Practice Policies
Practice Charter
We are always Committed to providing the best possible service.
We will offer appropriate treatment and advice according to the highest standards as defined by the profession.
We will make every effort to see you promptly
We will treat you with courtesy and respect
We will deal promptly with any problems or complaints
A Doctor will be on call at all times for emergencies 8:00am to 6:30pm Mondays to Fridays( Excluding Bank Holidays).
Patients have the right to see their health records.
Patients have a right to express a preferance to see a Practitioner of their choice.
We will encourage staff to undertake appropriate further training and self development.
Zero Tolerance Policy
Violence Means 'Any incident where staff are abused, threatneded or assaulted in circumstances related to their work,involoving an explicit or implicit challenge to their safety,well being or health'.
This practice does not tolerate any acts of violence or abuse towards its staff.
If a patient is abusive, aggressive or violent to a member of staff the following steps will be taken:
Abuse or Aggression:
Patient will be sent a warning letter which states that their behaviour is unacceptable and will not be tolerated.
Should another incident occur then they would be given notice that they were to be removed from the practice list after 28 days and should therefore find themselves an alternative practice.
Violent incident:
The incident would be reported to the police. A request will be made for an immediate removal from the practice list.
The Local Health Board will be notified, and a decision will be made as to whether an allowcation to another GP practice should be made, or whether a referral to the safe haven would be more appropriate.
Equality & Diversity
The organisation aims to design and implement policies and procedures that meet the diverse needs of our service and workforce, ensuring that none are placed at a disadvantage over others, in accordance with the Equality Act 2010. Consideration has been given to the impact this policy might have with regard to the individual protected characteristics of those to whom it applies.
Complaints & Concerns
Talk to us
Every patient has the right to make a complaint about the treatment or care they have received at Meddygfa Emlyn. We understand that we may not always get everything right and by telling us about the problem you have encountered, we will be able to improve our services and patient experience.
Who to talk to
Most complaints can be resolved at a local level. Please speak to a member of staff if you have a complaint; out staff are trained to handle complaints. Alternatively, ask to speak to the complaints manager Lidia De Orte.
If for any reason you do not want to speak to a member of our staff, then you can request that the local health board investigates your complaint. They will contact us on your behalf:
Contact details for Hywel Dda University Health Board:
Email: HDUHB.patientsupportsservices@wales.nhs.uk
Tel: 0300 0200 159.
A complaint can be made verbally or in writing. A complaints form is available from reception.
We aim to respond to you within 30 working days of receiving your concern. If we cannot reply to you in that time, we will explain why and let you know when to expect a response.
Our aim is to give the highest possible standard of service and we try to resolve problems quickly. If you are not happy with our response, you can contact the Public Services Ombudsman for Wales at 1 Ffordd yr Hen Gae, Pencoed CF35 5LJ, tel: 0300 790 0203, www.ombudsman-wales.org.uk
General Patient Records Policy
This policy provides guidance to everyone working with Health Records who records, handles, stores or otherwise deals with paper-based patient records.
This policy is a general procedural guide and is to be read in conjunction with the additional policy documents referred to in the Resources section,available on request.
General Provisions
All members of staff are responsible for the accuracy of any records that they create or use. There is a specific contractual duty of confidentiality which continues after the death of a patient and after an employee or contractor has left the practice.
This policy is intended to provide a comprehensive guide to all staff involved in handling patient health records. Any queries regarding a particular issue or anything not documented within this policy should be referred to the practice manager.
Storage for current records on site are in a secured area which is locked at night or out of hours. Access to records is by authorised staff only, and non-authorised visitors will only be permitted in the records area when accompanied by an authorised individual.
Records in Transit
If health records are being delivered to another location they should be enclosed in sealed envelopes or courier bags to ensure confidentiality. Any records that may be damaged in transit should be enclosed in suitable padding or containers. Large quantities of health records should be packed in suitable boxes or containers which give adequate protection.
The relevant bag or envelope should be addressed clearly and marked confidential. When using any envelope, the sender’s name should be on the reverse of the envelope.
Postal options most suited to the circumstances, such as Recorded Delivery or Special Delivery, should be considered if health records are to be sent in external mail. However, there is no requirement to use anything other than standard post for routine matters.
The primary care organisation (PCO) has its own collection and delivery service between sites and using this system will be the preferred option for local deliveries.
When choosing options for dispatching records, staff should consider the following:
Will the records be protected from damage, unauthorised access or theft?
- Is the level of security offered appropriate to the degree of importance, sensitivity or confidentiality of the records?
- Does the mail provider offer ‘track and trace’ options and is a signature required upon delivery?
Taking Records Off-site
Records should only ever be taken off site in exceptional circumstances e.g. where the clinician is performing a home visit. A patient electronic print-out may be a safer option. Records must never be left unattended, e.g. in a car. Care must be taken in order that members of the patient’s family or visitors to the patient’s home cannot gain unauthorised access to the records.
If the health records cannot be returned to the practice on the same day following a home visit, then the clinician must ensure that they are kept securely and confidentially, not left in a car or somewhere easily accessible where there is a risk of unauthorised access, including in the clinician’s home.
The responsibility for maintaining health records in a secure place rests with the person who has possession of the documents at any one time.
Chaperon Policy
Meddygfa Emlyn 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.
This chaperone policy adheres to local and national guidance and policy – e.g. “NCGST Guidance on the Role and Effective Use of chaperones in Primary and Community Care settings”.
Patients are encouraged to ask for a chaperone if required at the time of booking appointment wherever possible.
All staff are aware of, and have received appropriate information in relation to, this chaperoning policy.
All formal chaperones understand their role and responsibilities and are competent to perform that role.