Confidentiality

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:

• 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.

 Suggestions & Complaints

Our aim is to provide our patients with the best possible care within the resources available to us. 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. Further written information is available on the complaints procedure from reception. We are continually striving to improve our service. Any helpful suggestions would be much appreciated and a suggestion box is located in the waiting area.

You will be treated with respect and as a partner in your care. Being a partner means you have responsibilities too.

We will:

• Ensure our patients have 24-hour access to medical advice.
• Aim for you to have access to a suitably qualified medical professional within 48 hours of your initial contact during surgery hours, or in an urgent case, the same day.
• Work in partnership with you to achieve the best medical care possible.
• Involve you and listen to your opinions and views in all aspects of your medical care.
• The prevention of disease, illness and injury is a primary concern.

The medical staff will advise and inform you of the steps you can take to promote good health and a healthy lifestyle. We would respectfully ask that you: 

• Let us know if you intend to cancel an appointment or are running late.
• Treat staff with courtesy and respect. Reception staff may have to ask some personal questions to assist us in providing you with the best service
• Inform the practice staff of any alterations in your circumstances, such as change of surname, address or telephone number. Please ensure that we have your correct telephone number, even if it’s ex-directory.

As patients, you are responsible for your own health and that of any dependents. It is important that you adhere to information and advice given to you by health professionals, and co-operate with the practice in endeavouring to keep you healthy.

The practice is recognised for the purpose of training doctors for entry into General Practice, and is closely associated with the academic department of General Practice Queens University Belfast.

You may be offered an appointment with a GP registrar, these doctors are attached to the practice for a period of one year. He/ she is a fully qualified doctor, who, having spent a number of years in appropriate hospital posts, is in the final year of vocational training scheme for General Practice. This doctor carries out identical duties to those of the partners in the practice.

The practice has for many years been involved in the education of medical students from Queens University. At periods throughout the year a student will be attached to the practice, and during that time will accompany doctors during surgeries, home visits and clinics.

Patients will be informed that a student is present and their permission obtained beforehand.

GPs and students do need to video surgeries for training purposes throughout the year. Your consent is required and your participation is greatly appreciated.

Zero tolerance

The Practice has a zero tolerance policy where a patient arrives at the practice intoxicated with alcohol or drugs. In such an instance the GP will refuse to see the patient and suggest they return sober at a future date. The Practice does not tolerate inappropriate or threatening behaviour towards our staff, other patients/visitors or our healthcare colleagues. Such behaviour from a patient will be investigated and may result in their removal from our patient list.

 

Situations that justify removal

Ocassionally patients persistently act inconsiderately and their behaviour falls outside that which is normally considered to be reasonable. In such circumstances there may be a complete breakdown in the doctor-patient relationship.

Violence   

When a patient:-

 

• Is physically violent or threatening towards a doctor, practice staff or other patients on the practice premises.

• Causes physical damage to practice premises or other patient’s property.

• Gives verbal abuse or makes threats towards the doctor, practice staff or other patients.

• Gives racist abuse, orally or physically.

• Is violent or uses or condones threatening behaviour to doctors (or some other members of the primary health care team) while visiting the patient’s home.

Crime & Deception

 

  Where a patient:

• Fraudulently obtains drugs for non-medical reasons.

• Deliberately lies to the doctor or other member of the primary health care team in order to obtain a service or benefit by deception. (for example - by giving a false name or false medical history)

• Attempts to use the doctor to conceal or aid any criminal activity.

• Steals from practice premises.

 

Distance                                                   

Central Services Agency will remove those patients from the practice list who have moved out of the designated practice area and have failed to register with a new GP.

Embarkation

Where a patient has moved abroad for a period of 3 months or more.