Confidentiality & Medical Records
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 that those treating you can give you the best possible advice and care.
This information is only available to those involved in your care 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. If you would like to see your records, please ask a member of staff who will give you the details of the procedure and charges that will be incurred.
We aim to treat our patients courteously at all times and expect our patients to treat our staff in a similarly respectful way. We operate a zero tolerance policy and take seriously any threatening, abusive or violent behaviour against any of our staff or patients. If a patient is violent or abusive they will be warned to stop their behaviour. If they persist, we may exercise our right to take action to have them removed, immediately if necessary, from our list of patients
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.
The practice aims to give a friendly and professional service to all our patients. However, if you have any concerns about any aspect of our service, please let us know. Speak to whomever you feel most comfortable with, all our reception staff are aware of the practice complaints procedure and will be happy to help with you. In the majority of cases, concerns can be resolved quite easily.
The practice manager is responsible for dealing with any complaints. A member of the reception team can make arrangements for you to meet with her or you can put your complaint in writing. Please address your complaint to Sue Cullen, The Surgery, Station Lane, Seaton Carew, Hartlepool. TS25 1AX.
However, if you feel we have not dealt with the issues you have raised as you would wish, you can write to Healthwatch Hartlepool at Hartlepool Voluntary Development Agency Limited , Rockhaven, 36 Victoria Road, Hartlepool, Tel: 01429 262641
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. They can also be contacted on 0345 015 4033.
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.