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Hartshill Medical CentreAshwell RoadHartshillStoke-on-Trent, ST4 6ATTel: 0300 123 1893
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:
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.
We offer a practice complaints procedure to deal with comments, suggestions and complaints about the services we provide. If you feel you wish to make a comment/complaint, please ask the receptionist for a complaints form. Alternatively, you may speak to the Practice Manager who will give you further information.
Our aim is to give you the highest standard of service and we try to deal swiftly with any problems that may occur.
We always try to give you the best services possible, but there may be times when you feel this has not happened. Our practice Procedure is not able to deal with questions of legal liability or compensation. We hope you will use it to allow us to look into and, if necessary, put right any problems you have identified or mistakes that have been made.
If you use this procedure it will not affect your right to complain to the NHS Commissioning Support Services if you so wish. The appropriate contact address is printed below. 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 that patient in person.
If you wish to make a complaint, please phone or write to our practice manager. She will take full details of your complaint and decide how best to undertake the investigation. Alternatively, you may ask the receptionist for a complaint form which should be completed and returned marked for the Attention of the Practice Manager.
We think it is important to deal with complaints swiftly so you will receive an acknowledgement of your complaint within 7 days. Once the investigation has taken place, you will be contacted again regarding the findings. Occasionally, if we have to make a lot of enquiries, it may take a little longer, but we will keep you informed.
Following this, should you wish to discuss further with the Practice Manager, this can be arranged. You may bring a friend or relative with you to the meeting. We will try to address your concerns fully, provide you with an explanation and discuss any action that may be needed. We hope that at the end of the meeting, you will feel satisfied that we have dealt with the matter thoroughly. However, if this is not possible and you wish to continue with your complaint, we will direct you to the appropriate authorities who will be able to help you.
PO Box 16738
If you require help in making a complaint, please contact the Independant NHS Complaints Advocacy Service - POhWER. A free independant support for people wanting to take a complaint through the NHS complaints procedure.
If you are unhappy with the way the NHS handled your complaint, you can ask the
Parliamentary and Health Service Ombudsmman to consider it further.
Textphone: 0300 061 4298
We are an established teaching practice involved in Postgraduate Training for GP Registrars and Undergraduate Teaching for Medical Students.
We are also involved in the teaching of undergraduate medical students in the practice. Patients may be asked if they are willing to see a student initially. The student will see patients independently however a GP will join the consultation to ensure the correct history has been taken, examinations carried out and the care plan for the patient discussed. This is a very important part of the student's training. We hope you are able to help however if you feel you would rather not see a student, an appointment will be made with a GP.
Occasionally we may ask for your consent for your consultation to be videotaped. The request will be in writing and you are under no obligation to consent. The videos will be used for teaching only and will only be seen by your doctor and the registrar or student.
Our Practice Nurses are Mentors for the training of New Smear Takers and may have other nurses under supervision at your appointment.
Hartshill Medical Centre is regularly visitied by independent doctors to ensure that standards remain high for teaching purposes. We hope you will welcome our Registrars and Students.
We at Hartshill Medical Centre will not tolerate aggressive or rude behaviour towards any member of our practice team or any visitor to the practice.
If it comes to our attention that a staff member /visitor has been subjected to such behaviour by a patient, that patient will either be immediately removed from the practice list or alternatively may receive a written warning and any recurrence of such behaviour would result in them being removed from the practice list.
Written notification of why such action has been taken will be provided.
HARTSHILL MEDICAL CENTRE
FREEDOM OF INFORMATION POLICY
The following policy sets out the approach to the Freedom of Information (FoI) Act by this practice.
How do I access my health records?
Under the Data Protection Act 1998, you have a legal right to access your health records. If you want to see your health records, an application form is available at reception. When completed, this should be handed to reception. You will then be contacted to arrange a suitable date & time to visit the surgery and view your records. You don't have to give a reason for wanting to see your records
As well as having a copy of your health records, the surgery will also have a summary of any hospital tests, or treatment, that you have had. Any hospitals where you have had treatment, or tests, will also hold records
To see your hospital health records, you will have to contact the Hospital Trust where you were seen/received treatment
Under the Data Protection Act 1998 (Fees and Miscellaneous Provisions) Regulations 2001 the maximum fee that can be charged for providing copies of health records is £10 for computer records and £50 for copies of manual records or a mixture of manual and computer records.
Power of attorney
Your health records are confidential, and members of your family are not allowed to see them unless you give them written permission, or they have power of attorney
A lasting power of attorney is a legal document that allows you to appoint someone to make decisions for you, should you become incapable of making decisions yourself
The person you appoint is known as your attorney. An attorney can make decisions about your finances, property, and welfare. It is very important that you trust the person you appoint so that they do not abuse their responsibility. A legal power of attorney must be registered with the Office of the Public Guardian before it can be used
Chaperone Policy June 2020
Call Recording Policy
How we use your information