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Practice Policies

Confidentiality & Medical Records

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.

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 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.

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

We 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 ask reception for a complaints form. Your complaint will be deal with your concerns appropriately.

Written information is available regarding the complaints procedure from reception.

‘Did Not Attend’ (DNA) Policy

In the event that a patient does not attend (DNA) an appointment then the following process will be undertaken:

  • First DNA - The appointment will be recorded as a DNA and a 1st DNA letter will be sent explaining that they did not attend their appointment and the effects it has on the practice and the consequence that may result in a third and final DNA
  • Second DNA - The appointment will be recorded as a DNA and a 2nd DNA letter will be sent signed by the GP - explaining that they did not attend their appointment and the effects it has on the practice and the consequence that may result in a third and final DNA
  • Third DNA - If the patient DNA’s a third time within a 12 month period then a 3rd and final letter will be sent stating that their name will removed from the practice list 10 days from the date of the final letter. NHSE will be informed
  • Before finally removing the patient check with the GP.

Warning letters are valid for a period of 12 months. Removal based on warnings greater than 12 months old will be invalid.

Click here to download the full DNA policy.

Violence Policy

Patients are treated equally and without discrimination on disability, social status, ethnic or sexual preference. In return we ask that our team are treated with respect and dignity. They have a right to come to work free from fear of violence and aggression. This includes contact by telephone or in person. Patients will be removed from the list where aggressive or unacceptable behaviour is displayed towards staff. This is fully supported by our GP Partners. Any patient removed from the practice list will be informed in writing by NHS England and/or the practice.

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