Practice Policies

Confidentiality & Medical Records

We ask you for personal information so that you receive appropriate care and treatment. 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.

Patients should be aware that in certain situations aspects of their care may be discussed at selected meetings. All members of the practice team are bound by and must follow the regulations around confidentiality.

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.

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.

Surgery Responsibilities

• You will be treated as an individual and will be given courtesy and respect at all times. You have the right to be treated confidentially.
• Respect for religious and cultural beliefs will be honoured.
• We will answer the telephone with courtesy.
• You have a right to information about your own health (illness and treatment, possible side effects, prevention or recurring illness, etc). We will offer medical advice and information for promotion of good health. You have the right to see your own medical records subject to the limitations of the law. A charge may be made.
• Home visits will be made when requested and if a doctor feels that you are not well enough to attend the surgery. The final decision rests with the doctor.
• We may give you test results when you telephone the surgery for them or you may be asked to make an appointment with the doctor to discuss them.
• Routine referral letters for hospital appointments will normally be dispatched within three working days of the referral being agreed with the doctor. Urgent referrals for hospital appointments may be faxed, telephone or provided as a handwritten note for the patient to take to the hospital.

Patients’ Responsibilities

• We ask that you treat our doctors and all practice staff with courtesy and respect.
• The first hour of the morning can be extremely busy. Please keep telephone calls brief. If possible, leave routine calls until later in the day.
• You are responsible for your own health and that of your children. Please take the advice given to you at the practice. Let us know immediately if you change your address, or name, and remember to give your phone number and postcode.
• Please speak to a member of the practice staff if you wish to see your medical records. This can then be arranged with your doctor. There may be a fee payable.
• Please call out of hours only if truly necessary.
• If tests are ordered for you please ask your doctor or a member of staff about receiving the results.
• You can discuss any medical matter with the doctor or nurse, including asking for a second opinion.
• Please let us know if you are unable to keep an appointment at least 30 minutes before the appointment time, so that we can then offer this appointment to someone else.
• Where an appointment or acknowledgement of a routine referral for a hospital appointment is not received within six weeks, please contact the hospital concerned.