Noticeboard


NEW PHONE SYSTEM


Please note that ALL calls are recorded for training and quality purposes.


Try the new NHS App


If you’re a patient at our practice you can now use the new NHS App, a simple and secure way to access a range of NHS services on your smartphone or tablet. You can use the NHS App to check your symptoms and get instant advice, book appointments, order repeat prescriptions, view your GP medical record and more. If you already use www.patientaccess.com you can continue to use it. You can use the NHS App as well.


For more information go to www.nhs.uk/nhsapp


Out of area registration scheme


The out of area registration scheme launched by the government is voluntary and this practice has chosen to participate in this scheme. This means we are  able to register patients living outside our catchment area, however this is discretionary and may not be appropriate for all patients. Please speak to one of our receptionists for more information


 

Practice Policies

Confidentiality & Medical Records

Locked blue folderThe 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

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.

Subject Access Request

In accordance with the Data Protection Act 1998 and Access to Health Records Act, patients may request to see their medical records. Such requests should be made through the practice manager and are free of charge. However where the request is unfounded or excessive this maybe subject to an administration charge. No information will be released without the patient consent unless we are legally obliged to do so. Please read Access to Medical Records Leaflet for more information.

We are committed to complying to right of access requests under Data Protection Act 2018 and the Freedom of Information Act 2000. 

However, the NHS is facing unprecedented challenges relating to the coronavirus (COVID-19) pandemic at the current time.  Understandably, our resources have been diverted to support our front-line colleagues who are working tremendously hard to provide care for our patients, and to those in need of our services. 

The Information Commissioners Office has recognised the current situation in the NHS https://ico.org.uk/about-the-ico/news-and-events/icos-blog-on-its-information-rights-work/ 

We strive to be transparent and to work with an open culture.  But at this time, whilst care of our patients and the safety of our staff takes precedent, it is likely that responses to some requests for information or records will be delayed.  We apologise for this position in advance, and will endeavour to provide you with as much information as we can, as soon as we are able.

It may therefore take up to the statutory deadline of 3 months in certain cases to respond to Subject Access Requests.

For Freedom of Information requests, the Practice will try and continue to process them as normal, but this will be dependent on the availability of staff. 

If you have a complaint linked to how we are dealing with requests, please contact the Practice as noted on our website

 

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.

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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