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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.

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.

Non Discriminatory Policy 

This practice has an equal opportunities policy for patients. The aim is to ensure that 
no patient receives less favourable treatment on the grounds of sex, race, colour, nationality, ethnic or national origin or disability. The practice will do its utmost to 
ensure that all patients are treated fairly and the practice environment is free from discrimination and harassment. We can access the following services o your behalf, although prior management may be necessary:

  • full disabled access
  • interpretation and translation service
  • sign language and/or lip reading surgeries

Complaints

Customer service form

We operate a practice complaints procedure as part of the NHS system for dealing with complaints. Our system meets with national criteria. Our practice Complaints Leaflet gives details of the complaints process and is available from reception. Our aim is to give you the highest possible standard of service and we will endeavour to resolve your problem as quickly as possible. Alan Bolt, Practice Manager is the designated Complaints Manager, please contact him on 01798 872815.

We hope that if you have a problem, you will use our practice complaints procedure. We believe this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our practice.

If you remain unhappy after local resolution and independent review then you can complain to the Health Service Ombudsman. The ombudsman is completely independent of the NHS and Government. You can contact the ombudsman at:-

Millbank Tower, 
Millbank 
London 
SW1P 4QP

Tel: 0345 015 4033 

Email: psho.enquiries@ombudsman.gsi.gov.uk   

Download Complaints Leaflet Here

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.



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