Confidentiality

We will respect our patients' privacy and confidentiality at all times. Confidentially is of paramount importance within the practice.

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.

Access to Information

You have the right to see your own records under the Freedom of Information Act. We require a written request in the first instance and to make an appointment with a doctor to discuss your request. Please note we have the right to withhold any information that could be harmful to you or relates to another person.

Comments & Complaints

We always try to provide the best service possible, but there may be times when you feel this has not happened. Wherever possible, we ask that you voice your concerns at the time, so that a resolution may be sought immediately. However, if you feel the need to raise a complaint please contact Julie Chilton by appointment or in writing.

The Health Service Ombudsman

The Health Service Ombudsman has published a booklet that describes the ‘six principles for remedy’ in relation to complaints handling and involves:

1. Getting it right
2. Being customer focused
3. Being open and accountable
4. Acting fairly and proportionately
5. Putting things right
6. Seeking continuous improvements

If you remain unhappy after everything has been done to try to resolve your concern or complaint you have the right to approach the Ombudsman.
Tel: 0345 015 4033
Email: phso.enquiries@ombudsman.org.uk
Write: Millbank Tower, Millbank, London SW1P 4QP.

Training & Research

Ridgacre Medical Centres are training practices.

You may occasionally be asked if you are happy for students to be present. We actively participate in research. If anything to do with our research involves you personally, you will be contacted to see if you are willing to consent.

Rights & Responsibilities of the Patient

We aim to provide our patients with the best standard of care within the resources available to us and to deal quickly and efficiently with any problems that may arise. Patients will be treated with respect at all times in a confidential manner. In order to assist us in this we require that you take full responsibility to ensure that you keep medical appointments.

If you are unable to keep your appointment, please notify the surgery so that we can offer the appointment to another patient.

Violent and Abusive Behaviour

The NHS operates a Zero Tolerance Policy with regard to violence and abusive behaviour. Aggressive behaviour of any type towards other patients, doctors or staff will result in immediate removal from the practice list in order to safeguard practice staff and others. In some cases the police may be informed.