Confidentiality & Medical Records
All matters relating to individual patients are treated as strictly confidential. We will only give details about appointments, test results etc. to you personally and not to a relative or representative. All staff at the practice have access to patient records at appropriate and relevant levels. Patient information will only be passed onto 3rd parties (eg solicitors) only with the patient’s specific written consent.
The practice is registered under the Data Protection Act & works within Caldicott Guidance.
Accessible Information Standard Policy
The Accessible Information Standard directs and defines a specific, consistent approach to identifying, recording, flagging, sharing and meeting the information and communication support needs of patients, service users, carers and parents, where those needs relate to a disability, impairment or sensory loss.
It is of particular relevance to individuals who are blind, d/Deaf, deaf blind and / or who have a learning disability, although it will support anyone with information or communication needs relating to a disability, impairment or sensory loss, for example people who have aphasia or a mental health condition which affects their ability to communicate.
The Standard applies to service providers across the NHS and adult social care system, and it specifically aims to improve the quality and safety of care received by individuals with information and communication needs, and their ability to be involved in autonomous decision-making about their health, care and wellbeing.
Registered patients will have an alert added to the home page of their medical notes and a pop-up will prompt anyone who opens their record to ask about their needs.
New patients registering with the practice, will be asked about their information or communication needs at the point of registration.
Complaints
If you have a complaint or concern about the service you have received from the doctors or any of the staff working in the practice, please let us know.
We operate a practice Complaints Procedure as part of the NHS system for dealing with complaints. Should you require assistance you can contact :- Patient Advisory Liaison Service on 0800 052 5270.
Complaints Brochure
Suggestions
If you have any suggestions for improvements in the way the surgery operates, please put in writing and put in the prescription box in the waiting room or ask to see Mr Gwatkin, Practice Manager
Zero Tolerance Policy
The practice has a policy in relation to abusive and threatening behaviour – if any patient behaves in this way, as a consequence they may be removed from the practice list