Our policies

Confidentiality & YOUR CONFIDENTIAL MEDICAL RECORDS

The practice complies with Data Protection legislation and we make every effort to preserve patient confidentiality. We ask you for personal information to ensure that you receive appropriate care and treatment. For the practice to function effectively it is sometimes necessary for medical information about you to be shared between members of the practice team. It will be shared with others only to provide further medical treatment for you, e.g. from hospital services, or to enable you to access other services, e.g. from the social work department.  

Your medical records are held on paper and on computer in the practice. Anonymised data may be collected by Government Departments; please telephone 0300 456 3531 for further information. 

All practice staff sign a confidentiality agreement before starting work, and doctors and nurses are bound by professional duties. Your medical records are held on paper and on computer. Information held on computer is safeguarded by the Data Protection Act. Your medical details may be shared with other medical staff directly involved in your personal care but will not be shared with anyone else, including your family, unless you request us to do so. If you would like us to share information with a third party (such as an insurance company) we will need your written, signed consent. 

If you would like us to share information from your records with a third party - such as an insurance company – we will need your written, signed consent before any disclosure can take place.

You can access a summary of your records online, by registering at reception. If you would like a printed copy of your medical record, please ask at reception. Your copy will be available within 1 month (or 2 months if particularly complicated).

Complaints

We always try to provide the best possible service, but there may be times when you feel this has not happened. If you would like to make a suggestion for how we could improve our service, please write to the Practice Manager, Mrs Emily Hughes; or pop a message into the suggestion box in reception; or complete a ‘Friends & Family’ comment card.

We aim to give a friendly and professional service to everyone who attends our practice. However, if, for any reason, our service should fall below our patients’ satisfaction, we take all complaints very seriously.  All complaints will be treated as confidential.

If you would like to make a complaint, please telephone or write to the Practice Manager, Mrs Emily Hughes, who will acknowledge your complaint within three working days. Any issue you raise will then be fully investigated and you will receive a response following investigation.

The Parliamentary and Health Service Ombudsman website contains detailed information on raising a complaint about any aspect of the NHS in England. There is also a leaflet explaining the procedure of bringing a complaint to the ombudsman.

Freedom of information

The practice produces a complete guide to the information routinely made available to the public by our GPs. A copy of this guide is available from reception.