Bretton Medical Practice

Surgery Opening Times
Mon - Fri 8.00am - 6.00pm
Sat 8.30am - 12.00pm (by appointment)

Tel (24 hrs): 01733 264506
Fax: 01733 266728

Bretton Health Centre
Rightwell East
Bretton
Peterborough
PE3 8DT

Practice Policies

NHS Zero Tolerance Policy

The NHS operate a zero tolerance policy with regard to violence and abuse and the practice has the right to remove violent patients from the list with immediate effect in order to safeguard practice staff, patients and other persons.

Violence in this context includes actual or threatened physical violence or verbal abuse which leads to fear for a person’s safety. In this situation we will notify the patient in writing of their removal from the list and record in the patient’s medical records the fact of the removal and the circumstances leading to it.

Complaints Procedure

We aim to offer our registered patient population a service they are satisfied with; our vision statement is “The service we provide is the service we are happy to receive”. If however, you are dissatisfied with service you receive from any of the Doctors or other member of the practice team please let us know to enable us to resolve the matter. We operate a practice complaints procedure inline with NHS Guidance.

We hope that most problems can be sorted out easily and quickly following a telephone conversation with the Practice Manager, or Assistant Manager.  If you do have a problem you would like dealing with in this way please leave your telephone number with a member of our Reception Team and Karen or Janet will aim to call you back within 2 working days. Please note Karen or Janet are unable to speak to patients face to face without a pre-booked appointment.

The practice adheres to the strict rules in place relating to patient confidentiality. If you are complaining on behalf of someone else, we have to be assured that you have his or her permission to do so. A consent form signed by the patient concerned will be required by the practice, unless they are incapable (because of illness) of providing this to enable the practice to carry out an investigation.

If your concerns cannot be addressed by speaking to a member of our team please click on the link below which gives full details of our Complaints Procedure including a consent form which should be completed if you are complaining on behalf of someone else.

View the full 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 as part of a NHS system for dealing with complaints. Our complaints system meets national criteria as laid down by the NHS.

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 resolved 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 this, please let us have details of your complaint:

  • Within 12 months of the incident that is the cause of the problem; or
  • Within 12 months of discovering that you have a problem

Complaining on behalf of someone else.
Please note that we keep strictly to the rules of patient medical confidentiality. If you are complaining on behalf of someone else, we have to be assured that you have his or her permission to do so. A note signed by the patient concerned will be needed, unless they are incapable (because of illness) of providing this. Please see the Patient Consent form below:

What you should do.
Complaints must be submitted in writing to:

  • The Practice Manager, Bretton Medical Practice, Rightwell East, Bretton, Peterborough PE3 8DT.

The manager will make sure your concerns are dealt with promptly. It will be a great help if you are as specific as possible about your complaint.

Our Commitment to You
We shall acknowledge your complaint within three working days and aim to have looked into your complaint within the time scale agreed with you. The time taken to investigate your complaint will depend on its complexity and the number of people involved. We shall then be in a position to offer you an explanation, or a meeting if that is more appropriate. When we look into your complaint, we aim to:

  • Find out what happened and what should have happened.
  • Make it possible for you to discuss the problem with those concerned if this is your wish.
  • Ensure the complaint is resolved to your satisfaction.
  • Make sure you receive an apology, where this is appropriate.
  • Identify what needs to be done to ensure the problem does not arise again.

Our Principles are:

  • To get it right
  • To be patient focussed
  • To be open and accountable
  • To act fairly and proportionately
  • To put things right
  • To seek continuous improvement

Complaining to the NHS England - Midlands & East (East)

We hope that, if you have a problem, you will use our practice complaints procedure to ensure it is resolved. We believe this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our practice.

This however does not affect your right to approach NHS England if you feel you cannot raise your complaint with us or you are dissatisfied with the result of our investigation.
In this instance you should contact:
In writing:

  • Complaints Department, NHS England, West Wing, Victoria House, Capital Park, Fulbourn, Cambridge CB21 5XA
    Tel: 0113 825 5566
    E-mail: england.ea-cservice@nhs.net

If your complaint is not resolved by the Practice it can be referred to The Parliamentary and Health Service Ombudsman. All records will have to be provided to the Ombudsman to assist with the resolution of your complaint. www.ombudsman.org.uk
In writing:

  • The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London, SW1P 4QP
  • Tel: 0345 015 4033 Fax: 0300 061 4000
    E-mail: phso.enquiries@ombudsman.org.uk

For information and help in making a complaint you can also contact POhWER who are an Independent Complaints Advocacy Service (ICAS)

In writing:

  • PO Box 14043, Birmingham B6 9BL
    Tel: 0300 456 2370
    Fax: 0300 456 2365
    E-mail: pohwer@pohwer.net

Freedom of Information

How We Use Your Information

Why we collect information about you. We aim to provide you with highest quality of health care. To do this we must keep records about you, about your health and about the care we have provided to you or plan to provide to you.

These records may include:

  • Basic details about you, such as your address, date, of birth and details of your next of kin.
  • Contact we have had with you such as details of your consultations, home visits and any telephone consultations.
  • Notes and reports about your health.
  • Details and records about your treatment and care.
  • Results of x-rays, laboratory tests and other investigations
    etc.
  • Relevant information from people who care for you and know you well, such as other health professionals and relatives.

It is good practice for people in the NHS who provide care to:

  • Discuss and agree with you what they are going to record about you.
  • Give you a copy of letters they are writing about you, if you ask them to.
  • Show you what they have recorded about you, if you ask them to.

How your records are used:

The people who care for you use your records to:

  • Provide a good basis for all health decisions made by you and by healthcare professionals.
  • Allow you to work with those providing care.
  • Make sure your care is safe and effective, and Work effectively with others providing you with care.
  • Others may also need to use records about you to:
  • Check the quality of care provided (for example, to complete a clinical audit)
  • Protect the health of the general public
  • Monitor and evaluate NHS spending
  • Manage the National Health Service
  • Help investigate any concerns or complaints you or your family may have about your health care
  • Teach health workers and to help with research

Some information will be held centrally and be used for statistical purposes. In these instances, strict measures are taken to ensure that individual patients cannot be identified from the information.

Wherever possible, we use anonymous information but on occasions we may need to use personally identifiable information for essential NHS purposes such as research and auditing. However, this information will only be used with your consent, unless
the law requires us to pass on the information.

Your rights

You have the right to confidentiality under the Data Protection Act 1998 (DPA), the Human Rights Act 1998 and the common law duty of confidence (the Disability Discrimination and the Race Relations Acts may also apply).You also have the right to ask for a copy of all records held about you, although you may have to pay a fee.

Your request must be made in writing to the organisation who is holding your information

There may be a charge to have a printed copy of the information held about you.

The organisation is required to respond to you within 40 days of your request. You will need to give adequate information (for example your full name, your full postal address, your date of birth and for NHS number). You will be required to provide ID before any information is released to you. If you feel that any of the information is inaccurate or incorrect, please inform the organisation who is holding your information.

Postal address: Data Protection Officer, Cambridgeshire and Peterborough CCG, Lockton House, Clarendon Road, Cambridge, CB2 8FH.

Email address: CAPCCG.DataProtectionOfficer@nhs.net

Notification

The Data Protection Act 1998 requires organisations to notify the Information Commissioner of the purposes for which they process personal information.

The details are publicly available from:
Information Commissioner:
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF
01625 545745
www.informationcommissioner.gov.uk

Privacy Notice for Bretton Medical Practice

How we keep your record Confidential.

Everyone working for the NHS has a legal duty to:

  • Maintain full and accurate records of the care we provide to you
  • Keep records about you confidential, secure and accurate
  • Provide information in a format that is accessible to you (i.e. in large type if you are partially sighted).

We will not share information that identifies you for any reason, unless:-

  • You ask us to do so
  • We ask and you give us specific permission
  • We have to do this by law
  • We have special permission for health or research purposes or
  • We have special permission because the interests of the public are thought to be of greater importance than your confidentiality

Who are our Partner Organisations?

We may share information with the following main Partner Organisations:

Strategic Health Authorities
NHS Trusts including Hospitals and Primary Care
Organisations
Special Health Authorities
Ambulance Service

We may also share your information, with your consent and subject to strict sharing protocols about how it will be used, with:

Social Services
Education Services
Local Authorities
Voluntary Sector Providers
Private Sector

Anyone who receives information from us also has a legal duty to keep it Confidential.

Freedom of Information Act

Freedom of Information Act 2000

The Freedom of Information Act, gives the general right of access to all types of recorded information held by the Practice. The intention of the Act is to encourage a spirit of openness and transparency in the NHS and the whole public sector. Our organisation aims to fully support this. The public have had full access rights from January 2005.This means that more information will be routinely and freely made available. This is subject to some exemptions, which are outlined below. Any individual or organisation can make a request for information. The applicant does not have to explain why this information is requested. The Act gives the right to:

  • Be told if the information exists
  • Receive information (ideally in the format requested for example as a copy or summary of the applicant may ask to inspect the record.