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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.

Concerns

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 to raise a concern. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.

To pursue a concern please contact the practice manager who will deal with your concerns appropriately. Further written information is available regarding our concerns procedure from reception.

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.

Chaperone Policy

The 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.

All patients are entitled to have a chaperone present for any consultation, examination or procedure where they feel one is required. This chaperone may be a family member or friend. On occasions you may prefer a formal chaperone to be present, i.e. a trained member of staff.

Wherever possible we would ask you to make this request at the time of booking an appointment so that arrangements can be made and your appointment is not delayed in anyway. Where this is not possible we will endeavour to provide a formal chaperone at the time of request. However occasionally it may be necessary to reschedule your appointment.

Your healthcare professional may also require a chaperone to be present for certain consultations in accordance with our chaperone policy.

If you would like to see a copy of our Chaperone Policy or have any questions or comments regarding this please contact the Manager.

Continuity of Care

We believe that it is in the best interests of patient care that they be seen by the same doctor at each consultation. We have designed the service with this in mind but, due to the competing demands upon your doctor’s time, this is not always possible. On occasions you may be asked to see another doctor.

Furnace House Surgery Publication Scheme

You have rights to access certain information held about you and information regarding the activities of the surgery. You are also entitled under the data protection act to access clinical and personal information held about you. The rights to request and access this information is subject to exemptions, which the Practice has to take into consideration before deciding what information can be released. Further information is available from the Practice.

Please Click HERE to download information available from Furnace House Surgery under the Freedom of Information Act model publication scheme

Practice Concerns Procedure

We aim to give a friendly and professional service to all our patients. However, if you have any concerns about any aspect of our service, please let us know. Speak to whomever you feel most comfortable - your GP, Practice Manager or the reception staff, who will be happy to help you. In the majority of cases concerns can be resolved quickly and easily. A practice concerns procedure leaflet is available on request.

The practice concerns leaflets are also available to download:

Concerns Leaflet (English)

Concerns Leaflet (Welsh)

Anti Discrimination Statement

We do not tolerate any forms of discrimination against our staff, be that direct or indirect discrimination, harassment or victimisation. Regardless if it is based on the grounds of their gender, disability, race, religion or belief, nationality, ethnicity or national origins, sexual orientation, gender reassignment, pregnancy or maternity.

Your Information - Your Rights

Use of Patient Information Leaflet



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