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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.

ICO Model Publication Scheme

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.

Complaints

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 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 here or from reception.

Cloverleaf Advocacy

If you wish to have support to pursue a complaint about NHS services there is a free, confidential service available.

NHS services include hospitals, doctors, dentists, pharmacists, ambulances and opticians. These services can be delivered in the community or in hospitals and include NHS funded nursing homes.

Cloverleaf Advocacy provide this service for anyone who is resident in North Yorkshire.

They can be contacted in a number of ways:

By Post: Independent Health Complaints Advocacy Service, 4 Devonshire Court, Clifton, York YO30 5PQ

By Phone: 0300 012 4212

By Email: helpwithnhscomplaintsnorthyorks@cloverleaf-advocacy.co.uk

Further information can be found on their website www.helpwithnhscomplaintsnorthyorks.org 

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.

Equality and Diversity Policy

Equality is about creating a fairer society where everyone can participate and has the opportunity to fulfil their potential. It is backed by legislation designed to address unfair discrimination (past, present or potential) that is based on membership of a particular group. It can be summarised in terms of equal access, equal treatment, equal shares and equal outcomes.

Diversity is about the recognition and valuing of difference in its broadest sense. It is about creating a working culture and practices that recognise, respect, value and harness difference for the benefit of the organisation and the individual. Diversity is about the collective mixture of individuals, cultures and organisational expertise.

Both equality and diversity are inter-dependent. There is no equality of opportunity if difference is not recognised and valued.

The Practice:

  • Will ensure that everyone is treated with dignity and respect
  • Will offer equal opportunities to all, regardless of gender, race, ethnicity, disability, sexual orientation, religion, age or marital status.
  • Will not tolerate any discrimination against patients, employees or visitors. Any such discrimination will be considered a disciplinary offence.

Comments about gender, race, ethnicity, disability, sexual orientation, religion or age may be offensive and will not be tolerated in the workplace. Disciplinary action will be taken against anyone found to be making inappropriate comments in connection with any of the above.

If you feel discriminated against you should bring the matter to the attention of the Practice Manager who will ensure that the matter is investigated thoroughly and confidentially. Where necessary appropriate action will be taken to prevent any further discrimination taking place.

This policy applies to all employees and partners, GP Locums, temporary staff and contractors, and applies equally to all patients and visitors to the practice.

Patient Consent

It is the right of every patient to decide what happens to their body.

Before a doctor or other health professional examines or treats you, they need your consent. Sometimes you can simply tell them whether you agree with their suggestions. However, sometimes a written record of your decision is helpful - for example for joint injections, coil and implanon fittings.

You'll then be asked to sign a consent form. If you later change your mind you are entitled to withdraw consent -even after signing.

The following link is to a Department of Health 'Easy Read' leaflet regarding consent.

http://www.thh.nhs.uk/documents/_Patients/PatientLeaflets/general/Consent_LD-EasyRead-DoH.pdf 



 
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