Practice Policies

 

Statement of Purpose

To deliver the best possible medical care to the population of Enfield and beyond, in a clean, safe and suitably equipped premises. To deliver high quality healthcare safely in a flexible and innovative way to meet patient choice and reflect demands of the changing population.

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

If you have any complaint or concern about the service that you have received from the doctors or staff working for this practice you are entitled to ask for an explanation. We operate an in-house complaints procedure as part of the NHS Practice Complaints procedure for dealing with complaints. Our complaints system meets national criteria. We hope most problems can be resolved easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be resolved in this way and you wish to make a complaint, please inform us as soon as possible – ideally within a matter of days or at most a few weeks – as this will enable us to deal with the circumstances more easily. 

What we shall do

We aim to acknowledge your complaint within 5 working days and aim to have looked into your complaint within 21 working days of the date when you raised it with us. We shall then be in a position to offer you an explanation after investigating. 

Step 1-You can either make the complaint to us or to NHS England

If you are dissatisfied with our service you can either speak to the Practice Manager who will then try and resolve the matter asap or you can write to us. If not you can write to NHS England-Not both.

You can contact them by email england.contactus@nhs.net or by post to NHS England, PO Box 16738, Redditch  B97 9PT

or by phone on 0300 311 2233

Step 2-Health Service Ombudsman

We endeavour to resolve all your concerns through local resolution process, but if you feel we have not done so to your satisfaction, you could take your complaint to the Health Service Ombudsman at www.ombudsman.org.uk/make-a-complaint or on 0345 015 4033.This should be done within six months of our response.

 Contact can also be made with the Ombudsman by Email:

phso.enquiries@ombudsman.org.uk 
or by Fax: 0300 061 4000

If you would prefer to write, the address is:

The Parliamentary and Health Service Ombudsman
Millbank Tower Millbank London SW1P 4QP

www.ombudsman.org.uk (this link will open in a new window - popups must be allowed).

 

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.



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