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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.

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.

Named GP

All patients who are registered with the surgery need to have a named GP on their medical records.

It is for administration purposes only and patients are still free to see the doctor of their choice.

You have all been allocated a named GP. If you wish to know your allocated GP, please speak to a Receptionist.

Comments and Complaints

Complaints

Stockwood Medical Centre aims to give a friendly and professional service to all our patients, but we do appreciate that sometimes we get it wrong. We operate a formal Practice complaints procedure in line with the NHS system with dealing with complaints. Our Practice complaints leaflet gives details of the procedure and is available from reception or can be downloaded from the link at the bottom of this page. However, should you have any concerns about any aspect of our service, please let us know. You are welcome to speak to whomever you feel most comfortable – your GP, our Practice Manager or one of our reception staff will be happy to help. In the majority of cases, concerns can be resolved quite easily.

We take all complaints very seriously and try to resolve any issues raised to the patient's satisfaction. We also discuss and review complaints received within the practice and take appropriate measures to ensure we don't make the same mistakes again.

We are always pleased to receive letters of thanks or compliments from patients and these too are communicated to the whole Practice team.

CLICK HERE to download our Complaints Leaflet

CLICK HERE to download our Complaints Form

Should you have concerns about a complaint that you do not feel has been resolved by us satisfactorily, or you'd rather not raise the issue directly with the practice, you can direct your concerns to:

NHS England Customer Contact Centre

Tel: 0300 311 22 33

Email: england.contactus@nhs.net

Post: NHS England, PO Box 16728, Redditch B97 9PT

If you remain unhappy after everything has been done to try to resolve your concern or complaint you also have the right to approach the Ombudsman.

Tel: 0345 015 4033

Email: phso.enquiries@ombudsman.org.uk

Write: Millbank Tower, Millbank, London SW1P 4QP.

To make complaints or raise concerns about NHS Services in Bristol, there are also other organizations you can contact. For further details, CLICK HERE.

For further details on PALS (Patient Advice & Liaison Service) CLICK HERE

Comments/Suggestions

We welcome your comments and suggestions both positive and negative and if you would like a response from us then please leave us your contact details. You can email us at smcpatient@nhs.net or complete a suggestions slip and post into our suggestions box in the reception area.

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.



 
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