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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 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 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 contact the practice manager who will deal with your concerns appropriately. Further written information is available regarding the complaints procedure from reception.

Chaperones

Some patients find having another person in the room when intimate examinations are undertaken is helpful, others find it an intrusion. Chaperones have advantages and disadvantages, and occasionally the doctor, too, would like someone to be present. During surgery hours we will always be guided by your choice, and so if you would like a chaperon, please feel free to say so, it rarely creates any difficulties, and there will be no question of the doctor being offended. If you know in advance that an intimate examination will be needed (such as a smear test) and you would like a chaperone, please inform reception. If an examination is needed but you had not anticipated it, a member of staff will be happy to act as chaperon for you, or the examination can often – though not always – be delayed.

Rights and Responsibilities

We need your help

We try to provide a good quality, friendly and efficient service but we need your help to achieve our high standards. With your support, we aim to:

  • Offer you an appointment within two working days.
  • Keep your wait in surgery to a minimum, usually within 30 minutes.
  • See you on the same day if your problem is urgent.
  • Process your repeat prescriptions within two working days.

Please help us to help you by:

  • Turning up on time for your appointment or cancelling in good time.
  • Being patient if the doctor or nurse is running late.
  • Only ask for a home visit if you are too ill to attend the surgery.
  • Letting us know your comments, suggestions or problems so that we might improve our services to you.

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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