Practice Policies

Confidentiality And Medical Records

From October 2007 the Practice will be uploading patient National Summary Care Records to the National Spine – this is an automatic process.

Any patients who do not wish to share their records through the National Spine should inform the practice in writing expressing their wishes.

You may change your mind at any time.

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.

Complaints

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.

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

Please send your written complaint to:

Alison Bridge, Practice Director, Inspire for Health @ Redbank , 2nd Floor Sun Suite, Radcliffe Primary Care Centre, 69 Church St West, Radcliffe M26 2SP or you can send an email to abridge@nhs.net  

Alternatively, you may wish to arrange to speak to Alison directly by telephone on the practice number 0161 724 2040.

What we shall do

We look to settle complaints as soon as possible.  We will acknowledge receipt within 3 working days and aim to have looked into the matter within 10 working days.  Where this is not possible, due to exceptional circumstances, we will inform you in writing that this may take longer.

Investigation

When looking into a complaint we attempt to see what happened and why, to see if there is something we can learn from this, and make it possible for you to discuss the issue with those involved if you could like to do so.

When the investigations are complete, your complaint will be determined and a final response sent to you.

If your complaint involves more than one organisation, we will liaise with that organisation so that you have received one coordinated reply.  You will be informed and your consent obtained.

The final response letter will include details of the result of your complaint and also your right to escalate the matter further if you remain dissatisfied with the response.

Getting further help

If you choose to direct your enquiry further, you have the right to approach:-

NHS England, 03003 112233, england.contactus@nhs.net, NHS England, PO Box 16738, B97 9PT

The Ombudsman (Parliamentary and Health Service Ombudsman), 51 Mosley St, Manchester M2 3HQ – 

0345 0154033 or www.ombudsman.org.uk

The Patient Advice and Liaison Service (PALS) offers confidential advice, support and information on health-related matters. They provide a point of contact for patients, their families and their carers. You can find officers from PALS in your local hospital.

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.