All members of our practice team are bound by strict rules of confidentiality that apply to all aspects of their work. The practice is computerised and is registered under the Data Protection Act. You can be sure that anything you discuss with any member of this practice – family doctor, nurse or receptionist – will stay confidential. Even if you are aged under 16, nothing will be said to anyone – including parents, other family members, care workers or tutors – without your permission. The only reason we might have to consider passing on confidential information without your permission, would be to protect you or someone else from serious harm. We would always try to discuss this with you first and this might be 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 which 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
Freedom of Information Act & Access to Health Records
The Freedom of Information Act obliges General Practice to respond to requests for information held by them. The rights of the public to access this information are subject to some exemptions which have to be taken into consideration before deciding what information can be released. Under the Data Protection Act patients are also entitled to access their clinical records and should write to Mrs Samantha Hatzis, Practice Manager. There is a fee of £10 for access to records. Additional fees will be charged if records are to be photocopied up to a maximum of £50. You will be advised of the total fee before we commence copying any records and you will be required to pay this before being given the copies. Please allow 21 days from the access to record payment date.
If you have a complaint or concern about the service you have received from the doctors or any of the personnel working in this practice, please let us know. We operate a practice complaint procedure as part of an NHS complaints system, which meets national criteria.
We hope that we can sort most problems out easily and quickly, often at the time they arise and with the person concerned. If you wish to make a formal complaint, please do so AS SOON AS POSSIBLE – ideally within a matter of a few days. This will enable us to establish what happened more easily. If doing that is not possible your complaint should be submitted within 12 months of the incident that caused the problem; or within 12 months of discovering that you have a problem. You should address your complaint in writing to the Practice Manager. She will make sure that we deal with your concerns promptly and in the correct way. You should be as specific and concise as possible. We will acknowledge your complaint within 3 working days and aim to have fully investigated within 10 working days of the date it was received. If we expect it to take longer we will explain the reason for the delay and tell you when we expect to finish. When we look into your complaint, we will investigate the circumstances; make it possible for you to discuss the problem with those concerned; make sure you receive an apology if this is appropriate, and take steps to make sure any problem does not arise again