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 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.
Access to health records application form
Every patient is allocated to an accountable GP. Please contact reception if you wish to know the name of your GP.
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. Please also see the Cam and Uley Family Practice Complaints Procedure, under the heading 'Complaints' on the screen.
If the service user does not wish / feel able to talk with the practice for whatever reason they have the option of contacting the NHS England national call centre:
Advice on information required from service user by NHS England
PO Box 16738
· Address with subject line: ‘For the attention of the complaints manager’.
· Provide as much information as possible to allow NHS England to investigate the complaint. Include some or all of the following:
your name and a valid email or home address for reply;
a clear description of your complaint;
copies of earlier associated correspondence between yourself and NHS England (if relevant) and
any valid correspondence case reference numbers if provided on any previous contact.
With ‘For the attention of the complaints manager’ in the subject line. Then the information as above
0300 311 22 33 (Monday to Friday 8am to 6pm, excluding English Bank Holidays)
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.
Cam & Uley Family Practice is committed to providing a safe, comfortable environment where patients and staff can be confident that best practice is being followed at all times and the safety of everyone is of paramount importance.
This Chaperone Policy adheres to local and national guidance and policy – ie:
‘NCGST Guidance on the role and effective use of chaperones in Primary and Community Care settings’.
All patients are entitled to have a chaperone present for any consultation, examination or procedure where they consider one is required. The chaperone may be a family member or friend, but on occasions a formal chaperone may be preferred.
Patients are advised to ask for a chaperone at the time of booking an appointment, if possible, so that arrangements can be made and the appointment is not delayed in any way. The Healthcare Professional may also require a chaperone to be present for certain consultations.
There is no common definition of a chaperone and their role varies considerably depending on the needs of the patient, the healthcare professional and the examination being carried out.
Their role can be considered in any of the following areas:
- Emotional comfort and reassurance to patients
- Assist in examination (e.g. during IUCD insertion)
- Assist in undressing
- Act as interpreter
- Protection to the healthcare professional against allegations / attack.