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.

PRIVACY NOTICE

How we use your information to provide you with healthcare

    • This practice keeps medical records confidential and complies with the General Data Protection Regulation and UK data protection legislation
    • We hold your medical record so that we can provide you with safe care and treatment.
    • We will also use your information so that this practice can check and review the quality of the care we provide. This helps us to improve our services to you
    • We will share relevant information from your medical record with other health or social care staff organisations when they provide you with care. For example, your GP will share information when they refer you to a specialist in a hospital, or your GP will send details about your prescription to your chosen pharmacy
    • We use a medical record system called SystmOne. Other health and social care organisations, for example GP Out of Hours services and community services, who also use this system may have the ability to view your GP medical record when they are providing care to you. You may be asked if you are happy for your record to be viewed, or in some circumstances you may be sent a verification code to allow services caring for you to view your record. You can choose not to allow other organisations to be able to view your GP medical record
    • Healthcare staff working in A&E and out of hours care may also have access to your information. For example, it is important that staff who are treating you in an emergency know if you have any allergic reactions. This information may be obtained from your Summary Care Record or from SystmOne. For more information see https://digital.nhs.uk/summary-care-records
  • You have the right to request to have any mistakes in your medical record corrected.

Customer service form Suggestions And Complaints

We are always keen to hear of any ideas to further improve the services we offer. Please feel free to talk to any of the team in confidence or to send your comments in writing.
Should a problem arise, our practice staff will ensure that you are taken to a private area so you may discuss your concerns in complete confidence. Most problems can be sorted out quickly and informally in this way. If you wish to make a complaint, we would like you to let us know as soon after the incident as possible. Your complaint will be fully investigated and you will receive a response within forty days. A leaflet explaining the surgery complaints procedure can be obtained from any member of staff.

FGP Complaint procedure   Patient Complaint form

Zero Tolerance Behaviour Policy

We aim to treat our patients courteously at all times and expect our patients to treat our staff in a similarly respectful way. We take seriously any threatening, abusive or violent behaviour against any of our staff or patients. If a patient is violent or abusive, they will be warned to stop their behaviour. If they persist, we may exercise our right to take action to have them removed, immediately if necessary, from our list of patients.



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