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Practice Policies

Confidentialitybluefolder

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.

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.

There is a patient leaflet available in the waiting room explaining how we handle your information. Should you wish to discuss this or you wish to see your medical records please make an appointment to see the practice or data manager.

Patient Rights

You will be treated with respect and as a partner in your care. Being a partner means you have responsibilities too.

We will:

  • Ensure our patients have 24-hour access to medical advice.
  • Aim for you to have access to a suitably qualified medical professional within 48 hours of your initial contact during surgery hours, or in an urgent case, the same day.
  • Work in partnership with you to achieve the best medical care possible.
  • Involve you and listen to your opinions and views in all aspects of your medical care.
  • The prevention of disease, illness and injury is a primary concern.


The medical staff will advise and inform you of the steps you can take to promote good health and a healthy lifestyle. We would respectfully ask that you:
Let us know if you intend to cancel an appointment or are running late.

  • Treat staff with courtesy and respect. Reception staff may have to ask some personal questions to assist us in providing you with the best service
  • Inform the practice staff of any alterations in your circumstances, such as change of surname, address or telephone number. Please ensure that we have your correct telephone number, even if it’s ex-directory.

As patients, you are responsible for your own health and that of any dependents. It is important that you adhere to information and advice given to you by health professionals, and co-operate with the practice in endeavouring to keep you healthy.

Complaints

We aim to give you the highest standard of care, we try to respond swiftly to any problems that may occur. If you are not happy about any aspect of the way matters have been handled, we hope you will mention it to the doctor or member of staff concerned in the first instance, if you are still unhappy or have any comments you would like to make regarding the running of the practice, please put them in writing and address them to the Practice Manager - Richard Laver. An appointment will be made for you to discuss the matter.

A copy of the practice complaints procedure is available from the reception desk.

There is a suggestions box in the surgery waiting room for your comments.

Chaparone Policy

Helios Medical Centre is committed to providing a safe, comfortable environment where patients and staff can be confident that best practice is being followed at all times and the safety of everyone is of paramount importance. Any patient can request a Chaparone to sit in on any appointment in the practice, the patient should feel free to make this request to any staff member.



 
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