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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

Patients have a right to access their medical records, irrespective of when they were created.  This applies to paper and computer records. 

Access to Medical Records Policy: Access to Medical Records

Complaints

Customer service form

We are proud of our practice and our staff. Nonetheless, we recognise that problems may occasionally arise with the services we provide. Should you wish to make a complaint about our work or a member of staff, we will give you the following undertakings:

  • we will make every effort to acknowledge your complaint in writing within three working days and will include details of the practice complaints procedure.
  • we will endeavour to give a written explanation within 28 working day
  • we will offer you the opportunity to discuss your complaints with our practice manager, Sue Thatcher, in private.
  • if your complaint involves a doctor, we will offer you the opportunity to discuss the matter with the doctor involved or with the doctor responsible for dealing with such matters.
  • if, despite our efforts, you feel your complaint has not been dealt with adequately we will advise you how you may pursue matters.  

Complaints Policy:Complaints Policy

The Health Service Ombudsman

The Health Service Ombudsman has published a booklet that describes the ‘six principles for remedy’ in relation to complaints handling and involves:

  1. Getting it right
  2. Being customer focused
  3. Being open and accountable
  4. Acting fairly and proportionately
  5. Putting things right
  6. Seeking continuous improvements

If you remain unhappy after everything has been done to try to resolve your concern or complaint you have the right to approach the Ombudsman. 
Tel: 0345 015 4033 
Email: phso.enquiries@ombudsman.org.uk 
Write: Millbank Tower, Millbank, London SW1P 4QP.

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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