The Practice Aims
We
Undertake To:
- Treat you to the very best
of our ability, within the resources available to us.
- Treat you with courtesy
and respect at all times.
- Visit you in your home
only when you are too ill to come to the surgery.
- Provide you with emergency
care.
- See urgent cases at the
earliest opportunity.
- Maintain confidentiality.
- Deal with complaints promptly.
What
We Expect From You
- Treat us with respect
and courtesy at all times.
- Help the receptionist to
help you. Please do not give misleading information in order to secure an urgent
appointment if a routine appointment will suffice.
- Ask for night visits only
when absolutely necessary. Please do not call out the duty doctor after hours
for routine/non-urgent matters.
- Do not request a home visit
unless you are too ill or unfit to travel.
- Familiarise yourself with
our appointment system and keep your appointment on time.
- Let us know when you no
longer need an appointment or cannot keep it so that it can be offered to someone
else.
- Do not ask doctors to see
more than one person during one appointment.
- Co-operate and be understanding
when we are busy or over-stretched and remember that delays can happen, usually
because someone needs our help more urgently or is needing more time during a
consultation.
ZERO TOLERANCE
We strongly support the NHS policy on zero tolerance. Anyone attending the surgery who abuses the GPs, staff or other patients be it verbally, physically or in any threatening manner whatsoever, will risk removal from the practice list. In extreme cases we may summon the police to remove offenders from the practice premises.
COMMENTS,
SUGGESTIONS AND COMPLAINTS
We are always interested to know what you think of the services we offer. We realise
that there are times when you may need to comment about our work and others when
you may have cause for complaint. If you have a comment or suggestion, please
write to the practice manager, Carol Willis.
If you are not satisfied with our service, please tell any member of staff. You
will be asked for a few details and these will be passed straight to the practice
manager. You will also be given a copy of our formal complaints procedure.
We expect that any grievance or misunderstanding can be resolved by this method.
In keeping with the NHS policy regarding the protection of its entire staff, anyone
who is violent or abusive in any way to any member of staff may be removed from
the practice list with immediate effect and without a second chance. Extreme cases
will result in being reported to the police. This applies to all patients and
all members of staff, not just the GPs, and includes contact over the phone.
CONFIDENTIALITY
OF PATIENT RECORDS
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
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 help educate tomorrow's clinical staff
and to carry out medical and other health research for the benefit of everyone.
Sometimes the law requires us to pass on information: for example, to notify a birth.
The NHS Central Register for England and 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 LEGAL 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 under a legal duty to keep it confidential.
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.
|
