Complaints

It is very important that we provide the best service to our patients and therefore we welcome any suggestions, comments or complaints about any aspect of our practice. We hope that most problems can be resolved easily and quickly at the time but if your issue can not be solved in this way and you wish to make a complaint, please let us know as soon as possible, usually within six months of you becoming aware that you have cause for complaint and normally no longer than twelve months after the event.

How To Complain

You can complain in the way that  best suits you. This can be face to face, on the telephone, in a letter or by email. You should try to provide details of:

• How to contact you.
• Who or what you are complaining about.
• Where and when the event that caused you to complain happened.
• What you would like to be done to address your complaint.

Complaints should be addressed to the Practice Manager. The practice mailing address and a contact form can be found here Contact Us.

What Will Happen Next

Read more: Complaints

Privacy Policy

Data Protection and Confidentiality

Crumlin Road Family Practice Privacy Notice

 At Crumlin Road Family Practice, we are committed to protecting and respecting your privacy.

 This privacy notice explains when and why we collect personal information, how we use it, the conditions under which we may disclose it to others and how we keep it secure.

We do this in line with current General Data Protection Regulation legislation.

 We understand that privacy and the security of your personal information is extremely important. Because of that, this notice sets out the basis on which any personal information we collect from you, or that you provide to us, will be processed by us. 

 This notice gives effect to our commitment to protect your personal information.  Please note, we are constantly reviewing how we process and protect data. Therefore, changes to our privacy Notice may occur at any time. We will endeavour to publicise any changes.

 What’s in this notice? 

 This notice tells you:

•  Who we are

• What type of information we hold

• How your information is used

• The legal basis we rely on to process personal information

• Who has access to your information

• How long do we keep your information for

• How can you access and update your information

• Our Data Protection Officer Contact Details

   

  Who are we?

   

  Crumlin Road Family Practice is a sole trader in Norther Belfast. Crumlin Road Family Practice provides a wide (GP Practice product and service details).

   

  What type of information is collected from you?

   

  The personal information we collect might include your name, address, email address, bank details for contractors. It also might include CCTV footage or phone recordings. This is not an exhaustive list and what personal information we collect is dependent upon the service you are engaging with.

   

  We may collect your personal information in a number of ways.

   

  For example, when you:   

   

  . Use our services

  . Visit any of our website(s)

  . Engage with us on social media

  . Download or install one of our apps

  . Contact us by any means with queries, complaints etc

  . Choose to complete any surveys we send you

  . Comment on or review our services

  . Have had your information passed to us by a third party

  . Attend our events where we may take photographs

   

  How is your information used?

   

  We may use your information to:

  . enable Crumlin Road Family Practice to provide a service to you

  . seek your views or comments on the services we provide

  . notify you of changes to our services

  . promote our services or for fundraising

  . to carry out our obligations arising from any contracts entered into by

    you and us

   

  We understand that you trust us with your personal information and we are committed to ensuring you can manage the privacy and security of your personal information yourself.

   

  The lawful processing we rely on to process personal information

   

  In order to comply with data protection legislation, we need to keep a register of the full range of personal information that we hold and on this register we also must state the legal basis which allows us to hold this information. The law on information protection sets out a number of different bases on which an organisation may collect and process your personal information, including: 

   

  Consent 

   

  In specific situations, we can collect and process your information with your explicit consent. 

   

  Performance of a contract 

   

  In certain circumstances, we need your personal information in order to perform a contract that we have entered into with you. 

   

  Legal Obligation 

   

  If the law requires us to, we may need to collect and process your information.  We may also need to pass your information onto a third party if required by law. 

   

  Legitimate interest 

   

  In specific situations, we require your information to pursue our legitimate interests in a way which might reasonably be expected as part of running our business and delivering our services.

   

  Vital Interest

  Processing the data is necessary to protect a person’s life in a medical situation.

  Must be necessary and reasonable to achieving your purpose. This is less likely to be appropriate for non-emergency medical care, more likely to be relevant in the context of health data.

   

  Who has access to your information?

   

  Within Crumlin Road Family Practice, access is only available to those who need this information in order to provide a service to you or to fulfil the contract that we have with you. Access may be required by external providers such an ICT provider and/or Finance as well as those involved in the direct delivery of services to you.

   

  (HSCB / BSO)

   

  Third Party Providers/Partners that we work in association with

   

  We work closely with various third party providers such as HSCB/BSO.

  This is necessary to ensure that we have a range of quality and reliable services designed to meet the needs of our customers. The relevant third party provider will use your details to provide (GP Practice) with information and carry out both our and their obligations to you when using the services. In some cases, they will be acting as a data controller of your information and therefore we advise you to read their Privacy Policy.  These third party providers/partners will share your information with us which we will use in accordance with this Privacy Policy.

   

  Third Party Service Providers working on our behalf

   

  We may pass your information to our third party service providers, agents subcontractors and other associated organisations for the purposes of completing tasks and providing services to you on our behalf (for example to ICT support providers). However, when we use third party service providers, we disclose only the personal information that is necessary to deliver the service and we have a contract in place that requires them to keep your information secure and not to use it for their own direct marketing purposes. Please be assured that we will not release your information to third parties beyond Crumlin Road Family Practice unless you have requested us to do so, or we are required to do so by law.

   

   How long do we keep your information for?

   

  We will only keep your information for as long as we need to or for as long as we are legally required to.

   

  (Link to GMS Contracts Regulations 2004)

   

  We review our retention periods for personal information on a regular basis. We are legally required to hold some types of information to fulfil our statutory obligations. We will hold your personal information on our systems for as long as is necessary for the relevant activity, or as long as is set out in any relevant contract you hold with us.

    

  How you can access and update your information

   

  The accuracy of your information is important to us. If any of your information that we hold is inaccurate or out of date, please notify us.

  You have the right to ask for a copy of the information that Crumlin Road Family Practice hold about you. This is known as a Subject Access Request and we have 30 calendar days to comply with such a request. There is no charge.

   

  Security precautions in place to protect the loss, misuse or alteration of your information

   

  When you give us personal information, we take steps to ensure that it’s treated securely. Any confidential and sensitive information is securely filed and we apply software to our ICT to prevent unauthorised access to your information. We have appropriate procedures in place for data security and management of records. All of our staff are trained in data protection and GDPR.

   

   Contact Details

   

  Should you have any queries regarding any aspect of Data Protection within Crumlin Road Family Practice, please contact:

   

  Dr Sarah Clulow

  Tel: 02890 741188

  Email: This email address is being protected from spambots. You need JavaScript enabled to view it.