Confidentiality

blue_folder_lock 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, community matrons 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

The ICO has published a new Model Publication Scheme that all public authorities are required to adopt.

Model Publication Scheme - further information

Compliments, Comments & Complaints

If you are dissatisfied with any aspect of the surgery or your treatment, we want to know. Please put your complaint in writing or e-mail and address it to the Practice Manager.

Please state your name and address, the time and the date that the complaint arose and the nature of the complaint, including the names of staff involved.

Given this information we will endeavour to fully investigate your complaint and improve our service in the future.

comments Berkshire East Primary Care Trust is your local trust:

GROUND FLOOR
BEECH HOUSE
UPTON HOSPITAL
ALBERT STREET
SLOUGH
SL1 2BJ
01753 635571

You may contact your Patient Liaison Service through pals.berkseast@berkshire.nhs.uk or phone 01753 635571.

The Health Service Ombudsman in England

The Parliamentary and Health Service Ombudsman website contains detailed information on raising a complaint about any aspect of the NHS in England. There is also a leaflet explaining the procedure of bringing a complaint to the ombudsman.

Full details of how to make a compliment or complaint are available in our leaflet available in the waiting room or click on link COMPLAINTS_LEAFLET.doc

Violence and Aggression

The Partners at Easthampstead Surgery re-affirm their commitment to do everything possible to protect staff, patients and visitors from unacceptable behaviour and their zero tolerance of any incident that causes hurt, alarm damage or distress.

Appropriate action will be taken by the practice which may involve removal from the practice list and/or involvement of the police.

Patient Responsibilities & Obligations

We aim to maintain a high standard of care but with over 4500 patients registered at Easthampstead surgery it is necessary for all patients to work with us.

You should always notify the surgery should you need to cancel or rearrange your appointment as soon as you are aware you cannot attend to allow re-booking for our other patients.

If a doctor or nurse has asked you to return for another appointment or to be reviewed it is important that you make a new appointment and remember to attend.

Remember an appointment is for one person only.

Wherever possible patients are expected to attend the surgery and turn up for their appointment.

Genuine housebound and seriously ill patients have a right to a home visit when necessary.

We expect patients to extend to staff the same courtesy that is given to them

Registrars/Students/Work experience:

Registrars

EasthampsteadSurgery is a training practice. We regularily have Regstrars that work with our Doctors in the final year of their training and run their own surgeries in preparation for their final exams.

Medical Students & Work Experience Students

Occasionally the practice will offer a placement or work experience to people starting in a medical profession or students so they can shadow our own Doctors & Nurses. If we have a work experience person with us when you arrive for your appointment you will be asked if you are happy for these people to observe your consultation.

If you would prefer for this not to happen please let the clinician know when you attend.

All trainees are required to observe confidentiality rules and sign a declaration accepting this.

Further Information

Patient Reference Group

Survey Results

For quick medical advice online or on the telephone contact NHS Direct

NHS 111 is a new service being introduced to make it easier for you to access local NHS healthcare services