POLICIES
Complaints Policy
At Neuroaffinity we pride ourselves on the best possible expert service and advice. We would like you to tell us what you think about the service we provide. If you have any comments, complaints or suggestions or complaints please email us at info@neuroaffinity.co.uk; or alternatively please leave your comments on our feedback form.
We welcome any general comments about the services we provide and any suggestions of ways in which we can improve our services to you. We operate a complaints procedure as part of the CQC system for dealing with complaints. Our system meets national criteria. If you would like to have visibility over our complaint’s procedure, please contact the our complaints manager:
Mohammed Kolia
Complaints Manager
Mohammed.kolia@nhs.net
You may also seek advice from ICAS, an independent complaints advocacy service (ICAS) is available to provide advice and support to people who wish to complain about NHS or CQC led services.
Privacy Policy
Our staff 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. As part of providing a professional, safe and efficient service, there is certain information that we record. This includes basic details about you, details of assessments, presenting issues, past medical history, social history, concerns and expectations, prescribing data as well as significant advice given, and referrals made to other health professionals and any other relevant information.
Our professionals may consult relevant records to support your care, such as NHS summary care records or local shared care records where necessary and upon your consent. We align with NHS and CQC protocols for use of records. We may also ask you if, whilst you remain under our care, our pharmacy professionals can consult relevant records. If you allow us to see those health records this will help to ensure that relevant medical information is visible to our professionals.
Our staff 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. As part of providing a professional, safe and efficient service, there is certain information that we record. This includes basic details about you, details of assessments, presenting issues, past medical history, social history, concerns and expectations, prescribing data as well as significant advice given, and referrals made to other health professionals and any other relevant information.
Our professionals may consult relevant records to support your care, such as NHS summary care records or local shared care records where necessary and upon your consent. We align with NHS and CQC protocols for use of records. We may also ask you if, whilst you remain under our care, our pharmacy professionals can consult relevant records. If you allow us to see those health records this will help to ensure that relevant medical information is visible to our professionals.
Your Rights
You have the right to confidentiality under the General Data Protection Regulation and data protection laws and the common law duty of confidence. We also comply with the NHS Code of Practice on Confidential Information and 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. 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. If you think any information we hold on you is inaccurate or incorrect, please let us know. You may also object to us holding your information.
Neuraffinity is registered with the Information Comissioner’s Office (ICO) under its legal entity name Waldor Consultants Ltd. The ICO registration number is C1580479. Our data protection officer, Mr Shehzad Malik, can be contacted at info@neuroaffinity.co.uk
Please allow 7 working days for any data protection requests to be addressed. We will endeavour to respond at the earliest convenience. For a copy of the company data protection policy, you may wish to contact the complaints manager, Mohammed Kolia, at Mohammed.kolia@nhs.net
Cancellation Policy
We understand that clients may occasionally need to change appointments. If you are unable to make your appointment, please let us know as soon as possible by email at info@neuroaffinity.co.uk; or alternatively please contact us on 07768565162. Our telephone line is available between 10am and 4pm Monday to Friday.
Patients are able to reschedule their appointment at no extra cost, provided that they notify us at least 48 hours in advance. Cancellations made with less than 48 hours’ notice, but more than 24 hours’ notice are typically charged at half price. Unfortunately, cancellations with less than 24 hours’ notice or non-attended appointments without prior notice will incur the full fee.
We understand that clients may occasionally need to change appointments. If you are unable to make your appointment, please let us know as soon as possible by email at info@neuroaffinity.co.uk; or alternatively please contact us on **************. Our telephone line is available between 10am and 4pm Monday to Friday.
Patients are able to reschedule their appointment at no extra cost, provided that they notify us at least 48 hours in advance. Cancellations made with less than 48 hours’ notice, but more than 24 hours’ notice are typically charged at half price. Unfortunately, cancellations with less than 24 hours’ notice or non-attended appointments without prior notice will incur the full fee.
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