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.
Patients' Rights and Responsibilities
Please let us know if you change your name, address or telephone number.
Please keep your appointment or advise us as soon as possible if you are unable to make it. Patients who persistently fail to attend appointments without cancelling may be asked to register with another surgery.
Please keep your telephone call brief and avoid calling during peak morning time for non-urgent matters.
Please treat the doctors and practice staff with courtesy and respect.
You have the right to leave our list and register with another Practice if you are unhappy with our services
We 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.
If you would like to make a complaint regarding the surgery, we have various methods for you to do so which include.
- Completing a complaints form
- Writing a letter to our Complaints Officer
- Sending an email firstname.lastname@example.org
Our complaints officer works 08:00 - 16:30 on Monday, Wednesday and Fridays.
The turnaround time for our response will depend on the issue as some take longer to investigate than others. We will however acknowledge receipt of our complaint within three working days.
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.