Policies

Zero Tolerance

The practice is committed to do everything within its power to protect staff, patients and visitors from unacceptable behaviour and will not tolerate any incident that causes hurt, alarm, damage or distress. This includes verbal abuse in the form of shouting and swearing and physical violence.

This policy applies throughout the premises, including our car park and grounds. It also applies to any employee or partner away from the practice but only in so far as it relates to the business of the practice.

Our practice staff are here to help and will aim to be as polite and helpful as possible to all patients.

In the event of serious physical and verbal abuse patients will be removed from the practice list. The police will be informed of all instances of physical abuse.

Confidentiality

General

All patient information is considered to be confidential and we comply fully with the Data Protection Act. All employees have access to this information in relation to their role and have signed a confidentiality agreement. Information may be shared, in confidence, with other NHS organisations in the interests of patient care.

CCTV is installed internally in public areas for security. Recordings are used entirely at the discretion of the partners and management team including provision of images to the police or other official bodies, and will otherwise comply with the Practice's Data Protection registration.

Protection against Viruses/Maintenance and Storage of Clinical Software

Patients medical records are now routinely stored electronically. Our central server is housed by our clinical software supplier in a specifically designed data warehouse which is approved by Connecting for Health. Staff will only access information stored within the warehouse when they are required to maintain and support the practice to resolve problems identified with the software.

Data is also vulnerable to loss or corruption caused by viruses. Viruses may be introduced from floppy discs, CDROM/DVDROM, other storage media and by direct links via e-mail and web browsing. The practice takes precautions to ensure that anti-virus software is installed on ALL computer equipment and the supplier of our clinical software manages the antivirus software version control and regular updates. Data is backed up to the central server.

Access to data may also be made available from time to time to staff working within our local CCG or its successor at times when there are faults with hardware or software which is beyond the expertise of the practice to uphold.

Confidentiality - More info

(The Caldicott Guardian at Lion Health is currently Dr G. Wilson)

Compliments and Complaints

We are always keen to hear about any members of staff (clinical or administrative) that have been particularly helpful during your visit to the practice, and would encourage you to let us know, so we can pass on any positive feedback.

Should you have any useful suggestions, or indeed, any complaints regarding the service we provide, please contact our Practice Manager, Cathryn Bateman who will endeavour to help you. A copy of our complaints procedure can be obtained from Reception.