Patient Information and Confidentiality

We recognise that there may be times you wish to discuss sensitive matters. If you are not comfortable at the front desk please say and we will find a private room for this discussion.

The practice uses technology in almost all aspects of its day-to-day activities. The computer is used during consultations as it enables us to keep your records up to date and helps maintain an efficient register of all our patients. It is an invaluable tool in preventative medicine, screening and education. Patients’ records are held on the computer in accordance with the guidelines of the Data Protection Act.

It is important that we keep information about you and your health to ensure that you receive the best possible acre and treatment. We keep this information securely and only share details when there is a genuine need.

Sometimes the law requires us to pass on information: for example notify a birth. The NHS Central Register for England and Wales contains basic personal details of all patients registered with a GP. The register does not contain information about your health.

As a practice we are registered with the Information Commissioners Office, Registration No: Z8714801

In addition to using your information for your care and treatment, it may also be needed for other reasons, such as:

Helping staff to review the care they provide to make sure it is of the highest standard.
Looking after the health of the general public, ie The Health Protection Agency uses anonymous information to continue to protect the health of the population as a whole, ie identify or investigate infectious diseases, hazardous chemicals, notifiable diseases (eg Food poisoning, measles and tuberculosis).

The sharing of some types of very sensitive personal information is strictly controlled by law. Anyone who receives information from us is also under a legal duty to keep it confidential.

Social Services, the Benefits Agency and other may require medical reports on you from time to time. Failure to cooperate with these agencies can lead to patients’ loss of benefit or other support. However, if you have not given your
signed consent we will not normally disclose information about you.

You have the right to request access to your health records.

If you wish to see your notes there are 3 steps:

Step 1 – Speak to the Practice Manager who will explain the procedure.
Step 2 – View your records. A private room will be made available for you.
Step 3 – Opportunity to speak with your doctor to discuss any queries you may have.

A charge of 35p per sheet will be made for any photocopies / computer printouts requested.

Consent

Consent to treatment is the principle that a person must give their permission before they receive any type of medical treatment.

For consent to be valid, it must be voluntary and informed, and the person consenting must have the capacity to make the decision. Consent can be written, verbal or implied.

Privacy Notice

Please click here to read our Practice Privacy Notice

Freedom of Information Act 2000

The freedom of Information Act aims to promote a culture of accountability amongst public authorities by providing people with rights of access to the information held by them. Norton Canes Surgery complies with this act.

Patient Choice

We do our best to accommodate your rights as a patient to express a preference, however, there may be occasions where this is operationally difficult. If a referral is required to another healthcare provider, we will aim to offer you a choice through the Choose and Book system.

Complaints and Suggestions

Comments or suggestion on any aspects of the practice will be received with interest.

If you wish to make a complaint about the service received at the practice please put it in writing to Clare Banner, Practice Manager.

If you wish to complain on behalf of a patient please ensure we have written consent from the patient concerned.

Responsibilities of the Patient

Keep your appointments and arrive on time – if you are unable to keep an appointment please let us know as soon as possible so it can be offered to someone else.
Value the team – We value our team and we are trained and committed to providing the best possible care. Whilst we appreciate that emotions sometimes run high, we do ask that you treat the team with respect and courtesy. We are here to help and it is not acceptable to verbally or physically abuse members of the team. Any patients who do continue to behave in this manner will be removed from the practice list.
Keep personal details up to date – please ensure that you let us know of any changes to your address or telephone numbers.

Zero Tolerance

We operate a zero tolerance policy. This covers any abuse or bad behaviour towards its staff, doctors or other patients. This could be physical, verbal or online.

GPs and staff have a right to care for others without fear of being attacked, abused or treated badly in any way. To provide our services a mutual respect between staff and patients has to be in place.

We will not tolerate aggressive behaviour, be it physical, verbal or online. This behaviour may result in your removal from the practice list. In extreme cases, we will contact the Police.

Below are some the types of behaviour we see that are not acceptable:

Using bad language, shouting or raising of voices at practice staff.
Any physical violence towards any member of our team or other patients.
Verbal abuse towards staff or patients in any form including shouting.
We will never tolerate intolerant language, discrimination or sexual harassment.
We will not accept repeated or unrealistic demands that cause stress to staff. We will meet requests wherever possible and explanations given when they cannot.
Trying bully or manipulate a staff member to get something.
Causing damage to, stealing or not returning practice equipment from the practice’s premises, staff or patients.
Obtaining drugs and/or medical services fraudulently.

Proxy Access

If you are managing the health of another, you can apply for proxy access. This provides access to the person’s online account for:

book and view appointments
order medication
access to medical records

Contact the surgery to request proxy access.

Proxy access on behalf of children

People with parental responsibility for children have rights to access their children’s records. This is in most cases. Not all parents have parental responsibility. Proxy access for parent and guardian to a child’s record is a practice-level decision.

Proxy access on behalf of another adult

A person must be registered for online access at the practice where the patient they are acting for is registered. Proxy is the recommended alternative to sharing login details.