We 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.
Confidentiality & Medical Records
The 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 the 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 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 the 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 patient consent unless we are legally obliged to do so.
Your Data Matters to the NHS
Information about your health and care helps us to improve your individual care, speed up diagnosis, plan your local services and research new treatments. The NHS is committed to keeping patient information safe and always being clear about how it is used.
How Your Data is Used
Information about your individual care such as treatment and diagnoses is collected about you whenever you use health and care services. It is also used to help us and other organisations for research and planning such as research into new treatments, deciding where to put GP clinics and planning for the number of doctors and nurses in your local hospital. It is only used in this way when there is a clear legal basis to use the information to help improve health and care for you, your family and future generations.
Wherever possible we try to use data that does not identify you, but sometimes it is necessary to use your confidential patient information.
You Have a Choice
You do not need to do anything if you are happy about how your information is used. If you do not want your confidential patient information to be used for research and planning, you can choose to opt-out securely online or through a telephone service. You can change your mind about your choice at any time.
Will Choosing This Opt-out Affect Your Care and Treatment?
No, choosing to opt-out will not affect how information is used to support your care and treatment. You will still be invited for screening services, such as screenings for bowel cancer.
What do You Need to do?
If you are happy for your confidential patient information to be used for research and planning, you do not need to do anything.
To find out more about the benefits of data sharing, how data is protected, or to make/change your opt-out choice visit www.nhs.uk/your-nhs-data-matters.
We aim to provide a high-quality service where, as a patient, you can expect:
- To be treated courteously at all times.
- To be given information about the availability of services within the practice.
- To be given an appointment on the day of request if your need is urgent.
- To be seen within 30 minutes of your appointment, or to be given an explanation about the delay.
- To be able to speak to any member of staff in private if you ask to do so.
- To have your medical records, held at the surgery, treated in confidence.
- To be kept fully informed about all aspects of your condition, possible treatments and side effects.
- Requests for repeat prescriptions to be completed and ready for collection in 48 hours.
Patient’s Rights and Responsibilities
As a patient, you have the right to be registered with a named doctor but please remember that you may have to see any of the doctors if your need is urgent. You have a right to receive emergency care, receive appropriate drugs and medicines, be referred for a specialist or second opinion if you and the GP agree this is necessary, see your medical records or a copy, subject to certain laws, and know that by law, everyone working for the NHS must keep the contents of your medical records private.
With these rights come responsibilities for the patient. That means being courteous to staff at all times. We request that patients be as prompt as possible for all appointments and cancel any unwanted appointments with adequate time for us to offer time to other patients. It is the patient’s responsibility to attend all pre-booked appointments. We regularly monitor the number of missed appointments and persistent offenders will be removed from the list.
Summary Care Record
There is a new Central NHS Computer System called the Summary Care Record (SCR). It is an electronic record that contains information about the medicines you take, allergies you suffer from and any bad reactions to medicines you have had.
Why do I Need a Summary Care Record?
Storing information in one place makes it easier for healthcare staff to treat you in an emergency, or when your GP practice is closed.
This information could make a difference to how a doctor decides to care for you, for example, which medicines they choose to prescribe for you.
Who Can See it?
Only healthcare staff involved in your care can see your Summary Care Record.
How do I Know if I Have One?
Over half of the population of England now have a Summary Care Record. You can find out whether Summary Care Records have come to your area by looking at our interactive map or by asking your GP.
Do I Have to Have One?
No, it is not compulsory. If you choose to opt-out of the scheme, then you will need to complete a form and bring it along to the surgery. You can use the form at the foot of this page.
For further information visit the NHS Care records website.
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.