Confidentiality

The practice complies with Data Protection and Access to Medical Records legislation. Identifiable information about you will be shared with others in the following circumstances:

• To provide further medical treatment for you e.g. from district nurses and hospital services.
• To help you get other services e.g. from the social work department. This requires your consent.
• When we have a duty to others e.g. in child protection cases anonymised patient information will also be used at local and national level to help the Health Board and Government plan services e.g. for diabetic care.

If you do not wish anonymous information about you to be used in such a way, please let us know.

Reception and administration staff require access to your medical records in order to do their jobs. These members of staff are bound by the same rules of confidentiality as the medical staff.

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.

To pursue a complaint please contact the practice manager who will deal with your concerns appropriately. Further written information is available on the complaints procedure from reception.

We are continually striving to improve our service. Any helpful suggestions would be much appreciated and a suggestion box is located in the waiting area.

The Health Service Ombudsman in England

The Parliamentary and Health Service Ombudsman website contains detailed information on raising a complaint about any aspect of the NHS in England. There is also a leaflet explaining the procedure of bringing a complaint to the ombudsman.

Our Contract with You

At Springfield we wish to provide you with a high quality service. In order to achieve this we need to work in partnership

Our commitment to you

• We will respect the confidentiality of individual patients
• We will provide you with a practice leaflet laying out our services and times of opening
• We will provide you with an explanation of our appointments system
• You will be treated with both courtesy and respect by all members of the practice team
•  You will receive excellent medical care
• Your complaints will be taken seriously
• We will continually strive to improve the quality of our service We will be honest and professional at all times

Your commitment to us

• That you read the practice leaflet
• That you keep your appointment or let us know as soon as possible if you cannot attend
• That you treat members of the practice team with the same politeness and courtesy
• That you are honest with us in return
• That you listen carefully to any medical advice
• That you understand that a repeat prescription will not be ready in less than 48 hours