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PRACTICE POLICIES

Confidentiality & Medical Records:   

Locked blue folder The practice complies with data protection (1998 Act) 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, for example 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 some medical records in order to do their jobs.  These members of staff are bound by the same rules of confidentiality as the clinical staff.

Young people:   

We also provide a confidential service for young people in sexual health and other health issues;  this applies even if you are under 16 years of age.   Anything discussed with a member of the practice will remain confidential.  

Freedom of Information (Act 2000):  

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.   

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 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.   

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.     

Chaperone Policy:   

The Practice is committed to providing a safe, comfortable environment where patients and staff can be confident that best practice is being followed at all times and that the safety of everyone is of paramount importance.    All patients are entitled to have a chaperone present for any consultation, examination or procedure where they feel one is required.  This chaperone can be a family member or friend but on occasions we make also suggest a formal chaperone  be present, ie. a trained member of staff.   


Wherever possible we would ask you to make this request at the time of booking an appointment so that arrangements can be made and your appointment is not delayed in anyway. Where this is not possible we will endeavour to provide a formal chaperone at the time of request. However occasionally it may be necessary to reschedule your appointment.  Your healthcare professional may also require a chaperone to be present for certain consultations in accordance with our chaperone policy.   
IUCD fittings are usually undertaken by the nurse practitioner and in the presence of the practice nurse who acts as both assistant and chaperone.   Where this is not possible you will be offered the choice of postponing your appointment or agree to a trained member of staff being your chaperone.

Policies relating to patients:   

If you have any questions or would like a copy of any of the practice policies relating to patients please contact the practice manager. 

Accessible information standards:    

Practice policy document:             Accessible information and communication

NHS England link:                 https://www.england.nhs.uk/ourwork/patients/accessibleinfo/

Named GP:   

As at March 2016, all patients have an "accountable GP", that is the doctor you are registered with in the practice.   Either Dr. Howe or Dr. Hendriksz has overall responsibility for a patient's care but patients can see any doctor of choice.

 

 

 



 
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