Suggestions & Complaints
We strive to provide you with the best possible service but are always open to suggestions or comments on improving it. If you would like to make a suggestion or complain about an aspect of our service please ask reception for the relevant form or contact the practice manager. There is a suggestion box in reception for any comments or suggestions you wish to make.
If you make a formal complaint you need to put it in writing. We will acknowledge your complaint within 48 hours, investigate it and give a written response within ten working days. You can also contact the PALS team at NHS Hounslow who can refer you to the relevant Complaints Manager.
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.
Freedom of Information
The ICO has published a new Model Publication Scheme that all public authorities are required to adopt by 1st January 2009.
Model Publication Scheme - further information