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Management of Patient Health Information

Your medical record is a confidential document. It is the policy of this practice to maintain the security of personal health information at all times and ensure this information is only available to authorised members of staff. For more information, please ask for a copy of our ‘Privacy Policy’ statement at reception or alternatively you can view our Privacy Policy HERE. Should you require access to your medical information please discuss this with your doctor or the Practice Manager.

Telephone & Electronic Communication

You can contact the practice by calling us during surgery hours. Our staff are unable to give clinical information, including results, over the phone. All calls are made and received strictly within surgery hours. All calls are answered by either the reception or nursing team from the reception desk.

Telephone calls from patients will not be put through to our doctors. Our reception staff are happy to take messages or assist you with any general questions regarding your healthcare. If you have a medical question after seeing your doctor, our nurse may be able to assist, however, should this query not be resolved, you will need to arrange a subsequent consultation with your doctor.

Should a general message be conveyed from reception to a doctor on your behalf that is requiring a response, please allow up to 3 business days for a response. If you have an urgent medical problem that is life threatening or serious, you will be triaged by our nurse. All other issues will be triaged accordingly by our receptionist or nurse. For all medical emergencies, please dial 000.

Electronic mail is monitored throughout practice hours, however patients are encouraged to call rather than email. Bookings can only be made online or via telephone. For privacy purposes we are unable to send or receive private and confidential information, such as patient records, via email. Please be aware all communication from patients, to patients, or about patients become part of a patient’s health record, in addition to any actions taken in response to the message.

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