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.
To pursue a complaint please read the attached leaflet.
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.
Patients are entitled to have a chaperone present for any consultation, examination or procedure. The Healthcare professional may also require a chaperone to be present for certain consultations. All staff are aware of and received appropriate information in relation to our chaperone policy. All trained chaperones understand their role and responsibilities and are competent to perform that role. If you feel your would like a chaperone present at your consultation please inform your Doctor or Nurse who will be happy to arrange this for you or you can ask a Receptionist confidentially before you consultation, who will make sure this has been arranged for you.
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.
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.
We completely understand that you may wish to speak to a member of staff confidentially and on occasions are waiting room is busy. In these circumstances, please ask at the front desk to speak privately and we will invite you to a private room.
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 patient information leaflet
How We Use Your Health Records Patient Leaflet
Practice Privacy Notice
Our privacy notice explains why we as a Practice collect information about our patients and how we use the information. We manage patient information in accordance with existing laws and with guidance from organisations that govern the provision of healthcare in England such as the Department of Health and the General Medical Council.
We are committed to protecting your privacy and will only use information collected lawfully in accordance with:
- Data Protection Act 1998
- Human Rights Act 1998
- Common Law Duty of Confidentiality
- Health and Social Care Act 2012
- NHS Codes of Confidentialtiy and Information Security
The Practice is also working to ensure compliance with the General Data Protection Regulation (GDPR) which comes into effect from 25/5/18.
Please read our Practice Privacy Notice