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Practice Policies

Blue_Locked_FolderConfidentiality

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.

pad_and_penSuggestions & Complaints

We welcome suggestions about ways of improving our services to patients; if you would like to put forward a suggestion, please ask at reception for a form.

If you have any complaint or concern regarding the service you have received from the doctors or staff working for this practice, you are entitled to ask for an explanation. Complaints should be addressed to the practice manager, who will ensure all complaints are investigated as thoroughly and as speedily as possible. The practice manager will endeavour to report back to you within two weeks, although in some cases more time may be required. Complaint forms are available at the reception desk.

The practice operates an informal, in-house complaints procedure to deal with any problems. This procedure does not deal with matters of legal liability or compensation. In some cases the in-house procedure will not be an appropriate form of investigation, in which case complaints will be referred to the appropriate authority.

This procedure does not affect your right to make a formal complaint to the Contractor Services Agency or Sunderland Primary Care Trust if you so wish, nor does it affect your right to seek compensation in law.

Please note: 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.

Freedom of Information

The ICO has published a new Model Publication Scheme that all public authorities are required to adopt by 1st January 2009.

Model Publication Scheme - further information

Zero Tolerance

We strongly support the NHS policy on zero tolerance. Anyone attending the surgery who abuses the GPs, staff or other patients be it verbally, physically or in any threatening manner whatsoever, will risk removal from the practice list. In extreme cases we may summon the police to remove offenders from the practice premises.



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