We always try to provide the best services, but there may be times when you feel this has not happened.

If you wish to make a complaint, the the leaflet attached will fully explain how you can complain.

We believe it is important to deal with complaints swiftly. Occasionally it may take longer, but we will keep you informed throughout. We will try to address your concerns, provide you with an explanation and discuss any action that may be needed.

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 Practitioners 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 correct request form 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.

In May 2018, the strict rules about how this data can and cannot be used were strengthened. The NHS is committed to keeping patient information safe and always being clear about how it is used.

How your data is used

Your health and care information is used to improve your individual care. It is also used to help us research new treatments, decide where to put GP clinics and plan for the number of doctors and nurses in your local hospital. Wherever possible we try to use data that does not identify you, but sometimes it is necessary to use your confidential patient information.

What is confidential patient information?

Confidential patient information identifies you and says something about your health, care or treatment. You would expect this information to be kept private. Information that only identifies you, like your name and address, is not considered confidential patient information and may still be used: for example, to contact you if your GP practice is merging with another.

Who can use your confidential patient

It is used by the NHS, local authorities, university and hospital researchers, medical colleges and pharmaceutical companies researching new treatments.

Making your data opt-out choice

You can choose to opt out of sharing your confidential patient information for research and planning. There may still be times when your confidential patient information is used: for example, during an epidemic where there might be a risk to you or to other people’s health. You can also still consent to take part in a specific research project.

Will choosing this opt-out affect your care and treatment?

No, your confidential patient information will still be used for your individual care.
Choosing to opt out will not affect your care and treatment. You will still be invited for screening services, such as screenings for bowel cancer.

What should you do next?

You do not need to do anything if you are happy about how your confidential patient information is used. If you do not want your confidential patient information to be used for research and planning, you can choose to opt out securely online or through a telephone service. You can change your choice at any time by visiting:

www.nhs.uk/your-nhs-data-matters/manage-your-choice/
(this link will open in a new window – popups must be allowed) or telephone 0300 303 567.

View the The NHS Constitution

View / Download our Patient Privacy Notice

You may be asked to complete a survey about the practice. This is sent out by the Department of Health and asks questions about your visits to the practice, appointments, telephones etc. We ask that you complete and return it. The results of these surveys can significantly impact on the practice as they do affect the funding we receive. From time to time the practice may also conduct patient surveys.

Many people think that when they call the ambulance service or go into hospital or use social care services, the health and social care professionals can see their enhanced medical information – this is not true – they can only see the basic information. Health and social professionals need to have consent from the patient to be able to see all the information their GP practice holds about them so they can make the best informed decision about the care the patient receives.

All patients in the UK will have a Summary Care Record which holds basic information about a person’s medical history. If consent is given to adding more information to this record, it becomes an ‘Enhanced Summary Care Record’.

What should I do if I want to add more information to my medical record?

By telling your GP practice that you would like to add more information to your summary care record, doctors, nurses, paramedics, social care and hospital staff will be able to see your records and treat you quickly and in the most appropriate way.

You may want to add information such as long term health conditions, personal care preferences or legal decisions that you and your family have made about your healthcare in an emergency or at end of life.

If you have an elderly friend or relative, or know someone with a long term condition such as asthma, diabetes or heart problems or if they are living with dementia or a disability, they can greatly benefit from having and Enhanced Summary Care Record.

All of this information remains confidential and is kept within the NHS and social care services.

What is additional information?

Additional information can be added to your SCR by your GP practice and is a summary of information about your medical history. It can include the following:

Your long term health conditions such as asthma, diabetes, heart problems or rare medical conditions.

Your relevant medical history – clinical procedures that you have had, why you need a particular medicine, the care you are currently receiving and clinical advice to support your future care.

Your healthcare needs and personal preferences – you may have particular communication needs, a long term condition that needs to be managed in a particular way, or you may have made legal decisions or have preferences about your care that you would like to be known.

Immunisations – details of previous vaccinations, such as tetanus and routine childhood jabs.

Including this additional information means that you have an ‘enhanced’ Summary Care Record.

How will additional information help me?

Essential details about your healthcare can be very difficult to remember, particularly when you are unwell. Having additional information in your SCR means that when you need health or social care support you will be helped to recall and clarify this vital information.

There are already clear benefits for your care from having medication, allergy and adverse reaction information available through your SCR. If you choose to add additional information, this can further increase the quality of your care. Additional information can also empower you if you need some help to communicate your complex care needs.

Adding more information to your Summary Care Record

Please note: specific sensitive information such as any fertility treatments, sexually transmitted infections, pregnancy terminations or gender reassignment will not be included, unless you specifically ask for any of these items to be included.

For more information talk to the staff at your GP practice or visit  https://digital.nhs.uk/services/summary-care-records-scr

You can also phone the NHS Digital on 0300 303 5678

How do I include additional information in my SCR?

Your GP practice may recognise that having additional information in your SCR will be of benefit to you and may suggest this change. Alternatively, you can discuss your wishes with your GP practice and agree that information should be added to your SCR.

Additional information will only be included in your SCR after you have discussed this with you GP practice and only if you give your permission (this can be verbally or written).

Once you have chosen to add additional information to your SCR, your GP practice will continue to do this and keep it up to date. Remember that you can change your mind at any time by simply informing your GP practice.

Vulnerable patients and carers

Certain vulnerable patient groups such as those with dementia or with detailed and complex health problems can particularly benefit from additional information in their SCR. If you are a carer for another person and believe that they may benefit from additional information in their SCR, then you can discuss this with them and their GP practice.

Where can I get more information?

For more information talk to the staff at your GP practice or visit  https://digital.nhs.uk/services/summary-care-records-scr

You can also phone the NHS Digital on 0300 303 5678

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.