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 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.
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 or assistant manager. who will listen to and deal with your concerns appropriately. However if you feel that we have not dealt with the issues you have raised, as you would wish, you can write to the Complaints Manager at NHS England, PO Box 16738, Redditch B97 9PT. (This dept has replaced PALS from April 2013) please follow the link:http://www.england.nhs.uk/contact-us/complaint/ or alternatively The Parliamentary & Health Ombudsman, Millbank Tower, Millbank, London, SW1P 4QP, e-mail: email@example.com
If you would like more information on How to make a complaint or send a compliment to NHS England -
The complaints procedure should ensure all complaints are dealt with swiftly and fairly and to the satisfaction of all concerned.
FORGE MEDICAL PRACTICE
This Practice operates a procedure for the investigation of complaints as part of the National Health Service system for dealing with complaints. Our system meets the national criteria.
The complaints procedure is co-ordinated by Yvonne Kelly, Assistant Manager, on behalf of the practice.
Your complaint should be submitted as soon as possible after the event giving rise to the complaint.
The Assistant Manager will then ensure that all relevant details are recorded and arrange for the complaint to be investigated.
we aim to report back to you within 10 working days. If this is not possible, we will explain the reason for the delay to you and you will be given a revised date for the completion of the investigation.
Policy on Violent or abusive Patients
This Practice adopts a ZERO TOLERANCE approach to violence and aggression. Aggressive and violent behaviour is considered to be any personal, threatening or abusive language (cursing or swearing), gestures (including sexual), physical contact, derogatory sexual or racial remarks, shouting at any persons or applying force to any Practice property or the property of any persons within the Practice. This includes people banging on desks or counters or shouting loudly in an intimidating manner.
This approach applies to any patients, visitors and any persons working within the Practice demonstrating any of the above behaviour towards patients, visitors or staff. The Partners are committed to do everything possible to protect Staff, patients and visitors from unacceptable behaviour and to support Zero Tolerance to any incident that causes hurt, alarm, damage or distress. It also applies to any Partner or Employee of the Practice whilst on duties away from the Surgery if their duties are related to the business of the Practice.
We aim to treat our patients courteously at all times and expect our patients to treat our Staff in a similarly respectful way.
Patients who are violent or aggressive towards any person on Surgery premises will be removed from the Practice list.