Practice Polices & Service Information

This section lists some of the most important Practice Policies and supporting service information. It is not practical to list all of the Practice policies on this website but please speak to our Practice Manager if you require details of our other policies.


Access to Patient Information

Everyone working in the NHS has a legal duty to maintain the highest level of confidentiality about patient information. Your medical history is/will be recorded on the practice computer system and in paper records, these records are accessed by authorised users only. For further information about who has access to patient information please see the confidentiality information guide which is available from reception.

Carers

It is helpful to know if you have a Carer (someone who takes on an unpaid caring role) or if you are a Carer for someone else. We have an established Carer's policy and a Carer's information pack available from Reception.

Chaperones

This organisation is committed to providing a safe, comfortable environment where patients and staff can be confident that best practice is being followed at all times and the safety of everyone is of paramount importance.

All patients are entitled to have a chaperone present for any consultation, examination or procedure where they feel one is required. The chaperone may be a family member or friend. On occasions you may prefer a formal chaperone to be present i.e. a trained member of staff.

Wherever possible we would ask you to make this request at the time of booking your appointment so that arrangements can be made and your appointment is not delayed in any way. Where this is not possible, we will endeavour to provide a formal chaperone at the time of request. However, it may be necessary to re-schedule your appointment.

Your healthcare professional may also require a chaperone to be present for certain consultations in accordance with our Chaperone Policy.

If you would like to see a copy of our Chaperone Policy or have any questions or comments regarding this, please contact the Practice Manager. 

Problems or Complaints

We always try to provide the best service, but there may be times when you feel this has not happened or things could have been handled better. We hope you will allow us to look into and, if necessary, correct any problems that you have identified. If you have any complaints, please contact the Practice Manager in person or in writing.

A leaflet explaining our in house complaints procedure is available at reception.

If your complaint cannot be resolved locally with the practice manager, you can contact NHS England using the details below:

NHS England
PO Box 16738
Redditch
B97 9PT

Tel: 0300 311 22 33
Email: england.contactus@remove-this.nhs.net

Patient Charter

The doctors and staff are committed to providing a high quality medical service to our patients, and to treat all patients and visitors with respect and courtesy. We will endeavour to provide you with or direct you to such diagnostic, therapeutic and preventative services as will ensure the best outcome for your problems within the constraints of what is possible, reasonable and practicable.

We ask that patients and their families treat us with respect and courtesy. The health centre has a policy of removing any patient from our list who is verbally or physically abusive towards staff or other patients.

Patients Responsibilities

All patients are responsible for keeping their appointments and updating the practice if they change their name, address and telephone number etc.

Practice Computer Systems

We keep medical details of all our patients on our computer and in the traditional medical record envelopes. The computer helps us with the administration and in the important area of preventive medicine. You may be asked to complete a Patient Health Questionnaire to help keep our records up to date.

Information held on the computer is accessible only to staff with the necessary passwords. It is entirely confidential and we comply with the requirements of the DATA PROTECTION ACT.

If you wish to see your case notes please make an appointment with the Practice Manager who will arrange a convenient time. There will be a small charge for this service.

Freedom of Information Act

Information available from The Elgin Clinic under the Freedom of Information Act model publication scheme can be obtained from our Practice Manager.

Zero Tolerance to Violence Policy

All practices, in line with government guidelines, have a 'Zero Tolerance to Violence' policy. This means that any violent or abusive behaviour or perceived threatening behaviour, whether verbal or otherwise to staff or members of the public on practice premises will not be tolerated. We can refuse to provide a service, report the incident to the Police and request that the patient and their family be removed from their Practice list.