Moat House SurgeryWorsted GreenMersthamRedhill, RH1 3PNTel: 01737 642207
The Surgery will be closed on the 4th October 2018 from 12:30 to 18:30 for group training.
Your GP Surgery is the centre of your health care and as such we hold the most comprehensive record of your care in the NHS. Keeping your health records safe is important to us and we are bound by law and professional standards to do so.
What information do you hold about me?
Information about you: Your name, address, contact numbers; and sometimes the names of carers and next of kin.
A record of contact we have had with you, such as letters we have sent or telephone encounters.
A record of your care given to you at the surgery
A record of your care provided elsewhere and shared with us. This will include outpatient consultations, A&E encounters, surgical procedures and test results.
Do you share my information?
To provide you with the service or care you need we will sometimes share information with other care providers but we have strict rules on how and what we share.
Only share your information, unless required by law, if you give us permission to do so.
Only share information when there is a legitimate reason to, such as referring you to a consultant at hospital
Only share what is relevant.
Make sure that we share securely and safely
Make sure the people we share with take the same care with your information as we do
Only share data if we have special permission for health or research purposes, or
we have special permission because the interests of the public are thought to be of greater importance than your confidentiality
Who can see my information?
Only those who are providing you with your care and those who you have given permission to, can see your information.
We do also share information with other organisations not directly involved with your care which is used for statistical and management purposes and risk stratification. This information is anonymous and personal details are not shared.
Who do we share anonymous data with?
Dept of Health, Health Protection Agency
Other NHS Organisations
GP Consortium or Commissioning Group
The ICO has published a new Model Publication Scheme that all public authorities are required to adopt by 1st January 2009. If you wish to make a request there are more details under Further Information to the right of this page.
Model Publication Scheme - further information
The Practice Manager handles all comments or complaints about our services.
We record all complaints. We write to say we have received a written complaint within two working days of receiving it. We respond to all complaints within ten working days.
Where a complaint is about a doctor, you have the right to choose to discuss this with another doctor in the practice if you wish.
Use of the practice complaints procedure does not take away your right to make a complaint to other NHS bodies. However, we find that the sooner we are made aware of your problem, the sooner we can solve it and make sure that it does not happen again. This is your practice and we want to work with you to make it the best. A leaflet containing full information on our complaints procedure can be downloaded below:
The Health Service Ombudsman has published a booklet that describes the ‘six principles for remedy’ in relation to complaints handling and involves:
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: email@example.comWrite: Millbank Tower, Millbank, London SW1P 4QP.
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.
In particular, PALS will:
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.
Being a patient brings with it certain responsibilities and we would ask that you:
As a patient you have the right to:
In so doing, we will :
listen to patients and respect their views about their health
discuss with patients what their diagnosis, prognosis,treatment and care involved
share with patients the information they want or need in order to make decisions
maximise patients’ opportunities, and their ability, to make decisions for themselves
respect patients’ decisions
The practice has been accredited to train fully qualified doctors who wish to enter the speciality of General Practice. The practice needs to be regularly inspected for this purpose and this involves inspection of the medical records.
Only doctors approved for this purpose will do this and they will respect completely the confidentiality of the information. If you do not want your records to be available for inspection, then please inform the practice of your wishes.
Sometimes the doctor may wish to video record their consultations and in this case your permission will always be requested beforehand. We are very grateful for your help in facilitating the training of tomorrow’s doctors.
The practice regularly supports the training of medical students. The receptionist will advise you if a student might be present at a consultation. You are free to refuse if you do not wish a student to be present during your consultation.
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