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Practice Policies

Confidentiality

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.

Please read our full practice privacy notice for information on what information the practice collects on patients and how it is used.

doc Practice Privacy Notice

Freedom of Information

The Freedom of Information (FOI) Act was passed in 2000 and replaces the Open Government Code of Practice that has been in place since 1994. The Act gives the public a general right of access to all types of recorded information held by public authorities. The Act came into full effect on the 1st January 2005.

 The Act places a statutory obligation on all public bodies to publish details of all recorded information that they hold and to allow, with a few exceptions, the general public to have access to this information on request.

 The practice recognises the importance of the Act and it will ensure that appropriate systems are put in place to publicise what recorded information is kept by the practice and how this information can be accessed on request by the general public.

 1.0       The FOI Act

 The main features of the Act are:

  •  a general right of access to information held by public authorities
  • exemptions from the duty to provide information
  • a requirement on public authorities to exercise discretion; they may have to disclose information even when exempt under the Act (the ‘public interest test’)
  • arrangements in respect of costs and fees
  • a duty on public authorities to adopt publication schemes
  • arrangements for enforcement and appeal
  • a duty to provide advice and assistance to people who wish to make, or have made requests for information
  • Codes of Practice

 The UK legislation is wholly retrospective and applies to all information held by public authorities regardless of its date.

 The Act is overseen by the Information Commissioner who will have the power to issue enforcement notices and, if needs be, initiate court proceedings to ensure compliance.

 The practice recognises its corporate responsibility under the Act to provide the general right of access to information held. The overall responsibility for this policy is with the IG lead

Applications for Information should be sent to the Business Manager, Margaret Mcpherson margaret.mcpherson3@nhs.net

See our leaflet

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.

Simply contact the Practice Manager and s/he will set all the necessary wheels in motion. Further written information is available on the complaints procedure from reception. We are continually striving to improve our service. Any helpful suggestions would be much appreciated and a suggestion box is located in the waiting area.

Download our complaints leaflet

Patient Rights

You will be treated with respect and as a partner in your care. Being a partner means you have responsibilities too.

We will:

  • Ensure our patients have 24-hour access to medical advice.
  • Aim for you to have access to a suitably qualified medical professional within 48 hours of your initial contact during surgery hours, or in an urgent case, the same day.
  • Work in partnership with you to achieve the best medical care possible.
  • Involve you and listen to your opinions and views in all aspects of your medical care.
  • The prevention of disease, illness and injury is a primary concern.


The medical staff will advise and inform you of the steps you can take to promote good health and a healthy lifestyle. We would respectfully ask that you: 

  • Let us know if you intend to cancel an appointment or are running late.
  • Treat staff with courtesy and respect. Reception staff may have to ask some personal questions to assist us in providing you with the best service
  • Inform the practice staff of any alterations in your circumstances, such as change of surname, address or telephone number. Please ensure that we have your correct telephone number, even if it’s ex-directory.

As patients, you are responsible for your own health and that of any dependents. It is important that you adhere to information and advice given to you by health professionals, and co-operate with the practice in endeavouring to keep you healthy.

Violence Statement

The practice considers aggressive behaviour to be any personal, abusive and/or aggressive comments, cursing and/or swearing, physical contact and/or aggressive gestures.

The practice will request the removal of any patient from the practice list who is aggressive or abusive towards a doctor, member of staff, other patient, or who damages property.

All instances of actual physical abuse on any doctor or member of staff, by a patient or their relatives will be reported to the police as an assault.

Chaperone

All patients regardless of their age or gender have the right, if they wish, to have a chaperone present during any examination, procedure, or treatment. This chaperone is likely to be a Nurse or Health Care Assistant who has undergone training to perform this role. The Practice has a Chaperoning Policy which is available should you wish to see it.



 
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