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Practice Policies

Confidentiality & Medical Records

Locked blue folderThe practice complies with General 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.

Telephone call recording

Incoming and outgoing calls at Manor House Lane and Marston Green Surgeries are automatically recorded.  This information is stored on the hard drive of one of our computers and can only be accessed by the practice manager if they wish to review a conversation that has been  held with a patient.  It is possible they may wish to use this recording for training, monitoring and dispute resolution. As well as actually recording conversations the system provides call data which allows us to see how long it takes us to answer the phone, how many calls come in and how we deal with them.  We hope to use this information to evaluate our service and plan future resources.

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.

Access to Records / Subject Access Requests

Since the introduction of the General Data Protection Regulations (GDPR) at the end of May 2018 patients may make requests for copies of their medical records or parts thereof under a Subject Access Request (SAR's) these will be supplied free of charge, you will be asked to collect the requested items from surgery (ID will be required) and you will need to sign for them accepting responsibility for their safe keeping. If this facility is used excessively charges can be applied for copying etc under GDPR. SARs can also come from a 3rd party with the patients consent and these will also need to be signed for by the patient and then forwarded to the 3rd party by the patient.

In accordance with the Data Protection Act 1998, Access to Health Records Act and General Data Protection Regulations, no information will be released without the patient consent unless we are legally obliged to do so.  

Data Protection Notice for patients


2019 June, Pat Privacy Notice incl PCN's

To view information regarding ' Your data matters to the NHS'  and further information on the national opt out programme ( removing your data from inclusion in  research and planning) please go to nhs.uk/your-nhs-data-matters or call 0300 303 5678.

Complaints

Customer service formWe 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 practice manager who will deal with your concerns appropriately. Further written information is available regarding the complaints procedure from reception.

Accountable GP

All patients registered at the practice are allocated an Accountable GP, this GP is responsible for overseeing patient care. Many other members of staff will be involved in a patients care and the patient is able to see any of the clinicians working at the practice but the accountable GP is the GP who has overall responsibility for an individual patient.

Violence Policy

The NHS operate a zero tolerance policy with regard to violence and abuse and the practice has the right to remove violent patients from the list with immediate effect in order to safeguard practice staff, patients and other persons. Violence in this context includes actual or threatened physical violence or verbal abuse which leads to fear for a person’s safety. In this situation we will notify the patient in writing of their removal from the list and record in the patient’s medical records the fact of the removal and the circumstances leading to it.



 
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