Confidentiality & 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.
Access to Records
In accordance GDPR patients may request to see or have copies of their medical records. The easiest way to do this is to sign up to 'Patient Access' where you will be able to see a summary of your medical records and then print this off. You can then request copies of any letters you may require although most hospitals will copy a patient into communication. Requests to view your paper medical records, or if you do not have access to an electronic device to view patient access on, should be made through the group practice manager.
If a person wishes to view their health records this would come under the subject access request (SARS).
You are entitled to receive a response within 30 days after your application is received .
We do endeavour to ensure that all patients receive the best possible service and care, however, if you have a comment or concern about the service you have received from the doctors or staff, please direct your complaint to the Practice Manager, preferably using our Sandhurst Group Practice Complaints Procedure. The complaint form can be downloaded from our website or a hard copy can be collected from reception. Should you wish to discuss any matters on a one to one basis, this is also acceptable, and patients should again contact the Practice Manager directly to discuss this option.
The Practice operates an in house complaints procedure where we do attempt to resolve issues in a professional and quick manner. There will be at no time any detriment to your treatment and there will be no form of penalty because you have complained.
Equally compliments are always appreciated, and if you feel a particular member of staff deserves a special ‘thank you’ for whatever reason, please do write and let us know.
Letters of compliment should be addressed to the Practice Manager. Your letter will always be acknowledged, and the staff concerned will always receive a copy of your letter.
Zero Tolerance 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.
Accessible Information Policy
We at Sandhurst wish to ensure that we communicate effectively with all our patients. Please advise us if you have any special communication needs through a disability, impairment or sensory loss and we will do our best to support you.
A Translator can be booked to accompany you to any appointments with SGP if required. Please ask the receptionist or clinician when booking your appointment.
If you have an unpaid carer of are a carer please let us know so we may records these details
A full list of all our Practice Policies are available on request. Please enquire though the E-consult process or in surgery.