Policies

Chaperones - Patient Privacy and diversity
The Practice has a policy to respect the privacy, dignity, the cultural and religious beliefs of patients.  Sometimes it is helpful for both the doctor and to the patient to have another person in the room during a physical examination. If you feel you would like a chaperone to be present during a physical examination with any health professional, please let us know and we will do our best to comply with your wishes.  The doctor will not be offended, they will sometimes request this themselves.
 
Zero Tolerance
The Practice has a ZERO tolerance policy toward Intimidating, Aggressive, Violent Behaviour or Foul language against any NHS staff member. If a Patient demonstrates any of the above behaviours, the Practice will have no option but to report this to the Local Health Authority. This may result in Patients being removed from the Practice list.
 
Medical Records
Everyone working in the NHS and this Practice has a legal duty to keep information about you confidential. We do share information with other healthcare professional’s if you require a referral or it is part of you ongoing care. Anyone who receives information from us is also under a legal duty to keep your information confidential. Our guiding principle is that we hold your records in strictest confidence. If you have any queries, please contact the Practice Manager. 
 
Complaints
 
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 the matter to be settled as quickly and as amicably as possible.
 
We do operate a complaints procedure, please initially talk to the Practice Manager or her assistant and they will endeavour to assist you.
 
complaints-patientinformationsheet.doc
 
If you remain dissatisfied with the outcome of our in-house investigations other organisations are available to help you further.  See our information sheet for details.
 
We are continually surviving to improve our service.  Any helpful suggestions would be much appreciated and a suggestion box is located in reception.  Alternatively complete a Friends and Family Test form 
 
Data Protection Act – Patient Information
We need to hold personal information about you on our Computer system and in paper records to help us to look after your health needs.
Please help to keep your record up to date by informing us of any changes to your circumstances.
 
Doctors and staff in the practice have access to your medical records to enable them to do their jobs. Your doctor is responsible for their accuracy and safe-keeping. 
 
From time to time, it may be necessary to share information with others involved in your care. Anyone with access to your record is properly trained in confidentiality issues and is governed by both a legal and contractual duty to keep your details private.
 
All information about you is held securely and appropriate safeguards are in place to prevent accidental loss.
 
In some circumstances we may be required by law to release your details to statutory or other official bodies, for example if a court order is presented, or in the case of public health issues. In other circumstances you may be required to give written consent before information is released – such as for medical reports for insurance, solicitors etc.
 
To ensure your privacy, we will not disclose information over the telephone or fax unless we are sure that we are talking to you.
 
Information will not be disclosed to family, friends, or spouses unless we have prior written consent, and we do not leave messages with others.
 
You have a right to see your records if you wish. Please ask at reception if you would like further details and our patient information leaflet. An appointment will be required. In some circumstances a fee may be payable.
 
Please see the full guidance below
/admin/resources/how-we-use-your-information-fullversion10.docx