Smallfield Surgery - Surgery policies on confidentiality, comments and suggestions, data protection etc

Patient confidentiality

We respect your right to privacy and keep all your health information confidential and secure. It is important that the NHS keeps accurate and up-to-date records about your health and treatment so that those treating you can give you the best possible advice and care.

This information may be used for management and audit purposes. However, it will only be available to those involved in your care and you should never be asked for personal medical information by anyone not involved in your care.

The practice contributes data to the General Practice Research database (GPRD) which is used for a variety of medical and public health purposes, eg investigating the side effects of medicines and investigating the causes of diseases and medical disorders. The data sent to GPRD is anonymous, but if you do not want your information included please mention this to a GP or to a member of staff as we can then mark you as opted out of the process.

You have a right to know what information we hold about you. If you would like to see your records, please call our practice manager.

Suggestions & Complaints

Smallfield Surgery aims to give a friendly and professional service to all our patients. However, if you have any concerns about any aspect of our service, please let us know. Speak to whomever you feel most comfortable – your GP, our practice manager or our reception staff will be happy to help. In the majority of cases, concerns can be resolved quite easily.

If you wish to make a formal complaint we would encourage you to make use of our in-house complaints procedure in the first instance. Please ask to speak to the practice manager, or put your complaint in writing, if you would like to follow this route. If you feel we have not dealt with the issues you have raised as you would wish you can write to the Complaints Manager at Surrey PCT.

The PCT also operates a Patient Advice and Liaison Service (PALS) which can often help resolve any problems before they become formal complaints.

The PALS Co-Ordinator for this area, Carol Rowley, can be contacted on 01737 214842

You will be treated with respect and as a partner in your care. Being a partner means you have responsibilities too.

We will:

Ensure our patients have 24-hour access to medical advice.
Aim for you to have access to a suitably qualified medical professional within 48 hours of your initial contact during surgery hours, or in an urgent case, the same day.
Work in partnership with you to achieve the best medical care possible.
Involve you and listen to your opinions and views in all aspects of your medical care.
The prevention of disease, illness and injury is a primary concern.

The medical staff will advise and inform you of the steps you can take to promote good health and a healthy lifestyle. We would respectfully ask that you:

Let us know if you intend to cancel an appointment or are running late.
Treat staff with courtesy and respect. Reception staff may have to ask some personal questions to assist us in providing you with the best service
Inform the practice staff of any alterations in your circumstances, such as change of surname, address or telephone number. Please ensure that we have your correct telephone number, even if it’s ex-directory.

As patients, you are responsible for your own health and that of any dependents. It is important that you adhere to information and advice given to you by health professionals, and co-operate with the practice in endeavouring to keep you healthy.

Noticeboard

Patient Survey and Action Plan

Our patient survey is now complete and you can look at the results by clicking on the link below. Our Patient Group has discussed the results and helped us draw up an Action Plan for the coming year and there is a link to the full report below, under Further Information. If you just want to see the Action Plan please click here Action Plan

Electronic Prescription Service

You can now have your prescriptions sent electronically to your preferred pharmacy. All you have to do is nominate your pharmacy of choice with reception.

Online Services

Did you know you can book appointments request repeat prescriptions online?. To make use of these services you first need to reigster with us for Vision Online Services (VOS). You can pick up the necessary form in the surgery, or via this link VOS registration form

The completed form needs to be returned to the surgery.

Patient Group

We now have a Patient Reference Group to enable us to obtain views from a sample of our patients about current and future services. If you would like to join this group, which will involve giving us you email address, or another form of contact, and some other details, please click the appropriate option in the list below.