Your data & rights
Your records, your data, your say.
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Compliments and complaints
Write to the Practice Manager at the surgery, or email healthplus@healthplus.gpnet.je. We acknowledge a complaint within 7 working days and aim to respond within 40. Compliments and suggestions are just as welcome.
Health Plus is committed to delivering a quality service at all times, but we accept that occasionally things go wrong. If you are dissatisfied with any part of the service you have had from our doctors or staff, we would like to hear from you. Equally, if you are pleased with it, or have a suggestion for how we might improve, we are glad to be told.
What to tell us
We need to know the exact nature of the complaint. Please give as much detail as you can about the service provided, the individual or department involved, and why what we offered did not meet your expectations.
How to make a complaint
Make it in whichever form is most convenient to you, though we would rather receive the detail in writing than by telephone, so that all the facts are recorded correctly. Write to or email the Practice Manager:
- Practice Manager, Health Plus, Queens Road Health Centre, Queens Road, St Helier, Jersey JE2 4HY
- Email: healthplus@healthplus.gpnet.je
What happens next
We will acknowledge the complaint within 7 working days, and it is our intention to respond within 40 working days. Where a full response is not possible in that time, because the matter is complex or we have to consult a third party, we will keep you informed of the progress being made. Dr Philippa Bashforth is the responsible officer for complaints handling, with Dr Bryony Perchard as deputy. In all cases your correspondence is treated in strict confidence, with fairness and objectivity.
If you are still not satisfied
If your complaint is about one of our GPs and you remain dissatisfied after our procedure has run its course, you can take the matter further with the Primary Care Governance Team. You may also complain to them directly.
- Primary Care Governance Team Manager, Primary Care Governance Team, First Floor, Maison le Pape, The Parade, St Helier JE2 3PU
- Email: PCGT@health.gov.je
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Data protection
Everyone working here has a legal duty of confidentiality, and we hold your information under the Data Protection (Jersey) Law 2018. The practice is registered with the Jersey Office of the Information Commissioner, number 16459.
Your record is held in both paper and electronic form, kept for the periods set out in the records management code of practice the Island follows, and processed under the Data Protection (Jersey) Law 2018. We have a duty to keep full and accurate records of the care we give you, to keep them confidential and secure, and to provide information in a format you can use.
Your rights
- Ask for access to the personal data we hold about you, including your health record
- Ask us to correct anything inaccurate or incomplete
- Refuse or withdraw consent to your record being shared beyond your care and treatment
- Ask for your information to be transferred to another provider
- Object to your information being used for a purpose beyond your care and treatment
Who to contact
Dr Steven Perchard is the practice Information Governance Lead. The Data Protection Contact is the Practice Manager, on 01534 733322 or healthplus@healthplus.gpnet.je. If you are not satisfied with our response, or believe we are not processing your data lawfully, you can complain to the Jersey Office of the Information Commissioner at 2nd Floor, 5 Castle Street, St Helier, Jersey JE2 3BT.
Email and text messagesWhere we communicate with you by email, SMS text or other electronic means, we cannot guarantee the security of that information while it is in transit. Asking for those services means accepting that risk.
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Use of health information
The clinicians and staff involved in your care, and services we refer you on to, such as a hospital specialist. We do not disclose health information to anyone else without your consent, unless the law requires it or someone’s safety is at risk.
To give you the care you need we hold the details of your consultations, illnesses, tests, prescriptions and treatments, recorded by everyone involved in your care: your GP, the practice nurse, the health visitor. This is stored on paper and electronically by practice staff.
When we share your record
- With a specialist we refer you to. Relevant details go in the referral letter, and we receive information back from them
- With screening programmes such as the cervical cytology service, which need your name, address, date of birth and HSS number to invite you
- With other Jersey health and social care services involved in your care
- With insurers or legal advisers, if you make a complaint about the treatment you received
- Where the law requires it, such as notification of births and deaths, certain infectious diseases and certain serious criminal offences
When we will not
We sometimes take part in studies designed to improve services or to check that our performance meets required standards. Whenever we do, we make sure as far as possible that no detail which identifies you is disclosed. We also help teach students, nurses and doctors, and we will not use or disclose your information for that unless you have been told beforehand and have given your consent.
Seeing your own record
You can ask for a copy of the information we hold about you. Contact the Practice Manager in the first instance with any query or concern about how your health information is used.
Confidentiality is a legal dutyEveryone working for the practice has a legal duty to keep information about you confidential, and follows a code of practice on protecting patient confidentiality. Anyone who receives information from us is under the same duty.