Confidentiality
All staff operate by the practices strict confidentiality guidelines. We will not disclose your information to anyone else without your consent. If someone is calling to collect you from the surgery please advise the receptionist that you are willing for us to inform another person that you are here at the surgery.
Data Protection Act
We use computers in the surgery to help with prescriptions and records. The information on computer is completely confidential and we comply with the obligations of the Data Protection Act.
Click below for more details on:
Inclusivity:
Preferred pronouns: As an inclusive business we support employees who wish to include their preferred pronouns (he/him, she/her and they/them) on their email signature. We also invite you to share your pronoun preferences with us so we can communicate appropriately with you. For more information about preferred pronouns visit the GLAAD website.
Comments & Complaints
We make every effort to give the best service possible to everyone who attends our practice.
However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.
This practice welcomes the feedback it receives from its patients and uses this as a way to make improvements to the way of working and the services it provides. The practice operates an in-house complaints procedure which is managed by the Practice Manager, Miss Aimee Peraux.
We are continually striving to improve our service. Any helpful suggestions would be much appreciated and you can use the links at the bottom of the page for your feedback and suggestions.
What should I do if I wish to make a complaint?
Please contact the practice manager either in person, by phone or in writing stating the nature of your complaint and giving as much details as possible, such as the date, the time, who was involved, what was said and any other information that will help us to investigate.
The practice manager will acknowledge your complaint within 3 working days and will endeavour to respond to you within 14 working days.
If you would like independent advice on how to make a complaint then you can contact POhWER www.pohwer.net – this is the NHS Complaints Advocacy service that is free, confidential and independent of the NHS
The Health Service Ombudsman
If your complaint cannot be resolved locally, you have the right to take your complaint to the Ombudsman.
Tel: 0345 015 4033
Email: [email protected]
Write: Millbank Tower, Millbank, London SW1P 4QP.
In accordance with the General Data Protection Regulation, patients (data subjects) have the right to access their data and any supplementary information held by Binfield Road Surgery; this is commonly known as a data subject access request (DSAR). Data subjects have a right to receive:
- Confirmation that their data is being processed
- Access to their personal data
- Access to any other supplementary information held about them
Options for access
As of April 2016, practices have been obliged to allow patients access to their health record online. This service will enable the patient to view coded information held in their health record. Prior to accessing this information, you will have to visit the practice and undertake an identity check before being granted access to your records.
In addition, you can make a request to be provided with copies of your health record. To do so, you should submit a Data Subject Access Request (DSAR) form; this can be submitted electronically and the DSAR form is available here. Alternatively, a paper copy of the DSAR is available from reception. You will need to submit the form online to [email protected] or return the completed paper copy of the DSAR to the practice. Patients do not have to pay a fee for copies of their records.
Time frame
Once the DSAR form is submitted, Binfield Road Surgery will aim to process the request within 21 days; however, this may not always be possible. The maximum time permitted to process DSARs is one calendar month.
Exemptions
There may be occasions when the data controller will withhold information kept in the health record, particularly if the disclosure of such information is likely to cause undue stress or harm to you or any other person.
Data controller
At Binfield Road Surgery the data controller is Dr Anand Patel. Should you have any questions relating to accessing your medical records, please ask to discuss this with the named data controller.
