MEDICAL RECORDS/CONFIDENTIALITY

If you are a newly registered patient, your medical records will automatically be forwarded to us electronically or manually from your previous practice.

Your doctor and other health professionals caring for you keep records about your health and any treatment and care you receive from the National Health Service.  These help to ensure that you receive the best possible care from us.  Records may be written down or held on computer*.

Your medical records are accessible to GPs and other members of the primary health care team. These are the practice nurses, district nurses, the health visitor and the community midwife. Receptionists may need to access your notes on occasions to retrieve information. Occasionally someone from outside the practice may need to access patient records for purposes such as audit. These people are all required to sign a confidentiality agreement.

It is sometimes necessary to pass on information to the Health Authority about treatment you have received here such as vaccination and minor operations.  Medical details may be used in clinical audit. However, the information used is made anonymous. Medical audit is a method by which we measure the standard of care we are giving and maintain standards.

We never share information with non-NHS bodies (such as insurance companies) without written permission from the patient concerned. Unless there are exceptional circumstances, information about a patient will never be faxed but always posted.

This practice communicates with patients in various ways depending upon the urgency of the information.  Most communications contain non-sensitive information by asking the patient to contact the practice.  Patients should be aware that letters sent in the post display a return address thereby identifying the source of the communication.

*Please see separate patient leaflet regarding 'Your Information' and what you need to know.

ACCESSING AND AMENDING YOUR MEDICAL RECORDS

It is possible to view your records. There is a fee payable for viewing records written before November 1991 or if it is more than 40 days after they were written. In exceptional circumstances you may be able to amend an entry in your record. NB: records can only be viewed in the presence of a GP.

FREEDOM OF INFORMATION - PUBLICATION SCHEME

The Freedom of Information Act 2000 obliges the practice to produce a Publication Scheme. A Publication Scheme is a guide to the 'classes' of information the practice intends to routinely make available.  

Comments & Complaints

There is a suggestions box in the waiting area for suggestions, ideas or comments. We always try to provide the best service possible but there may be times when you feel this is not the case.  Wherever possible you should try to speak to someone as soon as the event occurs.  This may be your doctor, the receptionist or the practice manager.   In many cases it should be possible to sort out the problem straight away.

A copy of our feedback form can be downloaded here: Feedback Form

You do not have to write down your complaint.  You can just speak to or telephone a member of staff.  If you do make a written complaint it will not be filed in your records.  Written complaints should be addressed to the doctor or practice manager.  Please note and respect our duty of confidentiality to patients. A patient's consent will be necessary if the complaint is not made by the patient in person. 

Complaints are logged, given a unique reference number and an investigation is carried out.  We aim to respond to complaints within 10 working days.  An appointment to discuss the details of your complaint may be offered to you; a friend or relative may accompany you to the appointment. 

We will endeavour to address your concerns, provide you with an explanation and discuss any action that may be needed. A complaint brochure is available on request.

We are not able to deal with questions of legal liability or compensation. This procedure does not affect your right to complain to NHS Coventry on 024 7624 6125. The Patient Advice and Liaison Service based at Coventry PCT on 024 7655 2225 provides confidential advice and support.

 If you remain dissatisfied with the response of your complaint, you have the right to ask the Parliamentary and Health Service Ombudsman to review your case. You can contact them by writing to: - The Health Service Ombudsman for England, Millbank Tower, Millbank, London, SW1P 4QP or telephoning on: 0845 105 4033.

Patient Responsibility

To assist us to give you the best health care possible and ensure that our practice runs smoothly, please comply with the following guidelines:

• Please treat all practice staff with courtesy and respect
• Only ask for appointments on the same day if your problem is urgent
• Please treat our premises and equipment with respect
• Please let us know as soon as you change any of the following:
  - Name
  - Address
  - Telephone number
• Let us know as soon as possible if you are unable to keep your appointment
• Telephone after 12 noon if enquiring about test results, x-rays or routine matters
• Park cars appropriately in the designated spaces in the car park
• When the car park is full please find parking elsewhere - access is required at all times for ambulances
• No eating or drinking is allowed in the waiting area
• Please keep mobile telephones switched off during your visit to the practice

Violence and Abuse

This practice operates a 'zero tolerance' policy towards any patient who is violent or abusive towards any member of staff. any patient involved in acts of violence or aggression towards staff, premises or equipment will be removed from the practice list and reported to the police.