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Privacy notice


How we use your information


This privacy notice tells you what to expect when the Information Commissioner’s Office (ICO) collects personal information. It applies to information we collect about:


• visitors to our websites 

• people who use our services, eg who feedback on our website


Visitors to our websites


When someone visits we collect standard internet log information and details of visitor behaviour patterns. We do this to find out things such as the number of visitors to the various parts of the site. We collect this information in a way which does not identify anyone. We do not make any attempt to find out the identities of those visiting our website. We will not associate any data gathered from this site with any personally identifying information from any source. If we do want to collect personally identifiable information through our website, we will be up front about this. We will make it clear when we collect personal information and will explain what we intend to do with it.

Use of cookies by the Acute GP service


We do not directly receive data from cookies. However, the website collects anonymised data of visitor traffic which is then passed to Google Analytics for analysis. 


Online reporting tool


We collect information volunteered by visitors to our website via the 'feedback' page. This automatically generates an email to the nominated employees of the Acute GP service, with the intent of continual review and improvement to our service. The email address of the visitor submitting feedback is disclosed to the recipient if given on the form.


Security and performance


The Acute GP service uses a third party service (Peninsula Community Health) to help maintain the security and performance of the Acute GP website. To deliver this service it may process the IP addresses of visitors to the Acute GP website.


People who call our service


When you call the Acute GP service we collect caller information. We use this information to help improve patient flow through the department. These calls are also recorded for training and service improvement. 


People who make a complaint to us


If we receive a complaint from a patient or referring clinician it is directed to the clinical leads for investigation and response. This is in line with the Peninsula Community Health complaints procedure outlined in the Standards of Practice.


We will only use the personal information we collect to process the complaint and to check on the level of service we provide. We do compile and publish statistics showing information like the number of referrals, clinic visits and complaints we receive, but not in a form which identifies anyone.


We may have to disclose the complainant’s identity to whoever the complaint is about. This is inevitable where, for example, the accuracy of a person’s record is in dispute. If a complainant doesn’t want information identifying him or her to be disclosed, we will try to respect that. However, it may not be possible to handle a complaint on an anonymous basis.


We will keep personal information contained in complaint files in line with the PCH policy. This means that information relating to a complaint will be retained in a secure environment and access to it will be restricted according to the ‘need to know’ principle.


Similarly, where enquiries are submitted to us we will only use the information supplied to us to deal with the enquiry and any subsequent issues and to check on the level of service we provide.


Links to other websites


This privacy notice does not cover the external websites linked to from within this site. We encourage you to read the privacy statements on the other websites you visit.


Changes to this privacy notice


We keep our privacy notice under regular review. This privacy notice was last updated on 12 February 2015.



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