Confidentiality

We ask you for information so that you can receive proper care and treatment.  We keep this information, together with details of your care because it may be needed if we see you again.
 
We may use information for other reasons, for example to help us protect the health of the public generally and to see that the NHS runs efficiently, planning for the future and training staff.  Information may also be needed to help educate tomorrow’s clinical staff and to carry out medical and other health research for the benefit of everyone.
 
Sometimes the law requires us to pass on information, for example, to notify a birth.
 
The NHS Central Register for England & Wales contains basic personal details of all patients registered with a general practitioner.  The Register does not contain clinical information.
 
YOU HAVE A RIGHT OF ACCESS TO YOUR HEALTH RECORDS.
 
EVERY WORKING FOR THE NHS HAS A LEGAL DUTY TO KEEP INFORMATION ABOUT YOU CONFIDENTIAL.
 
You may be receiving care from other people as well as the NHS.  So that we can all work together for your benefit we may need to share some information about you.
 
We only ever use or pass on information about you if people have a genuine need for it, in your and everyone's interest.  Whenever we can we shall remove details which identify you.  The sharing of some types of sensitive personal information is strictly controlled by law. 
 
ANYONE WHO RECEIVES INFORMATION FROM US IS ALSO UNDER A LEGAL DUTY TO KEEP IT CONFIDENTIAL.
 
The main reasons for which you information maybe needed are: 

• Giving you health care treatment
• Looking after the health of the general public
• Managing and planning the NHS e.g. making sure that our service can meet patient needs in the future, preparing statistics on NHS performance and activity, investigation complaints
   

Suggestions & Complaints

Glenroyd Medical aim to give a friendly and professional service to all our patients.

If you have a complaint about the service that you have received from the Doctors or any of the staff in the practice, please let us know.  The NHS Complaints Regulations were amended in April 2009 and our current Practice Complaints policy and procedures are in line with contract regulations.

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, this must be within the following timescales:

• Within 12months of the incident that caused the problem;or
• Within 12 months of identifying an incident giving cause for complaint

 

All complaints are dealt with by Mrs Sharon Orr, Practice Manager. We shall acknowledge your complaint either verbally or by letter.  We will endeavour to resolve complaints as soon as is practically possible.

If you are dissatisfied with this response, you may contact The Parlimentary and Health Service Ombudsman, Millbank Tower, Millbank, London, SW1P 4QP. Telephone 0345 0154033  
  
 

Our Mission Statement

"To maintain our position at the forefront of primary care and to offer the patients the highest standard of healthcare and advice within the resources available to the Practice. We are committed to ensure that all practice staff and Doctors are trained to the highest level and to provide an efficient and caring service to the patients".

Commitment to Staff

• The Practice will endeavour to encourage and assist the individual to fulfill their personal development.
• The Practice will support training needs.
• The Partners and management will hold regular and informative meetings with staff.
• Mutual support and respect from colleagues and Doctors.

Commitment to Patients

• Patient will be treated as an equal in the care and attention they receive.
• Patients will be treated as individuals and will be given courtesy and respect at all times, irrespective of their ethnic origin, religious belief, personal attributes or the nature of their health problem.
• Patients will be given the most appropriate care, administered by suitably qualified people.
• No care or treatment will be given without informed consent.
• Patient will receive information about the services that we provide and every effort will be made to ensure that they receive information that directly affects their health and the care being offered.
• People involved in the care of patients will give their names and ensure that they know how to contact them.

Quality Service

In line with the Patients Charter we are committed to giving you the best possible service. This will only be achieved by working together. Help us to help you.

• You will be treated as an equal in the care and attention you receive.
• You will be treated as an individual and will be given courtesy and respect at all times, irrespective of your ethnic origin, religious belief, personal attributes or the nature of your health problems.
• Following discussions, you will be receive the most appropriate care, given by suitably qualified people. No care or treatment will be given without your informed consent.
• You have the right to see your health records, subject to any limitations in the law, which will be kept confidential.
• We will give you information about the service we offer. Every effort will be made to ensure that you receive the information which directly affects your health and the care being offered.
• People involved in your care will give you their names and ensure that you know how to contact them. Please let us know if you change your name and address.
• It is our job to give you treatment and advice. In the interest of your health, it is important that you understand all the information given to you. Please ask us questions if you are unsure of anything.
• We need help too. Please ask for a home visit only when you feel it is truly necessary and only when patients are too ill to visit the surgery. We can develop and improve facilities and services within the Practice if we make efficient use of our time. Without your help and co-operation, these developments cannot be sustained.

Please do everything you can to keep appointments, tell us as soon as possible if you cannot, and be ready to tell us details of your past illnesses, medication, hospital admissions and any other relevant details.

Patient Rights

You will be treated with respect and as a partner in your care. Being a partner means you have responsibilities too.

We will:

• Ensure our patients have 24-hour access to medical advice.
• Aim for you to have access to a suitably qualified medical professional within 48 hours of your initial contact during surgery hours, or in an urgent case, the same day.
• Work in partnership with you to achieve the best medical care possible.
• Involve you and listen to your opinions and views in all aspects of your medical care.
• The prevention of disease, illness and injury is a primary concern.

The medical staff will advise and inform you of the steps you can take to promote good health and a healthy lifestyle. We would respectfully ask that you:

• Let us know if you intend to cancel an appointment or are running late.
• Treat staff with courtesy and respect. Reception staff may have to ask some personal questions to assist us in providing you with the best service
• Inform the practice staff of any alterations in your circumstances, such as change of surname, address or telephone number. Please ensure that we have your correct telephone number, even if it’s ex-directory.

As patients, you are responsible for your own health and that of any dependents. It is important that you adhere to information and advice given to you by health professionals, and co-operate with the practice in endeavouring to keep you healthy.

Violence Statement

The Practice believes that its staff, patients and others have a right not to be subjected to any kind of harassment or abuse. In order to protect and support staff, patients or visitors from any unacceptable behaviour, the Practice reserve the right to take appropriate action.

This can include

• Asking patients or relatives or others to modify their behaviour
• Requiring relatives or others to leave the premises if their behaviour compromise staff’s ability to provide an appropriate level of care to the patients in their charge.
• Reporting acts of harassment or abuse to the police.

The purpose of this policy is to protect staff, patients relatives and visitors from any form of harassment or bullying.

ACCESS TO HEALTH RECORDS

The Data Protection Act 1998 now allows access to medical records of living patients. All applications for access to records whether paper based or electronic are now made under the Data Protection Act 1998. To have access to your medical records, you must apply in writing to the Practice Secretary who on receipt of your request will respond to you within 21 days.

Please note there will be a charge of £10.00 for copies of electronic health records and for copies of manual and electronic records a charge of £50.00 is applied.

We will process applications for access received from patients, the parent/guardian of a child, a personal representative of a deceased patient or a person appointed to look after the affairs of a patient incapable of doing so personally.