Trescobeas Surgery, Trescobeas Road, Falmouth, TR11 2UN
Telephone: 01326 315615
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Mylor Surgery, Lemon HIll, Mylor Bridge, TR11 5ND | Telephone: 01326 315615
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:
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.
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 manager.
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.
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.
Introduction: The NHS has recently updated its policy, known as the Zero Tolerance Policy, to cover issues around abuse of staff and doctors by patients and other users of the NHS. The partners have a duty under employment law to protect staff from all forms of abuse. We also have a duty to other patients to ensure a fair and even service to all our registered patients. We must ensure safety at all times, and have developed these policies to be secure and even-handed in our treatment of everyone. If a Patient makes a complaint, this is not adequate reason for removal from the list. The Complaints Procedure should be followed under these circumstances Patients will not be discriminated against for race, gender, social class, age ,religion, sexual orientation, appearance, or disability / medical condition.
The Policy: This is outlined below under several categories, and is extended beyond the various forms of abuse of staff: it also covers situations where our services are repeatedly abused, and the more complex areas of “breakdown of the doctor patient relationship”. We look after over nine thousand patients, from cradle to grave in many cases, and the frequency of unacceptable behaviour by patients is extremely rare. Except in cases of physical violence or threats of the same, patients will always be informed in writing that an incident or set of incidents represents unacceptable behaviour towards us. There is a principle of either “two” or “three strikes and you’re out”, depending on the circumstances. Below are examples which will trigger this process.
When the extremely rare situation does require removal of a patient, the PCT will be informed in writing, as will the registered patient, and their carer if appropriate. The practice will continue to treat for 9 days to allow for the patient to register elsewhere, except as in 1.above. No removal of a patient will occur without discussion amongst the partners.