Comments, Compliments & Complaints
We aim to give a friendly and professional service to everyone who attends the Medical Centre. However, if, for any reason, our service should fall below our patients’ satisfaction, we take all complaints very seriously. If you would like to make a complaint regarding the medical centre or the services we offer, please contact the Practice Manager, either by telephone or in writing, who will make every effort to respond to your concerns as soon as possible. All complaints will be treated as confidential.
You may also contact the Practice Manager if you wish to make any comment or compliment the medical centre or staff on services provided.
Keeping Your Records Confidential
Your doctors, their staff and everyone else working for the NHS have a legal duty to maintain the highest level of confidentiality about patient information. In some instances you may be receiving care from other people as well as the NHS. We may need to share some information about you with them, so that we can all work together for your benefit. Anyone who receives confidential information about you is also under a legal duty of confidence. Unless there are exceptional circumstances, e.g. when the health of others is at risk, we will not disclose your information to third parties without your permission.
We will only give your relatives, friends or carers information if you want us to and give us permission. In certain circumstances we are required by law to report information to the appropriate authorities. This information is only provided after formal authority has been given by a qualified health professional. For example:
- Notification of new births
- Where we encounter infectious diseases which may endanger the health of others (e.g. Meningitis or measles, but not HIV or AIDS)
- Where a formal court order has been issued
In order that our services and quality of care can be improved we are required to supply statistical information to agencies who monitor our performance. However, patients’ identities are always protected. Any information supplied remains confidential at all times and cannot be traced to individuals.
Data Protection Act
The practice complies with Data Protection legislation and we make every effort to preserve patient confidentiality. We ask you for personal information to ensure that you receive appropriate care and treatment.
For the practice to function effectively it is sometimes necessary for medical information about you to be shared between members of the practice team. It will also be shared with others only to provide further medical treatment for you, e.g. with the hospital, or to enable you to access other services.
Freedom of Information
The Freedom of Information Act 2000 provides public access to information held by public authorities, including GP Surgeries. It does this in two ways: public authorities are obliged to publish certain information about their activities; and members of the public are entitled to request information from public authorities. The Act covers any recorded information that is held by a public authority in England, Wales and Northern Ireland, and by UK-wide public authorities based in Scotland.
The Act does not give people access to their own personal data (information about themselves) such as their health records. If a member of the public wants to see information that a public authority holds about them, they should make a request under the Data Protection Act 1998.
Certain bodies are only covered for some of the information they hold; GPs, dentists and other health practitioners only have to provide information about their NHS work.
Anyone can make a freedom of information request – they do not have to be UK citizens, or resident in the UK. A Freedom of Information request for information held by Engleton House Surgery should be directed to the Practice Manager.
All GP practices are required to declare the mean earnings (e.g. average pay) for GPs working to deliver NHS services to patients at each practice.
The average pay for GPs working in Engleton House Surgery in the last financial year was £82,330 before tax and National Insurance. This is for 2 full time GPs and 8 part time GPs who worked in the practice for more than six months.
A. Confidentiality Notice
This document and the information contained therein is the property of Engleton House Surgery.
This document contains information that is privileged, confidential or otherwise protected from disclosure. It must not be used by, or its contents reproduced or otherwise copied or disclosed without the prior consent in writing from Engleton House Surgery.
Please click here to read more about the privacy notice
Updating your personal details
Please help us to keep your records up to date and let us know if your name, address or telephone number changes. You can do this either by phoning us on 024 7659 2012 or by completing a change of address form available from reception.
If you are no longer a University student, please may we remind you that you need to register with a Doctor near where you live.
We aim to treat our patients courteously at all times and expect our patients to treat our staff in a similarly respectful way. If any patient is violent or abusive to a doctor, nurse or any other member of staff, we will consider removing them from our Practice list.