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 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.
For more information on how we use your information please view our practice leaflet - How we use your info.doc
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.
We believe that complaints should be viewed poitively and seen as a mechanism for monitoring and improving the quality of the services it provides. In addition, it is the right of all service users to bring to the practice's notice any aspects which they are unhappy of concerned about. All complaints are fully investigated and treated fairly.
The practice's belief that complaints are an important mechanism and an opportunity to improve the quality of services means that staff do not feel threatened or defensive about complaints and this helps to ensure they are dealty with fairly.
When a complaint invloves clinical judgement, this will be investigated by the discipline invloved. The following procedure has been adopted by the practice:
- Please direct your verbal or written complaint to the Practice Business Manager
- If a written complaint is received it will be acknowledged within three working days.
- If deemed necessary, a meeting will be arranged with the complainant, the practice manager and/or reception manager at the earliest mutually convenient date and time.
- Investigations will be completed and a reply sent to the complainant within 10 working days of the complaint being received.
- If the timescale cannot be met, a letter will be sent to the complainant giving the reason for this.
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.