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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.

Consent to Treatment

It is important that a patient understands treatment that is to be given to them AND actively gives consent to the procedure. Consent is also required before confidentiality may be broken (e.g. by the writing of a medical report for a third party).

Consent may be inferred, verbal or written. The form of consent that has been accepted will be recorded in the patient’s medical record.

Consent needs to be considered especially when dealing with a child, who should give it, is the child competent to give own consent and how should it be given?

Complaints

Customer service form

If you have a complaint or concern about the service that you have received from the doctors or any of the staff working in this practice, please let us know. We operate a practice complaint procedure as part of the NHS system for dealing with complaints and our complaints system meets national criteria.

How to complain

We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible - ideally, within a matter of days or at the most weeks - because this will enable us to establish what happened more easily. If it is not possible to do that, please let us have details of your complaint:

  • Within 6 months of the incident that caused the problem; or
  • Within 6 months of discovering that you have a problem, provided this is within twelve months of the incident.

Should you wish to make a formal complaint please address it either verbally or in writing to the Practice Manager, Mrs Karen Fido or Email complaints.newburystreet@nhs.net. Alternatively, you may ask for an appointment with Mrs Fido in order to discuss your concerns. She will explain the complaints procedure to you and will make sure your concerns are dealt with promptly. It will be a great help if you are as specific as possible about your complaint.

Dr Rhodri Davies is the Partner with final responsibility in this area.

OR

NHS England

PO Box 16738 | Redditch | B97 9PT

0300 3 11 22 33

england.contactus@nhs.net

www.england.nhs.uk

What we shall do

We shall acknowledge your complaint within two working days and aim to have looked into your complaint within ten working days of the date when you raised it with us. We shall then be in a position to offer you an explanation, or a meeting with the people involved. When we look into your complaint, we shall aim to:

  • Find out what happened
  • Make it possible for you to discuss the problem with those concerned, if you would like this.
  • Ensure you receive an apology, where this is appropriate.
  • Identify what we can do to make sure the problem doesn’t happen again.

Complaining on behalf of someone else

Please note that we keep strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, we have to know that you have his or her permission to do so. A note signed by the person concerned will be needed, unless they are incapable (because of illness) of providing this.

We hope that, if you have a problem, you will use our practice complaints procedure. We believe this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our practice. If you are dissatisfied with the result of our investigation. You should contact:

Parliamentary and Health Service Ombudsman

Customer helpline (8:30am – 17:30 pm Monday to Friday)

0345 015 4033

http://www.ombudsman.org.uk/home

Advocacy Service

seAp provide independent advocacy services to help resolve issues or concerns you may have about your health and well-being or your health and social care services. There aim is to ensure that:

  • You are in control of decisions which are made about you.
  • Your experiences, views, wishes and feelings are heard.
  • You can contribute to improving the health and care services you use.

Phone them on 0330 440 9000 or text SEAP TO 80800 or alternatively visit the website

http://www.seap.org.uk

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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