Practice Policies

Confidentiality & Medical Records

The practice complies with GDPR, 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 Practitioners 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 Management Team.

The Practice aims to be fair and equitable and to recognise diversity in all its contacts with patients and staff.

Patients of the Practice comprise of people from a wide range of backgrounds and circumstances. The Practice is committed to eliminating discrimination on the basis of

  • Gender
  • Age
  • Disability
  • Race
  • Religion
  • Sexuality
  • Cultural and linguistic background.

We aim to provide services in a way that respects the needs of each individual and does not exclude anyone.

Equality; is about ensuring that access to opportunities are available to all by taking account of people’s differing needs and capabilities. Equality is not about treating everyone the same.

Diversity; is about recognising and valuing differences through inclusion, regardless of age, disability, gender, racial origin, religion, belief, sexual orientation, values and opinions.

Please contact a member of the management team at the practice if you have any query in relation to Equality & Diversity.

Access to Records

In accordance with the GDPR, 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 Management Team 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.

For more information view guidance from HSCIC.

 

Chaperone Policy

Taunton Vale Healthcare 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. This 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 appointment so 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 occasionally it may be necessary to reschedule 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 Management Team.

Complaints

Customer service form. 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 Management Team who will deal with your concerns appropriately.

View our Complaints Procedure Leaflet or collect one from Reception.

Violence Policy

The NHS operate a zero tolerance policy with regard to violence and abuse 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.