We are bound by a strict code of confidentiality backed up by robust policies, upon all of which our staff are trained. Confidentiality notices are displayed throughout the Practice for patients to read.
East Enfield Medical Practice understands how important it is to keep your personal information safe and secure and we take this very seriously.
We have taken steps to make sure your personal information is looked after in the best possible way and we review this regularly.
How your information will be used
The surgery collects and uses information that you provide to undertake our duty of care and deliver services to you. Where necessary and legally allowed, in line with data protection and privacy duties, we will share your information with external organisations, commissioned partners and contracted service providers, to support the delivery of care and services to you.
Any information we collect may be used to assist us in improving our services to ensure you get the best possible care and treatment.
We may pass your personal information on to the following organisations or people if they require your information to assist them in the provision of your direct healthcare needs, some of these include;
- Hospital professional
- Other GP’s or doctors
- Nurses and other healthcare professionals
- Any other person that is involves in providing services related to your general healthcare including mental health professionals.
Other people who we may provide your information to are;
- Clinical Commissioning groups
- Local authorities
- Community health services
- Public Health
- For the purposes of complying with the law, eg police, solicitors, insurance companies
- Extended access
- Data extraction by CCG
- Anyone else you have given your consent to, to view or receive your record, or part of your record. Please note if you give another person or organisation consent to access your record, we will need to contact you to verify your consent before we release that record. It is important that you are clear and understand how much and what aspect of your records that you give consent to be disclosed.
If you think you may need help with translation, you are very welcome to bring a friend or relative with you (18 and over only please!). Alternatively, let our reception staff know when you book and ask for a double appointment. All our doctors and nurses have access to the “Language Line” telephone translation service to help you.
Several staff speak a second language and may also be able to help with translation, but this will depend on their availability when you come to the surgery. Languages spoken include Bengali, Gujerati, Punjabi, Turkish and Urdu.
If you would like a British Sign Language interpreter, we are very happy to book one for you. Please give us as much notice as your problem allows, as sign language interpreters are often very busy.
Don’t forget you can book appointments online, order repeat medication online and receive text message appointment reminders. Please see the “Appointments” section of the website or come to reception and ask for details.
Named Accountable GP
The Department of Health have introduced a new initiative whereby GP Surgeries are required to allocate a named, accountable GP to all patients including children.
Please note that Named Accountable GPs are responsible for patient’s overall care at the Surgery but they are not required to deliver all patient’s care. Their role is to take lead responsibility for co-ordinating services to patients.
If you or children have been assigned a GP by the Surgery this will usually be the GP you see most frequently. It will not necessarily be the GP named on your medical card. If you wish to change your Named Accountable GP please let us know.
Our Commitment to You:
- You will be greeted politely and treated with respect and courtesy by all members of the health team.
- You will be offered an appointment with a doctor within 48 hours.
- You will be offered a same day emergency appointment if you need to see a doctor urgently.
- You have the right to see your health records, subject to limitation in the law. These are kept confidential at all times.
- All information disclosed to you remains confidential.
- Suggestions, comments and complaints will be dealt with promptly.
Your Responsibility to Us:
- Please treat our staff with courtesy.
- Please inform us if you wish to cancel or postpone an appointment.
- Please remember one appointment is for one patient.
- Please respect our premises and other patients using our services.
- You are largely responsible for your own health and it is up to you to take the advice and actions recommended to you.
- Please advise us of any change of name, address or telephone number.
- Please help us to help you
- We need your help if we are to continue to improve our services to you. We would welcome any comments or views about your experiences.
Suggestions and Complaints
Patient feedback is important to us to help improve our services and all – whether positive or negative – is studied carefully for learning points. We aim to give a friendly and professional service to all our patients. However, if you have any concerns about any aspect of our service or would like to tell us what we can improve, please let us know. Speak to whoever you feel most comfortable with – your GP, our practice managers or our reception staff. All will be happy to help.
If you wish to put your complaint in writing please send your complaint to:
Dr M K Abedi. 340 High Street Enfield EN3 4DE. Email: firstname.lastname@example.org
Our Complaints leaflet and policy is available from reception.
Alternatively, you can contact NHS England. PO Box 16738, Redditch, B97 9PT. Their telephone 0300 311 22 33 (Monday to Friday 8am to 6pm, excluding English Bank Holidays) or email: email@example.com
If you are dissatisfied with the outcome, the Ombudsman is independent of Government and the NHS. You can contact on their helpline on 0345 015 4033, fax them on 0300 061 4000, email them at firstname.lastname@example.org, or correspond via post to Millbank Tower, Millbank, London, SW1P 4QP.
Further information about the Ombudsman is available at www.ombudsman.org.uk
If you need any help from an independent body you may wish to contact London independent Health complaints Advocacy Service, Telephone: 02035535960 or email LondonIHCAS@pohwer.net. POHWER may write letters for you and assist you present your case, if you wish. Their service free of charge.
We operate a strict zero tolerance policy towards violent or abusive behaviour. Our staff are here to help you and it is important that they are never made to feel threatened. The practice will not tolerate aggression or verbal abuse under any circumstances and we will, if necessary, take further action against anyone who acts inappropriately towards any member of staff or on our premises.