Confidentiality

The Doctors and Staff at Yelverton Surgery have a legal duty to maintain the highest level of confidentiality about patient information. This means that no medical information will be divulged to a third party, such as relatives, solicitors, insurance companies, etc, unless written consent has been obtained from the patient. 'Your Records Are Safe With Us' is a leaflet produced by the Department of Health explaining how your medical records are used in your care. A copy of the leaflet is available in the waiting room.

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 by writing to the practice manager.

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

If you require information regarding access to your medical records please write to the Practice Manager.

Comments and Complaints

Our aim is to give you the best service possible, however there may be times when you feel this has not happened. This information explains what to do if you have a complaint about the services we provide for you. We hope you will use the practice procedure to allow us to investigate and, if necessary, put right any problems you have identified or mistakes that may have been made.

If you wish to make a comment, complaint or suggestion, please ask to speak to Mrs Sue Edwards, Practice Manager, or write to her at Yelverton Surgery, Westella Road, Yelverton Devon PL20 6AS. She will then discuss the matter with you either in person, or in writing.

We think it is important to deal with complaints swiftly and any formal complaint that is made will be acknowledged within 48 hours. The Practice Manager will fully investigate your complaint and make a response. The reply will be by letter, or a further meeting may be arranged. Having addressed your concerns and provided you with an explanation we will discuss any action that may be needed. We hope that, at the end of the procedure, you will feel satisfied that we have dealt with the matter thoroughly.

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.

PALS (Patient Advice and Liaison Service)

The NHS employs over a million staff in thousands of locations. It is a large and complex organisation providing a broad range of services. It is not surprising that sometimes you or a loved one may feel bewildered or concerned when using the NHS. And this can be at times when you are feeling at your most vulnerable and anxious.

So, what should you do if you want on the spot help when using the health service? The NHS expects all members of staff to listen and respond to you to the best of their ability. But sometimes, you may wish to talk to someone employed especially to help you. The Patient Advice and Liaison Service, known as PALS, has been introduced to ensure that the NHS listens to patients, their relatives, carers and friends, and answers their questions and resolves their concerns as quickly as possible.

PALS also helps the NHS to improve services by listening to what matters to patients and their loved ones and making changes, when appropriate.

---

What does PALS do?

In particular, PALS will:

• Provide you with information about the NHS and help you with any other health-related enquiry
• Help resolve concerns or problems when you are using the NHS
• Provide information about the NHS complaints procedure and how to get independent help if you decide you may want to make a complaint
• Provide you with information and help introduce you to agencies and support groups outside the NHS
• Inform you about how you can get more involved in your own healthcare and the NHS locally
• Improve the NHS by listening to your concerns, suggestions and experiences and ensuring that people who design and manage services are aware of the issues you raise
• Provide an early warning system for NHS Trusts and monitoring bodies by identifying problems or gaps in services and reporting them.

---

Find out more

If you would like more information about PALS, the functions it is intended to provide and the standards it should strive to achieve , follow this link.

Access to the Surgery

The main entrance to the Surgery is suitable for wheelchair access with disabled toilet facilities available in the entrance foyer.

We have a portable hearing device which is available for patients - please ask at the reception if you need any assistance.

Car parking is available at the rear of the surgery.