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Patients'
Charter Standards
These are the local standards
set within the practice for the benefit of our patients. Following discussion
with you, you will receive the most appropriate care, given by suitably qualified
people. No treatment or care will be given without your informed consent. In the
interests of your health it is important that you understand all the information
given to you. Please ask us questions if you are unsure of anything.
What We Will Do For You
| Respect: |
We will provide a caring
professional service at all times. |
| Waiting Times: |
We will provide you
with an explanation if you are kept waiting for more than 30 minutes.
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| Telephone: |
We will try to answer the telephone promptly and ensure there are enough staff
to do this. |
| Information: |
We will give you full
information on the services we offer. |
| Treatment: |
We will help you receive
the most appropriate care including emergency care when you need it. We will refer you for a specialist opinion
when you and the doctor agree it is needed. |
What You Can Do For Us
Treat us and our staff with courtesy and respect.
Ask for an urgent appointment only when it is necessary.
Ask for a night visit only when it is necessary.
Ask for a home visit only when the patient is too ill or infirm to attend the practice.
Attend your appointment punctually.
Let us know as soon as possible if you are unable to attend your appointment.
Tell us about any complaints or misunderstandings as soon as possible to allow us to deal with
them directly.
Comments, Suggestions & Complaints
We aim to provide the best service for our
practice population, within the resources available to us, and are happy to accept and consider your comments
and suggestions on how our systems can be improved. Please present your views in writing to the practice manager.
We have a practice-based complaints procedure. If you wish to make a complaint, please ask
the receptionist for a copy of our complaints procedure. This leaflet will explain
how to complain and who to address your complaint to. Alternatively, you can speak
to Sarah (Practice Manager) or Mary (Assistant Practice Manager).
Confidentiality
All patient records and information are treated with the strictest confidentiality and we comply
with the Data Protection Act 1998.
Clinical Audit
Information on your records may be used for the purposes of clinical audit. Clinical audit is essential to the provision of good care and involves reviewing the care that you have recieved so as to ensure that future is safe and to the standard which you could reasonably expect.
There is no risk of information about you being made public as a result of a clinical audit as all data is anoymised. However, you have a right to object to your records being used in a clinical audit. If you wish to object please inform the practice so that measures can be put in place to stop your records being used for audit purposes.
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.
Choose And Book
If you and your GP decide that you need to see a specialist for further treatment, you can now choose where to
have your treatment from a list of hospitals or clinics. Your GP will discuss options with you and provide you
with the necessary information to arrange your own outpatient appointment at your convenience.
Further details/explanations are available within a leaflet provided to you by your GP.
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.
Carers
If you have responsibility for the care of another person please let us know so that our records are complete.
This enables us to provide you with the best possible care.
Personal Health Information
| We ask you for |
Details about yourself
Details of your medical history |
| We record the information |
In your electronic/manual health
records |
We will only give other medical
professionals information
about you |
To help them provide you with the best
possible care |
If necessary, for your care, we
may give other appropriate
services information about you |
eg to Social Services or
other health services |
| We only use this information |
To maintain and assist us in
providing you with the best
possible care within the practice |
Your Rights:
You have the right to see the data we hold about you, by making a
formal written request to the Practice Manager.
If you do not wish any of your information to be used in the manner
highlighted above, please notify the Practice Manager in writing. Your health records will then be noted
accordingly.
WE KEEP YOUR DATA SAFE AT ALL TIMES, IN ACCORDANCE
WITH THE DATA PROTECTION ACT 1998
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