4 The WaterfrontGoring-by-SeaWest Sussex, BN12 4FDTel: 01903 708910
The practice maintains detailed records of your healthcare. This information is available to all clinical staff within the Practice to ensure they can give you best possible care based on that information. In addition, the administrative staff of the Practice also have access to this information to enable them to ensure the information is available to the clinicians and to advise you of any follow-up care we can offer e.g. diabetes check-up clinics. All Practice staff are legally bound to maintain confidentiality. Also, your details may be passed on to other healthcare professionals who are responsible for your care, e.g. a hospital consultant responsible for your hospital care, or pharmacists who can advise on the medications you are taking.
On occasions we are approached by other health care providers who have an interest in a specialised subject and need to contact patients with particular conditions. Before we release any information we would ask for your written permission to do so.
We are sometimes asked for information about disease prevalence by organisations such as the Department of Health. Any information released is done so on an anonymous basis and no patient identifiable information is released from the Practice.
Any other information we release to insurance companies, solicitors etc is only done so with the express written permission of the patient.
Privacy Notice for Direct Care
We operate a complaints and comments procedure as part of the NHS system for dealing with complaints and comments. Further information can be obtained from any of our staff. We welcome constructive comments and feedback on the services we provide. Our aim is to deal swiftly with any problems.
We would also be delighted to hear from you if you would like to compliment any area of the service.
Click here to access our leaftlet Complaints and Comments Leaflet. You may also visit the practice to speak to a member of the team, telephone or write.
The Health Service Ombudsman has published a booklet that describes the ‘six principles for remedy’ in relation to complaints handling and involves:
If you remain unhappy after everything has been done to try to resolve your concern or complaint you have the right to approach the Ombudsman. Tel: 0345 015 4033 Email: firstname.lastname@example.orgWrite: Millbank Tower, Millbank, London SW1P 4QP.
Further support and advice can be obtained from IHCAS or www.healthwatchwestsussex.co.uk or telephone 0300 012 0122
The NHS employs over a million staff in thousands of locations. It is a large and complex organisation providing a broad range of services. It is not surprising that sometimes you or a loved one may feel bewildered or concerned when using the NHS. And this can be at times when you are feeling at your most vulnerable and anxious.
So, what should you do if you want on the spot help when using the health service? The NHS expects all members of staff to listen and respond to you to the best of their ability. But sometimes, you may wish to talk to someone employed especially to help you. The Patient Advice and Liaison Service, known as PALS, has been introduced to ensure that the NHS listens to patients, their relatives, carers and friends, and answers their questions and resolves their concerns as quickly as possible.
PALS also helps the NHS to improve services by listening to what matters to patients and their loved ones and making changes, when appropriate.
In particular, PALS will:
If you would like more information about PALS, the functions it is intended to provide and the standards it should strive to achieve , follow this link.
You have the right to be registered with a GP. You have the right to receive healthcare based on your health needs. You have the right to confidentiality and to be treated with respect and dignity. You have the right to receive information on the care you are receiving and be part of the decision making process of that care.
You have the right to accept or refuse treatment. You have the right to make a complaint about the care you receive. You have the right of access to your medical records, although there may be a small charge for this.
You also have the responsibility to be on time for your appointments (or cancel them if no longer required), treat the Practice staff and other visitors to the practice with respect and consideration (violence or abuse is totally unacceptable, such behaviour may result in the patient being removed from our lists), follow the advice that has been given to you (including taking medications prescribed), use services appropriately and to look after your own healthcare.
Healthwatch England is the national consumer champion in health and care. We have significant statutory powers to ensure the voice of the consumer is strengthened and heard by those who commission, deliver and regulate health and care services. We offer a free and independent service
The Healthwatch network is made of up of local Healthwatch across each of the 152 local authority areas and Healthwatch England, the national body.
Healthwatch has a common purpose – to ensure the voices of people who use services are listened to and responded to. The network shares a brand, has common values and comes together to work on priority areas and campaigns.
Local Healthwatch across England provide unique insight into people’s experiences of health and social care issues across the country; they are the eyes and ears on the ground telling us what matters to their local communities.
Local Healthwatch across the country provide the local evidence and insight that enables us to build up a bigger national picture by identifying patterns and emerging issues. We use this intelligence to inform our national work, and with the backing of legal powers, raise those concerns with people who commission, regulate and provide health and social care services nationally.
We collect and analyse data and information from national players to identify issues and then share this with local Healthwatch so they can use this analysis in their work with local communities.
We have far reaching statutory powers that extend over key players such as NHS England, the Care Quality Commission, Monitor and each local authority in England. In addition to this formidable group of organisations, we have ultimate recourse to advise the Secretary of State for Health. While we cannot make organisations act on our advice, they must respond in writing and on the public record to justify their decision.
Locally, Healthwatch voices people’s concerns and provides feedback to service providers and commissioners. Through local engagement they collect vital data on how and why people use services in their area. Its place on the Health and Wellbeing Board means local Healthwatch can represent the voice of people in decision making. Local Healthwatch directly supports people in their community by giving them information or signposting them to the local services they need.
Local Healthwatch are independent organisations dealing with local concerns and they are commissioned directly by local authorities, so we at Healthwatch England do not manage their performance. Rather, we work with the network, providing leadership and support as each local Healthwatch builds its profile and impact on local services. Healthwatch England promotes standards and good practice, provides materials, toolkits, information, training and one-to-one support.
A big part of our work is to make the most of the resources, skills and expertise across the entire network, by learning from local Healthwatch, and by helping to provide the tools and opportunities for network members to connect and share expertise, to make a more powerful difference locally. At a national level, we make the case for the resources and the powers that local Healthwatch need to do the ambitious job they have been given.
Healthwatch is unique in that our sole purpose is to understand the needs, experiences and concerns of people who use health and social care services and to speak out on their behalf.
Telephone: 0300 012 0122
Address: The Billingshurst Community Centre, Roman Way, Billingshurst, West Sussex RH14 9QW
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