Confidentiality and Information Sharing
We aim to respect patients confidentiality at all times. The entire practice is bound by this duty and we would treat any breach of this extremely seriously.
- If you would like us to discuss your medical care with a third party (e.g. relatives, power of attorney) we would require this in writing. Copies of power of attorney would be extremely helpful.
You will be treated with dignity, courtesy and respect at all times, irrespective of your ethnic origin, religious belief, sex or sexuality, personal attributes or the nature of your health problem. We expect to be treated in the same way. 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 protect vulnerable individuals such as children and elderly if we suspect them to be at risk of harm
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.
Our responsibilities to you:
- We aim to provide you with access to a suitably qualified medical professional within 24 hours of contacting the surgery.
- We aim to see you on time. However, some consultations take longer than others and you may, on occasions, have to wait.
- Reception staff will inform you of any significant delay.
- We are committed to giving you the best possible medical care.
- We aim to meet the needs of our local community through our Patient Participation Group.
- You have the right to confidentiality and to be treated with courtesy and respect.
- We have the right to remove patients from our list if they repeatedly breach their responsibilities to us and/or other patients.
Your responsibilities to us:
- We ask that you consider your responsibility as a patient to the practice and other patients using the service.
- We ask that you treat all members of the practice team with courtesy and respect. Our staff have the right to work in a safe environment. We will not tolerate violence or aggression in any form.
- On the occasions when we do run late, please be patient.
- We ask that you remember to cancel appointments if unable to attend or no longer require. Another patient could use this appointment. If you have missed 3 appointments in 12 months we may ask you to register with another practice.
- You have a right to have any complaint dealt with fully and promptly.
Compliments and Complaints
Please tell us what you think we do well. Equally, we take seriously your concerns and complaints. Mistakes can happen but misunderstandings are more common. Both need sorted out in a timely manner. Please speak with the practice manager or assistant manager in the first instance. If you still feel your concern is unresolved you may wish to put this in writing to Emma Nelson, Practice Manager. Please be assured it will be dealt with fully and promptly. Full details of our complaints procedure are available on request.
