Patient Charter

 

Confidentiality

 
Your medical records are confidential and will not be discussed with anyone without your consent. The NHS policy on the collection of data is explained below.
 
This practice complies with the Data Protection Act and the Access to Medical Records Act.

How you can help us

With Appointments

 
Please be patient. Although we endeavour to keep surgeries running to time it is inevitable that some patients will take longer than others. One day it may be you who needs extra time.
 
Please cancel if you are going to be unable to attend or you no longer need your appointment. Missed appointments lead to longer waiting times for everybody. If you tell us you won't be attending we can offer the appointment to someone else. Patients who persistently miss appointments will be written to and asked not to in the future. If they persist they may be removed from our patient list.
 

With visits

 
Please do not request a home visit unless it is strictly necessary. If you do need one, whenever possible please try to ring between 8.30 and 10.00 am to request it. This allows us to plan our rounds. The receptionist will ask questions concerning your symptoms so that urgent cases are seen first. This service is at the discretion of the doctors and should only be used if you are housebound or too ill to attend the surgery. We can see four or five patients in the surgery in the time it takes to make one house call so please do not request one unless it is strictly necessary, lack of transport or adverse weather conditions are not reasons for requesting a house call. Children can usually be brought safely to surgery.
 

With information

 
Please inform us of any changes in your contact details and address. Please ensure that you order repeat prescriptions in good time - we need 2 working days to get it ready for you.
 

With staff

 
We aim to treat all of our patients courteously at all times and we expect our patients to treat our staff in a similarly respectful way. We take seriously any threatening, abusive, or violent behaviour against any of our staff or other patients. If any of our patients should behave in such a manner they will be warned that if they do not stop they may exercise our right to take action to have them removed, immediately if necessary, from our list of patients.
 

Patient Care

 
We have Practice Protocols in place for certain common conditions. If you are advised to take certain actions to improve or maintain your health please bear in mind that these protocols will have been devised by the doctors.  This may include how to self treat colds or flu or it may be health advice given by the nurses or the health care assistant.
 

Collection of data

 
Your doctor and the team of health care professionals caring for you keep records about your health and any treatment or care you receive from the NHS. This information will either be written down (manual records) or held on computer (electronic records). These records are then used to guide and manage the care you receive. You may also receive care from organisations outside the NHS (Social Services for example). If so, we may need to share information about you so that everyone involved in your care can work together for your benefit. Where information needs to be shared we ensure that only information which is relevant is divulged and that it is treated in strictest confidence and within the principles of the Data Protection Act and Access to Medical Records Act. 
 

Concerns and Suggestions

 
We always aim to maintain the highest possible standards in the care of our patients. If you should feel that we have not done so, we have a concerns procedure which follows the guidelines laid down by the NHS. You may put your complaint in writing to the practice manager who will acknowledge it and then investigate your concerns. When the investigation is completed you will receive a full reply.
 
Any suggestions (and compliments!) may also be addressed to the practice manager.

Last updated: 17 July 2012