Wychall Lane Surgery

FREEDOM OF INFORMATION – PUBLICATION SCHEME

The Freedom of Information Act 2000 obliges the practice to produce a Publication Scheme. A Publication Scheme is a guide to the ‘classes’ of information the practice intends to routinely make available.

A copy of this scheme can be obtained from the South Birmingham Primary Care Trust’s website: www.southbirminghampct.nhs.uk or from the practice by writing to the practice manager for a copy (there will be a charge for the photocopying and postage).

Confidentiality

All the records held in the practice are completely confidential. No identifiable information is released without your written consent. Our computer is used to store some information and this information is covered by the Data Protection Act (1998).

Removals Policy

There are several reasons why patients are removed from the surgery register:

• The patient has moved outside the practice area.
  
• The patient has been verbally abusive to the doctors or staff or their behaviour is inappropriate.
  
• The patient has been violent or has threatened violence.
  
• The patient persistently does not keep appointments, without prior notification.
  
• There is a breakdown of trust in the doctor / patient relationship

We have a duty to protect staff from abuse, harassment and violence, In the case of verbal abuse or harrasment we normally issue a warning but would not hesitate to remove patients immediately if the circumstances warrant this action.

Violent patients will be removed from the practice list immediately, using the relevant NHS procedure, which is part of the NHS Zero Tolerance Project. Any incidents of violence of threatened violence will be reported to the police.

HOW DO I...
Make A Complaint?

We hope that most problems can be sorted out easily and quickly at the time they arise with the doctor/member of staff concerned. However, if your problem cannot be sorted out this way and you wish to make a complaint, please write to the practice manager.

We aim to acknowledge complaints within two working days and aim to have looked into the matter within 10 days of the date when you raised the complaint with us. We shall then be in a position to offer you an explanation, or a meeting to explain our findings.

This does not affect your right to approach the Shared Services Agency if you feel you cannot raise your complaint with us. Their address is:

The Birmingham Primary Care Shared Services Agency
Complaints Department
St Chad’s Court
213 Hagley Road
Edgbaston
B16 9RG.