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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. Please see our leaflet using the following link

Access to medical records under the Data Protection Act

Complaints

Customer service formWe make every effort to give the best service possible to everyone who attends our practice.  However, we are aware that things can go wrong resulting in a patient feeling that they have a cause for complaint.  If this is so, we would wish for the matter to be settled as quickly and as amicably as possible.

If you have a complaint or concern about the service you have received from the Doctors or any of the staff, please let us know.  We operate a Practice Complaints Procedure as part of the NHS system for dealing with complaints which meets the national criteria.

How To Complain

We hope that most problems can be sorted out easily and quickly often at the time they arise and with the person concerned.  If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible - ideally within a matter of days or at most a week or two - because this will enable us to establish what happened more easily.  If it is not possible to do that, please let us have details of your complaint either:

  • within 12 months of the incident that caused the problem
  • within 12 months of discovering that you have a problem provided this is within 12 months of the incident.

Complaints should be addressed to the Practice Manager, or any of the Doctors. It will be a great help if you are as specific as possible about your complaint. 

What We Shall Do

We shall ackowledge your complaint within three working days and aim to have looked into your compaint within ten working days of the date when you raised it with us.  We will then be in a position to offer you an explanation, or a meeting with the people involved.

Complaining On Behalf Of Someone Else

Please note that we keep strictly to the rules of medical confidentiality.  If you are complaining on behalf of someone else, we have to know that you have their permission to do so.  A note signed by the person concerned will be needed, unless they are unable (because of illness) to provide this.

Complaining To The Health Authority

We hope that, if you have a problem, you will use  our Practice Complaints procedure as we believe this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our Practice.  However, this does not affect your right to approach the Local Health Authority if you feel you are dissatisfied with the result of our investigation or if you feel that you cannot raise your complaint with us.  In this case you can contact NHS England, Please see our complaints leaflet below which gives further details.

Complaints Leaflet

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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