Practice Charter

Confidentiality

All patients’ records on file or on computer are totally confidential. Test results will only be given to the patient themselves. Information pertaining to your medical history will not be given to anyone else unless they are health professionals or we have written consent from the patient. All computerised information is protected under the Data Protection Act (1998).
Patients have the right to see their medical records and this can be arranged by writing to the Practice Manager. There is a charge made by the practice for this service.

Complaints

We always try to provide the best services possible, but there may be times when you feel this has not happened. The following information explains our in-house complaints procedure, drawn up to respond to patients' grievances. Our practice procedure is not able to deal with questions of legal liability or compensation. We hope you will use it to allow us to look into and, if necessary, correct any problems that you have identified, or mistakes that have been made. Please note that we have to respect our duty of confidentiality to patients and a patient’s consent will be necessary if a complaint is not made by them in person. If you wish to make a complaint please telephone or write to the Practice Manager.
We believe it is important to deal with complaints swiftly and we will try to address concerns, provide you with an explanation and discuss any action that may be needed within a reasonable time.

Comments And Suggestions

We are happy to accept and consider any constructive comments and suggestions from our patients with regard to the premises and services we offer. Please present your views in writing to the Practice Manager.

Zero Tolerance

The practice supports the national campaign relating to violent or abusive behaviour towards staff. Should a patient become violent while in the practice the police will be called and the patient will be removed from their GP's list. If a patient becomes verbally abusive towards any member of the team they will receive a warning letter. If there is a reoccurrence the patient will be removed from the premises and the GP's list.

Our team are here to help and assist you and we will not accept this type of behaviour at the practice.

The Patient Participation Group

The practice has established a Patient Participation Group (PPG). At present there are seven members with room for more.

There is a notice board in the surgery with a suggestion box. Enquiries, suggestions or comments in respect of practice services are welcome.

With changes coming in regard to health care; with patient participation seemingly high on the governments agenda; with practices going into consortia, the views of patients may well be sought and the group will be a conduit for this information.

The PPG is working closely with the practice and sees its role as a facilitator to build a supportive relationship with all the healthcare professionals and administrative staff.

The group can only be useful if it can inform, assist and support the patient experience. So, have your say, let us hear your voice, it will be heard. You can email your comments to haveyoursay1@live.co.uk

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.

Health Promotion

We encourage all our patients to share responsibility for their health. Most of the more serious diseases can be prevented by a healthy lifestyle. Please ask the doctor or nurse for help and advice.

Are You A Carer?

A carer is someone that looks after a family member, partner or friend in need of help because they are ill, frail or have a disability. The care they provide is unpaid. If you are a carer please let the receptionist or GP know. More information and support is available at Carers UK on 0808 808 7777.