Old Mill Surgery

COMPLAINTS

The practice will always try to provide the best service possible, but there may be times when you feel this has not happened. We offer a complaints procedure in line with HSCB guidelines. A patient information leaflet can be obtained from our reception or you can telephone or write to our practice manager.

DATA PROTECTION

The practice is fully computerised and certain information is held about you on our system. This information is covered under the Data Protection Act. The practice is committed to preserving as far as is practical the security of data used by our information systems. Further information leaflets on the Data Protection pinciples are available from reception and are also displayed on the noticeboards within the waiting room area.

THE PRACTICE IS COMMITTED TO PRESERVING AS FAR AS IS PRACTICAL THE SECURITY OF DATA USED BY OUR INFORMATION SYSTEMS. DETAILED BELOW ARE THE EIGHT ENFORCEABLE PRINCIPLES OF GOOD PRACTICE. THIS PRACTICE WILL ENDEAVOUR TO COMPLY WITH THESE PRINCIPLES.

Fairly and lawfully processed

The information to be contained in personal data shall be obtained and personal data shall be processed fairly and lawfully.

Processed for limited purposes and not in any manner incompatible with those purposes

Personal data shall be held for one or more specified lawful purposes.

Adequate, relevant and not excessive

Personal data held for any purpose or purposes shall be adequate, relevant and not excessive to that purpose/s.

Accurate

Personal data shall be accurate and where necessary kept up to date.

Not kept longer than necessary

Personal data held for any purpose shall not be kept longer than is necessary for that purpose.

Processed in accordance with the data subject's rights

An individual shall be entitled:

- without undue delay or expense to be informed by any data user whether he holds personal data of which they are the subject; and to access any such data held by a data user; and

- where appropriate to have such data corrected, blocked, erased or destroyed if they are inaccurate or contain expressions of opinion which are based on inaccurate data.

Secure

Appropriate security measures shall be taken against unauthorised or unlawful processing, or disclosure of data. Where a controller uses the services of a data processor the security arrangements must be part of a written agreement between the two.

Not transferred to countries without adequate protection

Appropriate security measures shall be taken against the transfer of personal data outside the EEA (which consists of Norway, Iceland and Liechtenstein as well as the 25 EU Member States). Personal data may only be transferred to third countries if those countries ensure an "adequate level of protection for the rights and freedoms of data subjects".

MISSED APPOINTMENTS

The practice has the following protocol in place for dealing with patients who do not attend for appointments:

• If two appointments are missed you will receive a warning letter advising that the practice may request Central Services Agency to remove your name from our list if further appointments are missed.
  
  
• If further appointments are missed the practice may request Central Services Agency to remove your name from their list and a letter will be sent advising you of this.
  

All appointments are considered under this protocol ie appointments with our practice nurse, health care assistant, treatment room, specialised clinics etc will be taken into account.

ZERO TOLERANCE

The practice will not tolerate any verbal or physical abuse against any member of staff. If patients are abusive in any way they will be removed from the practice list immediately.

Please remember our staff do a very difficult job and work under the rules and protocols set by the practice.

FREEDOM OF INFORMATION

This website has been prepared with reference to the Freedom of Information Act 2000. If the information that you require is not here please contact the practice and we will try to assist you.