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Practice Policies

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.

Information held about your may be used to protect the health of the public and to help us manage the NHS. Information may be used for clinical audit to monitor the quality of the service provided and design new services that fit our local patients health needs. Your information may be used by NHS commissioned services, this data will contain no identifiable information. NHS Portsmouth Clinical Commissioning Group will only ever use information that has been anonymised and all identifying information removed.

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.

TV Licensing

Please be aware that Portsdown Group Practice premises are not covered by a TV Licence. Patients must be responsible for their own personal TV licence to download or watch any BBC programs on iPlayer – live, catch up or on demand.

Complaints

Customer service formWe 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.

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.

Zero Tolerance

Our practice staff are here to help you. Our aim is to be polite and as helpful as possible to all our patients and we ask that you treat them with patience and respect.
If you consider that you have been treated unfairly or inappropriately, please ask the reception staff to contact the Resource Manager, who will be happy to address your concerns.

However, any form of abuse, whether verbal and/or physical directed at Practice Staff or other surgery users will not be tolerated under any circumstances.
Patients who are abusive will be asked to leave the premises and may be removed from our practice list.

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