Ashley Medical Centre140 Groomsport Rd Bangor, BT20 5PETel: 02891 477150
In accordance with the General Data Protection Regulation (GDPR) patients may request to access their medical records. Requests are to be made in writing to the Practice Manager. No information will be released without consent unless we are obliged to do so.
This information sets out your legal right to see your health records, and any medical reports made about you for an insurance company or an employer.
However, it does not give a full explanation of the law. If it does not answer all your questions, you can get more detailed guidance from The Patient Client Council about your rights as a patient in general
GP Practice staff will keep personal information about your health strictly confidential.
Our Data Protection Officer is Mr Alex Larmour, Practice Manager
The Practice is compliant with the General Data Protection Regulation. The Practice adheres to the GDPR regarding patient confidentiality, sharing of information and access to information. It may be necessary for us to share identifiable information about you with other healthcare professionals in certain circumstances, for further information speak to the Practice Manager.
A health record is any record, whether on computer or paper, which includes information about your physical or mental health or condition, and is made by, or for, a health professional involved in your care. So it includes your clinical notes, letters to and from other health professionals, x-rays, results of laboratory tests and MRI scans.
A health professional includes
The GPs and staff in Ashley Medical Centre are responsible for the care and security of this information.
Who can apply for Access to Health Records?
Any person registered with Ashley Medical Centre for whom Ashley Medical Centre holds current records.. Someone else may apply for you if:
What can I see?
You are entitled to see your record with the supervision of a GP and get a copy. The GP will tell you where the information has come from, and who has access to it. You may receive the information as a computer printout, in a letter, or on a form. It should be easy to understand, and any abbreviations, codes or jargon should be explained.
Some information on your record may be withheld from you. This includes information that:
The GP does not have to tell you if information has been withheld. If you suspect that information has been withheld without a good reason, you should contact the Patient & Client Council, 1st Floor, Lesley House, 25-27 Wellington Place Belfast.
If any information about you is incorrect or misleading, you are entitled to have it corrected or removed. If the GP agrees with you, it must be corrected. If the GP refuses your request to amend your record, you can ask the Information Commissioner (see the end of this leaflet) to consider whether inaccurate information can be corrected or removed.
Freedom of Information
Information about the General Practitioners 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
“An Expression of Dissatisfaction that Requires a Response”
If you have a complaint or are concerned about the Care, Treatment or manner in which these or any other services have been delivered by, Doctors or staff within the Medical Centre please let us know. The views of our patients can provide a valuable source of learning for the Practice.
Our Complaints Procedure meets the criteria specified by Department of Health, Social Services and Public Safety. It does not cover services provided under a private arrangement between the Practice and a patient (e.g. Travel Vaccines Non NHS)
Our aim is to resolve any problems quickly on a one to one basis. Normally this is with our Practice Manager, Mr. Alex Larmour who is responsible for Complaints and Patients Views and the recording of all complaints including those of a clinical nature. His contact details are:
Mr. Alex Larmour (Practice Manager)Ashley Medical Centre,140 Groomsport Road,BangorBT20 5PETelephone : 02891477150Fax: 02891272229
You may complain in writing; email, via telephone or face-to-face. Please try to provide details of how to contact you; who or what you are complaining about; where and when the event that caused your complaint happened.
Complaints should be made immediately or as soon as possible after the event. However, under new guidance we can consider complaints made within 6 months of the date of discovering the problem. This should normally be within 12 months of the incident happening.
We adhere strictly to the principles of Data Protection and confidentiality. If you are complaining on behalf of someone else, we must ensure you have his or her permission. A note signed by the person concerned, and witnessed by the patient, will be required. If this is not possible, the complaint should be brought by the next of kin.
Under the NHS Constitution, you can expect the following:
We hope that you will make use of our Practice Complaints Procedure if you encounter a problem. We believe this to be the best way to put right whatever has gone wrong and provide an opportunity to improve our Practice.
Upon receipt of your complaint, we will :
Although complaints are dealt with confidentially, current regulations require the Practice to forward copies of all complaints to the Health and Social Care Board within 3 working days from receipt of the complaint This requires your permission to release details of your complaint to HSCB. We have available pro forma letters to ensure that this is expedited quickly.
If you feel you cannot raise your complaint with us, or if you are dissatisfied with the result of our investigation, you can approach the NI Commissioner for Complaints (the Ombudsman), or your Health & Social Care Board,
You may also contact the Patient and Client Council, an independent non-departmental public body, for assistance.
GPs are also entitled to complain about a patient if they feel that the patient is being unreasonable or their conduct is causing particular difficulties for the Practice. If you are the subject of a complaint, we hope, however, that any concern or misunderstanding can be resolved by discussion with the GP or member of staff concerned.
Complaints about Patients can be:
This list is not exhaustive.
If Patients feel that their complaint has not been heard or dealt with satisfactorily they may approach any of the following;
The OmbudsmanMr Tom FrawleyNorthern Ireland OmbudsmanFreepost BEL 1478BELFASTBT1 6BRFreephone: 0800 34 34 24www.ni-ombudsman.org.uk
Health and Social Care BoardComplaints OfficeHSC Board Headquarters12-22 Linenhall StreetBELFASTBT2 2BSTel: 9032 1313www.hscboard.hscni.net
Belfast HSC TrustComplaints Office Glendinning House6 Murray StreetBELFASTBT1 6DPTel: 9032 7156www.belfasttrust.hscni.net
Patient and Client CouncilIst FloorLesley House25-27 Wellington PlaceBELFASTBT1 6GQFreephone: 0800 917 0222www.patientclientcouncil.hscni.net
Ashley Medical Centre has consulting rooms on both the ground floor and first floor. Disabled access to ground floor consulting rooms for both Doctors and Nurses is provided including toilet areas.. Disabled Access into the surgery is from the Ashley Park entrance only.
Mothers with babies may use the consulting room on the 1st floor for baby changing, or the Treatment room if available. We can provide accommodation for breast feeding mothers if required.
The Health Centre endeavours to provide a suitable accessible environment for all patients to receive treatment and care. We courteously request that Patients :-
The following charges, relate to services, information and work requested by patients of Doctors in the Health Centre that is not funded under NHS.
The Doctors in Ashley Medical Centre have kept these charges to the minimum in all cases, and payment from patients is expected promptly and may be requested prior to issue of letters and reports. Thank you for your cooperation in this matter. Other fees for services not listed will be applied at the time of request
Ashley Medical Centre aims to support Carers and those who are cared for.
If you are a Carer or someone cares for you, please let our Staff know. Packs are available in the Surgery which provides advice and information for Carers on their entitlements including benefits and assessment of needs.
You can also obtain this informaiton at : www.setrust.hscni.net
For young Carers contact : www.crossroadscare.co.uk
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