Practice Policies

Confidentiality,Medical Records & Consent

Doctors and staff maintain patient confidentiality at all times. Patient confidentiality is of the utmost importance and all members of staff work according to the guidelines issued to them at the commencement of their duties with the practice; they also sign a declaration of confidentiality. If a patient indicates they wish to speak in confidence to a staff member, then we will do our best to comply with that request.

Locked blue folderThe 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.

Freedom Of Information - Publication Scheme

The Freedom Of Information Act 2000 obliges the practice to produce a Publication Scheme. A Publication Scheme is a guide to the 'classes' of information the practice intends to routinely make available.

Access to Records

In accordance with the Data Protection Act 1998 and Access to Health Records Act, patients may request to see their medical records. Such requests should be made through the practice manager and may be subject to an administration charge. No information will be released without the patient consent unless we are legally obliged to do so.

Where possible, a clinician must be satisfied that a patient understands and consents to a proposed treatment, immunisation or investigation. This will include the nature, purpose, and risks of the procedure, if necessary by the use of drawings, interpreters, videos or other means to ensure that the patient understands, and has enough information to give ‘Informed Consent’.

Implied Consent

Implied consent will be assumed for many routine physical contacts with patients. Where implied consent is to be assumed by the clinician, in all cases, the following will apply:

· An explanation will be given to the patient what he / she is about to do, and why.

· The explanation will be sufficient for the patient to understand the procedure.

· In all cases where the patient is under 18 years of age a verbal confirmation of consent will be obtained and briefly entered into the medical record.

· Where there is a significant risk to the patient an “Expressed Consent” will be obtained in all cases (see below).

Expressed Consent

Expressed consent (written or verbal) will be obtained for any procedure which carries a risk that the patient is likely to consider as being substantial. A note will be made in the medical record detailing the discussion about the consent and the risks. A Consent Form may be used for the patient to express consent (see below).

Obtaining Consent

· Consent (Implied or Expressed) will be obtained prior to the procedure, and prior to any form of sedation.

· The clinician will ensure that the patient is competent to provide a consent (16 years or over) or has “Gillick Competence” if under 16 years. Further information about Gillick Competence and obtaining consent for children is set out below.

· Consent will include the provision of all information relevant to the treatment.

· Questions posed by the patient will be answered honestly, and information necessary for the informed decision will not be withheld unless there is a specific reason to withhold. In all cases where information is withheld then the decision will be recorded in the clinical record.

· The person who obtains the consent will be the person who carries out the procedure (i.e. a nurse carrying out a procedure will not rely on a consent obtained by a doctor unless the nurse was present at the time of the consent).

· The person obtaining consent will be fully qualified and will be knowledgeable about the procedure and the associated risks.

· The scope of the authority provided by the patient will not be exceeded unless in an emergency.

· The practice acknowledges the right of the patient to refuse consent, delay the consent, seek further information, limit the consent, or ask for a chaperone.

· Clinicians will use a Consent Form where procedures carry a degree of risk or where, for other reasons, they consider it appropriate to do so (e.g. malicious patients).

· No alterations will be made to a Consent Form once it has been signed by a patient.

· Clinicians will ensure that consents are freely given and not under duress (e.g. under pressure from other present family members etc.).

· If a patient is mentally competent to give consent but is physically unable to sign the Consent Form, the clinician should complete the Form as usual, and ask an independent witness to confirm that the patient has given consent orally or non-verbally.

Other aspects which may be explained by the clinician include:

· Details of the diagnosis, prognosis, and implications if the condition is left untreated

· Options for treatment, including the option not to treat.

· Details of any subsidiary treatments (e.g. pain relief)

· Patient experiences during and after the treatment, including common or potential side effects and the recovery process.

· Probability of success and the possibility of further treatments.

· The option of a second opinion


Informed consent must be obtained prior to giving an immunisation. There is no legal requirement for consent to immunisation to be in writing and a signature on a consent form is not conclusive proof that consent has been given, but serves to record the decision and discussions that have taken place with the patient, or the person giving consent on a child’s behalf.

Consent for children

Everyone aged 16 or more is presumed to be competent to give consent for themselves, unless the opposite is demonstrated. If a child under the age of 16 has “sufficient understanding and intelligence to enable him/her to understand fully what is proposed” (known as Gillick Competence), then he/she will be competent to give consent for him/herself. Young people aged 16 and 17, and legally ‘competent’ younger children, may therefore sign a Consent Form for themselves, but may like a parent to countersign as well.

For children under 16 (except for those who have Gillick Competence as noted above), someone with parental responsibility should give consent on the child’s behalf by signing accordingly on the Consent Form.


Chaperone Policy

All patients are entitled to have a Chaperone present during an intimate examination or procedure.

If you would like a Chaperone, please ask at Reception before your appointment, or inform your GP at the start of your consultation.

Complaints Procedure

Customer service form

We always try to provide the best services possible, but there may be times when you feel this has not happened. The following information explains our in-house complaints procedure, drawn up to respond to patient grievances.

Our practice procedure is not able to deal with questions of legal liability or compensation. We hope you will use the complaints procedure to allow us to look into and, if necessary, correct any problems that you have identified, or mistakes that have been made. If you use this procedure it will not affect your right to complain to the Stockport Primary Care Trust.

Please note that we have to respect our duty of confidentiality to patients and a patient's consent will be necessary if a complaint is not made by the patient in person. If you wish to make a complaint, please telephone or write to our practice manager. Full details will be taken and a decision made on how best to undertake the investigation.

We believe it is important to deal with complaints swiftly, so you will be offered an appointment for a meeting to discuss the details within seven days. Occasionally it may take longer, but we will keep you informed throughout. We will try to address your concerns, provide you with an explanation and discuss any action that may be needed.  Please note that many different health professionals work from the health centre and not all of them are employed by our practice. If you wish to make a complaint against the dressings clinic nurse, district nurses, health visitors, school nurses, podiatrists, physiotherapists, counsellors, speech therapist, midwives or clinic administrator then it is important not to write to the practice manager  but rather it is advisable to contact the relevant health professional or, alternatively, write to their manager at NHS Stockport Regent House, Heaton Lane, Stockport SK4 1BS.

If there is a query about any member of staff employed by this practice (this includes all the doctors, practice nurses, healthcare assistant, receptionists and administration staff), then the person to contact is the practice manager.

Comments And Suggestions

We are happy to accept and consider comments and suggestions from our patients. Please present your views in writing at reception or by post (to our practice manager).

Violent Patients

The practice supports the Government’s NHS Zero Tolerance campaign. Violence and abuse is a growing concern. GPs and their staff have the right to care for others without fear of being attacked or abused. Violent patients on the practice premises will be reported to the police and struck off the GPs' list. We ask that all patients treat GPs and practice staff properly - without violence or abuse.


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