Freedom of Information

The Freedom of Information (FOI) Act entitles anybody to ask a Public Authority in England, Wales and Northern Ireland, including Government Departments, for any recorded information that they keep. A list of organisations covered by the Act is available at www.foi.gov.uk/coverage.htm.

This Act will give us all greater access to information about how decisions are taken in Government and how Public Services are developed and delivered.

The FOI Act operates alongside the Data Protection Act, which allows people to access information about themselves (eg personnel records or information held by credit reference agencies) and the Environmental Information Regulations, which give people access to information about the environment.

How Do I Ask For Information?

All requests for information must be made in writing. You must clearly state what information you are requesting and supply your name and address. You do not need to say why you want the information.

What Type of Information Can I Ask To Have?

You can ask to have any recorded information, but some of this is exempt under the Freedom of Information Act. In most cases, we will respond to your request within 20 working days of receiving it and if we cannot, we will explain why and let you know when we will be able to supply the information.

Can My Request Be Declined?

We will provide you with the information unless there is a good reason for not doing so (eg your request relates to someone elses personal details). We will provide you with a reason for declining your request. If you do not find the reason persuasive, you can ask us to reconsider its decision and if the request is still declined, you can ask the Information Commissioners Office to review that decision.

The Information Commissioners Office is an independent body that enforces the FOI Act, the Data Protection Act and the Environmental Information Regulations. For more information, visit http://www.informationcommissioner.gov.uk/ or see the Commissioners FOI leaflet.

What Format Can I Request Information To Be In?

You can say in what format you would prefer to receive the information (eg on paper or electronically). You should discuss these formats with us. In some cases (eg for people with disabilities) there may be entitlement to a particular format; again you should discuss this with us.

How Much Will It Cost To Make A Request?

You may have to pay a fee, either to cover administration costs or to pay photocopying or postage costs. Alternatively, there may be expense involved in finding and supplying information. You will be told in advance if a fee will apply. For further information on this topic relating to Talbot Medical Centre, please refer to www.foi.nhs.uk/Practice?id-215.

How the Practice Uses Personal Health Information

Please ask the Receptionist for a copy of Your Health Records What you need to Know for further information on why information about you is collected and the ways in which this information is used.

Comments & Complaints

Our aim is to help you as best we can and we endeavour to do this in a highly professional way. Sometimes there may be a difference in opinion as to the service you received. Being human, sometimes our standard of care may have been less than we desired, or a misunderstanding may have occurred. We would welcome constructive criticism or comments on the services we provide. If you tell us where problems have arisen it gives us the chance to put things right. We try to provide the best possible service.

If you have any complaints about the service that you have received from the doctors or staff working for this Practice you are entitled to ask for an explanation. Please ask to see the Practice Manager/Assistant Practice Manager or leave your comments in the Suggestion Box in the Waiting Room.

We operate an informal in-house complaints procedure to deal with your complaints. This procedure does not deal with any matters of legal liability or compensation. In some cases the in-house procedure is not an appropriate form of investigation. In which case you will be referred to the appropriate Authority. The in-house procedure does not affect your right to make a formal complaint to NHS Bournemouth & Poole if you wish, nor does it affect your right to seek compensation in law.

Please note that the Practice must ensure strict adherence to the rule of medical confidentiality. We cannot provide medically confidential information without the appropriate authority if you are not the patient in question.

The Health Service Ombudsman

The Health Service Ombudsman has published a booklet that describes the ‘six principles for remedy’ in relation to complaints handling and involves:

1. Getting it right
2. Being customer focused
3. Being open and accountable
4. Acting fairly and proportionately
5. Putting things right
6. Seeking continuous improvements

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: phso.enquiries@ombudsman.org.uk
Write: Millbank Tower, Millbank, London SW1P 4QP.

For further information please download our Complaints Leaflet

PALS (Patient Advice and Liaison Service)

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.

What does PALS do?

In particular, PALS will:

• Provide you with information about the NHS and help you with any other health-related enquiry
• Help resolve concerns or problems when you are using the NHS
• Provide information about the NHS complaints procedure and how to get independent help if you decide you may want to make a complaint
• Provide you with information and help introduce you to agencies and support groups outside the NHS
• Inform you about how you can get more involved in your own healthcare and the NHS locally
• Improve the NHS by listening to your concerns, suggestions and experiences and ensuring that people who design and manage services are aware of the issues you raise
• Provide an early warning system for NHS Trusts and monitoring bodies by identifying problems or gaps in services and reporting them.

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Find out more

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.

Special Facilities Available at the Surgery

For Disabled Patients:

• Automatic doors at the rear main entrance
• Ground floor consulting rooms
• A ground floor WC with special fitments and adequate access
• A call bell at the Surgery front entrance
• Hearing aid fixed loop on the reception desk and a portable hearing aid loop for use in consultations
• Patient care pack (behind reception) with aids to help with writing and poor vision
• Ramp for disabled access from fire exit door.

Baby Changing

A baby changing unit is provided in the larger WC designed for disabled patients. Please use the nappy wrapper provided for soiled items.

Practice Charter

The Talbot Medical Centre Patients Charter is displayed on the notice board in the waiting room and is based on the National Patients Charter. A copy is available on request. Following a discussion with you, you will receive the most appropriate care given by suitably qualified people. No care or treatment will be given without your consent. In the interest of your health it is important for you to understand all the information given to you. Please ask questions if you are unsure about anything.

If you unable to attend an appointment please telephone the Receptionist to advise them as soon as possible as this may be used for another patient, even if at short notice. If you arrive late, you may be asked to re-book or be prepared to wait until the end of Surgery.

Practice staff involved in your care will give their names and how to contact them. All members of our staff will be wearing a badge to indicate their name and area of responsibility.