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Practice Policies eg complaints, consent, confidentiality

Confidentiality & Medical Records

Locked blue folderOur leaflet Data Sharing and Disclosure Information explains:-

Why we collect information about you

How your records are used to help you

How your records are used to help the NHS

Who are partner organisations are

Summary care record

Local shared care record

How we keep your records

How to get access to your own health records

Online health record

Your right to withold or withdraw consent to information sharing

Privacy Notice 

Our leaflet also contains a data sharing decision form so that you can register your personal decisions regarding data sharing.

Young people may also wish to read more information on NHS Choices - Will They Tell My Parents?

National Diabetes Audit Fair Processing Notice NDA Fair Processing Notice 2017

Freedom of Information

Information about the General Practitioners 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.   Our policy and publication scheme information can be found by clicking here Freedom of information publication scheme

Access to Records

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 may be subject to an administration charge. No information will be released without the patient consent unless we are legally obliged to do so. 

Complaints, Comments and Suggestions

We encourage patients to give us feedback.  You can leave live feedback each time you visit us by completing a feedback form and Friends and Family Test before you leave.  

If you are unhappy with our service - most problems can be sorted out quickly and easily, often at the time they arise with the person concerned, and this may be the approach you try first.  You can also ask to speak to a member of the Management Team.  This will often help to resolve your concerns straight away.  Where you are not able to resolve your complaint in this way and wish to make a formal complaint you should do so, in writing, using the form below to the Practice Manager, as soon as possible after the event. 

Our complaints leaflet explains how to make a complaint, what we do next, complaining on behalf of someone else and what to do if you are dissatisfied with the outcome.It also explains how we share your information during any complaints handling process. The names and contact details for other services can that handle concerns and answer questions about your NHS care can also be found in our leaflet. Complaints Comments and Suggestions  Make a complaint forms, terms and conditions 

Your Responsibility to Us

We ask that you keep and turn up on time  for appointments made on your behalf either here or elsewhere within the health service.  Please give adequate notice if you are unable to do so.

Appointments Policy

To reduce the number of wasted appointments through failure to attend, and to minimise the effect of running late on other patients and our clinicians,  we have a policy for missed appointments and lateness.  We take these issues very seriously.  Please let us know if you have difficulty communicating with us or attending appointmentsIf you repeatedly fail to attend without letting us know or are repeatedly late for your appointment, we will raise this formally with you and as a result you may be removed from our list and have to find an alternative practice.

Unacceptable behaviour and Violence Policy

We are here to help you and our aim is to be as polite and helpful as possible.  If you consider that you have been treated unfairly or inappropriately please ask the reception staff to contact a member of the management team who will be happy to address your concerns.

Any verbal or physical abuse (and that includes shouting and swearing) will not be tolerated under any circumstances.  If you demonstrate any anti social behaviour or violence towards any member of staff or person in the building you will be asked to leave.  If our staff feel threatened they will call the police. 

Patients who are abusive or demonstrate any form of anti social behaviour may be removed from our patients list.  In this situation we will notify you in writing that you have been removed and record in your medical records the fact of the removal and the circumstances leading up to it. 



Our approach to consent can be found in our leaflet "Consent" which can be downloaded by clicking the link here - Consent Leaflet


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