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Complaints and other Practice Policies

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 Sam Warman, our Assitant Practice Manager who will deal with your concerns appropriately. Further written information is available regarding the complaints procedure from reception.

Complaints and feedback leaflet Click Here

Complaints Information- Click here

 

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.

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.

Sign Up To Safety

As part of the NHS Sign up to Safety initiative, the practice pledges to:

  1. Put Safety First: Making a commitment to put the safety of patients a high priority

  2. Continually learn: Review incident reporting to ensure learning points, lessons as well as feedback from patients and staff, help to make the practice more resilient to risks.
  3. Be Honest: Ensure we are open and transparent about our progress tackling patient safety issues. If something goes wrong, support our staff to be candid with patients and their families.
  4. Collaborate: Actively collaborating with others locally, sharing ideas and innovations with a view to improving services across the locality, county and nationally.
  5. Be supportive: Rewarding and recognising staff efforts, celebrating progress towards safer care, helping the team to understand why things go wrong and how to put them right. Giving the team time, resources and support.

See our full pledge : Here



 
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