Confidentiality

Personal Information

We ask you for your personal information so that you can receive care and treatment.

We keep this information together with details of your care, because it may be needed if we see you again.

We may use some of this information for other reasons: for example, to protect the health of the public generally and to see that the NHS runs efficiently, plans for the future, trains its staff, and can account for its actions.

Information may also be needed to help educate tomorrow’s clinical staff and to carry out medical and other health research for the benefit of everyone.

You may be receiving care from other people as well as the NHS. So that we can all work together for your benefit we may need to share some information about you.

We only ever pass on information about you if people have a genuine need for it in your and everyone’s interest. The sharing, of some types, of very sensitive personal information is strictly controlled by law. Whenever we can we remove details which identify you.

Sometimes the law requires us to pass on information; for example to notify a birth.Anyone who receives information from us is under a legal duty to keep it confidential.

EVERYONE WORKING FOR THE NHS HAS A LEGAL DUTY TO KEEP INFORMATION ABOUT YOU CONFIDENTIAL AND YOU HAVE THE RIGHT TO SAY NO IF YOU DO NOT WANT INFORMATION ABOUT YOU GIVEN TO OTHERS.

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.

Suggestions & Complaints

Patient Comments

We are happy to receive comments and suggestions. We hope you will not have cause to complain but if you do, please ask the receptionist for a complaint form, or ask for an appointment to see our Practice Manager, Sandra Mabbott.

Patient 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 for the matter to be settled as quickly, and as amicably, as possible.

Simply contact the Practice Manager and she will set all the necessary wheels in motion. Further written information is available on the complaints procedure from reception. We are continually striving to improve our service. Any helpful suggestions would be much appreciated and a suggestion box is located in the waiting area.

Removal from the Practice List

When a patient is physically violent or threatening towards a doctor, practice staff or other patients on the practice premises, Causes physical damage to practice premises or other patient’s property, gives verbal abuse or makes threats towards the doctor, practice staff or other patients, gives racist abuse, orally or physically.

Irretrievable Breakdown of the Doctor-Patient Relationship

Where a patient’s behavior falls outside of that which is normally considered reasonable and leads to an irretrievable breakdown of the doctor-patient relationship

Patient Rights

You will be treated with respect and as a partner in your care. Being a partner means you have responsibilities too.

We will:

• Ensure our patients have 24-hour access to medical advice.
• Aim for you to have access to a suitably qualified medical professional within 48 hours of your initial contact during surgery hours, or in an urgent case, the same day.
• Work in partnership with you to achieve the best medical care possible.
• Involve you and listen to your opinions and views in all aspects of your medical care.
• The prevention of disease, illness and injury is a primary concern.

The medical staff will advise and inform you of the steps you can take to promote good health and a healthy lifestyle. We would respectfully ask that you: 

• Let us know if you intend to cancel an appointment or are running late.
• Treat staff with courtesy and respect. Reception staff may have to ask some personal questions to assist us in providing you with the best service
• Inform the practice staff of any alterations in your circumstances, such as change of surname, address or telephone number. Please ensure that we have your correct telephone number, even if it’s ex-directory.

As patients, you are responsible for your own health and that of any dependents. It is important that you adhere to information and advice given to you by health professionals, and co-operate with the practice in endeavouring to keep you healthy.