Practice Policies

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Subject Access Requests

A request by a patient, or a request by a third party who has been authorised by the patient, for access under the General Data Protection Regulations (and Data Protection Act 2018) is called a Subject Access Request (SAR). If you want to see your health records, or wish to have a copy, please contact the Practice. 

You don’t have to give a reason for wanting to see/ or have copies of your records and there is no charge for this service. You will however be required to produce proof of identity before being allowed to read them.

The Practice has up to 28 days to respond to your request. If additional information is needed before copies can be supplied, the 28-day time limit will begin as soon as the additional information has been received.

The 28 day time limit can be extended for two months for complex or numerous requests where the data controller (usually your Practice) needs more time to collate and supply the data. You will be informed about this within 28 days and provided with an explanation of why the extension is necessary.


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.


Complaints

Customer service formThames Avenue Surgery aims to offer a friendly and professional service to all our patients.  However if you have concerns about any aspect of our service, please let us know.  Our practice-based complaints are dealt with by our Practice Manager, Mrs Susan Kinzett.  

In the majority of cases, concerns can be resolved quite easily.  However if you feel we have not dealt with the issues you have raised as you would wish, you can contact The Parliamentary and Health Service Ombudsman on 0345 015 4033, or visit their website at: www.ombudsman.org.uk or by post:  The Parliamentary and Health Service Ombudsman, Millbank Tower, 30 Millbank, Westminster, London SW1P 4QP

Zero Tolerance 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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