The Reception Area
Your information is always treated in the strictest confidence. Should you have a problem that you do not wish to discuss at the reception desk please ask to talk to the receptionist in private.
Protecting Your Information
The NHS is dedicated to protecting your information. Everyone working for the NHS has a responsibility and a legal duty to protect your information, so that information is not disclosed to unauthorised bodies or people.
Information is recorded, either on paper or in computer files. However, it is all treated with the same strictly controlled confidential care.
We need to be able to move electronic information from system to system, extracting the data and modifying it for the next system. Tests will need to be made periodically on the data to check that it has been transferred correctly. This is done under secure and carefully controlled conditions.
Your information may be shared with other healthcare professionals to ensure continuity of care. Sharing some types of very sensitive information is strictly controlled by law, and anyone who receives information from us is also bound by the same legislation. If you are receiving care from another NHS body or others such as Social Services, it may be necessary to share a limited amount of information with them so that we can work together for your benefit. If you do not wish your data to be shared in this way, please notify reception or your GP. We recommend you discuss your decision with your GP beforehand.
Access To Medical Records
Patients have the right to access their medical records; if you wish to view your medical notes please contact reception and an appointment will be made for this information to be made available to you. There is a charge of £10 to access your medical records and an additional fee for copies of records. We will need to have proof of your identify before sharing any information. Please note that we are unable to share any copies of your medical record via an unsecure telephone number or email address without a signed consent form and seeing proof of your identity first.
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 levels to help the Primary Care Trust 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.
In this Practice we operate a practice complaints procedure as part of the NHS system for dealing with complaints. Our Office Manager, Helen Allman-Williams or our Practice Manager, Atiya Alam-Jones will be happy to deal with any problems you may have with any of our services.
We also welcome feedback (good and bad) that may contribute to the development of our services.
Help Us To Help You
- Telephone lines and the Medical Centre may be busy when you call, please be patient
- If you are unable to keep the appointment that you have made please telephone and let us know so that someone else can be seen
- If you are unhappy with any aspect of the service you receive from any member of the Medical Centre team, please ask to talk to the Office Manager or Practice Manager. They will discuss your concerns with you and explain the complaints procedure. Your feedback is always valued whether it is good or bad
- Please treat the doctors, nurses and reception staff with the same standards of courtesy and respect that you would expect to receive. We will not tolerate rudeness or abuse of any kind
You will be treated with respect and as a partner in your care. Being a partner means you have responsibilities too.
- Ensure our patients have 24-hour access to medical advice
- Aim for you to have access to a suitably qualified medical professional within 48 hours of your initial contact during surgery hours, or in an urgent case, the same day
- Work in partnership with you to achieve the best medical care possible.
- Involve you and listen to your opinions and views in all aspects of your medical care
- The prevention of disease, illness and injury is a primary concern
The medical staff will advise and inform you of the steps you can take to promote good health and a healthy lifestyle. We would respectfully ask that you:
- Let us know if you intend to cancel an appointment or are running late
- Treat staff with courtesy and respect. Reception staff may have to ask some personal questions to assist us in providing you with the best service
- Inform the practice staff of any alterations in your circumstances, such as change of surname, address or telephone number. Please ensure that we have your correct telephone number, even if it’s ex-directory
As patients, you are responsible for your own health and that of any dependents. It is important that you adhere to information and advice given to you by health professionals, and co-operate with the practice in endeavouring to keep you healthy.
Did Not Attend Appointment Policy
Patients who fail to attend their appointments and do not inform the practice incur significant cost to the practice and to other patients in terms of lost appointments. The practice is committed to providing appointments to meet the needs of patients but cannot replace appointments lost due to failure to attend. If you know you cannot make an appointment, please ensure you contact the practice so it can be given to another patient.
Compliments, Complaints and Comments
The Elms Medical Practice is always looking for ways to improve the services it offers to patients and to do this effectively the Practice needs to know what you think about the services you receive. If you have a complaint about the service you receive from any member of staff working in the Practice, please let us know. The Practice operates a Complaints Procedure as part of the NHS system for dealing with complaints. Our system meets national criteria. Please click on the link below to our Practice Leaflet which gives more information on Compliments, Complaints & Comments:
Compliments, Complaints & Comments Leaflet
For the safety and benefit of patients and staff alike, we operate a zero tolerance policy towards abusive, aggressive and violent behaviour. In such cases a patient may be asked to leave the premises without being treated. Where there is violent behaviour from either a patient, or someone accompanying them, it is our policy to call the police.
In some circumstances, when behaviour is consistently unacceptable we may find it necessary to remove patients from our practice list.