CONFIDENTIALITY

All consultations within the practice are made in the strictest confidence. This applies whatever the age of the patient. All the staff of Hilary Cottage Surgery are bound by a confidentiality agreement.

COMPUTERS

The practice holds personal data on the practice computer system in order to manage the medical care of our patients. Repeat prescriptions and letters with advice on health checks and treatment are generated from its data. We ask that you acknowledge invitations when you receive them. The practice also takes part in medical audits. Therefore, medical records will be accessed for audit in order that clinical standards are maintained.

Confidentiality is a vital consideration and is preserved under the Data Protection Act; we are registered under the Act. You may request a copy of the data held about you on our computer system and this will be provided. A fee will be payable.

SUMMARY CARE RECORD

The Electronic Patient Record is being developed and eventually there will be centralized national electronic records.  Further information can be found here. It is possible to ‘opt out’ at http://www.connectingforhealth.nhs.uk/newsroom/news-stories/scroptout

FREEDOM OF INFORMATION PUBLICATION

CHAPERONES All patients are entitled to ask for a chaperone to be present during intimate examinations.

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We will:

• Ensure our patients have 24-hour access to medical advice.
• Aim for you to have access to a suitably qualified medical professional within 48 hours of your initial contact during surgery hours, or in an urgent case, the same day.
• Work in partnership with you to achieve the best medical care possible.
• Involve you and listen to your opinions and views in all aspects of your medical care.
• The prevention of disease, illness and injury is a primary concern.

• Let us know if you intend to cancel an appointment or are running late.
• Treat staff with courtesy and respect. Reception staff may have to ask some personal questions to assist us in providing you with the best service
• Inform the practice staff of any alterations in your circumstances, such as change of surname, address or telephone number. Please ensure that we have your correct telephone number, even if it’s ex-directory.

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.

Simply ask to speak to the Practice Manager, Mrs Diane Piatek, and she will set all the necessary wheels in motion. Further written information is available on the complaints procedure from Reception. We are continually striving to improve our service. Any helpful suggestions would be much appreciated.

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Violence Statement

The practice considers aggressive behaviour to be any personal, abusive and/or aggressive comments, cursing and/or swearing, physical contact and/or aggressive gestures.

The practice will request the removal of any patient from the practice list who is aggressive or abusive towards a doctor, member of staff, other patient, or who damages property.

All instances of actual physical abuse on any doctor or member of staff, by a patient or their relatives will be reported to the police as an assault.