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Practice Policies

Confidentiality & Medical Records

Locked blue folderThe practice complies with data protection and access to medical records legislation. Identifiable information about you will be shared with others in the following circumstances:

  • To provide further medical treatment for you e.g. from district nurses and hospital services.
  • To help you get other services e.g. from the social work department. This requires your consent.
  • When we have a duty to others e.g. in child protection cases anonymised patient information will also be used at local and national level to help the Health Board and Government plan services e.g. for diabetic care.

If you do not wish anonymous information about you to be used in such a way, please let us know.

Reception and administration staff require access to your medical records in order to do their jobs. These members of staff are bound by the same rules of confidentiality as the medical staff.

Freedom of Information

Information about the General Practioners and the practice required for disclosure under this act can be made available to the public. All requests for such information should be made to the practice manager.

Access to Records

In accordance with the Data Protection Act 1998 and Access to Health Records Act, patients may request to see their medical records. Such requests should be made through the practice manager and may be subject to an administration charge. No information will be released without the patient consent unless we are legally obliged to do so.

Our Promise To You

As members of the practice team we are committed to giving you the best possible service. This will be achieved by working together.

Practice staff will offer a high standard of courtesy and advice.

All our staff are bound by rules of confidentiality. Your cooperation in explaining outline details to our staff may result in a faster, more efficient response to your problem.

Wherever possible we will set aside an area for confidential conversations between patients and the reception staff or Practice Manager.

People involved in your care will give you their names and ensure that you know how to contact them.

You will be treated as an individual and will be given courtesy and respect at all times.

Waiting times at the reception desk will be kept to a minimum and on arrival at the medical centre you will be informed of any serious delay.

Any referrals to other agencies, specialist medical or other services will be dealt with quickly and efficiently.

Where repeat prescribing has been agreed by the doctor, this will be dealt with as quickly as possible, normally within 48 hours.

Complaints

Customer service form

We always try to give you the best service possible, but there may be times when you feel this has not happened. This page explains what to do if you have a complaint about the service we provide for you.

Minor Problems, (for example if the doctor’s surgery is running late and you have to wait a long time) may be best addressed by speaking to the individual involved at the time.

Our practice procedure is not able to deal with questions of legal liability or compensation. We hope you will use it to allow us to look into, and if necessary, put right any problems you have identified or mistakes that may have been made.

If you use this procedure it will not affect your right to complain to the Health Authority if you so wish. Please note that we have to respect our duty of confidentiality to patients and a patient’s consent will be necessary if a complaint is not made by that patient in person.

If you wish to make a complaint, please phone or write to our Practice Manager, Mr Andrew Clarke he will take full details of your complaint and decide how best to undertake the investigation. We think it is important to deal with complaints swiftly so you will normally be offered an appointment for a meeting to discuss matters within seven days. Occasionally, if we have to make a lot of enquiries it might take a little longer, but we will keep you informed.

You may bring a friend or relative with you to the meeting. We cannot investigate complaints about other organisations such as hospitals. These have their own complaints procedures.

Similarly the Health Visitors, District Nurses and Midwives are not directly employed by us and have their own complaints procedures We will try to address your concerns fully, provide you with an explanation and discuss any action that may be needed.

We hope that at the end of the meeting you will feel satisfied that we have dealt with the matter thoroughly. However if this is not possible and you wish to continue with your complaint we will direct you to the appropriate authorities who will be able to help you.

Violence Policy

The NHS operate a zero tolerance policy with regard to violence and abuse and the practice has the right to remove violent patients from the list with immediate effect in order to safeguard practice staff, patients and other persons. Violence in this context includes actual or threatened physical violence or verbal abuse which leads to fear for a person’s safety. In this situation we will notify the patient in writing of their removal from the list and record in the patient’s medical records the fact of the removal and the circumstances leading to it.



 
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