Policies 

Comments, Suggestions and Complaints

We aim to provide the highest standards of care to you and would like to hear from you if you feel that there is something we could have done better. Most problems can be sorted out quickly and easily often at the time that they arise with the person concerned and this may be the approach you try first.
If you have a problem or complaint that you feel has not been resolved and you are still dissatisfied please contact our Practice manager in writing.

We very much appreciate any suggestions or comments on how to improve our services to you.


Confidentiality

Partners, Doctors, Practice Nurses and practice administration staff and other health professionals adhere to a code of confidentiality and are obliged to treat the information that you give us in the strictest of confidence.

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.


Chaperones

Sometimes it may be necessary for our doctors and nurses to perform examinations and procedures that are invasive, intimate or sensitive in nature as part of your care.

Chaperones are used to

    • Ensure your privacy and dignity are protected
    • Ensure you understand all the information given to you
    • Provide support and reassurance
    • Protect the healthcare professional

If you would like to have a chaperone present during any of these examinations or procedures please ask and one will be provided.


Access to Information

You have the right to see your medical records and information held about you. Please contact the Practice for further information.


Freedom of Information

The ICO has published a new Model Publication Scheme that all public authorities are required to adopt. We undertake to support relevant public bodies in meeting these obligations.


Data Protection

Please see our Data Protection Privacy Notice


Safeguarding

The practice has a number of policies and procedures in relation to the safeguarding of adults, children and young people. These are necessary to ensure that we take all reasonable steps to ensure the safety of our patients and the people that they may come into contact with. These policies are required by law and are fully compliant with the local authority’s multi-agency safeguarding framework.


Violent & Abusive patients

In line with the wider NHS, the Practice operates a zero tolerance policy regarding violence and aggression. Any persons committing an act of violence/abuse against any member of staff, patient or visitor at the practice will be reported to the police and maybe removed from the practice list.