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 may be used.
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 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.
Comments & 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 contact the practice manager and she will deal with your concerns appropriately. 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.
If your queries are not handled appropriately you can contact NHS England for lodging your complaint.
If you remain unhappy after everything has been done to try to resolve your concern or complaint you have the right to approach the Ombudsman. Tel: 0345 015 4033 Email: [email protected] Write: Millbank Tower, Millbank, London SW1P 4QP.
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
Patient Dignity Policy
This policy sets out the Practice provision to ensure that patients are afforded privacy and dignity, and are treated respectfully, in all appropriate circumstances where there is the potential for embarrassment or for the patient to feel “ill at ease”.
Staff and patients should treat each other with mutual respect.
The following are examples of unacceptable behaviour:
Swearing Insulting and abusive language Racist or discriminatory language Making what are clearly unacceptable demands Aggressive behaviour, threats of violence or actual violence Theft of or malicious damage to property Any incident of unacceptable behaviour reported to the Business Manager will be investigated and appropriate and proportionate action taken, for example:
Reporting to the police (if necessary) Warning about future behaviour and possible removal from the list of patients registered with The Woodlands medical Practice