Practice Policies

 

Practice Mission Statement

The Doctors and staff at The Health Centre & Heaton Avenue Surgery in Harold Hill are proud to offer the highest standard of patient-centred healthcare.

We run many clinics for the management of Chronic Diseases such as Asthma, COPD, Diabetes and offer a wide variety of other medical services including Antenatal and Postnatal Care, Childhood Vaccinations, Family Planning, Travel Vaccine and Well-person check-ups. We also provide Minor Surgery, Joint injections and Warfarin Clinic within the practice. Our surgery has experienced GP's with various specialities including; Mental Health, Diabetes and Family Planning

 

Confidentiality & Medical Records

Locked blue folderThe 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 anonymised patient information will also be used at local and national level to help the Health Board and Government plan services e.g. for diabetic care.

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.

Freedom of Information

Information about the General Practioners 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.

Access to Records

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 are committed to complying to right of access requests under Data Protection Act 2018 and the Freedom of Information Act 2000.

 

However, the NHS is facing unprecedented challenges relating to the coronavirus (COVID-19) pandemic at the current time. Understandably, our resources have been diverted to support our front-line colleagues who are working tremendously hard to provide care for our patients, and to those in need of our services.

The Information Commissioners Office has recognised the current situation in the NHS https://ico.org.uk/about-the-ico/news-and-events/icos-blog-on-its-information-rights-work/.

We strive to be transparent and to work with an open culture.  But at this time, whilst care of our patients and the safety of our staff takes precedent, it is likely that responses to some requests for information or records will be delayed.  We apologise for this position in advance, and will endeavour to provide you with as much information as we can, as soon as we are able.

 It may therefore take up to the statutory deadline of 3 months in certain cases to respond to Subject Access Requests.

 For Freedom of Information requests, the Practice will try and continue to process them as normal, but this will be dependent on the availability of staff.

 If you have a complaint linked to how we are dealing with requests, please contact the Practice as noted on our website

Children who have not attended the surgery or missed appointments policy 

WAS NOT BROUGHT POLICY V1.pdf

Data Protection Policy

The Data Protection Act 1998 (DPA) requires a clear direction on policy for security of information within the practice. The policy will provide direction on security against unauthorised access, unlawful processing, and loss or destruction of personal information. The following is a Statement of Policy which will apply.

 

THE POLICY

 

  • The practice is committed to security of patient and staff records.
  • The practice will display a poster in the waiting room explaining to patients the practice policy (see below)
  • The practice will make available a brochure on Access to Medical Records and Data Protection [*] for the information of patients. 
  • The practice will take steps to ensure that individual patient information is not deliberately or accidentally released or (by default) made available or accessible to a third party without the patient’s consent, unless otherwise legally compliant. This will include training on Confidentiality issues, DPA principles, working security procedures, and the application of Best practice in the workplace. 
  • The practice will undertake prudence in the use of, and testing of, arrangements for the backup and recovery of data in the event of an adverse event. 
  • The practice will maintain a system of “Significant Event Reporting” through a no-blame culture to capture and address incidents which threaten compliance.
  • DPA issues will form part of the practice general procedures for the management of risk.
  • Specific instructions will be documented within confidentiality and security instructions and will be promoted to all staff. 
  • Reviewed 28.2.2013                        

               Data Sharing Agreement - More information below

https://www.eastlondonhcp.nhs.uk/aboutus/fair-processing-and-gdpr.htm

Complaints

Customer service formWe 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.

If you have any complaints or compliments please address them to: The Practice Manager, Drs Kuchhai and Saheecha Practice, The Harold Hill Health Centre, Gooshays Drive, Harold Hill, Romford, Essex RM3 9SU.

Violence Policy

The NHS operate a zero tolerance policy with regard to violence and abuse and the practice has the right to remove violent patients from the list with immediate effect in order to safeguard practice staff, patients and other persons. Violence in this context includes actual or threatened physical violence or verbal abuse which leads to fear for a person’s safety. In this situation we will notify the patient in writing of their removal from the list and record in the patient’s medical records the fact of the removal and the circumstances leading to it.



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