Drumchapel Health Centre80/90 Kinfauns DriveGlasgow, G15 7TSTel: 0141 211 6080/81
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. Simply contact the Practice Manager and she will set all the necessary wheels in motion.
The Health Service Ombudsman has published a booklet that describes the ‘six principles for remedy’ in relation to complaints handling and involves:
If you remain unhappy after everything has been done to try to resolve your concern or complaint you have the right to approach the Ombudsman. Tel: 0345 015 4033 Email: firstname.lastname@example.orgWrite: Millbank Tower, Millbank, London SW1P 4QP.
We are committed to giving you the highest standard of care at all times and make every effort to achieve this aim.
The practice always endeavours to treat you with courtesy, whether in the surgery, in your home or on the telephone.
For routine appointments we aim to see you within three working days. In cases of urgency, you will be seen on the same day.
We will try to answer the phones promptly and to ensure that there are sufficient staff available to do this.
We will give you full information about the services we offer. Every effort will be made to ensure that you receive the information, which directly affects your health and the care being offered.
The Practice will offer patients advice and information on, steps they can take to promote good health and avoid illness.
Your medical records are confidential and will not be discussed with anyone without your consent. The practice complies with the Data Protection Act and the Access to Medical Records Act.
Help us to help you.
Please let us know if you change your name, address or telephone number
Please do everything you can to keep your appointments. Tell us as soon as possible if you cannot keep your appointment, this will allow other patients to use it.
Please be patient, although we endeavour to keep surgeries running on time, inevitably some patients require longer than others. If there is a delay with your appointment time you will be informed by the receptionist
Please do not request a home visit unless it is strictly necessary. Please phone as early as possible for home visits or urgent appointments.
Please keep your phone calls brief and avoid calling during the peak morning time for non-urgent matters.
We ask you to treat the doctors and practice staff with courtesy and respect.
Please read our practice leaflet. This will help you to get the best out of the services we offer. It is important that you understand the information given to you. Please ask us questions if your are unsure of anything.
Please remember you are responsible for your own health and the health of your children. We will give you our professional help and advice, please act on it.
General Data Protection Regulations
Dr Connelly & Dr Harkins Practice aims to ensure the highest standard of medical care for our patients. To do this we keep records about you, your health and the care we have provided or plan to provide to you.
This Privacy Notice does not provide exhaustive details of all aspect of the collection and use of personal information by Denbridge Surgery. However, we are happy to provide any additional information or explanation needed. If you wish to request further information please contact the Practice Manager, Julie Hope by:
Telephone: 0141 211 6080
Letter: Dr Connelly & Dr Harkins Practice,
Drumchapel Health Centre, 80/90 Kinfauns Drive,
Glasgow, G15 7TS
How We Use Your Information
In order to provide for your care, we need to collect and keep information about you and your health on our records. Your information is used to:
Provide a basis for all health decisions made by care professionals with and for you;
Make sure your care is safe and effective;
Work effectively with others providing you with care;
Send you text notifications to you about appointment reminders and your Health Care.
(You can opt out of the text notification service at any time by phoning the practice on 0141 211 6080
We may also use, or share, your information for the following purposes:
Looking after the health of the general public;Making sure that our services can meet patient needs in the future;
Auditing - Using patient health information to review and improve the quality of healthcare.
Patient identifiable information is only used within the practice. (Patients have the right to request that their health information is not included in audits);
Preparing statistics on NHS performance and activity (where steps will be taken to ensure you cannot be identified;
Investigating concerns, complaints or legal claims;
Helping staff to review the care they provide to make sure it is of the highest standards;
Training and educating staff;Research approved by the Local Research Ethics Committee. (If anything to do with the research would involve you personally, you will be contacted to provide consent).
Disclosure of Information to Other Health and Social Professionals
We work with a number of other NHS and partner agencies to provide healthcare services to you. Below is a list of organisations that we may share your information with:
Our Partner Organisations:
Other NHS hospitals
Relevant GP Practices
Dentists, Opticians and Pharmacies
Private Sector Providers (private hospitals, care homes, hospices, contractors providing services to the NHS)
Voluntary Sector Providers who are directly involved in your care
Health and Social Care Clusters
Out of Hours Medical Service
We may also share your information with your consent, and subject to strict sharing protocols, about how it will be used, with:
Health and Social Care
Police and Fire Services
Risk prediction data tools are increasingly being used in the NHS to help determine a person’s risk of suffering a particular condition, preventing an unplanned or (re)admission and identifying a need for preventive information. Information about you is collected from a number of sources in NHS Scotland including this GP Practice. A risk score is then arrived at through an analysis of your
De-identifiable information by ISD Scotland and is only provided back to your GP’s Data Controller in an identifiable form. Risk prediction enables your GP to focus on preventing ill health and not just the treatment of illness. If necessary, your GP may be able to offer you additional services.
Scottish Primary Care Information Resource (SPIRE)
NHS Scotland uses information from GP patient records to help plan and improve health and care services in Scotland. You have a choice about the information from your GP records being used in this way. You can opt out from this at any time by contacting the Practice.
For further information of SPIRE contact NHS Inform on 0800 22 44 88.
Emergency Care Summary (ECS)
Emergency care information such as your name, date of birth, the name of your GP, any medicines which your GP has prescribed, any medicines you are allergic to or react badly to, is shared with Out of Hours as this might be important if you need urgent medical care when the GP surgery is closed.
NHS staff (Doctors, Nurses, Accident and Emergency, Ambulance control and crews) can look at your ECS if they need to treat you when the surgery is closed. They will ask for your consent before they look at your records.
In an emergency and if you are unconscious, staff may look at your ECS without your agreement to let them give you the best possible care.
Whenever NHS staff looks at your ECS, a record will be kept so we can always check who has looked at your information.
Key Information Summary (KIS)
Key information summary (KIS) has been designed to support patients who have complex care needs or long term conditions.
KIS allows important information to be shared with health care professionals in unscheduled care in the NHS 24, A&E, Scottish Ambulance Service, Out of Hours, hospital and pharmacy environments.
Information contained in KIS summary includes, future care plans, medications, allergies, diagnosis, your wishes, carer and next of kin details.
You have the right to say that you do not want Care staff to see ECS/KIS. Please contact the Practice on 0141 211 6080 to let us know.
Online Registration for Ordering Repeat Prescriptions and Appointment booking
This service allows you to check your repeat medication, order repeat prescriptions, book appointments or cancel an appointment and make changes to your email and mobile contact number where appropriate.
You will need to register to use this service and can de-register at any time.
The Practice may conduct Medicines Management Reviews of medications prescribed to its patients. This service performs a review of prescribed medications to ensure patients receive the most appropriate, up to date and cost effective treatments. This service is provided by our practice team and Pharmacists provided by NHS Greater Glasgow & Clyde.
This Practice operates a Clinical Computer System on which NHS Staff record information securely. This information can then be shared with other Clinicians so that everyone caring for you is fully informed about your relevant medical history.
To provide around the clock safe care, unless you have asked us not to, we will make information available to trusted organisations. Wherever possible, their staff will ask your consent before information is viewed.
We consider patient consent as being the key factor in dealing with your health information.
Shared Care Records
To support your care, and improve the sharing of relevant information to our partner organisations when they are involved in looking after you, we will share information to other NHS systems e.g. medication details for out of hours care. The general principle is that information is passed to these systems unless you request this does not happen, but that system users should ask for your consent before viewing your record.
How We Keep Your Information Confidential and Secure
We are committed to protecting your privacy and will only use information collected lawfully in accordance with the Data Protection Act 1998, Article 8 of the Human Rights Act, the Common Law of Confidentiality, The General Data Protection Regulation and the NHS Codes of Confidentiality and Security. Everyone working in, or for the NHS must use personal information in a secure and confidential way.
We will only ever use or pass on your information if there is a genuine need to do so. We will not disclose information about you to third parties without your permission unless there are exceptional circumstances, such as when the law requires.
To protect your confidentiality, we will not normally disclose any medical information about you over the telephone, or by fax, unless we are sure that we are talking to you. This means that we will not disclose information to your family, friends, and colleagues about any medical matters at all, unless we know that we have your consent to do so.
Anyone Who Receives Information From Us Is Also Under A Legal Duty to Keep It Confidential and Secure
All persons in the Practice sign a confidentiality agreement that explicitly makes clear, their duties in relation to personal health information and the consequences of breaching that duty.
Please be aware that your information will be accessed by non-clinical Practice staff in order to perform tasks enabling the functioning of the Practice. These are, but not limited to:
Typing referral letters to Hospital Consultants or allied Health Professionals
Opening letters from hospitals and Consultants
Scanning clinical letters, radiology reports and any other documents not available in electronic format
Photocopying or printing documents for referral to Consultants
Handling, printing, photocopying and postage of medico legal and life assurance reports and other associated documents
Right of Access to Your Health Information
The General Data Protection Regulation allows you to find out what information about you is held on computer and in manual records. This is known as “right of subject access” and applies to personal information held about you. If you want to see or receive information that the Practice holds about you:
You will need to make a written request to the Practice Manager
There may be a charge for excessive requests for information held about you
We are required to respond to you within one month
You will need to give us adequate information (e.g. full name, address, date of birth, NHS
Number etc, two forms of identification etc.,) to enable us to identify you and provide the correct information
Who Else May Ask to Access Your Information
The Court can insist that we disclose medical records to them;
Solicitors often ask for medical reports. We will require your signed consent for us to disclose information. We will not normally release details about other people that are contained in your records (e.g. wife, children parents etc.) unless we also have their consent;
Social Services - The Benefits Agency and others may require medical reports on you from time to time. We will need your signed consent to provide information to them.
Life Assurance Companies/Employers/Occupational Health Doctors frequently ask for medical reports on individuals. These are always accompanied by your signed consent form.
We will only disclose the relevant medical information as per your consent. You have the right, should you request it, to see reports prepared for Insurance Companies, employers or occupational Health doctors before they are sent.
Sharing Your Information without Consent
We will normally ask you for your consent, but there are times when we may be required by law to share your information without your consent, for example:
Where there is a serious risk of harm or abuse to you or other people
Where a serious crime, such as assault, is being investigated or where it could be prevented
Where we encounter infectious diseases that may endanger the safety of others, such as meningitis or measles (but not sensitive information such as HIV/AIDS)
Where a formal Court Order has been issued
Where there is a legal requirement, e.g. if you had committed a road traffic offence
You may choose to restrict the collection or use of your personal information in the following ways:
Information you supply using any electronic form(s) on the practice website will only be used for the purpose(s) stated on the form.
Changes to This Privacy Notice
We keep our Privacy Notice under regular review. This Privacy Notice will be reviewed again in May 2019.
Concerns about Sharing Your Information
If you have any concerns about how we use or share your information, or you do not wish us to share your information, please contact the Practice Manager on 0141 211 6080
If you have a complaint about how your information is managed at the practice, please contact the Practice Manager. If you remain unhappy with the Practice’s response, you can complain to the Information Commissioner Office www.ico.gov.uk
Change of Details
It is important that you tell us if any of your details such as your name, address or telephone number has changed or if any of your details such as date of birth is incorrect in order for this to be amended. You have a responsibility to inform us of any changes so our records are kept accurate and up to date at all times.
Violent Behaviour Policy
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