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Confidentiality & How to complain

Confidentiality

padlocked_foldersWe respect your right to privacy and keep all your health information confidential and secure.

It is important that the NHS keeps accurate and up-to-date records about your health and treatment so that those treating you can give you the best possible advice and care.

This information is only available to those involved in your care and you should never by asked for personal medical information by anyone not involved in your care.

You have a right to know what information we hold about you. If you would like to see your records, please call our Practice Business Manager, Ann Smith at Bramhall.

Complaints

We welcome all patient feedback, especially where patients have suggestions or ideas for improvements. 

Of course, whilst we make every effort to give the best service possible to everyone who attends our Practice we acknowledge that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably as possible. 

In the first instance please discuss your complaint with the staff member concerned.  Where the issue cannot be resolved at this stage, please contact: Patient Services Manager, Jenny Taylor, 0161 204 4236, Jenny.Taylor9@nhs.net   who will try to resolve the issue for you and offer you further advice on our complaints procedure.  

For further advice please take one of our “Complaints & Comments Leaflet” from the Reception desk.

Patients can also complain to NHS England

https://www.england.nhs.uk/contact-us/complaint/

By post to:

NHS England
PO Box 16738
Redditch
B97 9PT

By email to: england.contactus@nhs.net

If you are making a complaint please state: ‘For the attention of the complaints team’ in the subject line.

By telephone: 0300 311 22 33

British Sign Language (BSL): If you use BSL, you can to talk to us via a video call to a BSL interpreter. Visit NHS England’s BSL Service.


If we are unable to resolve the problem, patients have the right to contact
Customer Helpline

Parliamentary and Health Service Ombudsman 0345 015 4033

8:30am - 5:30pm Monday - Friday



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