Violence Statement
The Practice is committed to ensuring that our staff treat our patients with dignity and courtesy at all times. We expect our patients to treat staff in the same manner.
We support the NHS zero tolerance policy with regard to violent and abusive behaviour and the Practice has the right to remove violent patients from the list with immediate effect in order to safeguard practice staff, patients and others.
The definition of violence is not limited to physical assault / injury; it also includes verbal aggression and rude / offensive language and is defined by the Health & Safety Executive as “any incident, in which an employee is abused, threatened or assaulted by a member of the public in circumstances arising out of the course of his or her employment”.
The Practice is committed to the firm pursuit, through the PSNI, if necessary of those who threaten or intimidate members of staff.
POLICY FOR CONFIDENTIALITY
Drs Hutchinson & Partners have a general duty of confidentiality to their patients, staff and Practice business. This policy will apply to everyone in the practice and for other professional staff working for the practice.
All information concerning patients, staff (in connection with their employment) and the Practice business is strictly confidential and must not be disclosed to those who are not entitled to receive it in the course of their duties.
A breach of confidentiality constitutes gross misconduct and may result in dismissal, subject to the provisions of the Practice disciplinary procedures.
Non-medical staff in the Practice have received similar guidance on these matters via their contracts and handbooks of terms and conditions of service. In particular, they have been made aware of doctors’ responsibilities in the maintenance of confidentially and that they should not disclose confidential patient information without the consent of the patient’s doctor.
This general duty of confidentiality does not affect our statutory rights under the Public Interest Disclosure Act 1998, to make disclosures of otherwise confidential information without being dismissed or otherwise subjected to a detriment. However, it is expected that matters we are concerned about should normally be raised within the Practice in the first instance. Such matters (eg about the safety of patient care) may be raised with any partner.
Complaints
If you have a complaint or are concerned about the treatment you have received from the doctors, practice nurse or reception staff working in this practice, please let us know.
If you make your complaint in writing we will acknowledge your complaint, normally within two working days, and aim to have your complaint looked into within ten working days from the date you raised it with us. We shall then be in a position to offer you an explanation, or a meeting with those involved. In investigating your complaint we shall aim to:
- Find out what happened and what went wrong
- Enable you to discuss the problem with those concerned, if you would like this
- Identify what we can do to make sure the problem does not happen again
- Ensure you receive an apology where this is appropriate.
Certain professionals such as the treatment room nurse, district nurse and health visitor are employed by South Eastern Health & Social Care Trust who is responsible for dealing with any complaints relating to these employees.
The building is owned and maintained by South Eastern Health & Social Care Trust and any comment about the building itself should be directed to the Health Centre Facilities Manager, South Eastern Health & Social Care Trust, Lisburn Health Centre, Linenhall Street, Lisburn, BT28 1LU.
We have a formal complaints procedure, which is available on request at reception.