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Practice Policies

Confidentiality and Data Protection.

Medical confidentiality is the cornerstone of trust between doctor and patient and we keep records secure and confidential. All members of the practice team are bound by strict rules of confidentiality. The practice is registered under the Data Protection Act and will not divulge any patient information to anyone without the patient’s express written consent.

For your direct care either from the practice or within the NHS hospital service we imply your consent to pass on relevant clinical information to other professional staff involved in your direct care. Only when there is a legal basis for the transfer of data, we may pass limited and relevant information to other NHS organisations to improve the efficient management of the NHS or to aid medical research.

If you would require any release of the details you need to sign a consent form and a nominal fee will be charged for the release of the documents.

If you wish to object to the use of your data for these “secondary” uses please speak to our Practice Manager – Mrs. Clare Joseph

Freedom of Information
The practice complies with the Freedom of Information Act 2000 and we are obliged to produce a Publication Scheme – this is a guide to the ‘class’ of information the practice intends to routinely make available. A copy of the scheme is available upon request.
 
Patient Responsibilities - Help Us to Help You
 
If you change your name, address or telephone/mobile numbers please inform the surgery to up-date your details by completing a form at reception.  It is important that we are able to contact you. Please also inform us if you are the carer for someone to ensure is has been documented in the notes.
 
We also have access to ‘Language Line’ translation service to ease communication when there are severe language difficulties.
 
The surgery operates the NHS zero tolerance policy and we deal with all the patients with courtesy and respect. In situations in which the staff or the doctors feel threatened then a patient can be removed from the surgery list under the zero tolerance policy. 
 

Complaints Procedure and Code of Practice for Patient Complaints

We want all our patients to be pleased with the service they receive, so we take complaints seriously.  If a patient makes a complaint, we will deal with it promptly and courteously. Our aim is to resolve the matter as quickly as possible following the agreed procedure and, wherever possible, to the satisfaction of the patient.
 
A complaint may indicate a failing on our part, which we can learn from and make improvements to our service. We will adopt a ‘no blame’ approach when investigating a complaint and especially where individuals are identified, with the aim of reach a satisfactory conclusion. We will, at all times, be polite and respectful to our patients.
 
Practice procedure
 
  1. The Practice Complaints Manager - Clare Joseph is responsible for dealing with all complaints about our service.
  2. If a patient makes a complaint in person or by telephone, the member of staff receiving the complaint makes an initial record of their concerns and checks this for accuracy with the patient. The patient is given a copy of the record and the original is passed to the Complaints Manager. If the Complaints Manager is available, the patient is asked whether they would like to see her immediately. Otherwise the patient is advised when the Complaints Manager will make contact to arrange a meeting in person or by telephone.
  3. If the patient complains in writing or by e-mail, the complaint will be passed immediately to the Complaints Manager.
  4. Complaints about clinical care or the amount charged for treatment will be referred to the dentist concerned, unless the patient requests otherwise.
  5. All complaints are acknowledged in writing as soon as possible but within two working days .A copy of this code of practice will be sent with the acknowledgement. If the patient has not yet discussed the matter with the Complaints Manager, they will be offered the opportunity to do so and also be asked how they would like to be kept informed of developments – by letter, e-mail, telephone or face-to-face meetings. The patient will also be advised of the process we will follow in resolving the complaint and the anticipated timescale.
  6. We will investigate the complaint speedily and efficiently and, as far a reasonably practicable, will keep the patient informed of our progress. Investigations will normally be completed within 4 weeks.
  7. On completion of our investigation, we will provide the patient with a full written report, which will include
  • an explanation of how the compliant has been considered
  • the conclusions reached in respect of each specific part of the complaint
  • details of any necessary remedial action and
  • whether the practice is satisfied with any action it has already taken or will be taking as a result of the complaint.
  1. Proper and comprehensive records will kept of any complaint received as well as any actions taken to improve services as a consequence of a complaint.
  2. If a patient is not satisfied with the result, then the complaint may be referred to:
  •  The Public Services Ombudsman for Wales, 1 Ffordd yr Hen Gae, Pencoed CF35 5LJ telephone: 0845 601 0987.
  • The General Medical Complaints Service, The Lansdowne Building, 2 Lansdowne Road, Croydon, Greater London CR9 2ER, 08456 120 540 or www.dentalcomplaints.org.uk 
  • The General Medical Council, 37 Wimpole Street, London, W1M 8DQ the GP's registration body.
  • Time limits - It is important that you make your complaint as soon as possible after the problem arises. We usually will only investigate complaints that are either:
  • Made within 6 months of the event;
  • Made within 6 months of you realising that you have something to complain about, as long as that is no more than 12 months after the event.


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