Patient Rights and Responsibilities
Complaints
We hope that most problems can be sorted out easily and quickly, ideally at the time they arise and with the person concerned. If your problem cannot be sorted out in this way and you wish to make a complaint please let us know as soon as possible as this will enable us to establish what happened more easily. Ask at reception for details of our complaints procedure.
Formal complaints must be made in writing and addressed to the practice manager. Your complaint will be acknowledged within three working days. Alternatively, you may wish to ask for an appointment with the practice manager to discuss your concern.
Freedom of Information – Publication Scheme
The Freedom of Information Act 2000 obliges the practice to produce a Publication Scheme. A Publication Scheme is a guide to the 'classes' of information the practice intends to routinely make available.
This scheme is available from the practice manager.
Confidentiality of Patients' Medical Records
By consulting your medical history we are able to provide you with the best possible health care now and in the future. This information may be stored on paper or electronically on computer files. Your GP is responsible for the accuracy and safekeeping of your medical records. You can help us to keep it accurate by informing us of any changes in your circumstances.
Our members of staff are trained in information security and confidentiality.
There are strict codes of conduct in place to ensure your information is safe, whether it is on paper or held in computer files. Everyone working for the NHS has a legal duty to keep information about you confidential. We only ever pass on information about you if it is in your best interests with regard to your health.
You may have access to your medical records only at a doctor’s discretion. If you wish to see your records write to the practice manager.
Violence and Abuse
The practice will not tolerate verbal or physical abuse. Incidents of violence will be reported to the police and violent patients will be removed from the premises. Also, consideration will be made to remove violent or abusive patients from the surgery list.
