|
|
Practice
Charter
Comments
And Suggestions
We
are happy to accept and consider comments and suggestions from our patients.
Please
present your views in writing at reception or use the suggestion box.
Complaints
We
always try to provide the best service 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 patient grievances.
If you wish to make
a complaint, please telephone or write to our practice manager. We believe it
is important to deal with complaints swiftly so you will be offered an appointment
for a meeting to discuss the details.
Confidentiality
Your
medical records are held in the strictest confidence. The practice is computerised
and registered under the Data Protection Act of 1998. It is a practice and a legal
requirement that all staff maintain confidentiality of patients' records.
Who Holds And Gives Access To Records?
- GPs.
- Other healthcare professionals.
Who Can See Your Medical Records?
- You.
- Anyone who has your written permission.
- Your parent or guardian if you are under 16 and you agree or if the person holding your records
feels it is in your best interests.
- A representative appointed by the court if you cannot manage your own affairs.
- After you have died, your personal representative.
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.
Private Medical Services
Medical examinations for life assurance, pre-employment medicals, HGV
licence, travel vaccinations and completion of private medical forms are undertaken by arrangement with the doctor
who will usually see you at the surgery. These and certain other services are not covered by the NHS and will
attract a fee which has been recommended by the British Medical Association. Please contact reception for an
appointment and advice regarding the fee.
Review Of Patient Health
Patients aged 16 - 75 have the right to routinely consult
a doctor at least every three years to review any health concerns, and in cases of patients
aged 75 and over, yearly.
The Rights And Responsibilities Of Patients
Rights
- To be treated with respect.
- To receive appropriate treatment.
- The practice shall endeavour to comply with any reasonable preference expressed
to see a particular doctor. However, the practice will reserve the right to offer
an alternative doctor if the preferred doctor is not immediately available.
- To make a complaint.
Responsibilities Of Patients
- To treat staff with respect.
- To keep appointments; one patient per appointment only.
- Not to make unreasonable requests. In certain circumstances the doctor has a
right to make a complaint against a patient.
Zero Tolerance
The practice considers aggressive behaviour to be any personal,
abusive or threatening comments, bad language, physical contact and aggressive gestures. In keeping with the
rest of the National Health Service, we operate a zero tolerance policy with respect to the protection of all
staff.
This means that no abuse of doctors or staff is acceptable whether verbal or physical and any patient behaving
in this manner will be removed from the practice list with immediate effect. In some cases the police will be
informed.
|
