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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 Practioners 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 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 without the patient consent unless we are legally obliged to do so.

Code of Conduct

It is the aim of the Primary Care Organisation and all Practices to provide a safe and pleasant environment in which patients and visitors may receive healthcare and staff may carry out their work.

To assist in providing this, all persons accessing the services of the practice are expected to observe the Practice Code of Conduct.

The Code of Conduct states:

Persons attending the practice whether in person or by telephone should behave in a manner that respects the rights of others and the practice environment

The following behaviour falls outside the Code of Conduct and is therefore considered to be unacceptable.

Excessive noise which is obtrusive to others in the vicinity

Use of threatening/abusive/obscene language

Offensive remarks of a racial, sexual or personally derogatory nature

Damage to property

Theft

Spitting

Threatening/aggressive gestures and/or actions

Inappropriate behaviour involving alcohol/substance misuse

Any person acting in an unacceptable manner will be asked by a member of staff to stop behaving in such a way and to observe the Practice Code of Conduct.

If a person repeatedly fails to observe the Code of Conduct, the Primary Care Organisation will make alternative arrangements for the patient concerned to receive his/her healthcare. The Primary Care Organisation will advise these arrangements to the patient in writing.

Violent behaviour is never tolerated and will result in police prosecution of the aggressor and the direct and immediate removal of the patient concerned from the practice list.

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 HERE or from reception.

Violent or Abusive Patients

The Practice reserves the right to withdraw a patient from our medical list of patients if they behave unreasonably towards Doctors, Nursing Staff, Reception and Administration staff or members of the public within the practice premises.

Violence, aggression or abusive behaviour towards any member of the practice team or other persons on the practice premises will not be tolerated. The NHS operates a zero tolerance policy with regard to violence and abuse, and the practice has the right to remove violent, aggressive and abusive patients from its list of patients with immediate effect in order to safeguard practice staff, patients and other persons. Unacceptable behaviour includes (but is not restricted to) aggression, disorder, intimidation, threats and bullying, and applies to behaviour within The Harbours Medical Practice both at Cockenzie and in Longniddry, during home visits, as part of phone calls, emails and on social media for example - facebook, twitter, LinkedIn, Wikipedia, all other social networking sites and all other internet postings including blogs. In cases where violent, aggressive or abusive behaviour is deemed to be illegal, the practice will refer the matter to the Police in addition to taking action to remove the offending patient from its list. Where a patient behaves in this manner immediate withdrawal from the Doctors list will be carried out.

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