Confidentiality

The Wilson Practice takes patient confidentiality extremely seriously. All our staff are bound by a strict code of confidentiality and everyone receives confidentiality training, which is refreshed as a minimum of two years. Personal medical information is held on paper records and increasingly on computer. Our computer is secure and backed up regularly. Practice members have access to your medical records only on a "need to know" basis.

Access to medical records

Your health records are protected by the Data Protection Act 1998. This places strict restrictions on who can see your records. In normal circumstances third parties can only be allowed access after we have received your signed informed consent. We often need to see you to be sure you are aware of what information is requested and what it will be used for.

You have a right to see your own records,  although we do ask that you request this in writing to the Practice Manager. We would normally arrange for a member of staff (usually a doctor) to be present to help explain the terminology. There is usually a small charge for access. This access is guaranteed under the Freedom of Information Act.

The NHS is actively planning an NHS wide computer network that will connect all practice computers together with hospital and outpatient systems. This will improve communication between hospital and practice but does mean that information will increasingly be shared across the whole NHS. You have the right to refuse to allow your information to be used in this way, but need to put your objections in writing. Your refusal may compromise your care in the future.

Comments & Suggestions

We make every effort to give the best service possible to everyone who attends our practice.

However, we are aware that things can go wrong. If this happens to you we would rather you raised your concern with the practice as soon as you can, because we would wish for the matter to be settled as quickly, and as amicably, as possible.

To pursue a complaint please contact Sharon Cox, our Practice Manager on 01420 81988 or e-mail her via mailto:hamp-pct.wilsonpractice@nhs.net

She will listen to your concerns and deal with these, keeping you informed of any outcomes to investigations she might need to undertake.

Further information on our complaints procedure is available to download here or from reception.

We are continually striving to improve our service. Constructive suggestions are always welcome.  Our Patient Participation Group maintains a suggestion box in reception, just outside the Patient Information Room.

The Health Service Ombudsman

The Health Service Ombudsman has published a booklet that describes the ‘six principles for remedy’ in relation to complaints handling and involves:

1. Getting it right
2. Being customer focused
3. Being open and accountable
4. Acting fairly and proportionately
5. Putting things right
6. Seeking continuous improvements

If you remain unhappy after everything has been done to try to resolve your concern or complaint you have the right to approach the Ombudsman.

Tel: 0345 015 4033
Email: phso.enquiries@ombudsman.org.uk
Write: Millbank Tower, Millbank, London SW1P 4QP.

Teaching

We teach both students and qualified doctors, and run a regular education programme to keep ourselves up to date with the ever changing world of NHS health care.

The Wilson Practice has been a teaching and training practice for very many years. We have been selected by The University of Southampton Medical School to provide teaching to both third and fifth year medical students and we are affiliated to the Wessex Deanery to provide post graduate medical education to Foundation Year 2 doctors and Registrars in General Practice.

Medical Students

Third year medical students visit the practice on a weekly basis for a period of time. They usually sit in with one of the Partners during surgery sessions.

Final year medical students (Year 5) are attached to the practice for a period of three weeks during which time they will not only sit in with Partners but also see patients themselves under supervised conditions. Your doctor may have a student with him or her in the surgery; however your permission will always be sought before they remain with you during your consultation. You are entirely at liberty to request that the student is not present during your consultation. We are always grateful for the experience that our patients can give to medical students, who are, of course, tomorrow’s doctors.

Registrars in General Practice

The practice is a recognised training practice within the Wessex Deanery and undergoes regular appraisals and visits in order to ensure that we maintain the exceptional high standards required of a training practice. Dr Mike Hayward and Dr Andy Fellows are both fully qualified trainers which enables them to look after both Registrars and Foundation Year 2 doctors training in general practice. Foundation Year 2 doctors are with us for four months, gaining experience in general practice as part of their general medical post graduate training. Registrars are usually with us for at least one year and are receiving their final training in general practice before becoming fully fledged general practitioners in their own right. Both Foundation Year doctors and Registrars are fully qualified as doctors and will be seeing patients in routine surgeries but are closely supervised by their trainer.

You may be asked if you would agree to have your consultation videoed for consultation, training and examination purposes. These videos are to watch the doctor not the patient! You will always be asked for your express written permission for a video of your consultation to be made and of course it is entirely right for you not to grant this permission if you are in any way uncomfortable about being videoed. Dr Hayward, Dr Fellows and the Registrars are all affiliated to the Winchester Trainers' Group and the Foundation Year doctors will usually be Southampton Medical School graduates.

Disabled Access

The surgery has disabled parking spaces to the front of the building, immediately as you turn off the road. The front entrance has a ramp and automatic doors.

All consulting rooms are on the ground floor and are accessible by wheelchair users. The treatment room has a wheelchair for those temporarily unable to walk.

There are toilets in the front entrance.

The reception desk is accessible to all.

There is a lift to the upstairs areas, to the left of the entrance hall.

Please ask if you need extra help. Please tell us if we have not noticed something that we could do to make your life easier.