There is a system in place to deal with complaints. It is our intention to provide a high standard of medical care, and your suggestions and recommendations will help us to do this.
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.
The practice has a strict policy regarding confidentiality and data protection. We will only release test results to the person to whom they relate unless that person has given prior permission for the release of this data or they are not capable of understanding the results.
The Practice Nursing Team will contact patients with any abnormal results – our policy is no news is good news.
We aim to provide a high standard of practice and care. To treat patients with dignity, respect and honesty and to work together in partnership to protect and promote overall health and well being in a nourishing and caring environment.
You will be treated with respect and as a partner in your care. Being a partner means you have responsibilities too.
- 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 Group Surgery collects a great deal of data on behalf of our patients, this data is essential to providing safe and effective care.
As a healthcare provider the practice understands the importance of:
- Maintaining accurate data on our patients
Storing this data securely both in terms of preserving the data and protecting it from inappropriate disclosure.
- Confidentiality and consent are core values in the healthcare system and these principles have governed the control of data within our organization.
- Patients being able to access their data on request and data is only withheld in very exceptional circumstances where the sharing of data might be deemed very harmful to the individual or where the sharing of data might impinge on the rights of a third party. If there is doubt about this the practice partners would seek independent legal advice.
If you want to talk to a receptionist in confidence, please ask to speak in private.
We would like to advise you that any future inappropriate behaviour (e.g. swearing, drunkenness and threatening comments) will result in the removal of that patient from the practice list.
Please treat our staff as you would expect to be treated yourself. Intolerable behaviour will not be accepted.