From time to time wires get crossed! We are not deliberately trying to upset you! Please air your complaint to the Practice Manager either verbally or in writing. She will outline our complaints procedure and endeavour to resolve the problem. Any complaint or concern raised will not compromise care received.
The practice does not discriminate on the following grounds: race, gender, age, social class, religion, sexual orientation, appearance, disability or medical condition.
We aim to treat our patients courteously at all times and expect our patients to treat our staff in a similarly respectful way. We take seriously any threatening, abusive or violent behaviour against any of our staff or patients. Please note that any patient who displays unacceptable behaviour will be removed from our practice list.
We are a zero tolerance practice
Our Practice Charter
We undertake to:
- Treat you with respect and courtesy at all times.
- Provide you with advice and treatment in a timely manner.
- Help you make decisions about your health by treating you as an equal.
- Discuss what treatment is available and refer you on to other experts where necessary.
- Act as your advocate and guide through health and social services.
- Maintain confidentiality in what we discuss and the records we keep on your behalf.
- Keep up to date with developments in health care by continuing to learn.
In return we ask you to:
- Keep your appointment, or let us know as soon as possible if you can”t.
- Only use the out-of-hours services in an emergency.
- Be nice to our staff! They do their best for you and respond very well to “please” and “thank you”.
- Let us know if you have any suggestions or cause for complaint as soon as possible.
- Let us know when we have done well.
We respect the right to privacy and keep all your health information confidential and secure. All patient information is treated as strictly confidential and will not be disclosed without written consent.
Castletown Medical Centre has a legal duty to explain how we use any personal information we collect about you, as a registered patient, at the practice. Staff at this practice maintain records about your health and the treatment you receive in electronic and paper format.
What information do we collect about you?
We will collect information such as personal details, including name, address, next of kin, records of appointments, visits, telephone calls, your health records, treatment and medications, test results, X-rays etc and any other relevant information to enable us to deliver effective medical care.
How we will use your information.
Your data is collected for the purpose of providing direct patient care; however, we can disclose this information if it is required by law, if you give consent or if it is justified in the public interest.
In order to comply with its legal obligations, this practice may send data to the Department of Health & Social Care when directed by the Health Minister under the Health & Social Care Act 2012. Additionally, this practice contributes to national clinial audits and will send the data that is required by the Department of Health & Social Care when the law allows. This may include demographic data, such as date of birth, and information about your health which is recording in coded form; for example, the clinical code for diabetes or high blood pressure.
Processing your information in the way and obtaining your consent ensures that we comply with Articles 6(1)(c), 6(1)(e) and 9(2)(h) of the GDPR.
Maintaining confidentiality and accessing your records.
We are committed to maintaining confidentiality and protecting the information we hold about you. We adhere to the General Data Protection Regulation (GDPR), the NHS codes of Confidentiality and Security, as well as guidance issued by the Information Commissioner’s Office (ICO). You have a right to access the information we hold about you, and if you would like to access this information , you will need to complete a Subject Access Request (SAR). Please ask at reception for an SAR form and you will be given further information. Furthermore, should you identify any inaccuracies; you have a right to have the accurate data corrected.
Risk stratification is a mechanism used to identify and subsequently manage those patients deemed as being at high risk of requiring urgent or emergency care. Usually this includes patients with long-term conditions e.g cancer. Your information is collected by a number of sources, including Castletown Medical Centre and this information is processed electronically and given a risk score which is relayed to your GP who can then decide on any necessary actions to ensure that you receive the most appropriate care.
You have a right to object to your information being shared. Should you wish to opt out of data collection, please contact a member of staff who will be able to explain how you can opt-out and prevent the sharing of your information; this is done by registering to opt-out online (national data opt-out programme) or if you are unable to do so or do not wish to do so online, by speaking to a member of staff.
In accordance with the NHS codes of Practice for Records Management, your healthcare records will be retained for 10 years after death, or if a patient emigrates, for 10 years after the date of emigration.
What to do if you have any questions.
1. Contact the practice’s data controller via email at [email protected] GP practices are data controllers for the data they hold about their patients.
2. Write to the data controller at Castletown Medical Centre.
3. Ask to speak to the Practice Manager Mrs Debbie Longan.
The Data Protection Officer (DPO) for Castletown Medical Centre is Mrs Debbie Longan.
In the unlikely event that you are unhappy with any element of our data-processing methods, you have the right to lodge a complaint with the ICO. For further details, www.inforights.im and select Making a complaint.
Text message confirmation
When you book an appointment you will automatically be sent a confirmation text. A reminder text will also be sent nearer to your appointment date. Please make sure we have your current mobile telephone number! Let reception know if you wish to opt out of this service.