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 General Data Protection Regulations, patients may request access to their medical records. Such requests should be made through the practice manager No information will be released without the patient consent unless we are legally obliged to do so.

Privacy Notice

Fair Processing Notice

Complaints

If you have a complaint about your GP practice, please contact the practice manager in the first instance or please refer to our complaints procedure .Although we hope you will feel able to contact the practice first, if you prefer you can make your complaint direct to the Comments and Complaints Unit at NHS Commissioning Board, PO Box 16738, Redditch B97 9PT (Tel 0300 311 2233), email address England.contactus@nhs.net.

The Clinical Commissioning Group (CCG) can manage complaints relating to provider organisation, such as Acute hospital, ambulance service or community service, and commissioning decision. Alternatively you can raise a complaint with the provider of the service directly. If you do wish the CCG to manage your complaint then please contact the CCG via the following email address SEHCCG.Complaints@nhs.net.

If you require help in raising a complaint then please contact NHS Complaints advocacy

The local service is VoiceAbility and they can be contacted on 0300 303 1660 or by email helpline@voiceabaility.org. This service is free and impartial. You can also obtain advice from your local Citizens Advice Bureaux (CAB). Their service is free and independent of the NHS.

If you still remain dissatisfied following and investigation you do have the right to take your complaint to the Health Service Ombudsman and they can be contact by telephone on 0345 015 4033. See www.ombudsman.org.uk for more information.

Complaints procedure

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.



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