How we handle your data

Practice Plus Group take handling your data very seriously and we work together to handle your data responsibly.

Your rights

You have the right to request a copy of any information that we currently hold about you. In order to receive such information please complete a Data Request.

Alternatively please send your contact details including address to the following address:

Privacy
Practice Plus Group Quality and Governance Team
Practice Plus Group, Unit H2, Harlequin Office Park, Fieldfare, Emersons Green, Bristol, BS16 7FN

Data handling

Practice Plus Group have a team of senior staff members of whom a responsible for the safe handling and transfer of data throughout our Health Care division. Read more about how we handle your data and our privacy and cookie policy for more information.

Key team members:

  • Serious Information Risk Owner: Barry Nee, Chief Information Officer
  • Data Protection Officer: Shepherd Makusha. The DPO can be contacted at dpo@practiceplusgroup.com
  • Caldicott Guardian: Marcelle Michail, Chief Medical Officer and Responsible Officer

Caldicott Guardian

A Caldicott Guardian is a senior person responsible for protecting the confidentiality of people’s health and care information and making sure it is used properly. All NHS organisations and local authorities which provide social services must have a Caldicott Guardian.

If you have any queries regarding the sharing of information, please email caldicott.guardian@practiceplusgroup.com.

Privacy notices

Our privacy notices have been updated to ensure that they are aligned with the new GDPR regulations. Please see the current versions here.

Complaints

Our complaints procedure is based on three stages detailed below and is designed to make sure that we work with you to resolve any complaints as quickly as possible.

Step 1

Contact first with the local manager and clinician to discuss your concerns and if this is the case arrangements will be made for this to happen at a mutually convenient time.

You can make your complaint: In person / by telephone – ask to speak to the manager and investigation will proceed.

Step 2

If you are unhappy with the response you have received from the local manager you can request an internal review. Please contact:

Ross Dowsett
Chief Executive Officer
Practice Plus Group, Unit H2, Harlequin Office Park, Fieldfare, Emersons Green, Bristol, BS16 7FN

Step 3

If, following internal review – stage two, you are still dissatisfied with the outcome of the internal investigations; you may request an external review of your complaint.

Secondary Care complaints guide

For NHS patients:

The Parliamentary Health Service Ombudsman (PHSO)
Millbank Tower
Millbank
London
SW1P 4QP

CQC National Customer
Service Centre
Citygate
Gallowgate
Newcastle upon Tyne
NE1 4PA

The NHS complaints procedure is available through the Department of Health and Social Care’s website.

At anytime you can request that your complaint is handled under the NHS Complaints Procedure, which entitles you to be represented by the Independent Complaints Advocacy Service (ICAS). The Independent Complaints Advocacy Service (ICAS) provides support in dealing with complaints. Details of your local ICAS office can be found on The Advocacy People’s website.

You can also contact ICAS via:

For private patients

Independent Sector Complaints Adjudication Service
70 Fleet Street
London
EC4Y 1EU

More information can be found on the ISCAS website or they can be contacted at info@iscas.org.uk.