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Practice Policies

Confidentiality & Medical Records

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.

Subject access Requests

In accordance with General Data Protection Regulations patients may request to see their medical records. Such requests should be made in writing, please be specific in what areas of your medical records you would like.  No information will be released without the patient consent unless we are legally obliged to do so. The alternative is to request online access to your medical records, this helps to save the practice time and money.  if you wish to have online access please ask at reception where you will need to complete a form.  

If you are going through a case which involves Solicitors, they may request information from your medical records via a subject access request.  If you do need this information we would be grateful if you could be specific with what areas or date ranges of information your require.  If the solicitor request the whole of your medical records this will take some time.  We have to pull your old Lloyd George paper notes and the Doctors has to redact any third party information, this take a lot of the Doctors time.  So it would help the Doctors workload if you can be specific with the information that is required. 

Access to Health Records Act

If you are going through an insurance claim, the insurance company may need to have access to some or all of your medical records. We will not give them any information unless we have your consent.  

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.

We aim to provide a high quality service and are very interested in hearing how our systems could be improved.

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.

Patients

Patients' Charter for England

The practice fully supports the patient's charter. More information concerning this can be obtained by writing to the Practice Manager. 

Patient Rights

As a patient, you can expect to be treated by an appropriate health care professional. Sometimes this will involve referring you to a specialist. You should expect to be treated courteously, in privacy, and what you say will be confidential. You should receive a good quality of care. We aim to continually improve service, concentrating on prevention as well as treatment.

The practice operates an equality policy and does not discriminate on the grounds of race, gender, social class, age, religion, sexual orientation, appearance, disability or medical condition.

Patient Responsibilities

To help the practice provide the best possible service to our patients please:

  • Notify us if you cannot attend an appointment.
  • Arrive promptly for your appointment.
  • Notify us if you change your address or telephone number (form on web-site).
  • Show consideration to other patients at the surgery.
  • Give your health care provider as much information as possible.
  • Follow the prescribed and agreed treatment plan.
  • Manage minor illness yourself.


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