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The Medical Centre6 The Green West DraytonMiddlesex, UB7 7PJTel: 01895 442026
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:
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.
We always strive to provide the highest standard of service but there may be times when you feel this has not been provided.
The practice has an internal complaints procedure run by the Administration Manager and the GP Principal. This procedure does not deal with any matters of legal liability or compensation nor does it affect your right to approach the NHS England if you are dissatisfied with the response we give to you.
If you should wish to make a complaint it should be addressed to the Administration Manager who will ensure that it is fully and thoroughly investigated. Please note that if you are raising a complaint on behalf of the patient, the patient’s written consent will be required before details can be discussed with you.
A complaints form is available on request.
The Practice operates a zero tolerance policy to violent and abusive conduct.
Any incident of violence or abusive conduct directed at any member of staff, or any other person on the premises will result in the immediate removal of the patient from our list. The matter will then be referred to the police where it will be dealt with under the provisions of the law.
The Medical Centre
This policy is designed to protect both patients and staff from abuse or allegations of abuse and to assist patients to make an informed choice about their examinations and consultations. There are roughly fifteen members of staff who are qualified to act as a Chaperone at the Medical Centre. These members of staff have been officially checked through the official channels and or have received the appropriate training.
Clinicians (male and female) should consider whether an intimate or personal examination of the patient (either male or female) is justified, or whether the nature of the consultation poses a risk of misunderstanding.
This should remove the potential for misunderstanding. However, there will still be times when either the clinician, or the patient, feels uncomfortable, and it would be appropriate to consider using a chaperone. Patients who request a chaperone should never be examined without a chaperone being present. If necessary, where a chaperone is not available, the consultation / examination should be rearranged for a mutually convenient time when a chaperone can be present.
Complaints and claims have not been limited to male doctors with female patients - there are many examples of alleged homosexual assault by female and male doctors. Consideration should also be given to the possibility of a malicious accusation by a patient
There may be rare occasions when a chaperone is needed for a home visit. The following procedure should still be followed.
WHO CAN ACT AS A CHAPERONE?
A variety of people can act as a chaperone in the practice. Where possible, it is strongly recommended that chaperones should be clinical staff familiar with procedural aspects of personal examination. Where suitable clinical staff members are not available the examination should be deferred.
Where the practice determine that non-clinical staff will act in this capacity the patient must agree to the presence of a non-clinician in the examination, and be at ease with this. The staff member should be trained in the procedural aspects of personal examinations, comfortable in acting in the role of chaperone, and be confident in the scope and extent of their role. They will have received instruction on where to stand and what to watch and instructions to that effect will be laid down in writing by the practice.
Click here to link to the latest GMC guidelines for intimate examinations: http://www.gmc-uk.org/guidance/ethical_guidance/21170.asp
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