Practice Policies & Patient Information
Accessing your patient record online
Online access to GP health records for patients has been available since October 31, 2023. Practices are now contractually obligated to provide online records access for all patients aged 16 and over. This access includes details such as medications, test results, and records of appointments with clinicians. If you’re registered with a GP surgery and aged 16 or over, you can view your GP health record online using the NHS App or by logging into your account on the NHS website. Keep in mind that you may only see information added recently, and if you need to view older information, you’ll need to ask your GP surgery to make it available online
- allergies
- drug sensitivities
- repeat medication (current and past)
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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 who will deal with your concerns appropriately. However, on some occasions, and dependent on the nature of your complaint, you may be requested to put your concerns in writing. This is to ensure if the Practice needs to seek further advice from specialist agencies, there is no misunderstanding in what has been reported and helps both you and the Practice to address the matter in an accurate and timely manner. Further written information is available regarding the complaints procedure from reception.
Confidentiality & Medical Records
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.
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.
General Data Protection Regulations (GDPR)
To Access the Practice GDPR Policy and what it mean to you, please click on the link below:
Our Data Protection Officer (DPO) can be contacted via the details below
Head of Information Governance MLCSU
Heron House, 120 Grove Road, Fenton, Stoke-on-Trent, ST4 4LX
Tel 01782 872648
Email mlcsu.dpo@nhs.net
Summary Care Record
There is a new Central NHS Computer System called the Summary Care Record (SCR). It is an electronic record which contains information about the medicines you take, allergies you suffer from and any bad reactions to medicines you have had.
Why do I need a Summary Care Record?
Storing information in one place makes it easier for healthcare staff to treat you in an emergency, or when your GP practice is closed.
This information could make a difference to how a doctor decides to care for you, for example which medicines they choose to prescribe for you.
Who can see it?
Only healthcare staff involved in your care can see your Summary Care Record.
How do I know if I have one?
Over half of the population of England now have a Summary Care Record. You can find out whether Summary Care Records have come to your area by looking at our interactive map or by asking your GP
Do I have to have one?
No, it is not compulsory. If you choose to opt out of the scheme, then you will need to complete a form and bring it along to the surgery. You can use the form at the foot of this page.
More Information
For further information visit the NHS Care records website
Violence Policy
The NHS operate a zero tolerance policy with regard to violence and abuse whether this be verbal or physical and the practice has the right to remove violent patients from the list with immediate effect in order to safeguard practice staff, patients and other persons. Violence in this context includes actual or threatened physical violence or verbal abuse which leads to fear for a person’s safety. In this situation we will notify the patient in writing of their removal from the list and record in the patient’s medical records the fact of the removal and the circumstances leading to it.