The Practice has a duty to protect a patient’s confidentiality and as such has a strict policy to protect this. Failure to comply with this policy is considered to be “gross misconduct” and therefore a dismissible offence.
It must be remembered that at the present time a patient’s medical record belongs to the Health Authority and NOT to the patient. However, a patient’s request for information is usually made for a reason. This practice has a policy of openness and health professionals are encouraged to allow patients to access their health records on an informal basis in order to allay any underlying concerns and to offer the opportunity of early resolution. A summary of the formal rights of access to a patient’s records are shown below. Full details of these rights may be obtained on request from the practice.
The rights of access to a living patient’s paper based on electronic records are set out in the Data Protection Act 1998. With certain exceptions (full details held at this practice) these are confined to the patient either upon written request and the payment of a fee or upon the written request of the patient’s representative (usually Solicitor or Insurance Company), together with the written consent of the patient and the payment of a fee.
The rights of access to a deceased’s patient’s paper based or electronic records are set out in the Access to Health Records Act 1990 and with certain exceptions and conditions (full details held at this practice) are confined to the patient’s personal representative, executor or any dependant who may have a claim arising out of the patient’s death.
REFUSAL TO DISCLOSE
In some circumstances a Doctor may refuse to disclose ALL OR PART of a patient’s health record. Full details of the reasons for refusal are held at this practice.
RECORDS BY POST
Information about a patient’s records is never sent by fax or e-mail. All copied records are sent to a named individual in confidence. The practice will retain all original documentation. If you have any queries regarding patient records please contact Mrs Anne Prior on 01628 666326
FREEDOM OF INFORMATION ACT 2000
This practice is a public body for the purposes of the above Act. As such information about the practice is available to members of the public upon written application (subject to certain exemptions). Details of our “Publication Scheme” is available at the practice. If you have any queries about this matter please contact the Practice Manager.
VIOLENT OR ABUSIVE BEHAVIOUR
This practice supports the policy of “Zero Tolerance”. As such it is the policy of this practice to immediately seek the removal from our list of any patient who uses violent or abusive behaviour.
Violent or Abusive behaviour is defined as follows:
- When a patient · Is physically violent or threatening towards a doctor, any practice staff or other patients whilst on the practice premises.
- Causes physical damage to practice property or other patient’s property.
- Gives verbal abuse or makes threats towards the doctor, any practice staff or other patients
- Gives racist abuse, orally or physically
- Is violent or uses or condones threatening behaviour to doctors or some other member of the primary care team (District Nurses, Health Visitors or Midwife) whilst visiting the patient’s home. Such behaviour may involve the patient, a relative or other household member.
Procedure for removal
Any patient engaging in any of the above whilst at the surgery will be asked to leave the premises immediately. The circumstances of any violent or abusive behaviour will be reviewed by the Practice Manager and Senior Partner. The Police will be informed if appropriate and the practice WILL support proceedings if deemed necessary. The Primary Care Trust will be informed. Written confirmation of the removal from the practice list will be sent to the patient.
If you feel dissatisfied with the services provided at Burnham Health Centre you are advised, in the first instance, to contact either:
- Roger Herbert, The Practice Manager OR
- Dr Tanvir Jamil, Senior Partner
Complaints can be made verbally or in writing.
Each complaint will be fully investigated at the earliest opportunity. Our aim is to complete the initial investigation within 5 working days. We will then contact the complainant to discuss our findings.
On occasion, a full investigation may take a little longer. If this is the case the complainant will be informed.
We feel that the vast majority of problems can be dealt with to our patients’ satisfaction in an informal manner. If this is not the case all matters will be referred to the Senior Partner.
If you feel you need to take the matter further after exhausting the procedures at Burnham Health Centre you may contact The Patient Advice and Liaison Service (PALS) on 0800 328 5640 or through Chiltern Clinical Commisioning Group (01494 606606). A written record of all complaints will be kept at this practice and details passed to the Primary Care Trust on request.