Confidentiality & Medical Records
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.
Access to Medical 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.
Emergency Care Summary
Emergency Care Summary – all patients in Scotland have an electronic Emergency Care Summary. This contains basic information (name, date of birth, name of your GP surgery, prescribed medicines, and allergies to medicines) essential for hospital accident and emergency department, and out-of-hours doctors and nurses. The Emergency Care Summary is password-protected and available to only those NHS staff directly involved in your care.
We strive to provide an excellent service for our patients at all times. However we recognise that there maybe occasions when your expectations are not realised. The Practice aims to ensure that its complaints procedure is properly and effectively implemented and that patients feel confident that their complaints and worries are listened to and acted upon promptly and fairly.
Any comments made by the patients are welcomed and are looked upon as an opportunity to learn, adapt, improve and provide better services. If you wish to make a comment or suggestion about the services provided you can write or discuss these with Mr Sweeney the Practice Manager. We hope that nothing occurs while you or your family are in our care that makes you concerned; however should you feel you have reason to be unhappy, we will deal with it in a proper manner.
If it is not possible to let us know at the time of the problem that has arisen, then please let us have details of your complaint within 6 months of the incident that has caused the problem or within 6 months of discovering that you have a problem, provided it is within 12 months of the incident.
Complaints should be addressed to the Practice Manager. These can be put in writing or if you wish to discuss it in the first instance, over the phone.
We shall acknowledge receipt of your complaint within 3 working days and aim to have looked into your complaint within 20 working days. We shall then be in a position to give you an explanation, with those involved.
In investigating your complaint we shall aim to:
Find out what happened and what went wrong;
Enable you to discuss the problem with those concerned, if you would like this;
Ensure you receive an apology, where this is appropriate;
Identify what we can do to ensure this problem does not happen again.
Complaints on Behalf of Someone
The Practice adheres strictly to the rules of patient confidentiality. If you wish to complain on behalf of someone else, we have to know that you have permission to do so. Therefore we require a letter signed by the person concerned unless they are incapable (because of illness) of providing this or if is a child.
Attatched Staff or Other Services
We are pleased to accept your comments about Health Board staff attached to the Practice or other NHS services. However because we are not directly responsible for these services, then it will be necessary to forward your comments to the appropriate body.
The Practice believes that, wherever possible, complaints are best dealt with on a local level between the complainant and the Practice. If however you remain dissatisfied at the outcome at local level, you may ask that the Ombudsman review your case.