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 Practitioners 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 patient consent unless we are legally obliged to do so.

 

Complaints

Customer service formWe make every effort to give the best service possible to everyone who attends our practice.

However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.

To pursue a complaint please contact the practice manager who will deal with your concerns appropriately. Further written information is available regarding the complaints procedure from reception or by clicking on the following link:

Complaints Policy

Zero Tolerance Statement

 

The Singh Medical Practice aims to provide high quality healthcare and we will treat all patients with respect and dignity.

 

Unfortunately, there has been an increase in verbal and physical attacks on staff and this is unacceptable.

 

The Singh Medical Practice and Manchester Health and Care Commissioning support The NHS Zero Tolerance Policy. This policy recognises the increasing problem of violence against staff working in the NHS and ensures that doctors and healthcare staff have a right to care for others without fear of being attacked or abused.

 

Patients also have a right to access services without fear of violence at their practice.

 

In line with this policy, we have a zero tolerance approach to aggression, abuse, violence or anti-social behaviour.

 

What do we mean by zero tolerance?

We understand that when patients feel ill, they do not always act in a reasonable manner and will take this into consideration when trying to deal with a misunderstanding or complaint. We ask you to treat healthcare professionals and practice staff courteously and act reasonably.

 

Whilst it is not possible to list all types of incidents, some examples of unacceptable behaviour are provided below:

 

- offensive language, verbal abuse and swearing

- racist and hate comments

- loud and intrusive conversation

- unwanted or abusive remarks

- negative, malicious or stereotypical comments

- carrying weapons or using objects as weapons

- damage, defacing or vandalism of NHS property

- threats or risk of injury to NHS staff

- intimidation

- stalking

- unreasonable behaviour and non-cooperation

 

Such behaviour or verbal abuse causing distress and or constituting harassment will not be tolerated and could lead to the person being removed from the practice list. In extreme cases the police will be contacted if the patient is posing a threat to staff or others.

 

Removal from the practice list

A good patient-doctor relationship, based on mutual respect and trust, is the cornerstone of good patient care. The removal of patients from our list is an exceptional and rare event and is a last resort in an impaired patient-practice relationship.

 

When trust has irretrievably broken down, it is in the patient’s interest, just as much as that of the practice, that they should find a new practice. An exception to this is on immediate removal on the grounds of violence e.g. when the Police are involved.

 

Removing other members of the household

In rare cases, if there is a possible need to visit patients at home, it may be necessary to terminate responsibility for other members of the family or the entire household.

 

The prospect of visiting patients where a relative who is no longer a patient of the practice by virtue of their unacceptable behaviour resides, or being regularly confronted by the removed patient, may make it too difficult for the practice to continue to look after the whole family.

 

This is particularly likely where the patient has been removed because of violence or threatening behaviour and keeping the other family members could put doctors or their staff at risk.

 

 



 
Call 111 when you need medical help fast but it’s not a 999 emergencyNHS ChoicesThis site is brought to you by My Surgery Website