Oakfield Street Surgery
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Comments And Suggestions

We welcome any positive comment or suggestion from you, whether it may be about services offered or services you would like to see at the surgery. We also would like to hear your suggestions about other things that concern you about our surgery and services. From time to time you may be asked to complete a questionnaire on the quality of service you have received at the practice.

Newsletter

We publish a newsletter as appropriate. This is to keep patients informed of changes, events or any matter that might be of interest or concern. Patients are welcome to contribute to the newsletter via the practice manager.

Languages

One of our doctors is Welsh-speaking.

Freedom Of Information – Publication Scheme

The Freedom of Information Act 2000 obliges the practice to produce a Publication Scheme. A Publication Scheme is a guide to the ‘classes’ of information the practice intends to routinely make available. This scheme is available from reception.

Complaints Procedure

We aim to provide the best possible service to our patients, but misunderstandings do sometimes happen. We operate a practice-based complaints procedure and a summary can be found on the notice board. Full details are available at reception. If you wish to make a complaint you can either ask about the procedure at reception or request a meeting with our managing partner, Mrs Williams. Please feel free to discuss concerns at the time when they occur. We aim for a speedy resolution of problems to a mutual satisfaction.

Confidentiality

Your medical records are held in strictest confidence. Staff are instructed to follow the regulations as laid down in the Data Protection Act (1998) and the Access to Health Records Act (1990). Should you have any queries regarding confidentiality please ask to speak to our practice manager. Information is only passed on with your consent, within the confines of the NHS, by law or if in the public interest.

The practice is computerised and certain details of your medical records are kept on computer. These are strictly confidential and the practice is registered with the Data Protection Act.

Information About You

We ask for information about you to enable staff to provide you with relevant care and treatment, both within the surgery and the local NHS area. We keep this information so that it can be referred to during future consultations/treatment. This information may also be used for other reasons: other areas of the NHS may require information upon referral to secondary care, for data collection or research purposes. The NHS Central Register for England and Wales contains details of all patients registered with a GP but this does not include clinical information.

Under certain circumstances we are required by law to provide information on events such as births. We may also need to share information about you with other people who are providing care for you. Anyone receiving this information is under a legal duty to keep it confidential. Further information regarding access to patient details and your rights are available from the surgery. If you have further queries regarding data protection and confidentiality please contact the practice manager. Information is only passed on with your consent, within the confines of the NHS, by law or if in the public interest.

Violent And Abusive Patients

Our practice staff are here to help you. Our aim is to be as polite and helpful as possible to ALL patients. Rudeness, shouting, swearing at practice staff will not be tolerated under ANY circumstances.

This practice may request the removal from the practice list of any patient who has committed an act of violence or if they behave in such a way that anyone working in the practice or present on practice premises (or elsewhere where the patient was being treated) feared for their safety. Such incidents will be reported to the police and will result in the patient being removed from the list.

Private Services

Some services provided in the surgery are not covered by the NHS and a charge is payable. These include private medical certificates, holiday cancellation forms, BUPA/PPP claim forms, sick notes for the first week of sickness, prescriptions for medication to be taken abroad, medical examinations pre-employment, HGV/PSV and sports medicals. A full list of private fees and the BMA recommended fee is available at reception.