Practice Charter

Call Recording

Please note that calls maybe recorded for training and monitoring purposes.

Freedom of Information Act 2000

The Freedom of Information Act gives a general right of access to the public to all types of information currently held by public authorities.

Data Protection Act 1998

Albertville surgery is registered under the Data Protection Act 1998 and complies with all legislation associated with the Act.

GDPR Regulations 2018

Your information, privacy and the Law. How we use your medical records.

The use and sharing of personal information forms an essential part of the provision of health and care, benefiting individual patients, often necessary for the effective functioning of health and social services and sometimes necessary in the public interest. Nevertheless your doctor has a strong legal and ethical duty to protect patient information and all information you share with your doctor is kept confidential.

  • This practice is committed to observing the laws on data protection and confidentiality concerning your medical record and all uses and sharing of your information.

  • We share information about you with health professionals who are involved in providing you with care and treatment. This is on a need to know basis and normally, event by event.

  • Some of your health information (including your name, address, allergies and medications) is automatically copied to the Northern Ireland Electronic Care Record.

  • Some information about you is shared with national screening campaigns such as Flu and Diabetes eye screening.

  • Information about you in non-identifiable form is used to manage the NHS and make payments.

  • Information about you in non-identifiable form is used to check the quality of care provided by the NHS.

  • Information about you in non-identifiable form may be used for medical research. Where identifiable information may be required we will first seek your consent.

  • We will share information when the law requires us to do, for instance when we are inspected or reporting certain illnesses or safeguarding vulnerable people.

Practice Complaints Procedure

If you have a complaint or are concerned about the Health Service treatment you have received from the doctors or any staff working in this practice, please let us know. We operate a Practice Complaints Procedure to deal with complaints, which meet the criteria agreed for the Northern Ireland Health and Personal Social Services. It does not cover services provided under a private agreement between practice and patient.

How to complain

We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be sorted out in this way and you wish to make a complaint, let us know as soon as possible - ideally within a matter of days - this will help us to find out what happened more easily.

Complaints should be addressed to Mrs Marian Williams, Practice Manager. Alternatively, you may ask for an appointment with Mrs Williams to discuss your concerns. She will explain the complaint procedure to you and ensure that your concerns are dealt with promptly. It will greatly assist us if you are as specific as possible about your complaint.

Complaining on behalf of someone else

Please note that we keep strictly to the rules of Medical Confidentiality. If you are complaining on behalf of someone else, we have to know that you have their permission. A note signed by the person concerned and witnessed by the patient will be needed.

Zero Tolerance

The practice will not tolerate any abusive or threatening behaviour directed towards any member of the staff. In the event of this happening, the doctors reserve the right to remove that person from the practice list.

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