Confidentiality & Medical Records
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 Practitioners 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 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 for the matter to be settled as quickly, and as amicably, as possible.
To pursue a complaint please contact the Business Practice Manager, Shona Wragg either by email , phone , in person or in writing who will deal with your concerns appropriately. Further written information is available regarding the complaints procedure from reception.
Constructive criticism and compliments are always welcome and can be posted to the NHS UK website by following the link.
You may wish to contact the NHS Complaints Advocacy Service for support. This is a free, impartial and independent service for people who wish to make a formal complaint about the National Health Service. The NHS Complaints Advocacy Service can be contacted on 0800 035 0396.
You can also complain directly to NHS England if you wish details can be found here https://www.england.nhs.uk/contact-us/complaint/complaining-to-nhse/.
If you are not happy with how we have dealt with your complaint and you would like to take the matter further, you can contact the Parliamentary and Health Service Ombudsman (PHSO). The PHSO makes final decisions on unresolved complaints about the NHS in England. It is an independent service which is free for everyone to use. To take your complaint to the Ombudsman you can visit www.ombudsman.org.uk/make-a-complaint or call 0345 015 4033.