In accordance with the General Data Protection Regulations, Data Protection Act 2018 and Access to Health Records Act, patients may request to see their medical records. To make a request, please complete the Patient Access to Medical Records Request and bring to the practice together with a form of photo ID. No information will be released without the patient consent unless we are legally obliged to do so.

Online Services Records Access Patient Information Leaflet provides some useful information about accessing medical records online.

Further information is also available at

https://www.nhs.uk/using-the-nhs/about-the-nhs/how-to-access-your-health-records/

If you require access to another patient’s medical record for care purposes, please complete the Patient consent to disclose medical information to others form.  Again, we will not approve this request without explicit consent from the patient.

Annual statement on compliance with IPC practice (including cleanliness) for General Practice

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. Further written information is available regarding the complaints procedure from reception or by clicking on this link Complaints leaflet

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

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 in writing to the Practice Manager.

The General Data Protection Regulation (GDPR), became enforceable on the 25th May 2018 is a new guideline for the way organisations protect and manage data.

The new regulations aim to empower people to take control of their own data, provide individuals with new rights regarding their personal data and require organisations to demonstrate that they comply with the new law.

To see how Tudor House Medical Practice complies with GDPR, please click on the below link to read our Privacy Notices and data sharing processes.

• General Data Protection Regulations
• How we use your information
• GDPR Privacy Notice
• GDPR Children Privacy Notice
• PKB Privacy Notice
• COVID19 Privacy Notice

This practice is supporting vital coronavirus (COVID-19) planning and research by sharing your data with NHS Digital.  For more information about this see the General Practice Transparency Notice for GPES Data for Pandemic Planning and Research (COVID-19).

Tudor House Medical 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 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.

In order for the Practice to maintain good relations with their patients the Practice would like to ask all its patients to read and take note of the occasional types of behaviour that would be found unacceptable:

• Any physical violence towards any member of the Primary Health Care
  Team or other patients, such as pushing or shoving
• Using bad language or swearing at Practice staff
• Verbal abuse towards the staff in any form including verbally insulting
  the staff
• Racial abuse and sexual harassment will not be tolerated within this
  practice
• Persistent or unrealistic demands that cause stress to staff will not be
  accepted. Requests will be met wherever possible and explanations
  given when they cannot
• Causing damage/stealing from the Practice’s premises, staff or patients
• Obtaining drugs and/or medical services fraudulently
• We ask you to treat your GPs and their staff courteously at all times

Violence at work

The Practice acknowledges that there may be instances where violence and/or aggression forms part of a patient’s illness. In these circumstances, the issue will be discussed with the patient and form part of their care planning.

This information will be recorded in the patient’s medical record and flagged to ensure that members of staff are aware. In addition, where deemed necessary, appropriate support will be put in place, e.g. staff members do not see the patient alone.

Physical and verbal abuse includes:

• Unreasonable and / or offensive remarks or behaviour / rude gestures /
  innuendoes
• Sexual and racial harassment
• Threatening behaviour (with or without a weapon)
• Actual physical assault (whether or not it results in actual injury) includes
  being pushed or shoved as well as being hit, punched or attacked with a
  weapon, or being intentionally struck with bodily fluids or excrement.
• Attacks on partners, members of staff or the public
• Discrimination of any kind
• Damage to an employee’s or employer’s property

Removal from the Practice list

The removal of patients from our list is an exceptional and rare event and is a last resort in an impaired patient-Practice relationship. We value and respect good patient-doctor relationships based on mutual respect and trust. When trust has irretrievably broken down, the Practice will consider all factors before removing a patient from their list, and communicate to them that it is in the patient’s best interest that they should find a new practice. An exception to this is in the case of immediate removal on the grounds of violence e.g. when the Police are involved.

Removing other members of the household

Because of the possible need to visit patients at home, it may be necessary to terminate responsibility for other members of the family or the entire household to ensure the safety of Practice staff.

The prospect of visiting patients at the residence of a relative who is no longer a patient of the practice, or the risk of being regularly confronted by the removed patient, may make it difficult for the Practice to continue to look after the whole family. This is more likely where the removed patient has been violent or displayed threatening behaviour, and keeping the other family members could put doctors or their staff at risk.