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. You have a right to keep your personal health information confidential. All our employees are trained in information security and confidentiality. There are strict codes of conduct in place to ensure your information is safe, whether it is on paper or computer files. Where data is stored electronically we comply with the Data Protection Act 1998. Any information shared with other specific NHS organisations is also bound by strict regulations of confidentiality. Whenever we can we will remove details which identify you. Medical information requested by other sources, eg employers, insurance companies and solicitors is only provided with your written consent.
Your medical details will not be disclosed to your family, friends or colleagues unless we have your written consent to do so.
Under the Data Protection Act 1998, you are legally entitled to access your clinical records. If you wish to access your records, please ask the receptionist and she will give you an information pack and application form. The Practice is allowed, by law, to charge a fee to cover our administration costs. These charges are explained in our leaflet
Comments and Complaints
Our aim is to provide high quality care and a friendly, efficient service. Linda Nickson, our Practice Manager is available if you wish to make any enquiries about administrative or non-medical aspects of your health and treatment.
A box is provided in our waiting room for any suggestions you may wish to make and a comments book is available at reception.
If you have a complaint or concern about the service you have received from the doctors or any of the staff working in this Practice, please let us know. We operate a Practice Complaints Procedure as part of the NHS system for dealing with complaints. Our complaints system meets national criteria.
How to Complain
We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know AS SOON AS POSSIBLE, ideally within a matter of days or at most a few weeks, because this will enable us to establish what happened more easily.
Please ask for an information leaflet and a complaints form, which you will need to complete. Complaints should be addressed to the Practice Manager or any of the Doctors. Alternatively you may ask for an appointment with the Practice Manager in order to discuss your concerns. She will explain the complaints procedure to you and will make sure your concerns are dealt with promptly.
We shall acknowledge your complaint within two working days and aim to have looked into your complaint within ten working days of the date you raised it with us.
We hope that, if you have a problem, you will use our Practice Complaints Procedure. We believe this gives us the best chance of putting right whatever has gone wrong and an opportunity to improve our practice. This does not, however, affect your right to approach the Primary Care Trust, if you feel that you cannot raise your complaint with us or you are dissatisfied with the result of our investigation.
NHS Heywood Middleton & Rochdale can be contacted on 01706 652878 or the address is NHS Heywood Middleton & Rochdale Patient Experience, 3rd Floor, Telegraph House Baillie Street RochdaleOL16 1JA
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.