For all medical advice
Access to Your Information
You are entitled to request access to all personal information including your medical record held by BrisDoc. Normally you will be asked to apply for access in writing and provide identification. Requests will be responded to within 40 working days. You may be charged a fee if you request copies of your personal information or medical record. There is a minimum administration charge of £10 with a maximum charge of £50.
Access to your personal information may be declined in special circumstances, such as where giving access would put you or another person at risk of mental or physical harm. If you believe the information we hold about you is incorrect or an error has been made, please let us know and we will correct it or add a notation to your medical record.
Requests for access to your medical record should be addressed to the Head of Governance at the address above.
Patient feedback: Your experience of our service
Comments, suggestions and complaints
We aim to continually provide a high quality service that delivers excellent care to our patients. Although we are proud of the service we provide, we recognise that problems do sometimes arise. Your feedback – whether positive or negative – will therefore help us to make changes to improve the care our patients receive. We have a dedicated Quality Manager who is responsible for handling comments, suggestions as well as resolving complaints about our service.
If you are unhappy with the care either you or a relative has received and therefore wish to make a formal complaint, the following process will apply:
- All complaints – verbal or written – will be recorded and acknowledged in writing within two working days.
- We will respond with an evaluation of the situation within 25 working days after a thorough investigation has taken place. This will highlight what happened, why it happened and what actions will be implemented to prevent a reoccurrence.
- If the outcome of the evaluation is not to your satisfaction, we will invite you to a meeting to discuss the issue further, as well as advise you on how to take further action if you feel this is necessary.
- We are also very keen to hear when you have had a particularly good experience with our service. If you feel that we have gone over and above your expectations, please contact our Quality Manager who will ensure that your comments are fed back to the relevant staff members or Doctors involved in your care.
Patient Feedback, BrisDoc Healthcare Services, Unit 21 Osprey Court, Hawkfield Business Park, Whitchurch, Bristol, BS14 0BB