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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 Patient Information

Patient data will be shared within the practice health care team and with other health professionals to whom you are referred for care.  Your data may be used by those teams providing your care for the essential purpose of clinical audit, research, provision of health care services and training.  Data disclosed will be kept to a minimum required and anonymised, where possible, before disclosure.  All individuals with access to your data have a professional and/or contractual duty of confidentiality.

Complaints

good_ratingsThis practice follows the NHS complaints procedure when dealing with complaints.  A copy of our complaints procedure is available at reception.  You may also comment on the service direct to the practice manager who will follow up any concerns appropriately.

You can complain to either the Provider or the Commissioner of the health service you are unhappy about. You should make your complaint as soon as possible.

 

The NHS complaint procedure states that you should make your complaint within 12 months of either the event you are complaining about or as soon as the matter came to your attention. This time limit can be extended as long as the complaint can still be satisfactorily investigated .

 

You should 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;
  • any relevant correspondence

NHS England aims to acknowledge all complaints no later than the third working day after the day the complaint is received. The complaint will be investigated and you will receive the findings of that investigation along with an appropriate apology and to understand if any learning or changes will take place as a result of the findings of the investigation.

  Complaining to NHS England

By Post

NHS England
PO Box 16738
Redditch
B97 9PT

   E-Mail: england.wessexcomplaints@nhs.net

  Violent Patients - Zero Tolerance

If you are not satisfied with our response, you have the right to take your complaint to the Health Service Ombudsman. The Ombudsman is independent of Government and the NHS. You can contact their helpline on 0345 015 4033, email phso.enquiries@ombudsman.org.uk, fax 0300 061 4000 or via post to Millbank Tower, Millbank, London, SW1P 4QP. Further information about the Ombudsman is available at www.ombudsman.org.uk.

The NHS operates a zero tolerance policy with regard to violence and abuse and the practice has the right to remove violent patients from their list with immediate effect.  Violence includes actual or threatened physical violence or verbal abuse, which leads to fear for a person’s safety.  We are obliged to 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. The CCG is then responsible for providing further medical care.

Patient Rights & Responsibilities 

You have a right to expect a high standard of medical care from our practice and we will try at all times to provide the best care possible within the resources available.  It is your responsibility to ensure that you keep medical appointments and follow the medical advice given.  Occasionally a practice/patient relationship breaks down. The patient may choose to register with a different practice.  The practice also has the right to remove patients from their list. This would generally follow a warning that had failed to rectify the situation

Violent Patients

Symbol Error 3The NHS operates a zero tolerance policy with regard to violence and abuse and the practice has the right to remove 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 persons safety. In this situation we are obliged to notify the patient in writing of their removal from the list and record in the patient’s medical record the fact of removal and circumstances leading to it. 



 
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