Our staff are committed to providing quality healthcare for the benefit of all of our patients. View our policies to see how this is achieved:
Chaperones
The Surgery prides itself on maintaining professional standards. For certain examinations during consultations an impartial observer (a “Chaperone”) will be required.
This impartial observer will be a practice Nurse or Health Care Assistant who is familiar with the procedure and be available to reassure and raise any concerns on your behalf. If a nurse in unavailable at the time of your consultation then your examination may be re-scheduled for another time.
You are free to decline any examination or chose an alternative examiner or chaperone. You may also request a chaperone for any examination or consultation if one is not offered to you. The GP may not undertake an examination if a chaperone is declined.
The role of a Chaperone:
- Maintains professional boundaries during intimate examinations.
- Acknowledges a patient’s vulnerability.
- Provides emotional comfort and reassurance.
- Assists in the examination.
- Assists with undressing patients, if required.
Confidentiality
We respect your right to privacy and keep all your health information confidential and secure. It is important that the NHS keeps accurate and up-to-date records about your health and treatment so that those treating you can give you the best possible care.
This information may be used for management and audit purposes. However, it is usually only available to, and used by, those involved in your care. You have the right to know what information we hold about you. If you would like to see your records please contact the Operations Manager at nhsnwl.sohosquaregeneralpractice@nhs.net
Freedom of Information
The Freedom of Information Act creates a right of access to recorded information and obliges a public authority to:
- Have a publication scheme in place
- Allow public access to information held by public authorities.
The Act covers any recorded organisational information such as reports, policies or strategies, that is held by a public authority in England, Wales and Northern Ireland, and by UK-wide public authorities based in Scotland, however it does not cover personal information such as patient records which are covered by the Data Protection Act.
Public authorities include government departments, local authorities, the NHS, state schools and police forces.
The Act is enforced by the Information Commissioner who regulates both the Freedom of Information Act and the Data Protection Act.
The Surgery publication scheme
A publication scheme requires an authority to make information available to the public as part of its normal business activities. The scheme lists information under seven broad classes, which are:
- who we are and what we do
- what we spend and how we spend it
- what our priorities are and how we are doing it
- how we make decisions
- our policies and procedures
- lists and registers
- the services we offer
You can request our publication scheme leaflet at the surgery.
Who can request information?
Under the Act, any individual, anywhere in the world, is able to make a request to a practice for information. An applicant is entitled to be informed in writing, by the practice, whether the practice holds information of the description specified in the request and if that is the case, have the information communicated to him. An individual can request information, regardless of whether he/she is the subject of the information or affected by its use.
How should requests be made?
Requests must:
- be made in writing (this can be electronically e.g. email/fax)
- state the name of the applicant and an address for correspondence
- describe the information requested.
What cannot be requested?
Personal data about staff and patients covered under Data Protection Act.
For more information see these websites:
Infection Control Statement
We aim to keep our surgery clean and tidy and offer a safe environment to our patients and staff. We are proud of our modern, purpose built Practice and endeavour to keep it clean and well maintained at all times.
If you have any concerns about cleanliness or infection control, please report these to our Reception staff.
Our GPs and nursing staff follow our Infection Control Policy to ensure the care we deliver and the equipment we use is safe.
We take additional measures to ensure we maintain the highest standards:
- Encourage staff and patients to raise any issues or report any incidents relating to cleanliness and infection control. We can discuss these and identify improvements we can make to avoid any future problems.
- Carry out an annual infection control audit to make sure our infection control procedures are working.
- Provide annual staff updates and training on cleanliness and infection control
- Review our policies and procedures to make sure they are adequate and meet national guidance.
- Maintain the premises and equipment to a high standard within the available financial resources and ensure that all reasonable steps are taken to reduce or remove all infection risk.
- Use washable or disposable materials for items such as couch rolls, modesty curtains, floor coverings, towels etc., and ensure that these are laundered, cleaned or changed frequently to minimise risk of infection.
- Make Alcohol Hand Rub Gel available throughout the building
Privacy Policy
What is this?
We are required by law to provide you with information on how we use your data. There is a highly detailed privacy notice available from our website at https://www.penceatmedical.com/privacy-notice, but this simplified notice is provided for clarity.
This notice was last updated October 2023.
Who are we?
We are Soho Square General Practice. We provide medical services to you as a patient as part of the NHS.
NHS Services at Soho Square General Practice are provided by Penceat Medical Limited
Address: Soho Square General Practice:
1 Frith Street, London, W1D 3HZ
Email: nhsnwl.sohosquaregeneralpractice@nhs.net
Telephone: 0203 405 6570
Website: www.cricklewoodgp.co.uk
Data Protection Officer
The practice is required by law to have a Data Protection Officer. The contact details are:
Name: Sree Agarwal
Email: nhsnwl.sohosquaregeneralpractice@nhs.net
Address: Please use the practice address above, marking “For the attention of the Data Protection Officer
Purposes of Processing, Legal Basis, Types of Data
We process data to carry out our role as your General Practitioner in providing you with healthcare.
The legal basis for this purpose is provided by the various NHS and social care acts. The Data Protection Act 2018 section 8 allows us to process data for these purposes. This provides a legal basis for processing under the UK GDPR Article 6 1(e) – task in the public interest.
For special category data, the Data Protection Act section 10 applies (health and social care purpose) and hence UK GDPR Article 9 2(h) – provision of health and social care. There are additionally some situations where other provisions are used; these are given in more detail in the full notice.
The types of data we keep relate to your health and care. These include both personal identifiers (e.g. your name, NHS number) and special category personal data (e.g. your health conditions).
Further details are provided in the full notice.
Recipients of Your Data
We share data with other health and social care providers in order to provide you with care. You can opt out of this sharing, but this may affect your care. See the full privacy notice for details.
We are additionally required to supply data to other parts of the NHS for commissioning and audit purposes, as well as to provide information that’s used in the NHS App.
We share data for research purposes, and for health and care planning. You again can opt out of these purposes; this will generally not affect you individually, but will mean that research and planning may not take into account needs of people such as yourself. See the full privacy notice for details.
Transfers to Other Countries
We do not store or transmit your data outside of the UK unless this is either:
a) Required for your care and you have consented to this
b) Covered by a formal contract with a system provider to the NHS ensuring your data is not used for any purposes not in this notice and compliant with the UK GDPR; or
c) We are required to under international law
We do not sell your data.
How Long Will You Keep My Data?
This depends on a number of factors such as how long you stay with our practice and the type of data. Generally, when you leave our practice, your data is transferred to the new practice or to central records and we do not retain after that point.
Full details of how long different types of data are held can be found in the NHS Records Management Code of Practice.
Your Rights
You have the right to:
• Receive a copy of your data (Subject Access Request)
• Have your data corrected, erased or restrict processing
• Complain to our Data Protection Officer or the supervisory authority (the Information Commissioner) about our use or handling of your data
If you wish to exercise your rights, please contact the practice in the first instance – details above. You can also contact the Data Protection Officer if you prefer – details are again given above, or you can contact the Information Commissioner (ICO) – details via their website at https://ico.org.uk.
Provision of Data
It is not generally a legal requirement for you to provide us with data – however if you do not do so we may be unable to provide you with treatment. For more detail see the full privacy notice.
Automated Decision Making
We use various tools to simplify care and ensure that you get the best care possible.
Some of these have a degree of automation, for example, where a regular test is recommended for a health condition you have, or you are in a particular age and gender range and have not had a recommended screening test, we will have an automated list that flags you to be contacted. These recalls are automated, but it’s up to you to book an appointment; no action is taken beyond contacting you.
NO decisions on your care are taken without human intervention.
This website uses cookies
A cookie is a small file, typically of letters and numbers, downloaded on to a device (like your computer or smart phone) when you access certain websites.
Cookies allow a website to recognise a user’s device.
Some cookies help websites to remember choices you make (e.g. which language you prefer if you use the Google Translate feature). Analytical cookies are to help us measure the number of visitors to a website. The two types we use are ‘Session’ and ‘Persistent’ cookies. Some cookies are temporary and disappear when you close your web browser, others may remain on your computer for a set period of time.
We do not knowingly collect or intend to collect any personal information about you using cookies. We do not share your personal information with anyone.
What can I do to manage cookies on my devices?
Most web browsers allow some control of most cookies through the browser settings. To find out more about cookies, including how to see what cookies have been set and how to manage and delete them, visit www.allaboutcookies.org.
To opt out of being tracked by Google Analytics across all websites visit http://tools.google.com/dlpage/gaoptout.
If you are concerned about cookies and would like to ask further questions please do not hesitate to write to our website developers – hcl.corporate@nhs.net
New Patient Policy
Where it is clinically appropriate and practical to register, we now accept new registration from patients who work in the local area but reside outside of our registration area. Patients registered this way would not be entitled to home visit from the practice, however they will be able to contact NHS 111 in order to be seen by a practice closer to where they live.
For further information about this type of registration, please contact us on 020 3405 6570 or feel free to come into the practice.
Zero Tolerance
The practice fully supports the NHS Zero Tolerance Policy. The aim of this policy is to tackle the increasing problem of violence against staff working in the NHS and ensures that doctors and their staff have a right to care for others without fear of being attacked or abused.
We understand that ill patients do not always act in a reasonable manner and will take this into consideration when trying to deal with a misunderstanding or complaint. We ask you to treat your doctors and their staff courteously and act reasonably.
All incidents will be followed up and you will be sent a formal warning after a second incident or removed from the practice list after a third incident if your behaviour has been unreasonable.
However, aggressive behaviour, be it violent or verbal abusive, will not be tolerated and may result in you being removed from the Practice list and, in extreme cases, the Police will be contacted if an incident is taking place and the patient is posing a threat to staff or other patients.
Removal from the Practice List
A good patient-doctor relationship, based on mutual respect and trust, is the cornerstone of good patient care. The removal of patients from our list is an exceptional and rare event and is a last resort in an impaired patient-practice relationship. When trust has irretrievably broken down, it is in the patient’s interest, just as much as that of The Surgery, that they should find a new practice. An exception to this is on immediate removal on the grounds of violence e.g. when the Police are involved.
Removing other members of the household
In rare cases, however, because of the possible need to visit patients at home it may be necessary to terminate responsibility for other members of the family or the entire household. The prospect of visiting patients where a relative who is no longer a patient of the practice by virtue of their unacceptable behaviour resides, or being regularly confronted by the removed patient, may make it too difficult for the practice to continue to look after the whole family. This is particularly likely where the patient has been removed because of violence or threatening behaviour and keeping the other family members could put doctors or their staff at risk.
Your Rights and Responsibilities
PATIENT RIGHTS AND RESPONSIBILITIES
Did Not Attend (‘DNA’) Policy
We are committed to ensuring that the best possible service is provided to all patients registered with the practice.
‘Did Not Attend’ (DNA) is when the patient does not turn up for a pre-booked GP appointment and does not contact the surgery in advance to cancel/change appointment.
The impact of DNA’s is:
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An increase in the waiting time for appointments
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Frustration for both staff and patients
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A waste of resources
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A potential risk to the health of the patient
Our Objectives
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To free up appointments for those who genuinely need them
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To reduce the waste of clinical time
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To reduce the pressure on all staff in being able to offer prompt appointments
How we will monitor and act on DNA’s
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All DNA incidences are coded onto the patient record.
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1st DNA – patient will be sent a text, email or letter reminding them how to cancel appointments they cannot attend.
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2nd DNA – patient will receive a text, email or letter advising that should a further DNA occur in the next 12 months they may be removed from the list. Further we will advise on our DNA policy, how to cancel an appointment, and ask the patient to let us know if they have any specific issues which are causing DNAs.
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3rd DNA – the patients record will be reviewed and we may make the decision to remove them as a patient. If so, we will send you a letter (which may go by text or email) notifying you of this.
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Frequent DNA’s – if a patient DNA’s 3 times in a 6 week period their record will be reviewed and we may make the decision to remove them as a patient even if the we have not sent notification re DNA 1 and DNA 2.
HOW TO AVOID BECOMING A DNA
If you cannot attend or no longer need an appointment, please ring us on
0203 405 6570 or by responding to the appointment reminder text message you will have received.
Keep your contact details up to date
Mistakes do happen and we understand that appointments can be forgotten about or overlooked, or exceptional circumstances can arise; in such cases, we will take into account the reason given by Patients.
What We As A Practice Are To Doing To Reduce DNAs
We will send all patients text reminders of their appointments
We will inform patients when they miss appointments and will make every effort to understand why a DNAs has occurred.
We encourage patients to feedback on our processes and to make suggestions on how we can improve our service for all patients.
We will remove patients as a last resort and only once their record has been reviewed.
The NHS Constitution establishes the principles and values of the NHS in England. For more information see these websites:
Additional services
– Police – Emergency: 999 / Non-Emergency: 101
– Adult Support Services / Safeguarding Adult: 020 8753 4198 – Option 3
– Adult Support Services (out of hours) / Adult Protection Officer: 020 8748 8588
– Community Mental Health – Claybrook Centre: 020 7386 1348 / Glenthorne Road: 020 8483 1979 / 24-hour Crisis Helpline: 0300 1234 244
– Age Concern: 020 7386 9085
– Social Services: 0845 313 3935
– MIND Hammersmith and Fulham: 020 7471 0580
– Drug Misuse: 020 3315 6111
– Medical Defence Organisation: MDU – Via doctor/nurse or management membership details
– NHS England / North West London Area Team: 020 7322 3700
See more advice on what to do if you think someone is at risk of abuse on the People First website.
Non-NHS Work
What is non-NHS work and why is there a fee?
The National Health Service provides most health care to most people free of charge, but there are exceptions: prescription charges have existed since 1951 and there are a number of other services for which fees are charged.
Sometimes the charge is because the service is not covered by the NHS, for example, providing copies of health records or producing medical reports for insurance companies, solicitors or employers.
The Government’s contract with GPs covers medical services to NHS patients but not non-NHS work. It is important to understand that many GPs are not employed by the NHS; they are self-employed and they have to cover their costs – staff, buildings, heating, lighting, etc. – in the same way as any small business.
In recent years, however, more and more organisations have been involving doctors in a whole range of non-medical work. Sometimes the only reason that GPs are asked is because they are in a position of trust in the community, or because an insurance company or employer wants to ensure that information provided to them is true and accurate.
Examples of non-NHS services for which GPs can charge their own NHS patients are:
- accident/sickness certificates for insurance purposes
- school fee and holiday insurance certificates
- reports for health clubs to certify that patients are fit to exercise
- private prescriptions for travel purposes
Examples of non-NHS services for which GPs can charge other institutions are:
- life assurance and income protection reports for insurance companies
- reports for the Department for Work and Pensions (DWP) in connection with
- disability living allowance and attendance allowance
- medical reports for local authorities in connection with adoption and fostering
- copies of records for solicitors
Do GPs have to do non-NHS work for their patients?
With certain limited exceptions, for example a GP confirming that one of their patients is not fit for jury service, GPs do not have to carry out non-NHS work on behalf of their patients. Whilst GPs will always attempt to assist their patients with the completion of forms, they are not required to do such non-NHS work. Attached is a list of Fees for Non-NHS Services: Fees for Non-NHS Services & Vaccines
Is it true that the BMA sets fees for non-NHS work?
The British Medical Association (BMA) suggest fees that GPs may charge their patients for non-NHS work (i.e. work not covered under their contract with the NHS) in order to help GPs set their own professional fees. However, the fees suggested by them are intended for guidance only; they are not recommendations and a doctor is not obliged to charge the rates they suggest.
Why does it sometimes take my GP a long time to complete my form?
Time spent completing forms and preparing reports takes the GP away from the medical care of his or her patients. Most GPs have a very heavy workload and paperwork takes up an increasing amount of their time. Our GPs do non-NHS work out of NHS time at evenings or weekends so that NHS patient care does suffer.
I only need the doctor’s signature – what is the problem?
When a doctor signs a certificate or completes a report, it is a condition of remaining on the Medical Register that they only sign what they know to be true. In order to complete even the simplest of forms, therefore, the doctor might have to check the patient’s ENTIRE medical record. Carelessness or an inaccurate report can have serious consequences for the doctor with the General Medical Council (the doctors’ regulatory body) or even the Police.
If you are a new patient we may not have your medical records so the doctor must wait for these before completing the form.
What will I be charged?
It is recommended that GPs tell patients in advance if they will be charged, and what the fee will be. It is up to individual doctors to decide how much they will charge. The surgery has a list of fees based on these suggested fees which is available on request.
What can I do to help?
- Not all documents need a signature by a doctor, for example passport applications. You can ask another person in a position of trust to sign such documents free of charge. Read the information that comes with these types of forms carefully before requesting your GP to complete them.
- If you have several forms requiring completion, present them all at once and ask your GP if he or she is prepared to complete them at the same time to speed up the process.
- Do not expect your GP to process forms overnight: urgent requests may mean that a doctor has to make special arrangements to process the form quickly, and this may cost more. Usually non-NHS work will take 2 weeks.
Statement of Intent
New contractual requirements came into force from 1 April 2014 requiring that GP Practices should make available a statement of intent in relation to the following IT developments:
- Summary Care Record (SCR)
- GP to GP Record Transfers
- Patient Online Access to Their GP Record
- Data for commissioning and other secondary care purposes
The same contractual obligations require that we have a statement of intent regarding these developments in place and publicised by 30 September 2014.
Please find below details of the practices stance with regards to these points.
Summary Care Record (SCR)
NHS England require practices to enable successful automated uploads of any changes to patient’s summary information, at least on a daily basis, to the summary care record (SCR) or have published plans in place to achieve this by 31st of March 2015.
Having your Summary Care Record (SCR) available will help anyone treating you without your full medical record. They will have access to information about any medication you may be taking and any drugs that you have a recorded allergy or sensitivity to.
Of course, if you do not want your medical records to be available in this way then you will need to let us know so that we can update your record.
The practice confirms that your SCR is automatically updated on at least a daily basis to ensure that your information is as up to date as it can possibly be.
GP to GP Record Transfers
NHS England require practices to utilise the GP2GP facility for the transfer of patient records between practices, when a patient registers or de-registers (not for temporary registration).
It is very important that you are registered with a doctor at all times. If you leave your GP and register with a new GP, your medical records will be removed from your previous doctor and forwarded on to your new GP via NHS England. It can take your paper records up to two weeks to reach your new surgery.
With GP to GP record transfers your electronic record is transferred to your new practice much sooner.
The practice confirms that GP to GP transfers are already active and we send and receive patient records via this system.
Patient Online Access to Their GP Record
NHS England require practices to promote and offer the facility to enable patients online access to appointments, prescriptions, allergies and adverse reactions or have published plans in place to achieve this by 31st of March 2015.
We currently offer the facility for booking and cancelling appointments and also for ordering your repeat prescriptions and viewing a summary of your medical records on-line. If you do not already have a user name and password for this system – please register your interest with our reception staff.
Data for commissioning and other secondary care purposes
It is already a requirement of the Health and Social Care Act that practices must meet the reasonable data requirements of commissioners and other health and social care organisations through appropriate and safe data sharing for secondary uses, as specified in the technical specification for care data.
At our practice we have specific arrangements in place to allow patients to “opt out” of care.data which allows for the removal of data from the practice. Please see the page about care data on our website
The Practice confirm these arrangements are in place and that we undertake annual training and audits to ensure that all our data is handled correctly and safely via the Information Governance Toolkit.
Summary Care Records
About your Summary Care Record
Your Summary Care Record contains important information about any medicines you are taking, any allergies you suffer from and any bad reactions to medicines that you have previously experienced.
Allowing authorised healthcare staff to have access to this information will improve decision making by doctors and other healthcare professionals and has prevented mistakes being made when patients are being cared for in an emergency or when their GP practice is closed.
Your Summary Care Record also includes your name, address, date of birth and your unique NHS Number to help identify you correctly.
You may want to add other details about your care to your Summary Care Record. This will only happen if both you and your GP agree to do this. You should discuss your wishes with your GP practice.
Healthcare staff will have access to this information, so that they can provide safer care, whenever or wherever you need it, anywhere in England.
FAQs
Who can see my Summary Care Record?
Healthcare staff who have access to your Summary Care Record:
- need to be directly involved in caring for you
- need to have an NHS Smartcard with a chip and passcode
- will only see the information they need to do their job and
- will have their details recorded every time they look at your record
Healthcare staff will ask for your permission every time they need to look at your Summary Care Record. If they cannot ask you (for example if you are unconscious or otherwise unable to communicate), healthcare staff may look at your record without asking you, because they consider that this is in your best interest.
If they have to do this, this decision will be recorded and checked to ensure that the access was appropriate.
What are my choices?
You can choose to have a Summary Care Record or you can choose to opt out.
If you choose to have a Summary Care Record and are registered with a GP practice, you do not need to do anything as a Summary Care Record is created for you.
If you choose to opt out of having a Summary Care Record and do not want a SCR, you need to let your GP practice know by filling in and returning an opt-out form. Opt-out forms can be downloaded from the website or from your GP practice.
If you are unsure if you have already opted out, you should talk to the staff at your GP practice. You can change your mind at any time by simply informing your GP practice and either filling in an opt-out form or asking your GP practice to create a Summary Care Record for you.
Children and the Summary Care Record
If you are the parent or guardian of a child under 16, you should make this information available to them and support the child to come to a decision as to whether to have a Summary Care Record or not.
If you believe that your child should opt-out of having a Summary Care Record, we strongly recommend that you discuss this with your child’s GP. This will allow your child’s GP to highlight the consequences of opting-out, prior to you finalising your decision.
Where can I get more information?
For more information about Summary Care Records you can
- talk to the staff at your GP practice
- phone the Health and Social Care Information Centre on 0300 303 5678
- Read the Summary Care Record patient information
Violent or Abusive Behaviour
We take seriously any threatening, abusive or violent behaviour against any of our staff or patients. If a patient is violent or abusive, they will be warned to stop their behaviour. If they persist, we may exercise our right to take action to have them removed, immediately if necessary, from our list of patients.
Teaching Practice
At Soho Square General Practice we think it is very important to help train the next generation of doctors and nurses.
We are a teaching practice and often have students sitting in with our clinical team. If you are having a telephone consultation you may also be called by one of our students.
Please let us know if you would prefer a student to leave the room during your consultation, or inform the Reception Team prior to your telephone appointment if you do not wish to speak to a student.
Patient Complaint Procedure
If you have a complaint or concern about the service you have received from the doctors or any of the personnel working in this practice, please let us know. We operate a practice complaint procedure as part of an NHS complaints system, which meets national criteria.
HOW TO COMPLAIN
Most problems can be sorted out quickly and easily, often at the time they arise with the person concerned and this may be the approach you try first.
Where you are not able to resolve your complaint in this way and wish to make a formal complaint you should do so, preferably in writing as soon as possible after the event as this helps us to establish what happened more easily. In any event, this should be within 12 months of the incident, or within 12 months of you discovering that you a problem giving as much detail as you can.
You can make a complaint in the following ways:
– By calling Reception and asking to speak to the Complaints Manager.
– By email to the complaints manager at nhsnwl.sohosquaregeneralpractice@nhs.net
– By mail to The Complaints Manager, Soho Square General Practice, 1 Frith Street, London, W1D 3HZ.
If you are a registered patient you can complain about your own care. You are unable to complain about someone else’s treatment without their written authority.
We can provide a form to register your complaint, this includes a third-party authority form to enable a complaint to be made by someone else. Please contact Reception if you would like a copy of this form.
You can also provide your own format providing as much detail as possible and any necessary third party authority.
COMPLAINING ON BEHALF OF SOMEONE ELSE
We keep strictly to the rules of medical confidentiality. If you are not the patient, but are complaining on their behalf, you must have their permission to do so. An authority signed by the person concerned will be needed, unless they are incapable (because of illness or infirmity) of providing this.
WHAT WE WILL DO
We will acknowledge your complaint within 3 working days and aim to have fully investigated within 4 weeks of the date it was received. If we expect it to take longer we will explain the reason for the delay and tell you when we expect to finish. When we look into your complaint, we will investigate the circumstances; make it possible for you to discuss the problem with those concerned; make sure you receive an apology if this is appropriate, and take steps to make sure any problem does not arise again.
The final response letter will include details of the result of your complaint and also your right to escalate the matter further if you remain dissatisfied with the response.
TAKING IT FURTHER
If you remain dissatisfied with the outcome you may refer the matter to:
NHS England through the North West London Integrated Care Board Complaints Team:
E-mail: nhsnwl.complaints@nhs.net
In writing: Senior Complaints Manager, NHS North West London, 15 Marylebone Road, London NW1 5JD
Telephone: 0203 350 4141 This is an automated service. Please leave a message requesting a call back).
https://www.nwlondonicb.nhs.uk/contact-us/patient-feedback-and-complaints
The Parliamentary and Health Service Ombudsman
Customer Helpline on 0345 015 4033. Helpline open Monday to Thursday from 9am to 4pm and Friday from 8.30am to 12pm, except bank holidays. Calls are charged at local or national rates
In writing: The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London, SW1P 4QP
www.ombudsman.org.uk
