33 Keynell Covert, Kings Norton, Birmingham, B30 3QT

CALL US: 0121 458 2619

Policies and Procedures

The highest standards of patient-centred healthcare

Confidentiality

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.

Suggestions and Complaints

We are keen to provide patients with the best possible care. If you have suggestions for improving our service, please discuss them with our Practice Manager or post a written note into the suggestion box in the Waiting Area.

We aim to give a friendly and professional service to all of our patients. If you have any concerns about any aspect of our service, please let us know by contacting the Practice Manager via reception.
In the majority of cases, concerns can be resolved satisfactorily. However if you feel we have not dealt with the issues as you would wish, you do have the right to contact NHS England.

We have a separate Complaints Leaflet available.

Patients Rights and Responsibilities

We aim to provide patients with the best clinical care and support in a friendly environment. We can help you best if you help us.

Your rights are

  • To be registered with a family doctor.
  • To change your doctor easily and quickly.
  • To be offered a health check.
  • To receive emergency care at any time through the doctor.
  • To have appropriate drugs and medicines prescribed.
  • To be referred to a consultant acceptable to you when the doctor thinks it necessary and to be referred for a second opinion if you and the doctor agree this is desirable.
  • To have access to your health records, subject to any limitations in law.
  • To know that those working for the NHS are under a legal duty to keep the contents of your records confidential.

Your responsibilities are:

  • To ask the doctor or nurse about anything that you don’t understand.
  • To treat staff politely and courteously, as you would wish to be treated yourself.
  • To tell the surgery and other medical providers / hospitals straight away if you change your name, address or telephone number. It helps us to keep our records up to date and to contact you when necessary.
  • To understand that the results of tests are only given by the doctor or nurse to the person who had the test or, for children, to the parent or guardian.
  • To ask for out of surgery calls only in a real emergency.

Zero Tolerance on Violence and Aggression

We support the NHS zero tolerance campaign. Violent and abusive patients will be reported to the police and removed from the practice list.