Access to medical records

The practice is registered and complies with the Data Protection Act 1998. Any request for access to notes by a patient, patient’s representative or outside body will be dealt with in accordance with the Act.

Acquiring access to medical records will usually incur a fee, which is dependent on whether or not the records are required in computerised or manual form. Please contact the Practice Manager for more details.

Patient confidentiality

We 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 care.

This information may be used for management and audit purposes. However, it is usually only available to, and used by, those involved in your care. You have the right to know what information we hold about you. If you would like to see your records please contact the Practice Manager.

Comments & Complaints

We take complaints very seriously. If you would like to make a complaint regarding the surgery or the services we offer, please contact the Practice Manager by telephone or, if you prefer, in writing or email, addressed to The Practice Manager, west.pottergate@nhs.net  Every effort will be made to answer your concerns as soon as possible.

West Pottergate Medical Practice                                                              

The Health Centre
West Pottergate
Earlham Road
Norwich
NR2 4BX

Constructive suggestions and ideas are also encouraged.

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.

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