Access to Medical Records
Patients have certain statutory rights to have access to their records. You are entitled to see reports made by your doctor for a third party (eg insurance or employment medical reports). In addition you have rights of access to your hand-written records made after November 1st 1991. Please ask at reception for further information and the fees charged for the provision of copies of records.
A chaperone is available to patients both for doctors and nurses intimate/sensitive examinations.
Objective of this Procedure
If a patient (or a person acting for or on behalf of them) is not satisfied with the services provided by the practice, whether medical or administrative, we will ensure that:
- That complaints are handled efficiently
- That complaints are fully investigated
- That complainants are treated with respect and courtesy
- That's complainants receive advice and assistance to understand the complaints procedure.
- Where possible the complainant will be given an explanation as to the reasons for the grievance occurring. The complainant will feel that they have been treated fairly and allowed to state their case in full, whether or not the problem can be resolved.
- Complainants receive a timely and appropriate response, are told the outcome of the investigation of their complaint; and what action is taken if necessary in the light of the outcome of a complaint.
How Complaints Can be Made
A complaint can be made orally, in writing or electronically. This can be done:
- Verbally, in person to any member of staff
- Verbally, via the telephone, to any member of staff
- In written form or email to any member of staff
- Direct to the complaints team for the PCT
- Indirectly through other agencies such as East Midlands Independent Complaints Advocacy Service (ICAS) or a Member of Parliament
Responsibilities of the Practice
- All staff will be trained in practice procedures and protocols necessary to understand patient's rights. Staff will be given specific training in managing difficult situations (eg dealing with anxious or aggressive patients).
- All members of the practice team will endeavour to provide a united and supportive service Where any member of the team is made aware of patient dissatisfaction they will make every effort to either resolve the grievance or to refer it to either the Practice Manager or a GP. Wherever possible this referral should be immediate, if this is not possible explain the situation to the patient and offer an appointment or for the Practice Manager to contact them by telephone. The response from the Practice Manager should be within 3 working days, where this is not possible the complaint should be referred to a GP able to respond within 3 working days.
- All instances of complaint will be fed back to any member of the practice team involved to ensure that all relevant information is known. If the complainant is amenable to immediate resolution via meeting between practice staff, the Practice Manager should arrange such a meeting. If not, the Practice Manager should arrange a meeting between the complainant and herself and identify clearly the nature and extent of the complaint.
- The Practice Manager (also Complaints Manager) is responsible for managing the Practice complaints arrangements and will investigate administrative matters. One of the Partners will investigate clinical matters.
- Relevant records of any complaints will be kept by the Practice Manager and reviewed by the GP's. Where there appears to be any repetition of complaint the matter will be followed up either at a suitable practice meeting or staff training session as appropriate.
The Practice has adopted the latest NHS guidance "The NHS Complaints Procedure (2009)" and a copy of this can be provided on request.
Data Protection Act
This practice operates in compliance with 'The Data Protection Act 1998 and The Freedom of Information Act 2000'.
The practice keeps your medical records on computer. Access is strictly limited to the staff at the surgery and the practice is registered under the Data Protection Act. Under the terms of the act you are entitled to know whether we hold personal information about you on the computer.
Violent or Abusive Behaviour - Zero Tolerance
The Practice takes it very seriously if a member of staff or one of the doctors or nursing team is treated in an abusive, aggressive or violent way.
The Practice supports the government's 'Zero Tolerance' campaign for Health Service Staff. This states that GPs and their staff have a right to care for others without fear of being attacked or abused.
The staff understand that ill patients do not always act in a reasonable manner and will take this into consideration when trying to deal with a misunderstanding or complaint.
However, aggressive behaviour, be it violent or abusive, will not be tolerated and may result in you being removed from the Practice list and, in extreme cases, the Police being contacted.
In summary, we will not hesitate to remove patients from our list who:
- are violent or abusive to any Practice member.
- use or condone threatening or violent behaviour.
- cause damage/steal from the Practice's premises/staff/patients.
- obtain drugs and/or medical services fraudulently.
We would ask that you treat all staff courteously and can expect the same from us.