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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.

Major Oak Medical Practice Privacy Notice

GP Privacy Notice Statement.docx

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.  An appointment will be made at a mutually convenient time for you to view your records.

 

Complaints

Customer service formWe make every effort to give the best service possible to everyone who attends our practice.

 

We would ask that you contact the practice to discuss your complaint first to see if we can sort it out using local resolution procedures. A leaflet about complaints, and a copy of the complaints procedure can be obtained from reception.

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, you may be asked to detail your complaint in writing. Further written information is available regarding the complaints procedure from reception. All complaints are investigated and we will always provide you with a full written response within 21 days of receiving your complaint (your complaint will be acknowledged within 2 working days).

The following organisations can help you with complaints about the NHS:

Patients Advice And Liaison Service PALS

Tel:   0800 028 3693

Address: PALS, Newark and Sherwood CVS, 67 Northgate, Newark, NG24 1HD

Email: pals.north@newarkandsherwoodCCG.nhs.uk

POhWER - NHS Complaints Advocacy Service  

Website:  http://www.pohwer.net/in-your-area/where-you-live/Lincolnshire

Telephone: 0300 456 2370      

Email:          mailto:pohwer@pohwer.net

 

Or you may contact NHS England complaints team. They can be contacted on tel 0300 311 22 33 or by email at England.contactus@nhs.net

 

The Health Service Ombudsman in England

The Parliamentary and Health Service Ombudsman website contains detailed information on raising a complaint about any aspect of the NHS in England.

 Zero Tollerance Policy

The NHS operate a zero tolerance policy with regard to violence, racism 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.



 
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