Practice Charter

Your Medical Records - Privacy And Confidentiality

Your medical records are a history of your health - your illnesses, prescriptions, investigations and any other treatments you have had.

You have a right to keep your personal health information confidential. The relationship with you and your doctor is special.

We keep your records on our practice computer system, so we are able to share information among all those responsible for your care - unless you ask us not to. Remember, all members of our team have signed confidentiality agreements in their contracts.

We need to find the right balance between watching over your personal privacy and providing good health care - which may depend on those who care for you having access to information.

You have the right to see - and where necessary correct - your records whether these are on the computer or in writing. There may be a small charge for administration and photocopying.

Sometimes we must release medical information about you to other people or organisations.

This can happen in the following ways:
Life or health insurance companies, and sometimes solicitors, may need information but only with your consent. Benefit agencies also ask us for details which we provide, since it is in your interest that we do so.

Health authorities need anonymised information both for statistical reasons and as the basis for making payments to the practice.

The law sometimes requires information for public health reasons, for example about illnesses such as meningitis. Law courts can also make doctors disclose medical records to them and they cannot refuse to co-operate.

(Further details about the practice's policy on privacy and confidentiality are available on request.)

What You Can Expect From Us

You will be treated as an individual and will be given courtesy and respect at all times.

You have the right to be treated confidentially

Your religion and cultural beliefs will be respected

You will be given a time to see a doctor or practice nurse in accordance with our appointments system. They will do their best to see you promptly but if there is a substantial delay for any reason, you will be given an explanation

You can ask for a home visit if you are not well enough to attend the surgery, but the decision remains with your doctor

Remember we will need your authority in writing if you want a relative or friend to obtain any information about your health care, including any test results. Confidentiality rules are very strict

If your doctor believes that you need a second opinion, he or she will arrange this

When you register as a new patient, you will be offered a health check with the doctor or nurse

Your repeat prescriptions will normally be ready within 48 hours (two working days) of your request being received at the surgery

We will normally answer the telephone as promptly as possible and with courtesy

We will do our best to explain things clearly and simply. If you are in doubt or want more details, just ask

Help Us To Help You

Let us know if you cannot keep your appointment or may be late

Arrive in plenty of time for your appointment

Remember that your appointment is for 10 minutes and the appointment is for one patient at a time, unless you make other arrangements with your doctor

Try to come to the surgery if you can. We can see four or five patients at the surgery in the time it takes to do one home visit

Be prepared to give our staff information that helps them assess the urgency of your request for advice/appointment/visit. We, of course, will respect your privacy at all times

Remember that we are governed by strict rules of confidentiality and we will not give any information about your heath care (including test results) to any other person (friends or relatives) unless we have your written authority to do so

Call after 10.00am to make routine or follow-up appointments - the phones won't be so busy then.

Tell us if you change your name, address or telephone number. Also, if you have a hospital appointment you will need to contact the hospital to inform them of your change of address

Make sure we receive copies of any discharge letters, medication lists or other information you may have been given after attending hospital appointments

Remember that our staff are here to assist you, but do welcome a degree of courtesy, and we do have a policy of zero tolerance towards violent, threatening and abusive behaviour. If you do not respect the rights of our staff, we may have no choice but to inform the police and make arrangements for you to be removed from our medical list

Comments & Suggestions

If you would like to make comments on our service please ask to see our operations manager, Mrs Caroline Baldwin or, alternatively, leave your written suggestions in the box at the surgery entrance. We are always pleased to hear how we can improve our services and include new ideas.

Complaints Procedure

We aim to provide a high standard of healthcare which closely suits your needs. However, if you are dissatisfied with the service you receive from any member of the practice team, please address your complaint to the manager, Miss Baldwin. She will ensure that your problem is investigated promptly and within the NHS complaints procedures.

Freedom Of Information

The Freedom of Information Act 2000 obliges the practice to produce a Publication Scheme. A Publication Scheme is a guide to the ‘classes’ of information the practice intends to routinely make available.

This scheme is available from the manager.