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Practice
Charter
We
aim to provide the best possible service to our patients and hope you will feel
that we achieve that aim.
The care of your health is a partnership between yourself and the Primary Health
Care Team.
The success of that partnership depends on an understanding of each other's needs
and co-operation between us.
Our Responsibility To You:
-
You will be greeted courteously
- You have the right to confidentiality
- You have the right to see your medical records subject to the limitations of
the law
- You will be seen the same day if your problem is urgent
- You will be seen by your own doctor whenever possible
- You will be referred to a consultant when your GP thinks it necessary
- Your repeat prescription will be ready for collection within 48 hours of your
request
- Your suggestions and comments about the services offered will be considered
sympathetically and any complaint dealt with quickly
- All patients, regardless of race, disability, nationality, colour, ethnic origin,
social class, age, religion, gender or sexual orientation will be treated equally
Your
Responsibility To Us:
- Please treat all surgery staff with the same respect - we are all just doing
our job
- Please do not ask for any information about anyone other than yourself
- Please tell us of any change of name, address or telephone number, so that our
records are accurate
- Only request an urgent appointment if appropriate. Home visits should only be
requested if you are really too ill to attend the surgery
- Please cancel your appointment if you are unable to attend
- Please be punctual, but be prepared to wait if your own consultation is delayed
by an emergency
- Please allow sufficient time for your consultant's letter or the results of
any tests to reach us - you will be advised of the usual time to wait
- Please use the tear-off slip to request your repeat prescription whenever possible.
Please attend for review, when asked, before your next prescription is due
- Do let us know whenever you feel we have not met our responsibility to you
- We would, of course, be pleased to hear when you feel praise is due as well
Suggestions
Or Complaints
We
are happy to receive constructive comments and suggestions for improving our service
to patients, for which purpose we have a suggestion box in the waiting room.
If you have any complaints about the services, please ask for an 'in-house' complaints
procedure from the receptionists and address your complaint in writing to Sue
Atkin, deputy practice manager.
Protection
Of Patient Information
We ask you for information so that you can receive proper care and treatment.
We keep this information, together with details of your care, because it may be
needed if we see you again.
We may use some of this information for other reasons: for example, to help us
to protect the health of the public generally and to see that the NHS runs efficiently,
plans for the future, trains its staff, pays its bills and can account for its
actions. Information may also be needed to educate tomorrow's clinical staff and
carry out medical and other health research for the benefit of everyone.
Sometimes the law requires us to pass on information.
The NHS Central Register for England & Wales contains basic personal details
of all patients registered with a general practitioner. The register does not
contain clinical information.
You have a right of access to your health records.
EVERYONE WORKING FOR THE NHS HAS A DUTY TO KEEP INFORMATION ABOUT YOU CONFIDENTIAL.
You may be receiving care from other people as well as the NHS. So that we can
all work together for your benefit we may need to share some information about
you. We only ever use or pass on information about you if people have a genuine
need for it in your and everyone's interests. Whenever we can we shall remove
details which identify you. The sharing of some types of very sensitive personal
information is strictly controlled by law. Anyone who receives information from
us is also under a duty to keep it confidential.
THE MAIN REASONS FOR WHICH YOUR INFORMATION MAY BE NEEDED ARE:
• giving you health care and treatment
• looking after the health of the general public
• managing and planning the NHS. For example:
• making sure that our services can meet patient needs in the future
• paying your doctor, nurse, dentist, or other staff, and the hospital which
treats you for the care they provide
• auditing accounts
• preparing statistics on NHS performance and activity (where steps will
be taken
to ensure you cannot be identified)
• investigating complaints or legal claims
• helping staff to review the care they provide to make sure it is of the
highest standard
• training and educating staff (but you can choose whether or not to be
involved personally)
• research approved by the Local Research Ethics Committee. (If anything
to do
with the research would involve you personally, you will be contacted to see if
you are willing)
The practice complies with the guidlines established by the Freedom of Information
Act 2000 - Publication Scheme. You may obtain a printed copy of this on request from the
practice.
Freedom Of Information – Publication Scheme
The Freedom of Information Act 2000 obliges the practice to produce a Publication Scheme. A Publication Scheme is a guide to the ‘classes’ of information the practice intends to routinely make available.
This scheme is available from reception.
Removals
From The Register
We
are empowered to remove patients from our list if we have reasonable and fair
grounds for doing so. Patients will be warned before they are removed from the
list where this is possible and the PCT will be given an explanation in writing
as to the reason for the action. Such reasons could be:
- Violent or threatening behaviour
- Crime or deception
- Breakdown of doctor/patient relationship
A warning is not required when the patient is removed because they have moved
out of the practice area.
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