Confidentiality

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

The ICO has published a new Model Publication Scheme that all public authorities are required to adopt.

Model Publication Scheme - further information

Comments & Complaints

If you are unhappy, disappointed or have any suggestions on how we can improve our service, please tell us.

You can talk to the Practice Manager or put comments/suggestions in writing and hand it in to reception.

Independent Complaints Advocacy Services (ICAS) - Supports patients and their carers wishing to pursue a complaint about their NHS treatment or care.

Telephone: 0845 120 3734.

Violent Patients

Violence and abuse is a growing concern. GPs and their staff have the right to care for others without the fear of being attacked or abused. The right of the practice to remove a violent patient will be extended to safeguard all those who might have reasonable fears for their safety, this includes practice staff, other patients and other bystanders present when the act of violence is committed or the behaviour took place. Violence includes actual or threatening physical violence or verbal abuse leading to fearing for a person's safety.

We ask that you treat your GP and the Practice Staff with respect.

Standards of Service

1. All our patients will be treated equally and their personal dignity respected at all times.
2. Patients have the right to personal privacy throughout their treatment. A separate room is available at all times to talk to Practice Staff in private.
3. All members of the Practice Team will have regular training and education to maintain our standard of service.
4. We will keep you informed about the services we provide through this leaflet and displays/posters within the Waiting Rooms. We will also provide you with information concerning waiting times for hospital admissions and referral to an outpatient clinic or service when necessary.
5. Patients will have access to their own medical records in accordance with the Access to Health Records Act 1991, Data Protection Act 1998 and the 2002 Guide to the NHS.
6. Patients will receive full information concerning the nature of their medical condition and treatment (including associated risks) investigations or procedures and alternatives available, before agreement on a course of action is reached. The patient has the right to refuse or terminate a service or treatment after full discussion.
7. Patients have the right to be referred to a Consultant of their choice when your GP thinks it is necessary and to be referred for a second opinion if you and your GP agree this is desirable.
8. We will investigate all complaints fully and within specified time limits. The outcome of the investigation will always be notified to the patient - please ask to see our Complaints Procedure Leaflet.
9. The surgery premises will be maintained to comply with Health and Safety legislation. Disabled access and a disabled toilet are available. Baby changing facilities are also available.
10. Confidentiality - All information given to the doctors and Staff will be treated in confidence.
11. If you change to a new surgery we will transfer your medical records to Patient Service Department at Brincliffe House for your new doctor within one week (or within 24 hours if they are needed urgently) from the date we are requested to do so.

Patients' Responsibilities

1. To look after your health; take regular exercise, cut down on fatty foods, cut down on alcohol and stop smoking.
2. To request night visits only when it is truly necessary and home visits by the doctor only when the patient is too ill to visit the Surgery. To recognise that attending the Surgery can often have social and mobility benefits, particularly for the Elderly and that there are few circumstances where a child cannot be brought to Surgery.
3. To inform us if unable to keep an appointment in plenty of time, so that the appointment can be made available to another patient.
4. To read and act upon information provided on various matters, e.g., requests by the doctors to see them before issuing further medication, health promotion leaflets etc.
5. To ensure that you give us at least 48 hours notice for repeat prescriptions.
6. To not expect a prescription without consultation.
7. To co-operate with the practice to ensure that children's behaviour in surgery does not endanger their safety.
8. To treat doctors and Staff with respect and courtesy. A Staff Complaints procedure is in operation, which gives members of staff the opportunity to complain about aggressive or abusive patients. These complaints will be investigated and the outcome notified to the patient and staff member involved.
9. To listen and follow advice given to you. If you are unsure about anything, please ask questions.
10. The surgery, will be kept warm in winter, cool in summer, clean and tidy. Please help us to keep it that way for the benefit of all patients and staff.