Confidentiality and Medical Records
The practice complies with the 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 social services. 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 anonymised information about you to be used in such a way, please let us know.
Reception and administration staff require access to your medical records to enable them to do their jobs. These members of staff are bound by the same rules of confidentiality and Caldicott principles as the medical staff.
Freedom of Information
Information about the General Practitioners and the practice required for the 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 the 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 with the patient's consent unless we are legally obliged to do so. A request form is available from our reception team.
We hope that most problems can be sorted out easily and quickly, often at the time they arise and directly with the person concerned. If a problem cannot be resolved in this way and you wish to make a complaint, we would ask our patients to let us know as soon as possible - ideally within a matter of days or at most a few weeks - this will enable the practice to establish what happened more easily. If it is not possible to do this, patients are advised to let us have details of their complaint:
· Within 12 months of the incident that is the cause of the problem; or
· Within 12 months of discovering that you have a problem
How to complain
If you wish to make a complaint, please request a Complaints Procedure Leaflet from a member of our team. This document contains information regarding our complaints procedure and how we respond to patients complaints. It also advises what a patient can do or further action to take if a patient feels their complaint has not been resolved by the practice. A complaints form template is also available to help you note down the details of your complaint or concern.
Complaining on behalf of someone else
Please note that we keep strictly to the rules of patient medical confidentiality. If you wish to make a complaint on behalf of someone else, we have to be assured that the complainant has the patient’s permission to do so. A note signed by the patient concerned will be needed, unless they are incapable (because of illness) of providing this. The complaints form template provides a section for the patient to provide their consent in such a case.
Complaints should be addressed to: The Practice Business Manager - Mrs Samantha Clark
Alternatively, a patient may ask for an appointment with the practice manager in order to discuss their concerns. The practice manager will explain the complaints procedure to them and will make sure their concerns are dealt with promptly. It will be a great help if patients are as specific as possible about any complaint.
Our Commitment to Patients
We shall acknowledge the complaint within three working days and aim to have looked into the complaint within the time scale agreed with the patient. The time taken to investigate the complaint will depend on its complexity and the number of people involved.
We shall then be in a position to offer the patient an explanation, or a meeting if that is more appropriate. When we look into a complaint, we aim to:
· Find out what happened and what should have happened.
· Make it possible for the patient to discuss the problem with those concerned if this is their wish.
· Ensure the complaint is resolved to the patient’s satisfaction.
· Make sure the patient receives an apology, where this is appropriate.
· Identify what needs to be done to ensure the problem does not arise again.
Our Principles are
· To get it right
· To be patient focussed
· To be open and accountable
· To act fairly and proportionately
· To put things right
· To seek continuous improvement
If you wish to make a complaint and would prefer not to deal directly with the Practice, complaints can also be registered with NHS England via the Complaints Manager at:
PO Box 16738
0300 311 2233
In the unlikely event of unsuccessful resolution, patients can also refer to The Parliamentary and Health Service Ombudsman. All records will have to be provided to the Ombudsman to assist with the resolution of the complaint:
http://www.ombudsman.org.uk/ 03450154033 or firstname.lastname@example.org or
The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London, SW1P 4QP
Patients' Rights and Responsibilities
Bottisham Medical Practice undertakes to meet standards of patient care as set out in the policy, and in return asks patients to contribute to ensuring that the healthcare they receive is of the highest quality and that Bottisham Medical Practice staff, other patients and members of the public on Bottisham Medical Practice premises are treated with respect.
As a patient of Bottisham Medical Practice you have a right to:
· The right to see a doctor of the same gender whenever possible if requested.
· The right to a chaperone when an examination or procedure is required.
· To make decisions about your plan of care before and during treatment, when medically possible.
· To refuse a recommended treatment to the extent permitted by law, and to be informed of the medical consequences of your refusal.
· Receive a second opinion concerning the proposed procedure, if requested
· To be able to make health care decisions in advance. If you provide us with a copy of your advance directive, we will respect your wishes to the extent permitted by law and Bottisham Medical Practice policy.
· Decline or withdraw from at any time, any research study you are asked to participate in related to your illness. Your refusal to participate will not affect your medical care.
· Receive information related to the Data Protection Act (1998) and have records pertaining to your medical care treated as confidential.
· Assistance from a patient representative (e.g. Patient Advice and Liaison Service or
Independent Complaints Advocacy Service) in resolving complaints or grievances regarding your treatment, and to request a review if your concern is not resolved to your satisfaction.
As a patient of Bottisham Medical Practice you can expect:
· Care which is provided in a safe setting, by competent and committed staff
· Considerate, respectful, and compassionate care regardless of your age, race, gender, religion, national origin, sexual orientation, or physical or mental disability.
· To be addressed by your proper name or by a name that is preferable to you
· To be told the names of the doctors, nurses, and other health team members directly involved in your care.
· Coordination of sign language or foreign language interpretation services, if you need them.
· Information about your diagnosis, treatment, any expected results and the planned course of treatment, including an explanation about procedures.
· Information on the risks, benefits, and alternatives of your treatment.
· Convenient and professional transfer to another facility when medically necessary
As a patient, you and /or your representative are expected to:
· Provide all necessary personal information including your full name, address, home telephone, number and date of birth.
· Provide complete and accurate information about your health.
· Ask questions when you do not understand what your doctor or other member of your health care team tell you about your diagnosis or treatment, and work with them on your care plan.
· Inform your doctor if you anticipate problems in following prescribed treatment, or if you are considering alternative therapies.
· Ask your doctor or nurse what to expect regarding treatment, and work with them to develop a management plan where appropriate. You should tell your doctor or nurse about any worries you have about planned treatment.
· Respect your doctors’ right to have a chaperone present for examination or procedure if it is considered appropriate.
· Treat staff, other patients, and visitors with courtesy and respect.
· Abide by the facilities rules and regulations.
· Be on time for your appointments, and notify us as soon as possible if you cannot keep your appointments.
· Be considerate of noise levels, privacy, and safety. Weapons are prohibited on premises.
· Comply with policies to ensure the rights and comfort of all patients.
· Comply with the NO SMOKING policy.
AAA HC Standards: Quality of care provided, chapter 4, section D1-16,Rights of Patients, Chapter 1, section A-1
Department of Health: Independent Health Care, National Minimal Standards and Regulations (2002) (Standards C2.1, 2.9)
Department of Health: Standards for Better Health (2004) (updated April 2006)
NMC Guidance: Practitioner / Client relationships and the prevention of abuse (2002)
NMC Professional Code of Conduct (2009)