Patients’ Rights
Access To Health Records Act 1990
Since November 1st, 1991, patients have the right to have access to their health records made after November 1st, 19991. The Act applies to both private and NHS patients. Records must be intelligible to lay persons and upon request must be explained to those authorised to see the records.
The following people may apply to see their records:
- The patient
- Another person authorised in writing by the patient
- A person, appointed by the Courts, to manage patient’s affairs
- Where the patient is deceased, the patient’s personal representative and any person who may have a claim arising from the patient’s death. Access is limited to the relevant part of the health record and may be withheld if the patient so requested
- A child under 16, who in the view of the health professional, is capable of understanding the implications. A child under 16 does have the right to confidentiality but parents have a responsibility in ensuring that the child’s record is accurate and contains no information prejudicial to the child.
Proof of identity or other checks may be made before allowing access. For further information please contact the Practice Manager.
Complaints
If you feel the service you have received from the doctors or the staff has not met the high standard which we strive to achieve, please let us know. It is only if patients tell us when things have gone wrong that we can find ways to improve.
If you have encountered a problem and think that it can be dealt with straight away, please ask to see the practice manager. You can contact her by letter. We have a formal complaints procedure, which is explained in a leaflet (available at reception or can be sent out in the post if requested).
We try very hard to ensure that patients and their carers are treated in the best manner possible, but we do acknowledge that sometimes things go wrong and we would like to have the opportunity to put them right as soon as possible.
We also like to know when we have done something well and we very much appreciate it when patients take the time to let us know.
Responsibilities
The relationship between the surgery and our patients works best when patients are happy with the service we provide. To that end, we endeavour to always put the patient first and to maintain the highest standards. However, we also expect our patients to contribute to the good running of the practice and to their own good health, and therefore:
- To ensure appointments are not wasted, we ask that patients cancel appointments that are no longer required
- That where more than one member of the family needs to be seen, more than one appointment is made
- That you arrive on time for your appointment or let us know if you are going to be late
- That you attend for monitoring when the doctor has advised that this is necessary
- That you behave with courtesy and consideration for others when you are in the practice
Would parents please take special care that children are well behaved whilst they are in the surgery, as a consideration to other patients who often are not feeling well. Running is not allowed and we would ask that toys are not left on the floor in waiting areas or corridors, causing a hazard to others. Reception staff cannot be responsible for children, so please ensure that they are looked after if you do not want to take them into the consultation with you.
Please have consideration for others and only use your mobile phone if strictly necessary. Poor reception in this building often means that people have to talk loudly into the phone and this can be disruptive for other patients, and for the staff who work in the building.
Violent and Abusive Behaviour
Fortunately at Dromore Doctors Surgery we are seldom affected by violent or abusive behaviour, although it is generally on the increase within the health service. We will always try to be as understanding as possible, but where a patient’s behaviour to either the staff, the doctors or to any other people in the surgery becomes intolerable, we will ask them to leave the surgery.
