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.
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.
GDPR (General Data Protection Regulations)
The General Data Protection Regulation (GDPR) is a new law that determines how your personal data is processed and kept safe, and the legal rights that you have in relation to your own data. The regulation applies from 25th May 2018, and will apply even after the UK leave the EU.
What GDPR will mean for patients
The GDPR sets out the key principles about processing personal data, for staff or patients;
Data must be process lawfully, fairly and transparently
It must be collected for specific, explicit and legitimate purposes
It must be limited to what is necessary for the purpose for which it is processed
Information must be accurate and kept up to date
Data must be held securely
It can only be retained for as long as necessary for the reasons it was collected
There are also stronger rights for patients regarding the information that practices hold about them. These include:
Being informed about how their data is used
Patients to have access to their own data
Patients can ask to have incorrect information changed
Restrict how their data is used
Move their patient data from health organisation to another
The right to object to their patient information being processed (in certain circumstances)
The regulations require the practice to publish a Privacy Notice; this explains why we collect information about you, how that information may be used and how we keep it safe and confidential. A copy of the Practice Privacy Notice is available to download here:
The Heron Practice- Privacy Notice
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. Simply contact the Practice Manager and she will set all the necessary wheels in motion.
complaints procedure info leaflet for patients (11.14).pdf
complaint form - patient (updated apr 14).pdf
We are continually striving to improve our service. Any helpful suggestions would be much appreciated and a suggestion box is located in the waiting area.
Zero Tolerance - Violence Statement
The practice considers aggressive behaviour to be any personal, abusive and/or aggressive comments, cursing and/or swearing, physical contact and/or aggressive gestures. The practice will request the removal of any patient from the practice list who is aggressive or abusive towards a doctor, member of staff, other patient, or who damages property.
All instances of actual physical abuse on any doctor or member of staff, by a patient or their relatives will be reported to the police as an assault.