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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

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.

Missed Appointments

Due to the increased number of patients failing to attend their appointments, the surgery is not always able to book a patient with the doctor of their choice on the day of their choice.

 

In an attempt to try and resolve this, the practice conducted a patient survey and based on the results we have developed the following policy.

 

If you fail to attend an appointment, you will receive a letter/and or text and this explanation leaflet of our policy.

 

If you urgently require to see a doctor on the same day that you missed an appointment you may have to speak to a doctor before another that day can be made.

 

If you fail to attend a second appointment without informing us, we will write to you asking if there are any specific reasons preventing you from letting us know.

 

If you fail to attend for a third appointment, you may be removed from the practice list and have to find an alternative GP Practice.

 

If you have called to cancel your appointment but that message has not been relayed in time and you have therefore received this letter, please accept our apology. If you could let the manager or the secretary know we will ensure that the DNA letter is removed from your record.

 

 


 
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