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 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 operations manager or the operations manager's assistant 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.
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 operations manager who will deal with your concerns appropriately. Further written information is available regarding the complaints procedure from reception.
Zero Tolerance Policy
Little Common & Old Town Surgery operates a zero tolerance policy to any abuse or bad behaviour towards its staff, doctors or other patients. This could be physical, verbal or online abuse.
GPs and staff have a right to care for others without fear of being attacked, abused or treated badly in any way. To successfully provide our services, a mutual respect between staff and patients has to be in place. All our staff aim to be polite, helpful, and sensitive to all patients' individual needs and circumstances. We would respectfully remind patients that very often staff could be confronted with a multitude of varying and sometimes difficult, tasks and situations all at the same time. However, aggressive behaviour, be it physical, verbal or online will not be tolerated, and may result in you being removed from the Practice list and, in extreme cases, the Police being contacted.
In order for the Practice to maintain good relations with our patients, we would like to ask all our patients to read and take note of the occasional types of behaviour we see that are unacceptable;
- Using bad language, shouting or raising of voices at practice staff
- Any physical violence towards any member of our team or other patients
- Verbal abuse towards staff or patients in any form including shouting
- Racist, xenophobic, sexist, homophobic or other intolerant language. Discrimination will never be tolerated.
- Persistent or unrealistic demands that causes stress to staff will not be accepted. Requests will be met wherever possible and explanations given when they cannot be met.
- Being perceived to bully or manipulate a staff member to obtain something.
- Causing damage to, stealing or not returning practice equipment from the practice's premises, staff or patients.
- Obtaining drugs and/or medical services fraudulently