Practice Policies

Your Medical Records

The days when doctors wrote in Latin to keep their notes secret are long gone and computer terminals are now found on all surgery desks.  Most GPs are happy to explain what they are writing in your notes. 

Doctors and healthcare workers take confidentiality very seriously.  A third party such as an employer or relative cannot demand sight of your notes or any medical information about you unless you give written permission.

Insurance companies and solicitors cannot see any part of your medical history unless you allow them access.

Test results, such as HIV status or pregnancy, will not be released to anyone without your consent.

Access to your health records.

You are entitled by law, to have access to your medical records which were written after 1st November 1991. You must apply in writing and a charge of £10 plus reasonable photocopying fees will be made. The Doctor is entitled to withhold any information which he/she considers could be detrimental to you.

EVERYONE WORKING FOR THE NHS HAS A LEGAL DUTY TO KEEP INFORMATION ABOUT YOU CONFIDENTIAL.

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 use or pass on information about you if people have a genuine need for it in your and everyone's interests. Whenever we can we shall remove details which identify you.  Anyone who receives information from us is also under a legal duty to keep it confidential.

Freedom of Information

The ICO has published a new Model Publication Scheme that all public authorities are required to adopt by 1st January 2009.

Model Publication Scheme - further information

Practice Charter

The aim of the practice is to provide you and your family with the best possible treatment and advice at all times and to help you keep healthy.

We continually strive to improve our service and therefore welcome your suggestions and comments.  We always take complaints seriously and act on them as courteously and quickly as possible. 

How we can help you:

1. All Doctors and staff are committed to giving you a good quality of medical care at all times
2. We will endeavour to treat you with courtesy and respect
3. In handling your medical records, we exercise the utmost professional care in order to respect privacy.
4. We comply with the Data Protection Act and Access to Medical Records Act.

 How you can help us:

1. Please be punctual for your appointment, or remember to cancel it if you cannot attend in good time.
2. Make a separate appointment if more than one member of the family needs to be seen.
3. If surgery is running late, please be patient. (One day it may be you who needs extra time!).
4. If you think a home visit is needed, please think carefully whether you could come into the surgery. We can provide a far better service in the surgery. If a patient is acutely ill, we can easily arrange to see you in our emergency room as soon as you arrive. If in doubt, do not hesitate to ask the receptionist.
5. If you change your name, address or telephone number, please inform the receptionist.
6. If you move out of our practice area, please check with us that we can continue to look after you at your new address.
7. Our staff work hard to help. Please be courteous to them.
8. Despite our best endeavours, on rare occasions you may feel you have cause for complaint. We will make every effort to look into this and put it right. 

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Complaints

We make every effort to give the best service possible to everyone who attends our practice.

However, we are aware that things can sometimes 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.

Please contact the Duty Manager who will set the necessary wheels in motion. Further written information is available on our in-houe 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