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Practice Policies

Confidentiality & Medical Records

The 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.


Complaints

We 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 genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.

NHS Complaints Guidance Leaflet


Patient Complaints - Information

If you have a complain 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

We hope that we can sort most problems out easily and quickly, often at the time they arise and with the person concerned.  If you wish to make a formal complaint, please do so AS SOON AS POSSIBLE – ideally within a matter of a few days.  This will enable us to establish what happened more easily.  If doing that is not possible your complaint should be submitted within 12 months of the incident that caused the problem; or within 12 months of discovering that you have a problem.  You should address your complain in writing to the practice manager, Ms Wendy Levine.  She will make sure that we deal with your concerns promptly and in the correct way.  You should be as specific and concise as possible.

Complaining on behalf of someone else

We keep stricly 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.  A Third Party Consent Form is provided.

What we will do 

We will acknowledge your complaint within 3 working days and aim to have fully investigated soon after. If we expect it to take a long period of time 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.

You will receive a final letter setting out the result of any practice investigations.

Taking it Further

If you remain dissatisfied with the outcome you may refer the matter to:

The Parliamentary and Health Service OmbudsmanCustomer service form

Millbank Tower

Millbank

London

SW1P 4QPTel:  0345 0154033  http://www.ombudsman.org.uk


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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