Confidentiality

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:

• 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.

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Freedom of Information

The ICO has published a new Model Publication Scheme that all public authorities are required to adopt.

Model Publication Scheme - further information

Comments & Complaints

We make every effort to give the best service possible to everyone who attends our practice.

However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.

To pursue a complaint please contact the practice manager and he will deal with your concerns appropriately. Further written information is available on the complaints procedure from reception.

We are continually striving to improve our service. Any helpful suggestions would be much appreciated and a suggestion box is located in the waiting area.

Ombudsman Services

The Parliamentary and Health Service Ombudsman website contains detailed information on raising a complaint about any aspect of the NHS in England. There is also a leaflet explaining the procedure of bringing a complaint to the ombudsman.

Trainee/Work experience: 

Patient Responsibilities & Obligations

We aim to maintain a high standard of care but with over 9000 patients registered at the practice it is necessary for all patients to work with us.

You should always notify the surgery should you need to cancel or rearrange your appointment as soon as you are aware you cannot attend to allow re-booking for our other patients.

If a doctor or nurse has asked you to return for another appointment or to be reviewed it is important that you make a new appointment and remember to attend.

Remember an appointment is for one person only.

Wherever possible patients are expected to attend the surgery and turn up for their appointment.

Genuine housebound and seriously ill patients have a right to a home visit when necessary.

We expect patients to extend to staff the same courtesy that is given to them.

Violence and Aggression

The Partners at Boultham Park Medical Practice re-affirm their commitment to do everything possible to protect staff, patients and visitors from unacceptable behaviour and their zero tolerance of any incident that causes hurt, alarm damage or distress.

Appropriate action will be taken by the practice which may involve removal from the practice list and/or involvement of the police.