Practice Policies

DEVENISH PRACTICE

Comments and Suggestions

Our aim is to provide our patients with the best possible care within the resources available to us and to deal with any problems as quickly and efficiently as possible. Patients wishing to make constructive or critical comments on the services provided by the practice should leave comments at reception or email reception.z00563@gp.hscni.net putting FAO Practice Manager in the email title.

Complaints

We 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.

To pursue a complaint please contact the Practice Manager who will deal with your concerns appropriately. Further written information is available regarding our complaints procedure from reception.
View Complaints Procedure
View Complaints Leaflet
View Complaints Form

Confidentiality & Medical Records

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: (link to how we use your medical records)

Strict confidentiality is maintained at all times. Any information you provide us with, including sensitive data, will be dealt with in accordance with Data Protection Act 1988 and we are compliant with GDPR regulations. (link to privacy policy)

Access to Medical 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 by completing the appropriate forms available at reception and may take up to 28 days to complete. No information will be released without the patient consent unless we are legally obliged to do so.

Freedom of Information

Information about the General Practitioners 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.

Patient’s Rights

• You have the right to receive accurate and easily understood information about your health care, your health care professionals and health care facilities
• If you have a physical or mental disability, or just don’t understand something, assistance will be provided so you can make informed health care decisions
• You have the right to choose your practitioner
• You have the right to care providers that is sufficient to provide you with access to appropriate high quality health care
• You have the right to know all your treatment options and to participate in decisions about your care. Parents, guardians, family members, or other individuals that you designate can represent you if you cannot make your own decisions
• You have the right to considerate, respectful and non-discriminatory care from your doctors and other health care providers

Patients Responsibilities

• Arrive on time for your appointment
• Cancel appointments in good time so that we can offer it to someone else. Failure to attend or cancel appointments will result in refusal to register with the practice or removal from the practice if you do not attend two or more appointments.
• Be thoughtful of other patients and staff
• Treat doctors, nurse and practice staff with respect and courtesy
• Patients are responsible for their own health and the health of their children. We will give you our professional help and advice, please act on it.
• The practice has a Zero tolerance towards violence or aggression towards staff, and any such behaviour may result in removal from the practice