CONFIDENTIALITY

Your medical records are held in strictest confidence.  Information is not passed on without your consent, unless it is within the confines of the NHS, by legal requirement, or is in the public interest i.e. if the patient or others are at risk of death or serious harm. 

The practice is computerised and registered under the Data Protection Act 2000.  If you wish to access your medical record you should contact the Practice Manager or Senior Reception staff.  They will explain the procedure and also advise on any fees which may be charged. It is a practice and legal requirement that all staff maintain confidentiality of patients’ records. 

FREEDOM OF INFORMATION

This Act became operational on 1^st January 2005.  Under the provisions of this Act any member of the public may request information from GP surgeries (as well as other public sector organisations).  You can make a request for information in writing to The Practice Manager, at The Friary Surgery, Dobbin Lane, Armagh BT61 7QG.

Information may be provided free of charge. However, if there are administrative costs such as photocopying and laser printing, there will be a nominal charge.

GDPR: General Data Protection Regulation

The General Data Protection Regulation (GDPR) is European legislation which intends to strengthen and unify data protection within the EU. It is enforceable from 25th May 2018.  Please see below - how we store and use your data

The Friary Surgery Privacy Notice

Comments and Suggestions

Our aim is to provide our patients with the best possible care within the resources available to us and to deal with any problems as quickly and efficiently as possible. 

Patients wishing to make constructive or critical comments on the services provided by the practice should speak or write to the Practice Manager or leave comments in the suggestion box in the reception.

Complaints Procedure

We endeavour to give you the best service possible at all times; however, there may be occasions when you wish to express dissatisfaction.  We operate an in-house complaints procedure to deal with your complaints about the service you have received from the doctors or staff working in this practice.  This procedure does not deal with matters of legal liability or compensation but we hope you will use it to give us the opportunity to investigate and, if necessary, correct any problems that may have arisen or mistakes that may have been made. 

In some cases the in-house procedure is not an appropriate form of investigation, in which case you will be referred to the appropriate authority.  This procedure does not affect your right to make a formal complaint to the Health and Social Services Board, if you wish, nor does it affect your right to seek compensation in law. 

Your complaint should be addressed to the Practice Manager, who will ensure that it is investigated thoroughly and as speedily as possible.  Please note that the practice must ensure strict adherence to the rule of medical confidentiality.  We cannot provide confidential information without appropriate authority if you are not the patient in question. 

From 1 January 2026 the Northern Ireland Public Services Ombudsman (NIPSO) have implemented a two-stage procedure with dedicated timeframes:

Stage 1 - frontline response - a complaint is resolved or a response provided within 5 working days (with a possible extension of a further 5 working days).

Stage 2 - Investigation - a complaint is acknowledged within 3 working days and resolved or a response provided within 20 working days (with a possible extension of a further 20 working days). At the end of stage 2, organisation are statutorily required to signpost the complainant to NIPSO.

Doctors on the specialist training programme for general practice

The Friary Surgery is an approved training practice.ST2 and ST3 doctors are appointed to the surgery from time to time.

These are fully qualified doctors who are finalising their training in general practice. From time to time consultations will be videoed for teaching purposes but this will only be with the patient’s consent. You will be informed prior to making an appointment if it will be during a video surgery. Your cooperation is appreciated.

Foundation Year 2 doctors

The practice has recently become involved with the training of F2 doctors. Again, these are fully qualified doctors who are keen to gain experience in general practice before they embark on their chosen career path. 

Medical students

The practice has for many years been involved in the education of medical students. At periods throughout the year a student will be attached to the practice, and during that time will accompany doctors during surgeries and home visits.

Patients will always be informed that a student is present, and their permission sought for the student to participate in the consultation. Once again, your cooperation is appreciated.

ZERO TOLERANCE

This practice considers aggressive behaviour to be any personal/abusive or threatening comments, bad language, physical contact and aggressive gestures. In keeping with the rest of the NHS we operate a zero tolerance policy with respect to the protection of staff. This means that no abuse of doctors or staff, whether verbal or physical, is acceptable and any patient behaving in this manner will be removed from the list with immediate effect.

In some cases the police will be informed and this may result in the patient being registered with the health board as a violent patient. Patients classed as violent patients do not have a choice of doctor when they re-register for GP services. They will be allocated to a special service for violent patients. Our nearest such service is in Craigavon.

Patients’ rights to GMS (General Medical Services)

As a patient you have the right to:

• Be registered with a GP
• Change doctor easily and quickly
• Be offered a health check on joining the practice
• Receive emergency care at any time through a GP
• Receive health care on the basis of clinical need regardless of ability to pay
• Be given a clear explanation of any treatment proposed, including any visits and alternatives, before you decide whether you will agree to treatment
• Have appropriate drugs and medicines prescribed
• Be referred to a consultant, acceptable to you, when the GP thinks it is necessary and be referred for a second opinion if you and the GP agree this is desirable
• Have access to your medical records, subject to any limitation in the law, and know that those working for the NHS are under legal duty to keep the contents confidential
• Choose whether or not to take part in medical research or medical student training
• Request a yearly health check if you are 75 years or over
• Be given detailed information about local family doctor services through Health Board’s local directory
• Receive a copy of the practice booklet, setting out the services provided
• Receive a full and prompt reply to any complaints about the services provided by the practice

Help Us Help You

As a patient of this practice we expect you to:

• Treat the doctor and practice staff with courtesy
• Be punctual for appointments
• Give the practice as much notice as possible if you are unable to keep your appointment
• Make more than one appointment if more than one person needs to be seen
• Be prepared to make further appointments if you have numerous or complicated problems
• Be patient if appointment times are running late – please remember it may be you who needs extra time on another occasion
• Ask for a home visit only if illness prevents you from attending the surgery – children can usually be brought safely to the surgery
• Contact the doctor out of surgery hours only in the case of an emergency which cannot wait until the next working day
• Be prepared to see another doctor in the practice when your own doctor is unavailable
• Carefully follow the treatment prescribed by your doctor

If you wish to make constructive comments, suggestions or criticism, please contact the Practice Manager or leave comments in the Suggestion