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Practice Policies

Confidentiality and medical records

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 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 our Freedom of Information team at hnf-tr.foi@nhs.net.

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 our Medical Records Department at HNF-TR.S-A-R@nhs.net 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.

Rights and responsibilities

We provide high quality health services designed around patient need.

You can help us by

Arriving promptly for your appointment

Cancelling any appointment you do not need so that someone else can take your place

Acting in a polite and non-abusive manner

Ordering your repeat prescriptions in plenty of time

Switching off mobile phones while on the premises

Providing us with any change of address, telephone number or name (if you are registering with or are registered with us) so that our records are kept up to date.

Appointments 

You have the right to be seen in a timed, routine appointment subject to availability of demand (excluding urgent appointments). We will always see patients with an urgent, appropriate primary medical need but we are not an accident and emergency center and you may be required to attend at hospital in these instances. If we cannot offer a routine appointment on the day of request will try to arrange one within 7 days. We may not be able to guarantee you will be seen at the time of your appointment. The clinicians may have been delayed by the needs of other patients – including emergency visits – and other factors outside our control. We will try to let you know of any delays as we become aware of them.

You have the responsibility to attend on time or to let us know in advance if you cannot attend or no longer need an appointment so we can offer that opportunity to another patient. We have a robust ‘missed appointment’ (DNA) protocol and may be obliged to de-register patients who fail to keep their appointments. You can read the protocol in full on our website – or request a copy from reception.

Feedback 

You have the right to give us your opinion whether that be a compliment or a complaint on our provision of service. We strive to offer our patients a service which is timely, appropriate and delivers – and it’s great when patients give us positive feedback when we do deliver.  We also recognise that sometimes you may feel let down. You can make your comments in person or in writing or by telephone – or you can use the feedback form on our website.

Complaints

We 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 our Complaints Service on 303930 or by email at HNF-TR.complaints@nhs.net.

You have the responsibility  in event of a complaint, to make this timely, clearly and in an open and honest manner.

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. 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.

Removal of registered patients

Having informed the individual patient and discussed the circumstances, we would intend to remove the patient from our list if they:

  • Were now living outside of the Practice area 
  • Experienced irretrievable breakdown of the doctor-patient relationship
  • Exhibited violent or threatening behaviour to any practice staff
  • Exhibited rudeness to any Practice staff
  • Persistently did not attend without cancelling booked appointments

We will not remove patients from our list because of:

  • Costly treatment
  • Patients suffering from any particular clinical condition
  • Their age



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