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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 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.  For more details of the information we hold and share and how you can amend this please see our Privacy Notice below.

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 in writing - please see form below. No information will be released without the patient consent unless we are legally obliged to do so.

Privacy Notice Request form for Access to Records Request form for Amendment to Records

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.


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 - you can find further details of the procedure and forms here .

You may wish to seek support from the Patient Advice and Liaison Service (PALS) at Wiltshire CCG. You can contact PALS:

  • By post:       Write to PALS, Wiltshire CCG, Southgate House, Pans Lane, Devizes SN10 5EQ
  • By email:     Using wccg.complaintsandpals@nhs.net
  • By phone:    On 0300 1232103

If you are dissatisfied with a response from the Practice regarding a complaint, you may wish to refer your concerns to NHS England on 0300 311 22 33 or email england.contactus@nhs.net or to the Parliamentary and Health Service Ombudsman, telephone 0345 015 4033.


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

We fully understand if you feel you would like another member of staff to be present if you need to be examined by one of the doctors.  Please see our policy Here



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