Practice Policies

Confidentiality & Medical Records

Locked blue folderThe 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.

Freedom of Information

Information about the General Practitioners and the practice required for 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 Access to Health Records Act, patients may request a copy of 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 without the patient consent unless we are legally obliged to do so.

Complaints

Customer service formWe make every effort to give the best service possible to everyone who attends our practice.

However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.

To pursue a complaint please contact the practice manager who will deal with your concerns appropriately. Further written information is available regarding the complaints procedure from reception.

 How to complain

We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be sorted out this way and you wish to make a complaint, we would like you to let us know as soon as possible – ideally within a matter of days or at most a few weeks – because this will enable us to establish what happened more easily. If it is not possible to do that, please let us have details of your complaint:

-    within 6 months of the incident that caused the problem or

-    within 6 months of discovering that you have a problem

provided this is within 12 months of the incident.

Complaint should be addressed to the Practice Manager. Alternatively, you may ask to speak with the Practice Manager in order to discuss your concerns. They will make sure that your concerns are dealt with promptly. It would be very helpful if you are as specific as possible about your complaint.

What we will do

We will acknowledge and investigate your complaint. In investigating your complaint, we will aim to:

-          Find out what happened and what may have gone wrong.

-          Enable you to discuss the problem with those concerned, if you would like this.

-          Ensure you receive an explanation and an apology where this is appropriate.

-          Identify what we can do to make sure the problem does not happen again.

Complaining on behalf of someone else

Please note that we keep strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, we have to know that you have their permission to do so. A note signed by the person concerned will be needed, unless they are incapable (through ill health) of providing this.

Complaining to the Health Board

We hope that if you have a problem you will make use of our practice complaints procedure as we believe this will give us the best chance of putting right whatever has gone wrong and will give us an opportunity to improve our practice or procedures and ensure that your complaint is resolved satisfactorily.

This does not affect your right to approach the Health Board, if you feel you cannot raise your complaint with us or you are dissatisfied with the result of our investigation.

You can contact the Health Board at:

NHS Lothian Complaints Team

2nd Floor Waverly Gate

2-4 Waterloo Place

EDINBURGH EH1 3E

Complaints Procedure

Patient Information Leaflet - Practice Complaints Procedure

(Updated March 2015)

 Practice Complaints Procedure

 At Wester Hailes Medical Practice we aim to provide our patients with a high standard of medical care. We do however accept that on occasion we may get it wrong. If you have a complaint or concern about the service you have received from the Doctors or any of the Staff working in the practice please let us know. We operate a Practice complaints procedure as part of an NHS system for dealing with complaints. Our complaints system meets national guidelines.

 How to complain

We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be sorted out this way and you wish to make a complaint, we would like you to let us know as soon as possible – ideally within a matter of days or at most a few weeks – because this will enable us to establish what happened more easily. If it is not possible to do that, please let us have details of your complaint:

-    within 6 months of the incident that caused the problem or

-    within 6 months of discovering that you have a problem

provided this is within 12 months of the incident.

Complaint should be addressed to the Practice Manager or any of the Doctors. Alternatively, you may ask to speak with the Practice Manager in order to discuss your concerns. She will explain the complaints procedure to you and will make sure that your concerns are dealt with promptly. It would be very helpful if you are as specific as possible about your complaint.

What we will do

 We will acknowledge your complaint within 2 working days and aim to have looked into your complaint within 10 working days of the day that you raised it with us. We should then be in a position to give you an explanation, or offer a meeting with those involved. In investigating your complaint, we will aim to:

-          Find out what happened and what may have gone wrong.

-          Enable you to discuss the problem with those concerned, if you would like this.

-          Ensure you receive an explanation and an apology where this is appropriate.

-          Identify what we can do to make sure the problem does not happen again.

Complaining on behalf of someone else

Please note that we keep strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, we have to know that you have their permission to do so. A note signed by the person concerned will be needed, unless they are incapable (through ill health) of providing this.

Complaining to the Health Board

We hope that if you have a problem you will make use of our practice complaints procedure as we believe this will give us the best chance of putting right whatever has gone wrong and will give us an opportunity to improve our practice or procedures and ensure that your complaint is resolved satisfactorily.

This does not affect your right to approach the Health Board, if you feel you cannot raise your complaint with us or you are dissatisfied with the result of our investigation.

 You can contact the Health Board at:

 NHS Lothian Complaints Team

2nd Floor Waverly Gate

2-4 Waterloo Place

EDINBURGH EH1 3EG

Violence Policy

The NHS operate a zero tolerance policy with regard to violence and abuse and the practice has the right to remove aggressive patients from the list with immediate effect in order to safeguard practice staff, patients and other persons. Violence in this context includes actual or threatened physical violence or verbal abuse which leads to fear for a person’s safety. In this situation we will notify the patient in writing of their removal from the list and record in the patient’s medical records the fact of the removal and the circumstances leading to it.



NHS ScotlandThis site is brought to you by My Surgery Website