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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.

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

Customer service form

We always try to provide the best services possible, but there may be times when you feel this has not happened. In such cases, we ask that you speak to us as soon as possible so that we may respond promptly. Most complaints are raised informally and can be dealt with adequately by discussion with a member of staff. However, if you are not satisfied, you are entitled to make a formal complaint by writing to our Practice Manager, Amy Waters . A leaflet giving full details of the complaints procedure is available from the surgery and may be downloaded by clicking on the link below.

Park View Group Practice Complaints procedure leaflet – Making a Complaint

We believe it is important to deal with complaints swiftly. We will acknowledge your complaint within three working days and usually offer to arrange a meeting. Occasionally it may take longer, but we will keep you informed throughout. You may bring a friend or relative with you to any meeting. We will try to address your concerns, provide you with an explanation and discuss any action that may be needed. Please note that we have to respect our duty of confidentiality to patients and a patient’s consent will be necessary if the complaint is not made by the patient in person.  Full details will be taken and a decision made on how best to undertake the investigation.

We are not able to deal with questions of legal liability or compensation. We hope you will allow us to look into and, if necessary, correct any problems that you have identified, or mistakes that have been made. If you make a formal complaint to the practice it will not affect your right to complain to NHS England.

If the complaint cannot be resolved using the in-house procedure, then you will be directed to the appropriate authority, Stockport NHS Complaints Advocacy Service, or NHS England

If you are still unhappy with the way a complaint has been dealt with, you are entitled to contact theHealth Service Ombudsman. Leaflet below.

What to do if you’re unhappy with the NHS

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.

Fair Processing Notice

How we use your personal information.

This fair processing notice explains why the practice collects information about you and how that information may be used.

Fair Processing Notice



 
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