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
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.
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 Lead, or Assistant Lead. 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.
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:
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.
What you should do.
Complaints must be submitted in writing to:
The lead 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:
Our Principles are:
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:
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
For information and help in making a complaint you can also contact POhWER who are an Independent Complaints Advocacy Service (ICAS)
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:
It is good practice for people in the NHS who provide care to:
The people who care for you use your records to:
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.
You have the right to confidentiality under the Data Protection Act 2018 (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. A subject access request (SAR) will be free, although any third party data will be removed from such records. These are usually emailed securely to patients or printed to collect at the surgery.
Your request can be made in writing, via email to our practice email address firstname.lastname@example.org or verbally. We usually complete SARs within the government stipulated time limits and where this is likely to not be possible we would always tell you in advance. 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.
Our data team in the CCG is based at (postal address): Data Protection Officer, Cambridgeshire and Peterborough CCG, Lockton House, Clarendon Road, Cambridge, CB2 8FH.
The Data Protection Act 2018 requires organisations to notify the Information Commissioner of the purposes for which they process personal information.
The details are publicly available from:
Everyone working for the NHS has a legal duty to:
We will not share information that identifies you for any reason, unless:-
We may share information with the following main Partner Organisations:
Strategic Health Authorities
NHS Trusts including Hospitals and Primary Care
Special Health Authorities
We may also share your information, with your consent and subject to strict sharing protocols about how it will be used, with:
Voluntary Sector Providers
Anyone who receives information from us also has a legal duty to keep it Confidential.
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: