The practice complies with Data Protection and Access to Medical Records legislation and follows the HSCIC Code of Practice on Confidential Information (2014).
Identifiable information about you will only 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.
If you wish for information about you to be shared with another person (e.g. a family member or spouse), please read the James Cochrane Practice Patient Confidentiality Charter below, and download and complete our Consent to Disclose Confidential Medical Information form:
We may also disclose confidential information to your relatives if they have Lasting Power of Attorney, please bare in mind that there are two different types. The practice requires a copy of Lasting Power of Attorney for Health and Welfare.
If you have lasting Power of Attorney for Property and Finance the practice will not be able to accept this.
If you have any queries regarding this please ask next time you’re in the practice.
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.
The two leaflets below describe in more detail how the surgery uses your health records and about the freedom of information act.
Confidentiality at Reception
A room is available at both sites if patients wish to discuss anything in private.
When you are queuing at reception, please respect the privacy of the patient speaking to the receptionist.
If you have a complaint or concern about the service you have received from the doctors or any of the staff working in this practice, please let us know.
How to Complain
Most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be sorted out in this way and you wish to make a complaint, let us know as soon as possible – ideally, within a matter of days or at most a few weeks. This makes establishing what really happened easier.
Sometimes there may be a delay; however you should submit the details of your complaint:
- Within 6 months of the incident that caused the problem
- Within 6 months of discovering that you have a problem, provided this is within 12 months of the incident.
Complaints should be addressed to Mrs Victoria Taylor (Patient Services Manager) in writing or alternatively, you may wish to discuss your concerns with her over the telephone. She will explain the complaints procedure to you and will make sure that your concerns are dealt with promptly.
What the practice will do
The practice will acknowledge your complaint within three working days and will launch an investigation into your complaint. You will then receive a response, usually in writing, offering an explanation into the circumstances.
The practice aims to:
- find out what happened and what went wrong
- make it possible for you to discuss the problem with those concerned, if you would like this
- make sure you receive an apology, where this is appropriate
- identify what can be done to make sure the problem doesn’t happen again
How to complain on behalf of someone else
If you are complaining on behalf of someone else, Mrs Taylor has to know that you have their permission to do so. A letter signed by the person concerned will be required, unless they are incapable (because of illness) of doing this.
If you remain dissatisfied
You may wish to contact the Patient Advice & Liaison Service (PALS, Westmorland General Hospital, Burton Road, Kendal LA9 7RG; Telephone 01539 795497). The PALS service is there to provide on the spot help to patients, carers and relatives and where necessary, deal with any concerns they may have quickly and effectively.
Alternatively, you may wish to seek further advice from the Independent Complaints Advocacy Service (ICAS). ICAS provides support to people wishing to complain about the treatment or care they receive under the NHS. Trained advocates (also known as case workers) with the knowledge of the NHS complaints procedure help people to understand whether they wish to pursue a complaint, and where required advocates provide support to people in making and progressing complaints.
ICAS Helpline: 0808 802 3000
Local office: The Executive Centre Newcastle, Cuthbert House, City Road, All Saints, Newcastle upon Tyne, NE21 2E.
If you remain unhappy after everything has been done to try to resolve your concern or complaint you have the right to approach the Health Service Ombudsman. Tel: 0345 015 4033
Write: Millbank Tower, Millbank, London SW1P 4QP.
There is wheelchair access through the main entrance at both surgeries.
A wheelchair is available on request at reception at Helme Chase Surgery.
All consulting rooms at Maude Street Surgery are on the ground floor and we have a lift at Helme Chase Surgery.
If you are using a hearing aid with a ‘T’ switch, there is a built in induction loop at Helme Chase and a neck loop available at Maude Street.
Both surgeries are equipped with disabled toilet facilities. If you need any special assistance please ask any member of staff who will be pleased to help you.
The James Cochrane Practice believes fairness, equity and above all values diversity in all dealings, both as provider of health services and employers of the people.
The James Cochrane Practice is committed to eliminating discrimination on the basis of gender, age, disability, race, religion, sexuality or social class. We aim to provide accessible services, delivered in a way that respects the needs of each individual and does not exclude anyone. By demonstrating these beliefs the practice ensures that it develops a healthcare workforce that is diverse, non-discriminatory and appropriate to deliver modern healthcare.
The James Cochrane Practice intends to embed its equality and diversity values into every day practice, policies and procedures so that equality and diversity becomes the norm for all.
Equality is not about treating everyone the same, it is about ensuring that access to opportunities are available to all by taking account of people’s differing needs and capabilities.
Diversity is about recognising and valuing differences through inclusion, regardless of age, disability, gender, racial origin, religion, belief, sexual orientation, commitments outside work, part-time or shift work, language, union activity, HIV status, perspectives, opinions and person values etc.
The James Cochrane Practice supports working towards developing a workforce that is representative of the community it serves.
The point of contact for the practice for any enquiries relating to Equality and Diversity is Mr Adrian Eglington, Practice Business Manager.
The James Cochrane Practice has a full chaperone policy in place. Patients are entitled to be accompanied by a chaperone for any consultation, examination or procedure. If you would like a chaperone please advise reception at the time of booking your appointment, if a chaperone is not available you can reschedule your appointment. If you would like more details or a full copy of the policy please ask at reception.
The James Cochrane Practice has a full consent policy in place. This refers to a patient’s agreement for a health professional to provide care. Consent may be given non-verbally, orally or in writing. If you would like more details or a full copy of the policy please ask at reception.