Practice Charter

Your Rights And Responsibilities As A Patient

  • To treat all staff with respect and courtesy at all times.
  • To tell us if you are unsure about the treatment we are offering you.
  • To request such a visit if at all possible before 10.00am.
  • Please do not request home visits unless you are housebound or genuinely too ill to attend the surgery.
  • If you are unable to attend an appointment, please cancel as early as possible, as this frees the appointment for someone else.
  • To be punctual for appointments, and to make a separate appointment for each member of the family wishing to see the doctor.
  • Not to expect a prescription from every consultation with a doctor. There may be other options for treatment.
  • To let us know when you change your address or telephone number.
  • Please help the receptionists to help you. Do not mislead them by making a non-urgent matter seem like an emergency. It is unfair on the patients who really have emergencies.
  • The surgery is particularly busy from 8.00 to 10.00am; please keep your telephone calls as brief and to the point as possible.
  • Rudeness and/or violence towards the staff will not be tolerated.
  • We always welcome suggestions as to any changes we can make to improve patient care and the services we offer. If you have any suggestions, please let us know by putting your idea in writing to the practice manager.

Confidentiality

All staff in the practice are bound contractually to maintain patient confidentiality and any proven breach of this will be treated extremely seriously.

We respect your right to privacy and keep all your health information confidential and secure. Confidentiality also extends to patients' family members. Medical information relating to you will not be divulged to a family member or anyone else without your written consent.

As we are a computerised practice, all our patient records are kept on computer and we can assure patients of complete confidentiality.

Your rights are protected as we are registered under the Data Protection Act 2018.

It is important that the NHS keeps accurate and up-to-date records about your health and treatment so that those treating you can give you the best possible advice and care.

However, for the effective functioning of a multi-disciplinary team it is sometimes necessary that medical information about you is shared between members of the practice team.

The patient's rights in relation to disclosure of such information are covered by the practice's registration under the Data Protection Act and we follow the guidance issued by the GMC in ‘Confidentiality: Protecting and Providing Information’ which explains circumstances in which information may be disclosed.

This information is only available to those involved in your care and you should never be asked for personal medical information by anyone not involved in your care.

The practice participates in studies and surveys to improve patient care. You may be asked to complete questionnaires from time to time but you have our assurance that these will be handled in an entirely confidential manner, as is all patient-related data. Your participation in any aspect of external evaluation or research is optional.

You have a right to know what information we hold about you. If you would like to see your records, please speak to reception.

Comments & Suggestions

We do our utmost to have a harmonious environment and efficient surgery, but if you are unhappy with our procedure and you wish to air a grievance. You can fill the complaint form by clicking here. All complaints will be taken seriously and investigated quickly and impartially. The Practice Manager will carry out a thorough investigation and inform you of the outcome. You may send it to us in writing.

We shall acknowledge your complaint within 10 working days and aim to have looked into your complaint within 30 working days of the date when you raised it with us.

We shall then be in a position to offer you an explanation, or a meeting with the people involved. When we look into your complaint, we shall aim to:

  • Find out what had happened and what went wrong
  • Agree a plan on how your complaint will be dealt with and the timescales involved
  • Make it possible for you to discuss the problem with those concerned, if you would like this
  • Make sure you receive an apology where that is appropriate
  • Identify what we can do to make sure the problem doesn’t happen again

Complaining To External Bodies

We hope that if you have a grievance you will use our practice complaints procedure. We believe this will give us the best chance of correcting whatever has gone wrong and an opportunity to improve our services.

Nevertheless, this does not affect your right to approach NHS England.

If you feel you cannot raise your complaint with us, you should contact the Complaints Manager at NHS England.

The Complaints Manager may be contacted on 0300 311 22 33 or by writing to the complaints manager at NHS England, PO Box 16738, Redditch, B97 9PT.

NHS England also operates a Patient Advice and Liaison Service (PALS) which can often help resolve any problems before they become complaints. To speak to a PALS officer, ring 0300 311 22 33.

In addition, ICAS (Independent Complaints Advocacy Service) are available to help you through the complaints process. Their services are free of charge and they can be contacted on 0330 440 9000 for Local Office.

If you are dissatisfied with the result of our investigation you can contact the Parliamentary and Health Service Ombudsman:

  • By telephone: 0345 015 4033; or
  • In writing to:
    The Parliamentary and Health Service Ombudsman
    Millbank Tower
    Millbank
    London
    SW1P 4QP; or
  • By e-mail: phso.enquiries@ombudsman.org.uk

If you have a genuine concern about a staff member or regulated activity carried on by this practice then you can contact the Care Quality Commission on 03000 616161, or alternatively visit the following website: www.cqc.org.uk.

Zero Tolerance

We aim to treat all our patients courteously irrespective of race, colour, creed or sexual orientation and we expect patients to behave towards our staff in a similarly respectful manner. Anyone attending the practice who abuses GPs, staff or other patients in a threatening, abusive or violent manner, or who acts in a discriminatory manner will risk immediate removal from our practice list. In certain cases the police will be called.

Freedom Of Information

Please note we require the same 72-hour period to “convert” any outpatient prescription that you may be given by a consultant (following referral) to an NHS script. 

Carer's Register

The practice maintains a register of those who care for a relative or friend. If you are a Carer please complete and forward the below Carer / consent registration form to reception.

CARERS REGISTERATION FORM.doc

PATIENT CONSENT FORM FOR CARERS TO ACCESS MEDICLA RECORDS.doc

Consent (Children Under 16)

Where it is considered appropriate by parents, or where an adolescent does not wish the presence of an adult, a child may give the legal consent for their own treatment.

Under these circumstances the Clinician must be satisfied that the child has a full understanding of the advice and treatment being provided.

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