens next?

Your complaint will be acknowledged within two working days. Your concerns will be fully investigated and every effort made to resolve the matter as soon as possible. You will receive a full explanation indicating what action has been taken.

What happens if I am still not satisfied?

Most complaints are satisfactorily resolved. However, if you remain unhappy you can write to the Patient Advice and Liaison Service at NHS Wiltshire on 0800 389 7671for further information.

If you feel that the Patient Advice and Liaison Service has not satisfactorily resolved your complaint:

You can contact the Ombudsman to review your case.  You will need to write to:
The Parliamentary and Health Service Ombudsman
Millbank Tower,
London,
SW1P 4QP
Telephone: 0345 015 4033
www.ombudsman.org.uk

The Ombudsman will usually expect a complaint to have followed both Whiteparish Surgery and NHS Wiltshire complaints procedures before considering it.

Freedom of Information

Introduction - What is a Publication Scheme?
Whiteparish Surgery's publication scheme is based on the model which has been prepared and approved by the Information Commissioner. The new scheme came into effect on 1 January 2009.

The publication scheme commits Whiteparish Surgery to make information available to the public as part of its normal business activities. The information covered is included in the classes of information set out below, where this information is held by us. Additional assistance is provided to the definition of these classes in sector specific guidance manuals issued by the Information Commissioner.

The scheme commits Whiteparish Surgery:

• To proactively publish or otherwise make available as a matter of routine information, including environmental information, which is held by us and falls within the classifications below.
• To specify the information which is held by us and falls within the classifications below
• To proactively publish or otherwise make available as a matter of routine, information in line with statements contained within this scheme.
• To produce and publish the methods by which the specific information is made routinely available so that it can be easily identified and accessed by members of the public.
• To review and update on a regular basis the information we make available under this scheme.
• To produce a schedule of fees charged for access to information which is made proactively available.
• To make this publication scheme available to the public.

Classes of Information
The classes of information held by Whiteparish Surgery are available in the following categories:

• Who we are and what we do
  Organisational information, locations and contacts, constitutional and legal governance.
  
• What we spend and how we spend it
  Financial information relating to projected and actual income and expenditure.
  
• What our priorities are and how we are doing
  Strategy and performance information, plans, assessments, inspections and reviews.
  
• How we make decisions. Decision making processes, internal criteria and procedures, consultations
  Policy proposals and decisions. Decision making processes, internal criteria and procedures, consultations.
  
• Our policies and procedures
  Current written protocols for delivering our functions and responsibilities.
  
• Lists and Registers
  Information held in registers required by law and other lists and registers relating to the functions of the authority
  
• The services we offer
  Advice and guidance, booklets and leaflets and transactions. A description of the services offered.

The classes of information will not generally include:

• Information the disclosure of which is prevented by law, or exempt under the Freedom of Information Act, or is otherwise properly considered to be protected from disclosure.
• Information in draft form
• Information that is no longer readily available as it is contained in files that have been placed in archive storage, or is difficult to access for similar reasons.

The method by which information published under this scheme will be made available
Our publication scheme indicates what information is covered by this scheme and how it can be obtained. Click here to access our publication scheme

Where it is within our capability information will be provided on this website.

Where it is impracticable to make information available on the website or when an individual does not wish to access the information by website, information can be obtained by contacting Anna Morton, Practice Manager.

Information will be provided in the language in which it is held or in such other language that is legally required. Where we are legally required to translate any information, we will do so.

Obligations under disability and discrimination legislation and any other legislation to provide information in other forms and formats will be adhered to when providing information in accordance with this scheme.

Charges which may be made for information published under this scheme
The purpose of this scheme is to make the maximum amount of information readily available at minimum inconvenience and cost to the public. Any charges imposed by us for routinely published material will be justified and transparent and kept to a minimum.
Material which is published and accessed on the website is provided free of charge.
Charges may be made for information subject to a charging regime specified by Parliament.

Charges may be made for actual disbursements incurred such as:

• Photocopying
• postage and packaging
• the costs directly incurred as a result of viewing information

Charges may also be made for information provided under this scheme where they are legally authorised, they are in all circumstances, including the general principles of the right of access to information held by public authorities, justified and are in accordance with a published schedule or schedule of fees which are readily available to the public.
If a charge is to be made, confirmation of the payment due will be given before the information is provided. Payment may be requested prior to the provision of information.

Written Requests
Information held by us that is not published under this scheme can be requested in writing, when its provision will be considered in accordance with the provisions of the Freedom of Information Act.

All requests received will be acknowledged. If we hold the information requested it will be sent to you within 20 working days of the acknowledgement letter being sent.
For more complex requests we will inform you of the expected time period when you will receive information.

Patient Confidentiality
The Freedom of Information Act does not change the right of patients to protection of their patient confidentiality in accordance with Article 8 of the Human Rights Convention, the Data Protection Act and at common law. Maintaining the legal right to patient confidentiality continues to be an important commitment on our part.

To help with this, we have appointed Dr Christopher Gotham as Caldicott Guardian, and who has responsibility to ensure the protection of patient confidentiality throughout the practice in accordance with your legal rights.

Useful Links

• Information Commissioner's website: visit http://www.informationcommissioner.gov.uk/
• NHS Freedom of Information website: visit www.foi.nhs.uk 

Data Protection Act
The Data Protection Act gives your the right to access your own personal data. To access you health records you will need to:

1. Collect a form from reception
2. Complete the form and return to us for the attention of the practice secretaries
3. The secretaries will comply with your request within 21 days. In exceptional circumstances it may take longer, in which case you will be informed and an explanation given
4. Your doctor will check your health records in accordance with the Data Protection Act. If the doctor is in agreement with your request one of the secretaries will contact you to inform you of the costs and set a date for you to view the relevant records once the fee has been paid. Only in exceptional cases will access be denied.