We always try to provide the best services possible, but there may be times when you feel this has not happened. The following information explains our in-house complaints procedure, Please note that we have to respect our duty of confidentiality to patients and a patient’s consent will be necessary if a complaint is not made by the patient in person.
If you wish to make a complaint, please speak to the Practice Manager or Lead Receptionist. Alternatively put it in writing to the Practice Manager, detailing your complaint, to
Mr Fuad Yazamaidi
Brompton Medical Centre
28a Garden Street
Kent ME7 5AS
You will receive a letter acknowledging receipt of the complaint. We will then be able to investigate the issues and respond accordingly within 14 days, or you may be asked to attend a meeting to discuss the complaint. If this process is delayed for reasons beyond our control i.e annual leave, you will be notified.
Please note that we have to respect our duty of confidentiality to patients and a patients consent will be necessary if a complaint is not made by the patient in person.
Confidentiality & Medical Records
The practice complies with data protection and access to medical records legislation. Identifiable information about you will be shared with others in the following circumstances:
- To provide further medical treatment for you e.g. from district nurses and hospital services.
- To help you get other services e.g. from the social work department. This requires your consent.
- When we have a duty to others e.g. in child protection cases anonymised patient information will also be used at local and national level to help the Health Board and Government plan services e.g. for diabetic care.
If you do not wish anonymous information about you to be used in such a way, please let us know.
Reception and administration staff require access to your medical records in order to do their jobs. These members of staff are bound by the same rules of confidentiality as the medical staff.
Freedom of Information
Information about the General Practioners and the practice required for disclosure under this act can be made available to the public. All requests for such information should be made to the practice manager.
Access to Records
In accordance with the Data Protection Act 1998 and Access to Health Records Act, patients may request to see their medical records. Such requests should be made through the practice manager and may be subject to an administration charge. No information will be released without the patient consent unless we are legally obliged to do so.
The NHS operate a zero tolerance policy with regard to violence and abuse and the practice has the right to remove violent patients from the list with immediate effect in order to safeguard practice staff, patients and other persons. Violence in this context includes actual or threatened physical violence or verbal abuse which leads to fear for a person’s safety. In this situation we will notify the patient in writing of their removal from the list and record in the patient’s medical records the fact of the removal and the circumstances leading to it.