This website uses cookies to function correctly.
You may delete cookies at any time but doing so may result in some parts of the site not working correctly.
 

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.

Patient Rights & Responsibilities

Rights

  • We will treat you with dignity, respect and politeness.
  • We will not discriminate. No member of the practice may discriminate against or treat unfairly another member of the practice, a patient or a member of the public attending the surgery, on the grounds of gender, race, nationality, ethnic origin, colour or creed, age marital status, disability, medical condition, social background or sexual orientation. Respect and dignity are the right of everyone, staff, patients and members of the public.
  • We provide wheelchair access to all parts of the building as well as a disabled toilet.
  • We will treat all of your information as strictly confidential – unless you have told us by word or letter that you would like someone else to have access to it. Electronic data kept on computer by the Practice complies with the Data Protection Act.
  • We aim to provide a routine appointment within two working days.
  • We aim to see you at your appointment time – please allow us to give time to those who need it.
  • We aim to provide accurate and up to date, evidence-based medical advice – but respect your right to do what is right for you, once you feel fully informed.
  • We aim to provide an accurate and efficient Dispensary service.
  • We are always looking for ways to improve and are more than happy to hear any suggestions you have. If you feel you need to complain about some aspect of our service, we operate an NHS-approved complaints procedure. Ask for a leaflet at reception.

Responsibilities

  • We ask that you to keep us informed of your address and contact details, including a mobile telephone number if possible.
  • We would ask that you to endeavour to keep your appointment and let us know if you cannot attend.
  • We would ask you to endeavour to be on time for your appointment. It may not always be possible to see you if you arrive past your appointment time.
  • We would ask you to allow us to provide the best service for all patients by only asking for a visit when the patient is too ill to attend the surgery.
  • We would ask that you be polite and respectful to our staff and Doctors. If you are rude or aggressive to our staff, you will be informed of this and it will be recorded in your notes. If this happens a second time, you will be removed from our list and will have to find another doctor.
  • We ask you not to respect the rules of the building. Smoking is not permitted in the surgery. Please do not eat and drink in the surgery building. Mobile phones are not allowed to be used in the building.

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 here or from reception.

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.



 
Call 111 when you need medical help fast but it’s not a 999 emergencyNHS ChoicesThis site is brought to you by My Surgery Website