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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.

Complaints

Customer service form

We always try to offer the best possible service. If you have any suggestions or comments about the surgery, please contact our Practice Manager in writing or by telephoning the surgery.

Alternatively, if you are visiting the practice, you can comment at any time using our “Feedback Box” which is located in our reception area. We listen to all your constructive feedback and use this information to improve the services we provide to you, where possible.

We hope that you never have cause to complain but if you are dissatisfied with our service, we aim to sort out most problems quickly and easily. We have a complaints procedure, fully explained in a leaflet which you can download here. We would be happy to post a copy to you if you are unable to visit the practice.

If you have had problems with services outside the surgery, such as at the hospital or with the out-of-hours service, please let the doctor know. We will do our best to act as your representative and hopefully prevent problems for other patients who need to use the services in the future.

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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