In accordance with the Data Protection Act 2018 and Access to Health Records Act, patients may request to see their medical records. For more information please see our practice leaflet. You can also view you GP Health record through the NHS App.

You need to prove who you are to get full access to the NHS App.

With full access you can:

• order repeat prescriptions and nominate a pharmacy where you would like to collect them.
• view your GP health record to see information like your allergies and medicines (if your GP has given you access to your detailed medical record, you can also see information like test results).
• book and manage COVID-19 vaccinations · register your organ donation decision.
• Register your organ donation decision.
• choose how the NHS uses your data.
• view your NHS number (find out what your NHS number is)
• use NHS 111 online to answer questions and get instant advice or medical help near you.

Patient Complaint, concern or compliments

If you have a complaint, concern or compliments about the service you have received from the team working at this practice, please let us know.  We operate a Practice Complaint Procedure as part of an NHS complaint system, which meets national criteria.

How to Complain
We hope that we can sort most problems out easily and quickly, often at the time they arise and with the person concerned. If you wish to make a formal complaint, please do so AS SOON AS POSSIBLE ideally within a matter of a few days. This will enable us to establish what happened more easily. If doing that is not possible your complaint should be submitted within 12 months of the incident that caused the problem; or within 12 months of discovering that you have a problem.
You should address your complaint:

In person – ask to speak to the Business Manager.

In writing – some complaints may be easier to explain in writing, please give as much information as you can, then send your complaint to the practice for the attention of the Business manager (you can use the attached form). The Business Manager will make sure that they deal with your concerns promptly and in the correct way. You should be as specific and concise as possible.

Complaining on behalf of someone else
We keep strictly to the rules of medical confidentiality (a separate leaflet giving more detail on confidentiality is available on request). If you are not the patient, but are complaining on their behalf, you must have their permission to do so. An authority signed by the person concerned will be needed, unless they are incapable (because of illness or infirmity) of providing this.

What we will do:
We will acknowledge your complaint within 3 working days and aim to carry out a full investigation as soon as possible. If we expect our investigation to take some time, we will explain the reason for the delay and tell you when we expect to finish. When we investigate your complaint, we will:
Investigate the circumstances, make it possible for you to discuss the problem with those concerned, make sure you receive an apology if this is appropriate, and take the necessary steps to make sure any problem(s) do not arise again. 

Taking it further
We hope that, if you have a problem, you will use our practice complaints procedure. We believe that this will give us the best change of putting right whatever has gone wrong and the opportunity to improve our practice. However, if you feel you cannot raise your complaint with us or you are dissatisfied with the way we are dealing with your complaint, you may refer the matter to: 

By Post:
NHS England, PO Box 16738, Redditch, B97 9PT

Electronically:
england.contactus@nhs.net – please write “For the attention of the Complaints Manager in the subject line.

By Telephone:
0300 311 2233 (Monday to Friday 9am to 5pm except Wednesdays when open at 9.30am, excluding Bank Holidays

Information about the General Practitioners 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.

All GP practices are required to declare the mean earnings (e.g. average pay) for GPs working to deliver NHS services to patients at each practice. The average pay for GPs working in Cowes Medical Centre in 2019/2020 was £86,700 before tax and National Insurance. This is for 1 full time GP, 4 part time GPs and 4 locums who worked in the practice for more than six months.

Patient Rights & Responsibilities

Users of the National Health Service have rights. The following explains what they are. They fall into three main categories.

Legislated Rights

Rights that have been written into law by means of Parliamentary Acts or Bills. (For example, UK GDPR and DPA 2018). As a patient of the NHS you have 7 rights.

• You are entitled to receive health care on the basis of clinical need, regardless of your income.
• You are entitled to be registered with a Medical practice. You are entitled to change your practice at any time. You do not have to give a reason for your decision.
• You are legally entitled to accept or refuse treatment as you see fit. This includes examinations, tests, diagnostic procedures, medication, operations, etc.
• You can refuse to be involved in research trials. If you do not agree to be involved in research trials, you can withdraw at any time.
• You are entitled to equal treatment regardless of race, gender, age or disability.
• You have a right to information on GP practices in your area and the services they provide. All practices must provide an information leaflet.
• You have a right to confidentiality. Personal information about your health is confidential and should only be disclosed to those who need that information to provide you with effective treatment, you can consent to share with other individuals outside of the NHS

Access to your Health Records.

You have a legal entitlement to see a copy of the records held about you. All records stored on computer can be accessed. If you wish to see your records you should apply in to the practice for a Subject Access Request.

Guideline Rights

• You are entitled to have reasonable access to high quality service and facilities.
• You are entitled to information on what is wrong with you and the treatment options available. Ask questions. You should be given truthful, clear answers.
• You are entitled to ask for a second opinion on your diagnosis or treatment.
• You can ask to have someone with you (friend, relative, interpreter) at any time. You may find this beneficial, particularly if you are asking questions or need moral support.

Human Rights

It is your right to be treated as a human being by another human being and as they would wish to be treated themselves, i.e. with dignity, politeness, respect and consideration. These may not necessarily be covered legally or even be contained in guidelines, but human rights will come into many of the areas mentioned above and are certainly just as important.

Consent

A doctor, nurse, or anyone else looking after your health, has to have your agreement before they can examine or treat you. This policy applies to both children and adults. Your consent will be sought before any of your information is shared with any individual not connected with your direct health care.

Patient Responsibilities

Patients, too, have certain responsibilities:

• Keeping appointments:  Please try to arrive on time. If you are unable to attend an appointment, please inform the clinic or surgery in good time. Address. If you move house, change address or telephone number, or the postcode is changed, please inform your GP practice or outpatient clinic.
• Treat all healthcare staff in a reasonable, courteous manner.
• Use emergency services in a responsible manner. Please use the out-of-hours services for emergencies only and not for routine care.
• Take care with medicines. Medicines are for one person only and should not be shared. Keep them safely away from children and in the original container. Take any unwanted medicines to a chemist for safe disposal.

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.

General

Practice365 strives to ensure that its services are accessible to people with disabilities. Practice365 has invested a significant amount of resources to help ensure that its websites are made easier to use and more accessible for people with disabilities, with the strong belief that every person has the right to live with dignity, equality, comfort and independence.

This accessibility statement applies to websites hosted by Practice365.co.uk.

Accessibility on Practice365

We want as many people as possible to be able to use this website. For example, that means you should be able to:

• change colours, contrast levels and fonts
• zoom in up to 300% without the text spilling off the screen
• navigate most of the website using just a keyboard
• navigate most of the website using speech recognition software
• listen to most of the website using a screen reader (including the most recent versions of JAWS, NVDA and VoiceOver)

We’ve also made the website text as simple as possible to understand.

AbilityNet has advice on making your device easier to use if you have a disability.

How accessible this website is

We know some parts of this website are not fully accessible:

• most older PDF documents are not fully accessible to screen reader software

Enabling the Accessibility Menu

Disclaimer

Practice365 continues its efforts to constantly improve the accessibility of its site and services in the belief that it is our collective moral obligation to allow seamless, accessible and unhindered use also for those of us with disabilities.

Here For You

If you are experiencing difficulty with any content on Practice365 website, widget, any of its services or require assistance with any part of our site or software, please contact us during normal business hours as detailed below and we will be happy to assist.

Contacting Us

If you wish to report a problem, have any questions or need assistance, please email us at hello@iatropartners.co.uk

Enforcement procedure

The Equality and Human Rights Commission (EHRC) is responsible for enforcing the Public Sector Bodies (Websites and Mobile Applications) (No. 2) Accessibility Regulations 2018 (the ‘accessibility regulations’). If you’re not happy with how we respond to your complaint, contact the Equality Advisory and Support Service (EASS). If you are based in Northern Ireland, please reefer to Equalities Commission for Northern Ireland (ECNI) instead of the EASS and EHRC.

The NHS operate a zero tolerance policy with regard to violence and we require everyone to treat our staff patients and others persons with dignity and respect at all times. 

Any patients who fail to do so may have their call terminated without warning.

This practice does not tolerate aggression in any form. A patient committing an act of violence or aggression will be reported to the police and will be removed from our list of patients.

Alternative arrangements for the care of violent or aggressive patients will be provided by the IOW ICB.