Customer charter

 When you use our services, we will do the following:

• provide a professional service delivered by an expert team
• provide help and advice appropriate to your information needs and requirements
• be an honest broker, providing impartial and accurate advice to all customers. (If your request isn’t feasible or we don’t feel we are the right supplier for your needs, we will let you know)
• ensure you receive a prompt response to your enquiries
• provide a named primary contact for your project
• treat all conversations/enquiries as confidential
• in the event you are not satisfied we will treat your comments seriously and utilise your feedback to improve our service

How you can help us to help you:

• on request provide any relevant information in a timely manner
• let us know immediately if you are not happy with the service you receive
• provide feedback: we need to know what you think we do well and what needs to be improved

If you are a GP practice and you have agreed to share your practice summative data with us for further analysis, we will do the following:

• only collect data to the scale and depth for the required purpose
• only share your data with the parties named in the data sharing agreement and in a format that means that your practice identity is not revealed
• refer any data breaches to our Information Governance Sub Committee, comprising a team of independent experts from the NHS, as well as information security specialists from the University of Nottingham
• notify you of any data breaches involving data that you have submitted to us
• only keep your data in accordance with our policy on records retention and destruction

Governance, standards and quality assurance

A thorough clinical governance and quality assurance process is paramount to ensure that PRIMIS digital artefacts are safe, accurate and up-to-date.  PRIMIS is certified under ISO9001 Quality Management which demonstrates an ability to consistently provide products and services that meet customer and regulatory requirements.

PRIMIS is also aligned with the DCB0129 standards for clinical risk management for providers who develop and maintain health IT systems, including the maintenance of a hazard log throughout the development cycle and provision of a clinical safety case report. Information within these documents will support GP practices and other healthcare services to align with the DCB0160 standards for the effective application of clinical risk management by users who deploy, use, maintain and decommission health IT systems. 

A copy of PRIMIS’ current IG policy (most recent update: March 2022) can be made available upon request.