It is a legal requirement that the confidentiality of patients’ records is maintained at the highest level by all staff.

The Data Protection Act 1998 and the Access to Health records act 1990 gives patients the right to apply for access to their health records.

A health record contains information supplied by the patient, parent and by others involved in an individual’s healthcare.  Our practice records are computerised, older records may be handwritten.

An application for access to health records held by our practice must be made in writing.  We must have sufficient information to enable us to identify the patient and locate their records.

As a practice, we use IGDPR to ensure we comply with GDPR data privacy requirements.

A patient attending for any type of intimate examination has the right to have a chaperone present. This can be a personal friend or close family member, however, if the patient prefers the practice can organise a qualified nurse to be present.

Although this service is available it is not compulsory to avail of it.

If you know at the time of booking an appointment that you wish a qualified nurse to act as chaperone please inform the receptionist so that the necessary arrangements can be made.

It is a legal requirement that confidentiality of patients’ records is maintained at the highest level by all staff. Records are computerised and are protected by the Data Protection Act. They are not linked to any other agencies.

There is access via the main entrance to the Health & Care Centre, with several parking spaces in the adjacent carpark. There are wheelchairs available on site for patient use, to ease access to and from the surgeries. There are 2 lifts located in the main reception area.

If you wish to book an interpreter to assist during your consultation, please inform the receptionist at the time of making your appointment. It is preferable that we make the request for this service at least 48 hours before the appointment, however every effort will be made to meet your request at short notice in the case of an emergency.

Please note this is a free service provided by the Health & Social Care Board.

Every citizen has the following established NHS rights:

• To receive health care on the basis of clinical need, regardless of the ability to pay
• To be registered with a GP
• To receive emergency medical care at any time, through a GP, emergency ambulance or hospital accident and emergency departments
• To be referred to a consultant, who is acceptable to the patient, when a GP thinks it is necessary, and to be referred for a second opinion if the patient and GP agree that this is desirable
• To be given a clear explanation of any proposed treatment, including risks and alternatives, before deciding to agree to the treatment
• To have access to health records and to know that those working for the NHS are under a legal duty to keep their contents confidential
• To choose whether or not to take part in medical research or medical student training
• To be guaranteed admission for treatment by a specific date, no later than two years from the day when a consultant places the patient on a waiting list
• To have any complaint about the NHS services investigated and to receive a full and prompt written reply from the Chief Executive or General Manager
• A Copy of the Complaints Procedure is available on request. Please contact the Practice Manager.

Patient and Client Council,

County Hall, 182 Galgorm Road, Ballymena, BT42 1QB

Telephone – 0800 917 0222

All patients have NHS rights as outlined in the Patients’ Charter. In return, we ask patients to treat all staff with courtesy, allow enough time for requests to be dealt with and respect the Doctor’s decision. Abusive or violent behaviour by patients towards any practising member will not be tolerated. This may result in the patient being removed from the practice’s list and in addition, the practice will report such behaviour both to the police and the Northern Board (NHSSB).

Your doctor and staff will always do their best for you.  To provide the finest care for ALL patients, follow these simple guidelines.

• Cancel appointments that you cannot attend, or no longer needed as someone else is always waiting.
• Please think twice before requesting a Doctor to your home as a visit is not always necessary.
• Do not expect a prescription every time you visit the surgery as good advice may be the best treatment.
• Please request repeat prescriptions in good time to avoid delays.
• Please treat your Doctor and all staff as you would expect to be treated by them, with politeness and respect.
• The practice does not discriminate on the grounds of race, gender, social class, age, religion, sexual orientation, appearance, disability or medical condition.
• Zero Tolerance.  Verbally Abusive or violent patients will not be tolerated by the practice under any circumstances.   Such behaviour may result in the patient being removed from the practice list.   Behaviour may also be reported to the PSNI and Northern HSC Board.

All personal Health Information (held under the Data Protection Act) is STRICTLY CONFIDENTIAL.  Information is not passed on without your consent, unless it is within the confines of the NHS, or by legal requirement, or it is of public interest.

The practice is computerised and registered under the Data Protection Act 1998.

Suggestions, comments and complaints.

We endeavour to give you the best service where possible at all times, if you wish to make a suggestion, comment, complaint about the practice, please contact the practice manager Tracy Neeson or Sharon Mawhinney.

Complaints are dealt with in line with our complaints procedure, approved by the Northern HSC Trust.

Patients’ Rights and Responsibilities.

All Patients have NHS rights outlined in the Patients’ Charter.  In return we ask patients to treat staff with courtesy.

• Letter will be sent to patient each time they DNA an appointment.
• On 3rd occasion letter will be sent advising patients that they are now being removed from our list.
• Practice will inform BSO (Business service organisation) that patient is being removed form our list.
• Each time an appointment is not cancelled or is not attended this prevents other patients from being seen.  The practice feels that if a patient has DNA on 3 occasions without reasonable explanations that it is no longer appropriate to have them on the list as this is impacts on the service that the practice can offer other patients.

We are always happy to accept comments and consider suggestions. If you have any which you would like us to consider, please contact the Practice Manager in writing.

Complaints are dealt with in line with our complaints procedure which has been approved by the Northern Board. Any complaints should be addressed to our Practice Manager.