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Practice Policies and Complaints

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 in writing 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 in writing 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.

Please do call so that we can talk through any issues you may have or email the practice manager at:

gcppractice.manager@nhs.net

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.

A leaflet on how to complain is also attached here:

Complaints policy

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.

Chaperone Policy

The surgery is committed to providing a safe, comfortable environment where patients and staff can be confident that best practice is being followed at all times and the safety and comfort of everyone is of paramount importance.

All patients are entitled to have a chaperone present for any consultation, examination or procedure where they feel one is required. This chaperone can be a friend or family member. On occasions you may prefer a formal chaperone to be present i.e. a trained member of staff (usually a nurse or a member of the admin team who has received the necessary training).

Wherever possible we would ask you to make this request when you book your appointment so that arrangements can be made and your appointment is not delayed. Where this is not possible, we will endeavour to provide a formal chaperone at the time of the request. However, in this case it may occasionally be necessary to reschedule your appointment.

Your healthcare professional may also require a chaperone to be present for certain consultation in accordance with our chaperone policy.

Online access

Please find our practice policy on online access:

GCP online access



 
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