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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

Whilst every effort is made at Redwood House by all members of staff to provide a good service to you, there may be a time that you feel there is a cause to make a complaint.  We hope in most cases this can be done on an informal basis, but if you feel you need to take the matter further, then please read the following:

To make a complaint about any member employed at Redwood House or the service we provide please address it to Jan O'Shea, Practice Managers, in writing.   This must be done as soon a possible after the  event , however Health Authority Guidelines state you should complain either within 6 months of the event or within 6 months  of realising you had cause to complain, providing this is not more that 12 months from the event.

Having made your complaint we will acknowledge it within 3 working days and a full response will be made within 10 working days.  If it is not possible to achieve these targets,  you will be notified of the delay and the reasons for it.

In the first instance we would hope that if there is cause  for the complaint, then a meeting can be arranged between the patient, the Practice Manager and the person who the complaint has been made against before the matter is taken further.

If the patient is not able to make the complaint then someone else can act on their behalf.  Confidentially is very important and so ideally the patient’s  written consent should be provided.  If this is not possible the people investigating the complaint will decide whether the person is appropriate to represent the patient.

If you would like to discuss anything with our local PALS Team please visit

http://www.windsorascotmaidenheadccg.nhs.uk/contact-us/ 

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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