Practice Policies

Confidentiality & Medical Records

Locked blue folder 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.

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 do however advocate that patients download the NHS App where their medical record will be visible.

Complaints

The Responsibilities of the Practice

To give you absolute confidentiality and privacy in accordance with professional guidelines.

To treat you with respect and courtesy at all times.

To treat you as an individual, and to discuss with you the care and treatment we can provide.

To give you the most appropriate care by suitably qualified staff.

To provide you with urgent care when you need it during the times we are open.

To refer you to a consultant acceptable to you when necessary.

To give you access to your health records, subject to any limitations in the law.

Your Responsibilities as a Patient

To treat all staff with respect and courtesy at all times. The Practice will not tolerate any form of verbal or physical abuse.

To ask for a home visit only when the patient is unable to attend the surgery through illness or infirmity. If a home visit may be required please make this request before 10.30 in the morning.

To ask for an out of hours visit only when necessary.

To keep your appointments and to make separate appointments for each patient wishing to see the Doctor, One appointment per problem.

To let us know when you change your address or telephone number.

To be patient when the health worker you have come to see is delayed for any reason.

Confidentiality/Access to Medical Records
Patient records are extremely confidential and notes are only shared externally with those involved with the patients care e.g. hospital consultants.

Patients must give their consent if information is requested from other organisations e.g. insurance companies.

Patients are entitled to view their own notes and must contact the Practice.

Zero Tolerance

This practice has a Zero Tolerance Policy. This means we will not accept any abuse, verbal or otherwise, from members of the public. Such action may result in you being asked to find another doctor.

Social Media

The practice welcomes all patient feedback - positive or negative, but if you do have any concerns we would prefer you write to us directly as per the complaints procedure below.

Please be aware that posting anything on-line that may construed as slanderous, inflammatory or derogatory will be treated as abuse and in line with our zero tolerance policy (see above)

Complaints

Our aim is to provide the highest possible level of service and care. If you have any suggestions to make or if you are unhappy about any aspect of our service, please ask to see the Practice Manager who will be happy to discuss the problem and explain our in-house procedure for looking at complaints.

Complaints procedure ?- Please see attached Leaflet

Complaints to NHS England https://www.england.nhs.uk/contact-us/complaint/complaining-to-nhse/

Independent advice http://www.healthwatchrochdale.org.uk/making-complaints-about-health-social-care-service<http://www.healthwatchrochdale.org.uk/making-complaints-about-health-social-care-servic>

Customer service form

The Responsibilities of the Practice

To give you absolute confidentiality and privacy in accordance with professional guidelines.

To treat you with respect and courtesy at all times.

To treat you as an individual, and to discuss with you the care and treatment we can provide.

To give you the most appropriate care by suitably qualified staff.

To provide you with urgent care when you need it during the times we are open.

To refer you to a consultant acceptable to you when necessary.

To give you access to your health records, subject to any limitations in the law.

Your Responsibilities as a Patient

To treat all staff with respect and courtesy at all times. The Practice will not tolerate any form of verbal or physical abuse.

To ask for a home visit only when the patient is unable to attend the surgery through illness or infirmity. If a home visit may be required please make this request before 10.30 in the morning.

To ask for an out of hours visit only when necessary.

To keep your appointments and to make separate appointments for each patient wishing to see the Doctor, One appointment per problem.

To let us know when you change your address or telephone number.

To be patient when the health worker you have come to see is delayed for any reason.

Confidentiality/Access to Medical Records
Patient records are extremely confidential and notes are only shared externally with those involved with the patients care e.g. hospital consultants.

Patients must give their consent if information is requested from other organisations e.g. insurance companies.

Patients are entitled to view their own notes and must contact the Practice.

Zero Tolerance

The NHS operates a zero tolerance policy towards any member of our staff or patients. We understand unwell patients do not always act in a reasonable manner and will take this into consideration when trying to deal with your misunderstanding or complaint. We ask that you treat the GP staff courteously and act reasonably. Anyone breaching this policy will be asked to leave the Practice or may be removed for the Practice list.

Social Media

The practice welcomes all patient feedback - positive or negative, but if you do have any concerns we would prefer you write to us directly as per the complaints procedure below.

Please be aware that posting anything on-line that may construed as slanderous, inflammatory or derogatory will be treated as abuse and in line with our zero tolerance policy (see above)