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Practice Policies

Confidentiality & Medical Records

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:

·         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.

The links below will direct you to our confidentiality policy along with our Practice statement 'Here to Listen':-

 

Chaperone present during your consultation

All registered patients are entitled to have a chaperone present during their consultations especially when you need to have an intimate examination. Please click on the link below to view our Practice's chaperone policy.

 

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

Complaints

If you are unhappy with any aspect of our service, the practice operates a complaints procedure along NHS Wales guidelines (‘Putting Things Right’). Although we believe that our service is usually of a high standard, we recognise that we do not always get things right. We take complaints very seriously. If you would like to make a complaint regarding the Surgery or the services we offer, please contact the Practice Manager as soon as possible by telephone or come in or, if you prefer, in writing. Every effort will be made to answer your concerns as quickly as possible.

We hope most problems can be sorted out quickly and easily, often at the time they arise and with the person concerned. Our aim is to give you the highest possible standards of service and we try to resolve all problems to your satisfaction.

Tenby Surgery Social Media Policy

 

Tenby Surgery welcome comments and suggestions from their patients and these can be submitted via our website or in writing to the Practice Manager. Likewise, a complaint can be sent in writing to the Practice Manager; the complaints procedure can be obtained from the reception desk.

 

The practice has noticed a developing trend where a patient will use a Social Media site, such as Facebook, to make a personal attack on a member of the surgery staff or to make false statements about the surgery.

 

Tenby Surgery will not hesitate to remove a patient from the surgery list and report them to the social networking site if they are found to have made libellous statements or defamatory comments about the surgery or a member of the surgery staff. The legal definition of defamation is:

 

‘any intentionally false communication, either written or spoken, that harms a person’s reputation; decreases the respect, regard, or confidence in which a person is held; or induces disparaging, hostile or disagreeable opinions or feelings against a person.’

 

If you have a comment or complaint about the surgery, we encourage you to report this through the correct channels. The practice always investigates complaints and responds to patients in a timely way.

 

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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