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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

Each practice in the NHS has a complaints procedure to try to resolve problems in as informal way as possible. If this doesn’t work satisfactorily, there are more formal procedures, with which the practice co-operates fully.

It is our policy to continuously improve the services we offer. If you have any helpful, constructive comments or suggestions that may help us in our aim then there are two ways that we can receive them. Complaints about the service we provide can be made in the same way.

We can take your comments or complaints verbally. In this case we would ask you to contact the practice manager, who will arrange a convenient time to listen to you and ensure that enough detail is recorded so that the matter can be investigated and an explanation provided.

In either case, we will acknowledge your complaint within three working days and aim to resolve it within 14 days. If you remain dissatisfied with our initial response, we will provide full details of the next steps you can take.

Though we do our best to provide the very best service, it is inevitable that situations will arise that require some explanation. If we are not made aware of your concerns, we are unable to answer your problem, nor improve our service to other patients.

Please do not hesitate to contact us if you have a problem.

You might prefer to submit your comments or complaint in writing. If so, the matter would initially be dealt with by Graham Wynn, to whom your letter should be addressed at the practice.

Mr Graham Wynn
Queens Park Medical Centre
Farrer Street
Stockton on Tees
TS18 2AW

Download a Complaints Form

In either case, we will try to provide you with a timely reply. If you remained unsatisfied by our initial response, we would provide details of the next steps that could be taken.

Though we would prefer to be perfect, it is inevitable that situations will arise that require some explanation. If we are not made aware of your concerns, we are unable to answer your problem, nor improve our service to other patients.

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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