Patient Confidentiality

We respect your right to privacy and keep all your health information confidential and secure.  It is important that the NHS keeps accurate and up-to-date records about your health and treatment so those treating you can give you the best possible advice and care.
 
This information is only available to those involved in your care (which includes all practice staff), and you should never be asked for personal medical information by anyone not involved in your care.  You have a right to know what information we hold about you. The rights of access by living people to their health records whether computerised or manual are as set out in the Data Protection Act 1998 and its regulations. Formal applications for access must be in writing and accompanied by the appropriate fee.  If you wish to access your records, application forms with details of fees are available from reception.

Grievances

King Edward Road Surgery aims to give a friendly and professional service to all our patients.  We hope that you will appreciate our service and may even wish to encourage our team when they give exemplary care.  However, we recognise we are not perfect, and welcome constructive comment as to how we may improve our systems within contractual limitations.

We hope that you might tell us of any concern that does not require a formal complaint.  But if you feel you need to, you may speak to any member of our team, or if you prefer write to the practice manager.  Our manager will be willing to see you if available, and is responsible for handling all complaints.  We take your concerns very seriously as we wish no one to be dissatisfied and they provide an opportunity to review systems and procedures and make changes where appropriate.  A leaflet is available detailing the complaints procedure from the display in the entrance lobby, and a complain form is available from reception or online.

Patient Complaint Brochure         Patient Complaint Form

Mutual Respect

We aim to treat our patients courteously at all times and expect our patients to treat our staff in a similarly respectful way.  The NHS and this practice operate a policy of Zero Tolerance of any threatening, abusive or violent behaviour against any partner, member of staff or any person on the practice premises.  If a patient is violent or abusive, they will be warned to stop their behaviour.  In the event of further difficulty we will exercise our right to take action to have them removed, immediately if necessary, from our list of patients.

GP Training

GP Registrars, Foundation Doctors, Medical students and Nursing students work at the practice from time to time. We hope that you will co-operate with us and help the students to learn about general practice.

However, you will be informed of their presence in advance; if you do not wish them to be present at a consultation, this will be respected. Your treatment will not in any way be affected by your decision.