Confidentiality
We ask you for personal information so that you can receive appropriate care and treatment. This information is recorded on our computer and we are registered under the Data Protection Act. The practice will ensure that patient confidentiality is maintained at all times by all members of the practice team. However, for the effective functioning of a multi-disciplinary team it is sometimes necessary that medical information about you is shared between members of the team.
Why Does The NHS Collect Information About You?
Your doctor and the team of health professionals caring for you keep records about your health and any treatment or care you receive from the NHS. This information will either be written down (manual records) or held on computer (electronic records). These records are then used to guide and manage the care you receive.
You may also be receiving care from organisations outside the NHS (like Social Services). If so, we may need to share some information about you so that everyone involved in your care can work together for your benefit. Whenever this is necessary, your information will be handled in the strictest of confidence and will be subject to the principles of confidentiality.
Comments & Suggestions
We are happy to accept and consider comments and suggestions from our patients. Please present your views in writing at reception or use our suggestion box. Suggestion forms can be collected and returned to the main reception.
Complaints Procedure
We always try to provide the best service possible, but there may be times when you feel that this has not happened. The following information explains our in-house complaints procedure, drawn up to respond to patient grievances. Our practice procedure is not able to deal with questions or legal liability or compensation. We hope you will use it to allow us to look into and, if necessary, correct any problems that you have identified, or mistakes that have been made. If you use this procedure it will not affect your right to complain to the Health Service Authority. Please note that we have to respect our duty of confidentiality to patients and a patient’s consent will be necessary if a complaint is not made by the patient in person. If you wish to make a complaint, please telephone or write to our practice manager. Full details will be taken and a decision made on how best to undertake the investigation.
We believe that it is important to deal with complaints swiftly, so you will be offered an appointment for a meeting to discuss the details within two days. Occasionally, it may take longer, but we will keep you informed throughout. You may bring a friend or relative with you to the meeting. We will try to address your concerns, provide you with an explanation and discuss any action that may be needed.
Zero Tolerance
The practice supports the NHS policy of zero tolerance with regard to violence or abuse to the doctors, staff or others on the practice premises or other locations where treatment may take place. Persons abusing this policy may be reported to the police and removed from the practice list.
Access To Patient Information
Patients’ access to personal data. If for any reason you feel that you need to see your notes you must make an appointment with reception. There will be a charge for this activity.
You cannot request anything via the practice website – but we do have a website – at present view access only.
www.crumlinmedicalcentre.gpsurgery.net
Freedom Of Information
The Freedom of Information Act 2000, obliges the practice to produce a Publication Scheme. A Publication Scheme is a guide to the “classes” of information the practice intends to make routinely available.
This scheme is available from reception.
PCT Details And Contacts
Caerphilly Local Health Board
Unit 1, Newbridge Gateway, Bridge Street, Newbridge NP11 5GH
Tel: 01495 214200
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