Confidentiality

Use of computers and personal health information

 The practice is registered under the Data Protection Act 1998 and has robust systems in place to protect your confidentiality. The practice will ensure that patient confidentiality is maintained at all times by all members of the practice team.

Personal health information is used to monitor the practices screening activities.  Occasionally anonymised health information is sent to the PCT to monitor quality standards and for post-payment verification purposes. 

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The Freedom of Information Act Publication Scheme

The Freedom of Information Act 2000 obliges the practice to produce a publication Scheme. The Scheme is a guide to the ‘classes’ of information the practice intends to routinely make available on request. The first available print was 31^st October 2003.
 

Complaints & Suggestions

We welcome feedback as a positive way of improving services. Constructive comments and suggestions can be put in the box available in the waiting area. Please voice your concern at the time, in the hope that a minor anxiety can be dealt with immediately.

More serious matters regarding reception for instance, should be conveyed to the Senior Reception.

A serious complaint regarding any other matter should be addressed in writing, to the Senior Partner or Practice Manager.

Practice Charter

GPs’ Rights & Responsibilities

• You will be treated as an individual and will be given courtesy and respect at all times.
• You have the right to be treated confidentially.
• Respect for religious and cultural beliefs will be honoured.
• Normally we will answer the telephone promptly and courteously.
• You have a right to information about your own health (illness and treatment, possible side effects, prevention or recurring illness etc).
• We will offer medical advice and information for promotion of good health. You have the right to see your own medical records, subject to the limitations of the law. A charge will be made.
• Home visits will be made when requested and if a doctor feels that you are not well enough to attend the surgery. The final decision rests with the doctor.
• We may give you test results when you telephone the surgery for them, or you may be asked to make an appointment with the doctor to discuss them.
• On registering as a new patient, you will be offered a health check with our Health Care Assistant, Kelly-Jo Martin. You will not be registered until you have attended this check. This means that any appointment will be dealt with on a temporary/emergency basis only.If your doctor believes that you need a second opinion, then they will arrange this.
• You will be given a time to see a doctor in accordance with the system used in this practice. If there is a substantial delay for any reason, you will be given an explanation.
• On time, out of respect, we wish you to arrive on time for your appointment. GP’s can refuse to see you if you arrive too late.
• Repeat prescriptions will normally be ready with 48 hours from the surgery. All Hospital issued prescriptions must be dispensed at the Hospital Dispensary.
• Routine referral letters for hospital appointments will normally be despatched within five working days of the referral being agreed with the doctor. Urgent referrals for hospital appointments may be faxed, or provided as a handwritten note for the patient to take to the hospital.
• If you are 75 years or older, you will normally be offered an annual health check. 

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Patients Rights &  Responsibilities

• We ask that you treat our doctors and all practice staff with courtesy and respect.
• The first hour of the morning can be extremely busy. Please keep telephone calls brief. If possible, leave routine calls till later in the day.
• You are responsible for your own health and that of your children. Please take the advice given to you at the practice. Let us know immediately if you change your address or name and remember to give your phone number and postcode.
• Please speak to a member of the practice staff if you wish to see your medical records. This can then be arranged with your doctor. There will be a fee payable.
   Please contact the surgery between 9 and 10.30am for home visits during the day.
• Please ask for a night visit only if it is truly necessary.
• If tests are ordered for you, please ask your doctor or a member of staff about receiving the results.
• Please read the whole practice leaflet to get the best out of the services available.
• You can discuss any medical matter with the doctor, including asking for a second opinion
• It is your responsibility to keep your appointment or cancel in good time for us to offer it to someone else.
• It is your responsibility to give us plenty of time to arrange a repeat prescription without running out of your medication.
• Where an appointment or acknowledgement of a routine referral for a hospital appointment is not received within six weeks, contact the hospital concerned.
   It is your responsibility to have Hospital prescriptions dispensed at the time of your hospital visit.