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Practice Policies

Complaints

good_ratingsEvery effort is made to provide the best service possible but there may be times when you feel that this has not happened or there are misunderstandings or mistakes made. If you wish to make a complaint, whether it is a medical or non-medical matter, we have an in-house complaints procedure. You may telephone or write to our practice manager, Mr Gareth Williams or speak to him in the practice. Any complaint will be taken seriously and investigated. It will also be treated with the utmost confidentiality. We aim to acknowledge your complaint within 2 working days and we will report back to you as soon as practical after it has been investigated.. Mr Williams will also be happy to receive any comments or suggestions on how our service may be improved. A complaint must be made within 12 months from the date on which the matter occured. 

Patient Confidentiality And Data Protection

files_1We ask you for personal information so that you can receive appropriate care and treatment. This information is recorded on computer and we are registered under the Data Protection Act. The practice will ensure that patient confidentiality is maintained at all times by all members of the practice team. However, for the effective functioning of a multi-disciplinary team it is sometimes necessary that medical information about you is shared between members of the practice team.

The General Data Protection Regulation (GDPR) comes into effect on 25th May 2018. The law states that personal information shall be processed fairly and lawfully - processing includes obtained, using, or disclosing information. In order to meet its statutory obligations, the CCG has published a Fair Processing Notice which can be found on the following website: http://www.neneccg.nhs.uk/privacy-policy-fair-processing-notice/ 

In all circumstances, disclosures of personal information will be documented, recording what was shared, how it was shared, and with whom it was shared. Disclosures will always be done securely, in accordance with the CCG Safe Haven Procedure for transferring information. Also, with the new GDPR, if an organisation holds inaccurate personal data and has shared that with another organisation, the holder will have to advise the other organisation so that it can correct its records.

For more information on how we as a medical centre collect and use your personal information during and after registering with us, see the document below.

GDPR Handbook

Zero Tolerance

We strongly support the NHS policy on zero tolerance. Anyone attending the surgery who abuses the GPs, staff or other patients be it verbally, physically or in any threatening manner whatsoever, will risk removal from the practice list. In extreme cases we may summon the police to remove offenders from the practice premises.

Discrimination

The practice operates a policy of non-discrimination on the ground of race, gender, age, social class, religion, sexual orientation, disability or mental condition.

Discrimination from patients to practice staff on the above grounds is also unacceptable.



 
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