Zero Tolerance Policy (updated May 2022)
The Practice supports the government’s ‘Zero Tolerance’ campaign for Health Service Staff. This states that GPs and their staff have a right to care for others without fear of being attacked or abused. To successfully provide these services a mutual respect between all the staff and patients has to be in place.
We aim to treat our patients in a courteous and respectful manner at all times and in turn expect our patients to behave in a similar way. We take seriously any threatening, abusive or violent behaviour against any member of staff, administrative or clinical.
In order for the practice to maintain good relations with their patients the practice would like to ask all its patients to read and take note of the types of behaviour that would be found unacceptable:
- Using bad language or swearing at practice staff
- Any physical violence towards any member of the Primary Health Care Team or other patients, such as pushing or shoving
- Verbal abuse towards the staff in any form including verbally insulting the staff
- Obtaining drugs and/or medical services fraudulently
- Persistent or unrealistic demands that cause stress to staff will not be accepted. Requests will be met wherever possible and explanations given when the request has been refused.
- Racial abuse and sexual harassment will not be tolerated within this practice
- Causing damage/stealing from the Practice’s premises, staff or patients
Removal from the practice list
Any form of aggressive behaviour will not be tolerated and will result in you receiving a written warning from the Practice and, in more serious circumstances, you may be immediately removed from the Practice List. When trust has irretrievably broken down, it is in the patient’s interest, just as much as that of the Practice, that they should register with a new practice.
Any form of violent behaviour will result in immediate removal from the Practice List with no appeal process and may involve police being contacted.
We ask you to treat your GPs and their staff courteously at all times.
Social Media
The use of Social Media to make derogatory comments about either our services or individual staff members will not be tolerated and may result in immediate removal from our Practice List. We regularly monitor all posts on social media and would encourage any patient to screen shot and/or inform us of any such negative post.
We would encourage patients to use our complaints procedure to raise and address genuine concerns. This is the only avenue which allows for timely investigation, response and change where appropriate.
Clinical Practice Research Datalink CPRD & CSD
We work with the above two Clinical Practice Research not-for-profit government organisations making anonymised primary care data available for approved medical research projects in working toward improving and safeguarding public health.
If you would like further information please see the following leaflet.
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 the practice manager.
Accessing Medical or Health and Social Care Records
In accordance with GDPR, Data Protection Act 1998 and Access to Health Records Act, patients may request to see their medical records. Such requests should be made in writing 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
Chaperones
If you wish a chaperone to be present during your examination please do not hesitate to ask the doctor. Please click the following link to read our Chaperone Policy:
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 the practice manager who will deal with your concerns appropriately. Further written information is available regarding the complaints procedure from reception. You can also click the link below to view our Complaints Procedure Page on this website, where you will find the further details.