Duty of Candour
When things go wrong!
At Old Mill and Millgates Medical Practice we endeavour to provide a first class service at all times . However we accept that sometimes things go wrong and the service we provide falls short of our standards and your expectations.
We would like to assure you that we promote a culture that is open and honest, a policy that applies to all our team irrespective of what role you undertake.
We would like to make a promise to you that if we make a mistake we will:
- Inform patients in a timely manner when safety incidents occur that will affect them.
- We will provide a written and truthful account of any incident, giving details of any investigations and enquiries we might have made.
- We will provide a written apology.
- We will provide support if you are affected directly by an incident.
We will be governed by the following principles:
Openness: Enabling concerns and complaints to be raised freely without fear and questions asked to be answered.
Transparency: Allowing information about the truth, about performance and outcomes to be shared with staff, people who use the service, the public and regulators.
Candour: Any person who uses the service and harmed by the provision of a service provider is informed of the fact and an appropriate remedy offered, regardless of whether a complaint has been made, or questions asked about it.
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:
- 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.
- We may share your information with other health care professionals involved in your care and treatment.
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 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.
Access to Records
In accordance with the Data Protection Act and Access to Health Records Act, patients may request to see their medical records. Such requests should be made through the Assistant Practice Manager. No information will be released without the patient consent unless we are legally obliged to do so.
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 Complaints Manager who will deal with your concerns appropriately. Further written information is available regarding the complaints procedure from reception.
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.