This website uses cookies to function correctly.
You may delete cookies at any time but doing so may result in some parts of the site not working correctly.
 

Noticeboard

THE SURGERY WILL BE CLOSED ON WEDNESDAY 16 JANUARY 2019 FROM 12:30PM FOR GP/STAFF TRAINING.

Practice Policies including 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 to the practice manager.

pdf.jpg Freedom of Information leaflet for patients 

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.

pdf.jpg Access to health records

Complaints

Customer service form

We constantly strive to give patients the best possible care and attention. We regularly review our service and have case discussions. However, if you feel your experience fell below your expectation, you may wish to feedback to us in the following method.

Complaints can be made verbally to any staff. Alternatively you may download a complaints form. Please print this form, fill in the details, and either hand in at reception or send it for the attention of the Practice Manager. Receipt of your complaint will be acknowledged within five working days. We will try to

  • address your concerns fully
  • provide you with an explanation
  • discuss any action that may be needed

Complaint Form

Complaints Procedure

We hope that you will be satisfied that we have dealt with your complaint thoroughly. However, if this is not possible and you wish to continue with your complaint, you can have an independent review by the health services ombudsman.  This should be done within six months of receipt of the letter of explanation. The Parliamentary and Health Services Ombudsman Millbank Tower Millbank London SW1P 4QP Tel No. 0845 015 4033 Fax No. 0207 217 4000 E-mail: phso.enquiries@ombudsman.org.uk  Website www.ombudsman.org.uk

Chaperone Policy

You may wish to have a chaperone present during your consultation, or, the Nurse or Doctor may offer you a chaperone.  For more information regarding Chaperones, please see our policy: Chaperone 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.



 
Call 111 when you need medical help fast but it’s not a 999 emergencyNHS ChoicesThis site is brought to you by My Surgery Website