Practice Policies

Rights and Responsibilities of Patients

We promise to treat everyone as an individual, with no discrimination. We plan care which emphasises the patient’s individual needs and dignity. Advice, support and information will be available in order to help our patients make the right choices.

We ask you for personal information so that you can receive appropriate care and treatment. This information is recorded on computer and we are registered under the Data Protection Act. The practice will ensure that patient confidentiality is maintained at all times by all members of the practice team. However, for the effective functioning of a multi-disciplinary team it is sometimes necessary that medical information about you is shared between members of the team. Please note we cannot release any information to spouses or partners without patient consent.

Equally, our patients have responsibilities towards our staff; we operate a zero tolerance policy towards any violent or abusive behaviour, physical or verbal and any person behaving in such a manner will be removed from the practice list.

Confidentiality & Medical Records

Locked blue folderThe 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.

Access to Information and Data Protection

Information given to the surgery by patients may be recorded. This may need to be shared with other organisations in order to provide you with best patient care. The information may also be used in an anonymised fashion to support clinical audit and other work to monitor the quality of care provided.

Patients have the right to object to information they provide in confidence being disclosed to a third party in a form that identifies them, even if this is someone who might provide essential healthcare.

Patients have the right to see their medical records; where copies of records are requested, a fee may be charged.

Freedom of Information

The Orchard Surgery conforms to the requirements of the Freedom of Information Act 2000.

A publication scheme has been produced in accordance with the Act, a copy of which can be obtained by writing to the Practice Manager.

Zero Tolerance Policy

The Practice takes it very seriously if a member of staff is treated in an abusive or violent way.

 The Practice supports the government's 'Zero Tolerance' campaign for Health Service Staff. This states that GPs and their staff have a right to care for others without fear of being attacked or abused. To successfully provide these services a mutual respect between all the staff and patients has to be in place.

 Our Practice staff aim to be polite, helpful, and sensitive to all patients’ individual needs and circumstances. They would respectfully remind patients that very often staff could be confronted with a multitude of varying and sometimes difficult tasks and situations, all at the same time.  The staff understand that ill patients do not always act in a reasonable manner and will take this into consideration when trying to deal with a misunderstanding or complaint.

 However, aggressive behaviour, be it violent or abusive, will not be tolerated and may result in you being removed from the Practice list and, in extreme cases, the Police being contacted.


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