This website uses cookies to function correctly.
You may delete cookies at any time but doing so may result in some parts of the site not working correctly.
 

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.

Complaints

Customer service formWe 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 Kathryn Spencer either by telephone or in writing who will deal with your concerns appropriately. Further written information is available regarding the complaints procedure from reception.

Information and advice

PALS- Patient advice and Liaision Service & Complaints

Tel: 0800 3896819 (Freephone)

Email: complaints@suffolk.nhs.uk

NHS England 

Tel: 0300 3112233

If you are making a complaint please state: ‘For the attention of the complaints team’ in the subject line.

email: england.contactus@nhs.net

or by post to: NHS England
PO Box 16738
Redditch
B97 9PT 

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.

CCTV

CCTV is in place in the waiting room of our surgery.It has been installed solely for the safety and security of our patients and staff, to prevent and deter crime.Images are recorded 24 hours a day, and stored on the hard drives of the recording devices that are situated in secure areas and only the practice managers and those delivering technical support services will have access to the system. The CCTV only records images and does not record audio.

 All CCTV recordings are stored on our recording devices.

Patients are explicitly made aware of CCTV being in place and can request that it be switched off for the duration of their time in the surgery.  We will only ever share information with the relevant authorities in connection with the safety and security of patients and staff and will not share with any other third parties.

Visitors to the practice have the right to request to see images of themselves on CCTV as part of a request made under the privacy legislation. Like all subject access requests, it must be made in writing. There may be a charge made for this service.

We have followed the CCTV guidelines produced by the Information Commissioners’ Office



 
Call 111 when you need medical help fast but it’s not a 999 emergencyNHS ChoicesThis site is brought to you by My Surgery Website