This website uses cookies to function correctly.
You may delete cookies at any time but doing so may result in some parts of the site not working correctly.
 

Practice Policies

Confidentialitypadlocked_folders

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. To ensure complete confidentiality we are unable to give information regarding our patients even to friends or relatives.

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.

The practice is registered under the Freedom of Information Act and the patients can access information on http://www.foi.nhs.uk

Comments & Suggestionscontact

Comments on any aspect of the practice will be received with interest. Please pass any such comments to the practice manager, Annette Galvin.

Complaints

Annette also deals with complaints. These should be written and addressed to her at the surgery. Please ask at reception if you would like a written copy of our complaints procedure.

All complaints are acknowledged in writing, the same day if possible. The complaint will be fully investigated and Annette will respond fully within 10 working days of receipt of the complaint. If, for any reason, we are unable to respond within this time frame, the patient will be contacted and will be informed of a resolution date.

If you are not satisfied with the result of the complaint procedure you can then complain to the following:


NHS Commissioning Board

NHS England

PO Box16738

Redditch

B97 9PT

Tel:- 0300 311 22 33

Email:- nhscommissioningboard@hscic.gov.uk


or


The Parliamentary and Health Services Ombudsman

Millbank Tower

Millbank

London

SW1P 4QP

Tel:- 0345 015 4033

Email:- phso.enquiries@ombudsman.org.uk


    

 



 
Call 111 when you need medical help fast but it’s not a 999 emergencyNHS ChoicesThis site is brought to you by My Surgery Website