Please click here to view our notice
All Polices
Privacy Notice
Privacy Notices – How we use your information
Being transparent and providing accessible information to patients about how we will use personal information is a key element of the GDPR Regulations. The following notices will inform you how we use your information.
Miscellaneous Information
GP Earnings
All GP practices are required to declare the mean net earnings (eg. Average pay) for GPs working to deliver NHS services to patients at each practice. This is required in the interests of the greater public accountability recognising GP pay is ultimately funded from tax paid by the public.
The average pay for GPs working in Pendeen Surgery in the last financial year was £61,587 before tax and national insurance. This is for 0 full time GPs, 6 part time GPs and 1 locum GPs who worked in the practice for more than six months.
Our responsibility to you
Names: People involved in your care will give you their names and ensure that you know how to contact them. The surgery will be well signposted and names will be indicated on the surgery doors.
Waiting Time: We run an appointment system, and in most cases you will be given a time at which the doctor or nurse hopes to be able to contact or see you. You should not have to wait more than 30 minutes after this time without receiving an explanation for the delay.
Access: We are committed to providing excellent access to our patient services and to providing the opportunity to:
- Register with the practice and access services without fear of discrimination
- Request an assessment the same day if the patient determines this is clinically indicated
- Directly book appointments with the Practice Nurses, Health Care Assistants, and Pharmacist
- Book appointments a week in advance
- Request a home visit (subject to clinical need)
Telephone: We will try to answer the phone promptly and ensure there are sufficient staff to do this. You may be able to speak to a doctor by telephone, but it is likely that the doctor will be asked to call you back.
Respect: Patients will be treated as individuals and partners in their healthcare, irrespective of their ethnic origin or religious and cultural beliefs.
Information: We will give you full information about the services we offer. Every effort will be made to ensure you receive the information which directly affects your health and the care being offered.
Health Records: These will be kept confidential at all times, and you have the right to see them, subject to limitations in the law.
Confidentiality and Medical Records
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 (now called Safeguarding).
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.
Doctor Confidentiality
It is compulsory for doctors who intend to become GPs to complete a full course of hospital training and a year’s supervised experience in general practice. Our surgery has been approved to take such doctors and each year there may be one working for us. They are fully qualified and experienced and we feel sure you will welcome their help.
As part of their training they are required to make a video-recording of some of their consultations. These are for educational purposes only, will only be seen (anonymously) by other doctors and will be erased afterwards. If this involves your consultation your permission will be requested and you are able to refuse and no offence will be taken – we perfectly understand the sensitivity of the situation.
Patient 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 by a Subject Access Request form 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.
Data Security and Protection Policy
Pendeen Surgery recognises that information has its greatest value when it is accurate, up to date and accessible where and when it is needed. This document sets out a strategic direction form information governance management within the Practice.
Data Security and Protection Policy
Freedom of Information
Information about the General Practitioners and the practice required for disclosure under this Act can be found here.
Comments and Complaints
The Practice has its own Complaints Procedure which is approved by the Primary Care Trust. Misunderstanding can often be resolved amicably within the Practice.
If you have a complaint you wish to discuss, please contact the Practice Manager, Karen Manifold, who will be happy to advise you, or if you would rather submit a written complaint click the form below.
Complaints Leaflet for your Comments and Complaints
We welcome suggestions on how to improve our services.
The Parliamentary and Health Service Ombudsman and Citizens advice Bureau are also available to assist, should you wish to contact them for advice/guidance
Please click here to find out more.