Railway Medical Group


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Railway Medical Group


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Complaints

View the PDF below which will explain our complaints procedure in detail

View PDF

Patient Confidentiality

Why we collect information about you

The Practice team caring for you keep records about your care and treatment. These help ensure that you receive the best possible care from us. Records may be written (manual) or held on computer (electronic)

These records are used to guide and administer the care you receive.

Access to Records

In accordance with the Data Protection Act 1998 patients can request access to their medical records. Please refer to the practice Information Access Request Policy. Requests should be made to the Practice Manager in writing, the relevant forms will then be forwarded for completion. You will be required to provide proof of identity and there will be a fee payable for this service.

Details of patient records will only be disclosed to authorised third parties if a signed consent form accompanies the request.

National Health Service Act 2006- Access to Records

The Practice supports the provision of information in line with the National Health Service Act 2006. The National Health Service Act 2006 provides the power to ensure that patient identifiable information needed to support essential NHS activity can be used without the consent of patients though stringent measures are in place to ensure that individual patients cannot be identified. The power can only be used to support medical purposes that are in the interests of patients or the wider public.

E.g. information can be provided by the practice to:

1. Support control of communicable diseases.

2. Support the National Programme for IT, consent is assumed, e.g. to refer electronically/electronic transfer of prescriptions etc and provide demographics to support this, unless the patient opts out of the programme.

3. Provide information to NHS researchers or database holders, usually anonymised.

4. To review and monitor the overall quality of care we provide to make sure ir is of the highest standard and to ensure that services can meet everyone’s needs in the future.

Care Quality Commission (CQC)

Under the Health and Social Care Act (2008), from 1st April 2013 all providers of NHS general practice (and other primary medical services) must be registered with the Care Quality Commission.

People have the right to expect safe, high quality care. As the regulator of health and social care in England the CQC plays a vital role in making sure that care services meet those expectations.

All registered GP providers are now legally required to meet the national standards of quality and safety.

Access to patient information is restricted to the minimum necessary for staff to carry out their work. All staff employed have signed a confidentiality agreement. Breaching of confidentiality will be treated extremely seriously.

Sharing Information

Chaperone Policy

This organisation is committed to providing a safe, comfortable environment where patients and staff can be confident that best practice is being followed at all times and the safety of everyone is of paramount importance.

All patients are entitled to have a chaperone present for any consultation, examination or procedure where they feel one is required. This chaperone may be a family member or friend. On occasions you may prefer a formal chaperone to be present, i.e. a trained member of staff.

Wherever possible we would ask you to make this request at the time of booking your appointment so that arrangements can be made and your appointment is not delayed in any way. Where this is not possible we will endeavour to provide a formal chaperone at the time of request. However occasionally it may be necessary to reschedule your appointment.

Your healthcare professional may also require a chaperone to be present for certain consultations in accordance with our chaperone policy.

If you would like to see a copy of our Chaperone Policy or have any questions or comments regarding this please contact the practice manager.

Medicals & Private Services

Private medical examinations for insurance purposes, need to be arranged by appointment. A fee will be charged as these do not come under NHS terms of service. Private forms can also be completed and signed and a fee will be charged.

Respect for Staff, Patients, Public and Premises

We expect patients to treat our staff and other members of the public courteously and we expect patients to be polite at all times. We also expect patients to treat our premises well. Where such expectations are not met issues will be addressed and patients may be asked to leave the Practice.

Abusive Behaviour

Zero Tolerance Policy

The practice operates a zero tolerance policy with regard to violent or abusive patients. Any visitor to the surgery who is violent, abusive or threatening towards any member of staff, patient or other visitors will be asked to leave the premises. If the person is a patient of the practice this could result in removal from the practice list. The police will be called in the event of a refusal to leave..

Non-Attendance of Appointments

The practice has a policy and procedure for dealing with patients who do not attend their appointment. Missed appointments present a problem to the practice as the wasted appointments could have been used by another patient. The practice will follow up those patients and if you do not attend more than 3 booked appointments in 6 months this could result in removal from the practice list.