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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.

Complaints

Customer service form

We endeavour to give you the best service possible at all time, but there may be times when you have a complaint or concern about the service you have received from the doctors or staff working here, and you are entitled to ask for an explanation.

We operate an in-house complaints procedure to deal with your complaints. This procedure does not deal with matters of legal liability or compensation, but we hope you will use it to give us the opportunity to look into and, if necessary, correct any problems that may have arisen. Yvonne Pope, Practice Manager, will always be happy to speak to patients either by phone or in person. In some cases the in-house procedure is not an appropriate form of investigation, in which case you will be referred to the appropriate authority.  

You are, however, able to approach NHS ENGLAND to raise a complaint on your behalf, but it is NHS ENGLAND that determines whether to investigate concerns or refer them back to the practice. You are not able to raise your complaint with NHS ENGLAND after you have received a response from the practice. 

This procedure does not affect your rights to make a formal complaint to

Post

NHS England
PO Box 16738
Redditch
B97 9PT

Email

england.contactus@nhs.netmarked ‘For the attention of the complaints manager’ in the subject line.

By telephone

0300 311 22 33 (Monday to Friday 8am to 6pm, excluding English Bank Holidays)

Patients should be advised they will need to provide as much information as possible to allow NHS England to investigate your complaint. Include some or all of the following:

Your name and a valid email or home address for reply;

A clear description of your complaint;

Copies of earlier associated correspondence between yourself and NHS England; and

Any valid correspondence case reference numbers.

NHS England aim to respond to all complaints within 20 working days. If we are unable to reply within this time, we will let you know and provide a realistic estimate of when you can expect a reply.

N.B. Please note there is no longer a Patient Advice and Liaison Service (PALS)

Please note, we have to respect our duty of confidentiality to patients, and patient’s consent will be necessary if a complaint is made on their behalf. We cannot provide confidential information without appropriate authority if you are not the patient in question.

Your complaint should be addressed to Yvonne Pope, Practice Manager, who will ensure that it is investigated thoroughly and as speedily as possible.  We aim to report back to you within two weeks although, in some cases, more time may be required in which case you will be informed of the delay.

Click here for a copy of our complaint form. You do not have to use it if you prefer to set out your complaint in your own way. We can help you write down your complaint if you feel you need help. Please contact Yvonne Pope who will be happy to assist you.

We hope to address your concerns fully, provide you with a suitable explanation, and discuss any action that may be taken. We trust that at the end of the informal meeting you will be satisfied that the matter has been resolved.

The following websites may also offer some useful information.

PHSO : www.ombudsman.org.uk

POhWER ICAS: www.pohwer.net

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.

GDPR (General Data Protection Regulations)

Provison of direct care

Medical research and national audits

Legal requirements to share data

National screening programmes



 
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