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.
We 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.
Most issues can be resolved without you having to make a formal complaint. Try having an informal chat with your doctor or a member of staff first. A formal complaint takes time and minor issues are resolved quicker if you speak to a staff member on sight.
In the first instance please discuss your complaint with the staff member concerned. If this does not resolve the situation, please ask to speak with the Reception Team Leader who will investigate your concerns and offer you further advice on the complaints procedure.
If your problem cannot be resolved at this stage and you wish to make a formal complaint, please let us know as soon as possible and address your complaint to the Practice Manager who will deal with your concerns appropriately. Further written information is available regarding the complaints procedure from reception or in the attached leaflet that you can download and complete.
Healthwatch - Independent Health Complaints Advocacy Service (IHCAS)
Healthwatch West Sussex provides a free and independent health complaints advocacy service, which helps local people explore options for getting their voice heard when they feel something has gone wrong with their health service.
Their advocates support local people to explore their complaint options and can provide practical assistance, ranging from help in writing a complaint letter, attending a resolution meeting, and putting your complaint to the Health Service Ombudsman.
As Healthwatch West Sussex they can also work with the organisation and system to make sure learning from complaints helps to improve services for those who need them now and in the future.
For more infomration, visit their website at:
www.healthwatchwestsussex.co.uk/complaints-support/ or contact them at:
Telephone: 0300 012 0122
Address: The Billingshurst Community Centre, Roman Way, Billingshurst, West Sussex RH14 9QW
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.