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Practice managers


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Hiya,

I was just wondering. when you make a complaint to a GP surgeries practice manager, do they have the right to tell you who to take it higher to, but then send your emails off and open a case up with YOUR complaint themselves? Is this a breach of confidentiality? Surely it is up to the complainant if they actually want to take the complaint higher. I hope that made sense lol.

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Hi and welcome to CAG. Sorry you were missed.

 

I hope that made sense lol

 

Not really! Can you elaborate a little without being too open?

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  • 4 weeks later...
Hiya,

I was just wondering. when you make a complaint to a GP surgeries practice manager, do they have the right to tell you who to take it higher to, but then send your emails off and open a case up with YOUR complaint themselves? Is this a breach of confidentiality? Surely it is up to the complainant if they actually want to take the complaint higher. I hope that made sense lol.

 

Alalia,

 

Just to explain my insight into this, I’m a Practice Manager for a GP surgery in North Wales.

 

It’s difficult to see exactly what you’re asking here but I ‘think’ that you’re looking to take your complaint to a body outside of the practice, ie/ ombudsman, GMC, health board etc...

 

What I can explain is my understanding and knowledge of the way that we must handle complaints here in Wales. Things may well be different in England and Scotland and so your location will have an effect on the way your complaint is handled.

 

Anyway, it is entirely normal for PM’s to handle a complaint in the first instance. However, in the information that we provide to a complainant we will always provide details of where you can take the complaint if you’re unhappy with our final response.

 

If you were to approach the Health Board initially your complaint would be re-directed to us to deal with. We would not, without first seeking permission, pass your details on to any third party outside of the NHS.

 

We will, almost every time, discuss the case with the complaints team of our health board to seek guidance on how best to address your concerns. However, no personal details would be passed at this stage.

 

Confidentiality exists within the NHS as an entity, we freely share information throughout the NHS. The ability to do this enables us to make referrals to hospitals, deal with prescription requests so on and so forth.

 

If your complaint involves care across different sites, say for example: GP Surgery, Ambulance Service and Hospitals; then the PM whilst investigating the complaint may contact each of the services to get copies of relevant information to assist in their research.

 

GP’s routinely receive information from Hospital Departments for inclusion into your medical records in the form of A+E reports, medication details, specialist letters etc so there is a chance that all of the information needed may already be in the possession of your practice.

 

I repeat however that no details would be passed to an outside body without first seeking your permission.

 

If you have questions or concerns about how your specific case will be handled then please speak to your PM who’ll be happy to talk you through the process. There is an extremely strict set of legislation and procedures that governs the way that we handle complaints, we are always happy to provide copies of the information that explains this to you and if needs be, assist you in accessing other help.

 

There may be provision in your area for some assistance in handling your complaint via the Citizens Advice Bureau / Local Patient Groups etc. Ask your PM / GP or even your local health board for the details of any local schemes.

 

Apologies if this is off-track, I’m only able to see what you’ve written above in order to guide any advice I can give.

 

If you want to take your complaint to another authority then discuss it either with your PM or contact the other authority directly for assistance on how to proceed.

 

I’ll pop a link here to the Welsh PTR leaflet just-in-case you’re local to us…

 

http://www.wales.nhs.uk/sitesplus/861/opendoc/199076

My views are my own and are not representative of any organisation. if you've found my post helpful please click on the star below.

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