Clarence Medical CentreWest Kinmel StreetRhyl, LL18 1DATel: 01745 350680
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:
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.
Sharing your GP medical record with other healthcare professionals involved in your care
In Wales, 64 groups of GP practices have been established and these are known as “Primary Care Clusters”. Their job is to ensure that the health and social care needs of all of their patients are met, in the best possible way. Within each cluster, GPs will work alongside Nurse Practitioners, Pharmacists and other Allied Health Professionals, such as Physiotherapists, to share information and resources between them. Some of the benefits of this way of working are:
Who will be able to access my medical record and what will they use it for?
A qualified healthcare professional will be able to access your GP medical record. This will usually be for the specific problem you are presenting with, and will allow the professional assessing you to have quicker, easier access to relevant information about you.
Cluster Pharmacists may access your records when, for example, undertaking prescription reviews or answering any queries about your medication. This is to ensure that medicines are prescribed safely, efficiently and effectively.
Other staff within the practice, such as receptionists, will also have access to your medical record to carry out tasks such as processing prescriptions, delivering test results and directing you to the most appropriate healthcare professional.
All healthcare professionals accessing your records will normally be employed by either one of the GP Practices within the cluster or by the Local Health Board.
What information can be accessed?
Information which can be accessed, where there is a need, includes:
What information will be blocked from viewing?
No information will routinely be blocked from viewing unless you specifically ask for information to be hidden. For example, it may be possible to hide particularly sensitive information such as sexually transmitted diseases, termination of pregnancy, etc. from certain individuals. If you have any questions, please discuss this initially with a member of the Management Team.
How will my information be kept secure and confidential?
Your GP medical record is stored on a secure computer system and access to it is strictly controlled. All of the practices within the cluster, and the local health board, will have signed an agreement to confirm that they will follow the strict controls in place around the computer system itself, and around any staff who are allowed to access the system. Everyone working within the cluster has a legal, contractual and professional duty to keep information about you secure and confidential.
Can I find out who has viewed my medical record?
Every time your electronic GP medical record is accessed an audit log is created. These audit logs are retained so if you are concerned that someone has inappropriately accessed your record, please discuss this initially with the Practice Manager.
Is there a danger someone else could hack into my record or that my information could be lost?
Contracts are in place with the supplier of the clinical computer systems to ensure that they have robust security measures installed. These measures will prevent any information from being accessed without permission, lost or accessed inappropriately by a third party.
For further information
Please see our leaflet “Primary Care Cluster; Access to your medical information” (also available on our website or from GP Reception). It explains how you can access your own health records, how you can get further information and what to do if you have any concerns about your information. If you would like additional information you can discuss the sharing of your medical records with a member of the Management Team
We always try to provide the best service possible, but there may be times when you feel this has not happened. The following information explains our in-house complaints procedure, drawn up to respond to patient grievances. Our practice procedure is not 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, correct any problems that you have identified, or mistakes that have been made.
If you use this procedure it will not affect your right to complain to the Health Service Authority. Please note that we have to respect our 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, in the first instance please speak to the relevant department manager since we’d like to try and resolve problems straight away and without causing you any further unnecessary inconvenience. There is always a Duty Manager present in the surgery during opening hours, who will be able to help you if the relevant departmental manager is unavailable or if you’re unsure who to approach. You can arrange to speak to any of the managers by asking at reception. If we’re still unable to resolve the problem and you wish to take the matter further then please fill in a complaints form available from reception or write to our Complaints Manager. We have an information pack available at Reception with the forms and contact details should you wish to have one.
We will deal with your complaints swiftly. It may sometimes take longer than expected but where this occurs we will keep you informed. We will try to address your concern, provide you with an explanation and discuss any action that may be needed. We should also make you aware that the practice may need to provide information about you, and the treatment that you have received to insurers or legal advisers.
Our complaints information pack also contains details of other organisations you may approach if you are dissatisfied with the outcome of our investigation of your complaint.
The CHC can also assist you in making a complaint. They can be contacted on 01978 356178.
We are a training practice and have doctors training to be GP's as well as medical students attached to the practice.
Above all else we do not accept violence or the threat of violence from patients - we try to provide a high standard of care and do not deserve to be threatened.
At Clarence Medical Centre we operate an Equality and Diversity Policy as follows
The term ‘visitor’ used below refers to anyone (including patients and their family members, other visitors and contractors) making use of the Practice premises and services,
The practice :
The policy applies to the general public, including all patients and their families, visitors and contractors.
Discrimination by the Practice against you
If you feel discriminated against:
Discrimination against Practice Staff
The Practice will not tolerate any form of discrimination or harassment of our staff by any visitor. Any visitor who expresses any form of discrimination against, or harassment of, any member of our staff will be required to leave the Practice premises forthwith. If the visitor is a patient, he/she may be removed from the Practice list .
Betsi Cadwaladr University Health Board:
In writing: Preswylfa, Hendy Road, Mold, Flintshire, CH7 1PZ
By telephone: (01352) 803434
In writing: Concerns Team, Ysbyty Gwynedd Hospital, Bangor, Gwynedd, LL57 2PW
By telephone: 01248 384194
North Wales GP Out of Hours Service:
By telephone : 0300 123 55 66
INFORMATION AVAILABLE FROM CLARENCE MEDICAL CENTRE PROVIDING MEDICAL SERVICES UNDER CONTRACT TO THE NHS UNDER THE FREEDOM OF INFORMATION ACT MODEL PUBLICATION SCHEME
Information covered by this scheme is only about Primary, general and personal medical services we provide under contract to the National Health Service
Our Charges for Providing Information under this Scheme
All documents that we make available free of charge under this scheme are identified in the table below as Free
All documents available under this scheme for which we may charge a fee are identified with a ‘+’
We will make reasonable charges (which will include staff time, administration costs, copy costs, postage and any other out of pocket expenses we occur) when we provide the following information :
Please contact the Management Team at the Practice if you require a document for which a fee may be applicable. We will let you know the cost and charges that you will be required to pay us, in advance of us supplying the documents to you.
Our charges will be reviewed regularly and be in line with other NHS organizations
We are not able to provide printouts of other organisation’s websites.
How the information can be obtained under this scheme
All documents that we make available under this scheme can be viewed and/or downloaded from the Practice Website and/or made available in a leaflet and or made available in hard copy format on request.
We will dispatch information within 20 working days from receipt of the request and fee.
Information available on the website is also available in hard-copy format on request, although charges may apply – Please contact the Management Team at the Practice for further details.
Information to be published
How the information can be obtained (eg hard copy or website)
CLASS 1 – Who we are and what we do
(organisational information, structures, locations and contacts)
This will be current information only
Clarence Medical Centre
West Kinmel Street
Denbighshire LL18 1DA
Doctors in the Practice
Dr S J Dobson - Senior Partner
Dr LG Williams – Partner
Dr K D Stappert – Partner
Dr R Ryver – Partner
Dr C Corbett – Partner
Dr K Simpson – Salaried GP
& Practice Booklet
Contact details for the practice (named contacts where possible with telephone numbers and email addresses (if used)
Tel : 01745 350680 (main reception)
Fax : 01745 356621
Website and Practice Booklet
Monday to Friday
8.30 – 18.00
Out of hours telephone no :
Other Staffing Details
(further staff details are available on request from the Manager Team or our website)
Management Team :
Support Services Manager – Ali Ellis
Patient Services Manager – Gwyn Hughes
Reception Manager – Gill Chatterton
Lead Nurse – Nicola Anderton
Class 2 – What we spend and how we spend it (Financial information relating to projected and actual income and expenditure, procurement, contracts and financial audits)
Current and previous financial year as a minimum
Total cost to the PCT/HB/HSSB of our contracted services
Available on request from the Management Team
Audit of NHS income
Class 3 – What our priorities are and how we are doing
(Strategies and plans, performance indicators, audits, inspections and reviews)
Current and previous year as a minimum)
Records of decisions made in the practice affecting the provision of NHS services
Class 4 – How we make decisions (Decision making processes and records of decisions)
Current and previous year as a minimum
Class 5 – Our Policies and Procedures
(current written protocols, polices and procedures for delivering our services and responsibilities)
Current information only – Mark ‘not held’ against any policies not actually held
Policies and procedures about the employment of staff
Internal instructions to staff and polices relating to the delivery of services
Equality and diversity policy
Health and Safety Policy
Complaints procedure (including those covering requests for information and operating the publication scheme )
Records Management Policies (records retention, destruction and archive)
Data Protection Polices
Polices and Procedures for handling requests for information
Please see our website
Class 6 – Lists and Registers
Currently maintained lists and registers only
Any publicly available register or list (if any are held this should be publicised, in most circumstances existing access provision will suffice)
Class 7 – The services we offer (Information about the services we offer, including leaflets, guidance and newsletters produced for the public)
Current information only
The services provided under contract to the NHS
See our website for details
Charges for these services
Newsletter and information on the practice website
Out of hours arrangement
We are an Independent GMS practices contracted by BCUHB. We serve a practice population of 16100 people across 2 sites and employ 40 plus staff to include General Practitioners, Practice Nurses, Health Care Assistants and administration staff.
What is a privacy notice?
This privacy notice is part of our commitment to ensure that we process your personal information/data fairly and lawfully.
Why issue a privacy notice?
Clarence Medical Centre recognises the importance of protecting personal and confidential information in all that we do and takes care to meet its legal and regulatory duties. This notice is one of the ways in which we can demonstrate our commitment to our values and being transparent and open.
This notice also explains what rights you have to control how we use your information.
What are we governed by?
The key pieces of legislation/guidance are:
Who are we governed by?
Why and how we collect information
How we use information
There is a huge potential to use your information to deliver care and improve health and care services across the NHS and social care. The information can be used to help:
It helps because
No information will routinely be blocked from viewing unless you specifically ask for information to be hidden. For example, it may be possible to hide particularly sensitive information such as sexually transmitted diseases, termination of pregnancy, etc. from certain individuals. If you have any questions, please discuss this initially with a member of our Management Team.
How will my information be kept secure and confidential?
Every time your electronic GP medical record is accessed an audit log is created. These audit logs are retained so if you are concerned that someone has inappropriately accessed your record, please discuss this initially with a member of our Management Team.
Is there a danger someone else could hack into my record or that my information could be lost?
Your right to withdraw consent
You have the right to refuse/withdraw consent to information sharing at any time. We will fully explain the possible consequences to you, which could include delays in you receiving care.
Contacting us about your information
Each practice has a senior person responsible for protecting the confidentiality of your information and enabling appropriate sharing. This person is known as the Calidicott Guardian. You can contact the Calidcott Guardian at Clarence Medical Centre.
Your NHS number, keep it safe
Every person registered with the NHS in England and Wales has their own unique NHS number. It is made up of 10 digits for example 123 456 7890.
Your NHS number is used by healthcare staff to identify you correctly. It is an important step towards improving the safety of your healthcare. To improve safety and accuracy always check your NHS number on correspondence the NHS sends to you.
If you don’t know your NHS number, ask at the Practice. You may be asked for proof of identify for example a passport of other form of identity. This is to protect your privacy.
If you would like additional information you can discuss the sharing of your medical records with a member of our Management Team, GP or any other member of the healthcare team.
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