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 General Data Protection Regulations 25.5.18, patients may request to see their medical records. Such requests should be made through the practice application form available at reception, these 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 who will deal with your concerns appropriately. Further written information is available regarding the complaints procedure from reception.
COMPLAINTS PROCEDURE Dec 19.doc
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.
Do not Attend Policy
The practice adheres to the guidelines published by the GMC regarding removal of patients from the practice list. Patients are advised upon joining the practice that we considers Do Not Attends to be wasteful of our appointments in that it prevents other patients from accessing medical attention in a timely way. Repeatedly booking and missing appointments without cancelling is inconsiderate to other patients and disruptive to the practice, directly affecting the quality of service we can provide to other patients. The Practice considers multiple DNA’s to be a justifiable reason to remove patients from the Practice List in line with GMC guidelines as it determines that frequent DNA’s results in a breakdown of trust necessary to maintain the Patient/Doctor relationship.
Social Media Policy
We welcome feedback such as compliments / suggestions or complaints in writing to The Practice Manager to be dealt with as per our policy.
Regarding Social Media - Many patients choose to send feedback through sites and some comments are negative, inaccurate or offensive, which many doctors would wish to respond to directly. Most sites set clear guidelines on what can and can’t be posted. Readers who consider a post “offensive or unsuitable” can alert a moderator who may remove the posting. The Practice does not appreciate negative or derogatory comments on social media regarding any of the Clinical or Administrative staff in the Practice, and will take action deemed necessary against patients who make these comments. This is a collective Bangor Health Centre policy.