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Complaints and Data Protection

IPSA Medical & Pharmacy Complaints Procedure

GPHC Premise registration number: 1113425

CQC Provider ID: 1-460603432

Owned by: IPSA Pharmacy Limited and IPSA Enterprise Limited

Superintendent Pharmacist Details: Mr Amir Abedini

If any reason you have any complaints regarding our any of services please write to the following address:

Customer Services Manager
IPSA Pharmacy Ltd
7 Harben Parade,
Finchley Road,
London
NW3 6JP

 

IPSA Medical Complaints Procedure

IPSA Medical Clinic is committed to providing a high quality private medical service to all patients. All clinic staff recognise that there may be occasions when patients may wish to complain about some aspect of the healthcare service which has been offered or received.
Please feel rest assured that your complaint will be taken very serious no matter what. We will do everything in our power to address and resolve any issue you may about the clinic, treatment, doctor or member of staff.

If you feel you wish to discuss an issue, or indeed make a complaint, we would kindly ask that you bring this to the attention of a member of practice staff as soon as possible. This complaints procedure ensures that your complaint will be dealt with as quickly as possible.

Verbal Complaints
If you wish to speak to someone about an aspect of the IPSA Medical Clinic, please try to do so as soon as possible, preferably before you leave the clinic premises. Our Clinic staff will make every effort to resolve your complaint as quickly as possible. If your concerns are not resolved to your satisfaction, you will be advised on the process to make a formal written complaint.
If you prefer to speak on the phone you may call us on 0207 449 9490.

Written Complaints
All written complaints should be addressed to Dr Ambia Mustafa, Registered Manager at the practice address: IPSA Medical Clinic, Lower Floor 7 Harben Parade, Finchley Road, London NW3 6JP.
Please describe as fully as you can the nature of your complaint stating the following information.

• What are you unhappy about
• When the incident took place
• What clinic staff were present at the time

Your complaint will be acknowledged in writing within two (2) working days of receiving the letter, unless a full reply can be sent to you within seven (7) working days.

Dr Mustafa will carry out a full investigation of the nature of your complaint and offer to meet with you in order to resolve the issue/s. You will receive a full written response within twenty (20) working days of the complaint being received.

If a full response cannot be given within twenty (20) working days of receiving your complaint, Dr Mustafa will write to you to explain the reason for the delay. You will receive a full written response within five (5) days of a conclusion being reached.

Care Quality Commission
If you are still unhappy about the outcome of your complaint, you may wish to contact the Care Quality Commission, the organisation that regulates IPSA Medical Clinic. The address is: Care Quality Commission, Citygate, Newcastle upon Tyne, NE1 4PA. Telephone: 03000 616161. Internet: http://www.cqc.org.uk

The Patients Association. This Charity Speaks up for patients
0845 608 4455 www.patients-association.org.uk

Please be assured that IPSA Medical Clinic will deal with all complaints confidentially and following investigation, will consider making changes to the private medical service to improve the healthcare services on offer to all patients.

GDPR

IPSA PHARMACY AND CLINIC PRIVACY NOTICE

We process your personal data, which includes your name, contact details, prescription medicines and data from other pharmacy and health care services we provide to you (including, for example, pharmacy medicines, medicine use reviews, flu vaccinations and stop smoking services) for the purposes of:

Your care – providing pharmacy services and care to you and, as appropriate, sharing your information with your GP and others in the wider NHS;

Our payments – sharing your information with the NHS Business Services Authority, others in the wider NHS, and sometimes Local Authorities, and only limited information to those external to the NHS who negotiate and check the accuracy of our payments; and,

Management – sharing only limited information with the NHS Business Services Authority and others in the wider NHS, and sometimes Local Authorities; as well as those external to the NHS who ensure we maintain appropriate professional and service standards and that your declarations and ours are accurate.

We hold your information for as long as advised by the NHS and CQC. You have a right to a copy of the information we hold about you, generally without charge. You may seek to correct any inaccurate information.

We process your personal data in the performance of a task in the public interest, for the provision of healthcare and treatment and the management of healthcare systems. A pharmacist is responsible for the confidentiality of your information. You may object to us holding your information. You may also lodge a complaint with the Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF. Please ask if you want more information

Our Data Protection Officer is Dr Ambia Mustafa, 7 Harben Parade, Finchley Rd, London, NW3 6JP

Our pharmacists, doctors and their staff are members of your local healthcare team.

They aim to provide you with the highest quality of healthcare. To do this they need to keep records about you, your health and the care we have provided or plan to provide to you.

We know that you value your privacy and the security of personal information held about you.

Information recorded

As part of providing a professional, safe and efficient service, there is certain information that we record. This includes details of drugs and appliances dispensed against NHS prescriptions as well as significant advice given, and referrals made to other health professionals and any other relevant information.

 

Information recorded may include:

• basic details about you, such as address, date of birth, next of kin;
• records of medicines you have been prescribed by your doctor or another qualified prescriber, and which have been supplied by this pharmacy;
• details of medicines purchased from the pharmacy without a prescription (“over the counter medicines”);
• other details and notes about your health and medical treatment;
• information relevant to your continued care from other people who care for you
and know you well, such as other health professionals and relatives; and
• any other services we provide to you, for example, a flu vaccination

• Gp consultation records

 

Processing Information

We process your personal data, which includes
information from your prescriptions and any other pharmacy and health care services we provide to you (including medicines use reviews, flu vaccinations, stop smoking services etc.) for the purposes of:

Your care – providing pharmacy services and care to you and, as appropriate, sharing your information with your GP and others in the wider NHS;

Our payments – sharing your information with the NHS Business Services Authority, others in the wider NHS, and sometimes Local Authorities, and only limited information to those external to the NHS who negotiate and check the accuracy of our payments; and,

Management – sharing only limited information with the NHS Business Services Authority and others in the wider NHS, and sometimes Local Authorities; as well as those external to the NHS who ensure we maintain appropriate professional and service standards and that your declarations and ours are accurate.

We hold your information for as long as advised by the NHS and CQC.

We process your personal data in the performance of a task in the public interest for the provision of healthcare and treatment. A pharmacist or doctors is responsible for the confidentiality of your information.

 

Your Rights

You have the right to confidentiality under the General Data Protection Regulation and the Data Protection Act 2018 and the common law duty of confidence.

We also comply with the NHS Code of Practice on Confidential Information and pharmacists have a requirement under their professional standards to keep records about you confidential, secure and accurate.

All of our staff contracts of employment contain a requirement to keep patient information confidential.

Our guiding principle is that we process your records in strict confidence.

 

Your right to view your health record

You have the right to ask for a copy of all pharmacy records about you (generally in paper or electronic form).

Generally, there will be no charge for a printed copy of the information we hold about you. We are required to respond to your request within one month.

You will need to give adequate information in order for pharmacy staff to identify you (for example, full name, address and date of birth). You will be required to provide ID, for example a passport, full driving licence or credit/debit card before any information is released to you.

If you think any information we hold on you is inaccurate or incorrect, please let us know.

You may object to us holding your information.

You may lodge a complaint with the Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF.

Our Data Protection Officer is Dr Ambia Mustafa, 7 Harben Parade, Finchley Rd, London, NW3 6JP