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Practice Policies

General Data Protection Regulation ("GDPR")

The GDPR requires practices to process data fairly and in a transparent manner which is easily accessible and easy to understand.  This means that practices must provide information to patients about how the practice processes patient data in the form of a 'privacy notice'. 

GDPR Patient Poster

What is GDPR - Patient Information Sheet

Maynard Court Surgery Privacy Notice

Patient Consent Form - to release medical information to a third party

Information Governance Policy

Accountable Named GP for all Patients of Maynard Court and Nazeing Valley Surgery

In line with our contractual requirements for all GPs in the NHS.  All of our patients are allocated a named and accountable GP. Patients can still see any GP at our surgery they wish to. Sometimes this is subject to availability. If you would like to know who your named GP is then please contact reception.

Chaperones

All patients are entitled to have a chaperone present for any consultation.  Please request this at the time of booking or speak to G.P

Patient Privacy

We have a room available, should you wish to speak privately to a member of staff.  Please ask at reception.

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.

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.

Complaints Procedure

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 a NHS system for dealing with complaints.  Our complaints system meets national criteria.

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 in 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 12 months of the incident that caused the problem
  • Within 6 months of discovering that you have a problem, provided this is within 12 months of the incident.

WHAT WE SHALL DO

We shall acknowledge your complaint within three working days and aim to have looked into your complaint within ten working days of the date when you raised it with us.  We shall then be in a position to offer you an explanation, or a meeting with the people involved.  When we look into your complaint, we shall aim to:

  • Find out what happened and what went wrong
  • Make it possible for you to discuss the problem with those concerned, if you would like this.
  • Make sure you receive an apology where this is appropriate.
  • Identify what we can do to make sure the problem does not happen again.

 If you wish to make a formal complaint, please contact our Practice Manager on 01992 761387.  Or ask at reception for our complaints pack.

Alternatively, if you do not wish to complain directly to the practice you can complain to West Essex PCT and request that the PCT investigate your complaint. Please write to them at:

 

Making Experiences Count Team

NHS West Essex, Building 1, Spencer Close

St. Margaret’s Hospital

The Plain, Epping, Essex, CM16 6TN

Telephone: 01992 566122

 

If you remain dissatisfied with the response to your complaint, you have the right to ask the Health Service Ombudsman to review your case.  This should be done within two months of receipt of the final written response to your complaint.  The Health Service Ombudsman is an independent body established to promote improvements in healthcare through the assessment of the performance of those who provide services. You can contact the Health Service Ombudsman on 0345 015 4033 or write to them at:

The Parliamentary and Health Service Ombudsman

Millbank Tower, Millbank, London, SW1P  4QP

http://www.ombudsman.org.uk

 

 

Violence Policy

The NHS operate a zero tolerance policy with regard to violence and abuse and the practice has the right to remove violent patients from the list with immediate effect in order to safeguard practice staff, patients and other persons. At no time will any violent, threatening, intimidating and abusive behaviour be tolerated in this practice.  If you do not respect the rights of our staff we may choose to remove offending patients from our practice list.

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.



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