Practice Policies
Patients Rights & Responsibilities
Please help us to help you:
- Please let us know if you change your name, address or telephone number.
- Please arrive promptly for your appointment.
- Please inform the surgery as soon as possible if you are unable to keep, or no longer need your appointment. Your slot can always be filled, even at short notice. Non- attendance wastes a valuable appointment.
- Please keep your phone calls brief and try to avoid calling during the peak morning time for non-urgent matters.
- Use the tear-off request slip to request your repeat prescription whenever possible.
- Please attend your medication review if you have repeat prescriptions.
- Please attend when invited for a Cervical Screening.
- Please ensure your children are immunised.
Privacy
The staff at this practice record information about you and your health so that you can receive the right care and treatment. We need to record this information, together with the details of the care you receive, because it may be needed if we see you again.
We may use some of this information for other reasons, for example, to help us to protect the health of the general public and/or to plan for the future.
Please view our Practice Privacy Notice (DOCX, 219KB).
Due to the COVID-19 Pandemic we have an additional COVID-19 Privacy Policy which will run alongside our original. Please view our COVID Privacy Policy (DOCX, 23KB).
How we use your information
Please see the leaflets below:
“Your Data Matters to the NHS”
Patient Consent
In accordance with Data Protection laws, if you need to discuss medical concerns on behalf of a family member or a person that you care for, then we need to obtain consent from the patient in order to do so. Your request will not be granted until we have written documentation confirming this agreement. A copy of the required form is available to download below or can be collected from reception. Once complete, this will need to be handed in at reception. Please contact the surgery for further information.
Consent form for nominated persons for dealing with medical care (DOCX, 15KB)
Patient Data
Crown Street Surgery ensures that all of our patient data is held within the strictest confidence. Our clinical systems can only be accessed by healthcare professionals with a legitimate medical reason to view your information. We are fully compliant with the General Data Protection Regulation (2018).
Accessing Your Medical Records
Patients are able to access their personal information through a variety of means as detailed below:
SystmOnline & NHS App
SystmOnline and the NHS App give you the opportunity to view and print your medical record. This is a fast and secure way in which a patient can access their information. Find out more about our online services.
Subject Access Request (SAR)
Where a patient does not have access to view their medical record online, they can request a copy of the medical records. SAR’s can be submitted directly to the practice by using the form below or by visiting the surgery, and will be dealt with within 30 days upon receipt of your request. For complex cases, an extension of up to 2 months may be necessary to respond to your request, but you will be informed of this extension and the reason for it within 30 days of your original request.
Patient Access to Medical Records Request Form (DOCX, 28KB)
Summarised Notes
As the NHS and technology have evolved, there has been a migration from using paper-based records to electronic records. In 2011, we undertook an extensive workload to ensure that all patients’ paper records were summarised into their electronic record. Where a patient is requesting to view their medical records/history, we will always provide the electronic (summarised) version of their record. We kindly ask that any requests for information in its original no-summarised format are kept to a minimum and are requested only where absolutely necessary as this process is lengthy, very costly and incurs a considerable amount of administrative and GP time.
Access to Medical Reports Act (AMRA)
Any requests, by or on behalf of individuals, to reports relating to themselves provided by medical practitioners for employment or insurance purposes and to make provision for related matters, must make a written request. As these constitute a chargeable non-NHS service and are not covered within GDPR legislation, we require payment to be made up front before any report or copy of examinations is released to the requester.
Chaperone Policy
If your appointment requires an examination or procedure, you can request a chaperone. Please inform the receptionist when booking or attending for your appointment, and/or the clinician during your appointment.
Violent or Abusive Patients
The practice does not tolerate violent or abusive patients. If a patient commits an act of violence against any of the Doctors or staff then they may be removed from the practice list with immediate effect and the incident reported to the Police.
Verbal Abuse
Over the last few months we have received an increase in verbal abuse from patients, both face-to-face and over the telephone. Please be aware that this is not acceptable and continued abuse could result in you being removed from our patient list.
