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.
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.
Our Promise To You
As members of the practice team we are committed to giving you the best possible service. This will be achieved by working together.
Practice staff will offer a high standard of courtesy and advice.
All our staff are bound by rules of confidentiality. Your cooperation in explaining outline details to our staff may result in a faster, more efficient response to your problem.
Wherever possible we will set aside an area for confidential conversations between patients and the reception staff or Practice Manager.
People involved in your care will give you their names and ensure that you know how to contact them.
You will be treated as an individual and will be given courtesy and respect at all times.
Waiting times at the reception desk will be kept to a minimum and on arrival at the medical centre you will be informed of any serious delay.
Any referrals to other agencies, specialist medical or other services will be dealt with quickly and efficiently.
Where repeat prescribing has been agreed by the doctor, this will be dealt with as quickly as possible, normally within 48 hours.
We always try to provide all of our patients with the best possible service however there may be times when you may feel this has not been the case.
If you feel that we have provided you or your family with a substandard level of service, the premises are not adequate or you have a complaint about a member of staff, please let us know.
Our complaints process does not allow us to deal with questions of legal liability or compensation. Instead the complaints procedure allows us to look into, and if necessary, put right any problems you have identified or mistakes that may have been made.
Making a complaint will not affect your right to complain to the Health Authority, if you wish to do so. Please note that we have a duty to respect the confidentiality of our patients and that the patient’s consent will be necessary if a complaint is not made by that patient in person.
If you do wish to make a complaint, please phone or write to our Operations Manager, Mr Andrew Mckie, if Mr Mckie is unavailable you can speak to the Reception staff, they are trained and able to assist you. The reception staff will pass on all the relevant information to the Operations Manager or his Deputy as a matter of priority.
Alternatively you can make a complaint to the NHS England using the following:
Telephone: 0300 311 2233
Postal address: NHS England PO Box 16738, REDDITCH, B97 9PT
We think it is important to deal with all complaints swiftly so you will normally be contacted within two days of us receiving your complaint to discuss with you how and when you would like the complaint resolved. If a meeting is mutually arranged you may bring a friend or relative with you to the meeting.
We will always try to address your concerns fully, provide you with an explanation and discuss any action that may be needed.
We hope that at the end of the agreed process you will feel satisfied that we have dealt with the matter thoroughly. However if this is not possible and you wish to continue with your complaint we will direct you to the appropriate authorities who will be able to help you further.
We cannot investigate complaints about other organisations such as hospitals, District Nurses and Health visitors. These organisations will have their own complaints procedures. We will however offer you as much assistance and support as we can, as a minimum we will help direct you to the right department or organisation that can properly assist you.
Complaint forms and complaint information leaflets can be obtained from the reception
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.