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Privacy Notice & GDPR

Patient confidentiality


We provide a confidential service to all our patients, including under 16s.  Whilst you can tell others about your visit to the surgery, we can’t without breaking confidence.

The only reason we might have to consider passing on confidential information without your permission would be to protect you or someone else from harm. We would always try to discuss this with you first.  Access to information held in medical records is strictly controlled with levels of access restricted and dependant upon the work that needs to be undertaken.  If you have any concerns regarding confidentiality please contact the Practice Manager, Samantha Jones.  The Information Commissioner’s Office (ICO) upholds information rights in the public interest, promoting openness by public bodies and data privacy for individuals.  If you wish to contact the ICO please contact them via email or tel: 0303 123 1113. 

For further information please see our practice privacy notice. Practice Privacy Notice

Access to medical records

The practice is registered and complies with the GDPR legislation 2018. Any request for access to notes by a patient, patient’s representative or outside body will be dealt with in accordance with the Act. Please contact the practice for further information.

Freedom of Information:

Service Satisfaction/Complaints 

Our aim is to give you the highest possible standard of service, however, if you have a complaint or concern about the service you have received from the doctors or any of the staff working at the Practice, please let us know. We operate a practice complaints procedure as part of a NHS system for dealing with complaints. Our complaints system meets national criteria as laid down by the NHS.

We hope that most problems can be sorted out easily and quickly, often at the time they arise and directly with the person concerned. If your problem cannot be resolved in this way and you wish to make a complaint, we would like you to let us know as soon as possible, ideally within a matter of days or at most a few weeks, because this will enable us to establish what happened more easily. If it is not possible to do this, please let us have details of your complaint.

Complaining on behalf of someone else

Please note that we keep strictly to the rules of patient medical confidentiality. Therefore if complaining on behalf of someone else, we must be assured that you have his or her permission to do so. A note signed by the patient concerned will be needed, unless they are incapable (because of illness) of providing this.

Complaints should be addressed to:

The Practice Manager
the old exchange @ east street
East Street
St Ives
PE27 5PB

Alternatively, you may ask for an appointment with our practice manager in order to discuss your concerns (Tel: 01480 497477). The practice manager will explain the complaints procedure to you and will make sure your concerns are dealt with promptly. It will be a great help if you are as specific as possible about your complaint.

Violent or Abusive Behaviour

In the event of any patient becoming violent or abusive towards the medical or administrative staff or other patients here at our surgery, they will be asked to leave the premises and if they do not do so the Police will be contacted. The person will then be removed from our practice list.

Suggestions Box

Customer service formA suggestions box is available in reception. We welcome any comments about our services, good or bad! With your help we can continue to improve our services.

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