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

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