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.

Information will not be disclosed to family, friends or spouses unless we have prior written, signed consent and we do not leave messages with others.

To ensure your privacy we will not disclose information over the telephone or fax unless we are sure that we are talking to you.

Freedom of Information

Information about the General Practitioners 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

You are entitled to see your health records, subject to the limitations of the law.  You can ask the receptionist about this or submit the request in writing under the guidelines for Subject Access Requests.

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 or in the document below.

Complaints Guidance  Consent for 3rd Party

Violence Policy

A zero tolerance policy towards violent, threatening and abusive behaviour is now in place throughout the NHS.

The doctors, nurses and staff in this practice have the right to do their work in an environment free from violent, threatening or abusive behaviour and everything will be done to protect that right.

At no time will any such behaviour be tolerated in this practice. The occasional types of behaviour that would be found unacceptable:

  • Using bad language or swearing at practice staff
  • Any physical violence towards any member of the Primary Health Care Team or other patients, such as pushing or shoving
  • Verbal abuse towards the staff in any form including verbally insulting the staff
  • Racial abuse and sexual harassment will not be tolerated within this practice
  • Persistent or unrealistic demands that cause stress to staff will not be accepted. Requests will be met wherever possible and explanations given when they cannot
  • Causing damage/stealing from the Practice's premises, staff or patients
  • Obtaining drugs and/or medical services fraudulently

The Practice also reserves the right to remove any patient seen to be making abusive or defamatory remarks on any social networking site (Facebook/Twitter etc).

If you do not respect the rights of our staff we may choose to inform the police and make arrangements for you to be removed from our medical list.

Please be aware that by posting online anything that can be construed as slanderous will be treated as abuse and appropriate action will be taken by the Practice.

Please note, staff are carrying out their duties under the directive of the Partners of the practice and must adhere to the rules as set out by the practice.

Thank You



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