Confidentiality

At Worden Medical Centre we respect your right to privacy and keep all your health information confidential & 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 be asked for personal medical information by anyone not involved.

You have the right to know what information we hold about you. If you would like to see your records, please contact the Patient Services Manager, Jacqui Grime.

Our policy on ‘Sharing and Disclosing Patient Information’ is available should you wish to read it. Information regarding Access to Records and Data Protection are available in the Patient Information Folders situated in the waiting areas.

Comments and Complaints

Complaints Procedure

If you have any comments, compliments or complaints regarding the service, please advise Jacqui Grime our Patient Services Manager, or a member of the reception team. Alternatively you can make an appointment with, or write to, our Practice Manager Tracy Williams.

All discussions and correspondence are treated in confidence and you should feel free to express any views you may have.

Our full complaints policy is available to view and download under the Further Information section.

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.

Chaperone Policy

All patients who desire it are entitled to have a chaperone present for any consultation, examination or procedure.

A chaperone may be a family member or friend. You may however prefer a more formal chaperone such as a nurse or other member of staff; wherever possible we would ask that you make this request when you book your appointment so that arrangements can be made, and your appointment is not delayed in any way - if this is not possible we will try to provide a chaperone at the time, but it may occasionally be necessary to reschedule your appointment.

Your doctor or nurse may also require a chaperone in certain circumstances and in accordance with the chaperone policy.

This policy adheres to local and national guidance and policy.

WMC Chaperone Policy

Rights and Responsibilities

The Worden Medical Centre is committed to providing a safe and comfortable environment for patients and staff alike.

You have the right to receive a polite, confidential and efficient service at all times.

It is your responsibility to keep your appointments and arrive on time, or to give adequate notice of cancellation.

Abusive or violent behaviour

We expect patients to treat our staff with respect and courtesy and will not tolerate threatening, violent or abusive behaviour; such behaviour will result in removal from the practice list.

Patients with Special Needs

All patient facilities are located on the ground floor with level access. We also have three parking bays outside our practice entrance which are reserved for patients displaying a disabled sticker.

For patients with a hearing aid, we have a loop system at the front desk; this is a portable device, also available for use in consulting rooms.

We can arrange interpretation and translation services by telephone for patients who do not speak English; please let us know if this service is required when booking an appointment. Alternatively feel free to bring along someone you trust to interpret.

Should you experience any difficulty, please discuss your requirements with the reception team.