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Practice Policies

ZERO TOLERANCE

The Practice has a zero tolerance policy on abusive behaviour, verbal or aggressive. Staff members will liaise with the Local Police if any such threat arises. Any patient who is involved in any behaviour of this sort will be removed from our list. Patients with problems should speak to the practice manager to resolve any issues in a calm and acceptable way to both parties.

PRIVACY

If you feel that you would like additional privacy when attending the surgery, please ask the receptionist and we will do our best to assist.

CONFIDENTIALITY - YOUR INFORMATION AND WHAT YOU NEED TO KNOW

Your doctor and other health professionals caring for you keep records about your health and treatment and care you receive from the National Health Service. These help ensure that you receive the best possible care from us. They may be written down (manual records), or held on a computer. The records may include:

  • Basic details about you, such as address and next of kin
  • Contacts we have had with you, such as clinic visits
  • Notes and records about your health and any treatment, care you have received
  • Details and records about the treatment and care you receive
  • Results of investigations, such as x-rays and laboratory tests
  • Relevant information from other health professionals, or those who care for you and know you well

Your records are used to guide professionals in the care you receive to ensure that:
Your doctor, nurse or any other healthcare professionals involved in your care has accurate and up-to date information to assess your health and decide what care you need so full information is available if you see another doctor, or are referred to a specialist or another part of the NHS there is a good basis for assessing the type and quality of care you have received your concerns can be properly investigated if you need to complain.

Your information may also be used to help us:

  • Assess the needs of the general population
  • Make sure our services can meet patient needs in the future
  • Review the care we provide to ensure it is the highest standard
  • Teach and train healthcare professionals
  • Conduct health research and development
  • Pay your GP, dentist and hospital for the care they provide
  • Audit NHS accounts and services
  • Prepare statistics on NHS performance
  • Investigate complaints, legal claims or untoward incidents

Some of this information will be held centrally, but where this is used for statistical purposes stringent measures are taken to ensure that individual patients cannot be identified. Anonymous statistical information may also be passed to organization with legitimate interest, including universities, community safety units and research institutions. Where it is not possible to use anonymous information, personally identifiable information may be used for essential NHS purposes. These may include research and auditing services.

This will only be done with your consent, unless the law requires information to be passed on to improve public health.

Everyone working for the NHS has a legal duty to keep information about you confidential.

You may be receiving care from other organisations as well as the NHS (like Social Services). We may need to share some information about you so we can all work together for your benefit.

We only ever use or pass on information about you if others involved in your care have a genuine need for it. We will not disclose your information to third parties without your permission unless there are exceptional circumstances, such as when the health or safety of others is at risk or where the law requires information to be passed on.

Anyone who receives information from us is also under legal duty to keep it confidential

We are required by law to report certain information to the appropriate authorities. This is only after formal permission has been given by a qualified health professional. Occasions when we must pass on information include:

  • Notification of new births
  • Where we encounter infectious diseases which may endanger the safety of others such as meningitis or measles (but not HIV/AIDS)
  • Where a formal court order has been issued

Our guiding principle is that we are holding your records in strict confidence

Further Information

www.informationcommisioner.gov.uk

VOICE RECORDING OF TELEPHONE CALLS

Dipton Surgery uses the telephone systems of the surgery to communicate with patients to a high degree. For medical legal reasons we record all telephone calls to and from the surgery. To protect the privacy of any call and the confidentiality of information only the GP Nurse Practitioner, together with the practice manager will be able to access the recordings for the previous 6 months.

Access to the recordings will only be made when there is a specific training need and are not for the benefit of patients. Should any message need to be accessed then it will only take place when there are two of the above people in agreement as to the need to access the message.

A written record of the access will be kept. It is envisaged that it would be extremely rare that there will be any need to listen retrospectively to any call and we wish to reassure all our patients that this will occur only when there is a specific training need. If any patient has queries please contact the practice manager.

CHAPERONE

It is the policy of this practice to respect the privacy, dignity, religious and cultural beliefs of our patients. If you feel you would like a chaperone to be present during a physical examination or if you would prefer to be examined by a health professional of the same gender as yourself, please ask at reception or speak to your doctor. We will do our best to comply with your wishes.



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