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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 Medical Secretaries and may be subject to an administration charge. No information will be released without the patient's consent unless we are legally obliged to do so.

 

Complaints

Customer service formAlthough we make every effort to give the best service possible, sometimes things can go wrong, and a patient may feel they have a genuine cause for complaint.  If this happens, we will try and resolve the matter as quickly as possible.

If you have a concern or complaint about any aspect of our services, please contact the Practice Manager.  She will investigate your concerns in accordance with the surgery's Complaints Information procedures, a copy of this document is available in reception.  

 

Zero Tolerance Policy

The NHS operates a zero tolerance policy in response to violence and abuse from patients.  The surgery has the right to remove violent patients from the list with immediate effect to safeguard GPs, Nurses, practice staff and other patients who may be affected.

Violence in this context includes actual or threatened physical violence or verbal abuse which leads to fear for a person’s safety.  Where this happens, established practice procedure is to write to the patient to explain that we feel that our relationship has broken down irretrievably as a result of their behaviour. 

We may also write to patients regarding their behaviour, documenting their actions and will explain that if there is any further repitition, they will be removed from the surgery's list of patients.  This is not an action we wish to take, and we hope that by reminding them of the standards of behaviour expected, the relationship can continue. 



 
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