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Practice Policies

Complaints

We always try to provide the best services possible, but there may be times when you feel this has not happened. The following information explains our in-house complaints procedure, Please note that we have to respect our duty of confidentiality to patients and a patient’s consent will be necessary if a complaint is not made by the patient in person.  

If you wish to make a complaint, please speak to the Practice Manager or Lead Receptionist. Alternatively put it in writing to the Practice Manager, detailing your complaint, to

Mrs Trina Randall

Gun Lane Medical Centre

Gun Lane

Strood, Rochester

Kent

ME2 4UW

 

You will receive a letter acknowledging receipt of the complaint. We will then be able to investigate the issues and respond accordingly within 14 days, or you may be asked to attend a meeting to discuss the complaint. If this process is delayed for reasons beyond our control i.e annual leave, you will be notified.

Please note that we have to respect our duty of confidentiality to patients and a patients consent will be necessary if a complaint is not made by the patient in person.  

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.

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.

Zero Tolerance.

We strongly support the NHS policy on zero tolerance. Anyone attending the practice who abuses the GPs, staff or other patients be it verbally, physically or in any threatening manner whatsoever, will risk removal from the practice list. In extreme cases we may summon the police to remove offenders from the practice premises.

This practice operates a ZERO TOLERANCE approach towards violence and abuse of staff and property.

 

The following are examples of behaviour which are not acceptable:

 

  • Violence towards staff, patients or visitors
  • Threats or threatening behaviour
  • Excessive noise, eg loud or intrusive conversation, or shouting
  • Racist or sexist behaviour or language
  • Malicious allegations relating to members of staff, patients or visitors
  • Abusing alcohol or drugs on the premises
  • Drug dealing
  • Willful damage to surgery property
  • Theft

 New patients registering will be asked to sign a zero tolerance form.

By registering at this practice, you agree to behave appropriately and understand that by performing any of the above you will be removed from the practice list, and details of the incident will be passed on to the Kent Primary Care Agency.



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