Practice Policies

Confidentiality & Medical Records

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How we keep your records confidential

Everyone working for the NHS and bodies associated with this such as NEMS CBS must comply with the Common Law Duty of Confidence. Information you provide to the organisation in confidence will only be used for the purposes explained to you and to which you consented, unless there are other circumstances covered by the law. NEMS CBS complies with the NHS Confidentiality Code of Conduct. All our staff are required to protect your information, inform you of how your information will be used, and allow you to decide if and how your information can be shared. All our staff are trained in information governance.

The organisation holds information about you in accordance with the Data Protection Act 1998.

How your personal information is used to improve the service that NEMS CBS delivers

Your information will be used to

  • review the care we provide to ensure it is of the highest standard and quality, through audit or service improvement
  • ensure our services can meet patient needs in the future
  • investigate patient queries, complaints and comments. With your consent we will share your personal information with other organisations for healthcare purposes only. This may be with your general practitioner, district nursing, health visitors and school nurses and other relevant primary care agencies as well as with local hospitals and local ambulance services. We may need to share information from your health records with other non-NHS organisations from which you are also receiving care, such as Social Services. However, we will not disclose any health information to third parties without your explicit consent unless there are exceptional circumstances, such as when the health or safety of others is at risk or where the law requires it. These non-NHS organisations may include, but are not restricted to:
  • We may also be asked by other statutory bodies to share basic information about you, such as your name and address, but not sensitive information from your health records. This would normally be to assist them to carry out their statutory duties. In these circumstances, where it is not practical to obtain your explicit consent, we are informing you through this notice, which is referred to as a Fair Processing Notice, under the Data Protection Act.
  • Information sharing with non-NHS organisations
  • Sharing information with other NHS organisations
  • Social Services
  • Education Services
  • Local Authorities
  • The Police
  • Voluntary Sector Providers
  • Private Sector Providers

Patient satisfaction

We may use your details to contact you with regards to our anonymous patient satisfaction surveys relating to services you have used provided by NEMS CBS. This is to improve the way we deliver healthcare to you and to other patients.

Your right to withdraw consent for us to share your personal information

At any time you have the right to refuse/withdraw consent to information sharing. The possible consequences will be fully explained to you and could include delays in receiving care.


Further information

To learn more about how we use your information, please speak to the health professionals concerned with your care. Further information may be provided by the NEMS CBS Director of Compliance.


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.


We make every effort to give the best service possible to everyone who attends our practice.

However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.

To pursue a complaint please contact the practice manager who will deal with your concerns appropriately. Further written information is available regarding the complaints procedure from reception.

Patients have a right to assistance with any complaint from the Patient Advice and Liaison Service (PALS); The Independent Complaints Advocacy Service (ICAS); Citizens Advice Bureaux, NHS Choices and the Care Quality Commission.

Violence Policy

The NHS operate a zero tolerance policy with regard to violence and abuse and the practice has the right to remove violent patients from the list with immediate effect in order to safeguard practice staff, patients and other persons. Violence in this context includes actual or threatened physical violence or verbal abuse which leads to fear for a person’s safety. In this situation we will notify the patient in writing of their removal from the list and record in the patient’s medical records the fact of the removal and the circumstances leading to it.

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