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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 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

Customer service form

Our aim is to provide you with the highest possible standard of service and we try to deal swiftly with any problems that may occur. To help us achieve this we offer a Practice Complaints Procedure to deal with comments, suggestions and complaints about the services we provide.

We always try to give you the best service possible, but there may be times when you feel this has not happened. Set out below is what you should do if you have a complaint about the services we provide for you.

Our Practice procedure can only deal with complaints against members of the Practice, it cannot deal with complaints against the NHS or local authorities and their staff, nor is it able to deal with questions of legal liability or compensation. We hope you will use it to allow us to look into and, if necessary, put right any problems you have identified or mistakes that you feel have been made.

If you use this procedure it will not affect your right to complain to The Health Care Commission (HCC) if you wish. Please note that we have a duty of confidentiality to patients and a patient’s consent will be necessary if a complaint is not made by the patient in person.

If you wish to make a complaint, please telephone or write to our Practice Manager at:

Fairfield Park Health Centre
Tyning Lane
Bath
BA1 6EA
Telephone: 01225 331616.

The Practice Manager will take full details of your complaint, explain what action will be taken to investigate your complaint and discuss with you how you would like to be informed of the outcome of that investigation. 

We think that it is important to deal with complaints swiftly so we will normally seek to resolve your complaint within seven days. Occasionally, if we have to make a lot of enquiries, it might take a little longer, but we will keep you informed of progress. 

If you wish to discuss your complaint in person, the Practice Manager will arrange a convenient time for you to come to the Practice for a formal meeting. The Practice manager may ask another member of the Practice staff, e.g. a Doctor, to attend this meeting. If your complaint is about a specific member of staff, that member of staff will not attend this meeting. You may bring a friend or relative with you to the meeting.

We will try to address your concerns fully, provide you with an explanation and discuss any action that may be needed. We hope that we will be able to resolve any complaint amicably.

If you're still unhappy, you can refer the matter to the Parliamentary and Health Service Ombudsman, who is independent of the NHS and government. Call 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.



 
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