Cookstown Health Centre

PRACTICE CHARTER

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.

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.

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.

• GPs.
• Other healthcare professionals.

• 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.

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.

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.

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

• 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.

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.