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Practice Policies

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.

Complaints

Customer service formKirpal Medical Practice aims to give a friendly and professional service to all our patients. We endeavour to give the best possible service at all times but there may be occasion when you feel you wish to express dissatisfaction.

We offer an informal in-house procedure to deal with your complaints. This procedure does not deal with matters of legal liability or compensation but we hope you will sue it to give us an opportunity into, and in necessary, correcting any problems or mistakes that have been made.

If you want to make a complaint, please contact our practice manager either directly by telephone, or by letter if you prefer. Any useful suggestions for improving the service we offer would be very welcome. However, if you feel we have not dealt with the issues raised as you would wish, you can write to Heart of Birmingham PCT Manager Tel: 0121 224 4640.

The PCT also operates a patient advice and liaison service PALS which can help resolve any problems before they become formal complaints. To speak to PALS office, please call 0121 224 4725.

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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