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.

Complaints

Customer service formWe 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 contact the practice manager who will deal with your concerns appropriately. Further written information is available regarding the complaints procedure from reception.

Equality & Respect Policy

We are committed to treating all patients in a courteous, consistent and professional manner. We aim to have a mutually fair and respectful relationship with our patients and to provide equality of service to all patients in an environment which is free from discrimination or harassment. Should you have any query or complaint regarding our services, please contact immediately.

Unacceptable Behaviour

We aim to provide a comprehensive and professional service in an efficient and pleasant manner to all our patients. We strive to provide a helpful and friendly environment. We would ask that patients co-operate with all our staff in implementing our policies and to treat our staff in a courteous manner. We request patients to treat all staff with courtesy and respect. Safety is of paramount importance at our Clinics and, accordingly, any patient or visitor who is verbally or physically abusive, or who acts in a threatening manner will be asked to leave our Clinics immediately and will be removed from the patient list. We consider aggressive behaviour to include any personal, abusive or threatening comments, bad language, physical contact, aggressive gestures and theft or damage to property.



 
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