The Milton Surgery

Complaints

Our practice is governed by "the Local Authority Social Services and National Health Service Complaints (England) Regulations 2009". If you do have cause for complaint please ask to see the practice manager or pick up a leaflet at reception. Full details are on display in reception.

Our Aim

Our aim is to provide expert and friendly personal health care for you and your family. Your suggestions and ideas are always welcome and if you have any worries or complaints, please contact our practice manager.

Suggestion Box

This is placed in the waiting room for your comments.

Staff Protection

Staff, doctors and nurses have the right to work in an environment free from violent, threatening and abusive behaviour, and a policy of zero tolerance for such behaviour is now in place in the National Health Service.

Violent, threatening or abusive behaviour will not be tolerated in the surgery, and if you do not respect the rights of the staff, doctors and nurses we may choose to inform the police and make arrangements for you to be removed from our medical list.

Patient Records

Under the Data Protection Act 1998 you are entitled to access your clinical records or other personal information. To do so please contact the practice manager.

Protecting Your Information

The health professionals caring for you keep records about your health and the treatment you receive. This information is used to help them decide the best possible care and treatment for you.

Everyone working for the NHS has a legal duty to maintain the highest level of confidentiality. Generally, your records will only be seen by those involved in providing or administering your care. A few administrative processes require information that may identify you. We will share relevant information about you with other health care organisations treating you. We will talk to you before information is shared to ensure that we act with your consent. If you are unable to give your consent for any reason, we will only share information where it is clearly in your best interest to do so. To help us keep our records accurate and up to date please advise us of any changes to your personal information such as name or contact details.

If you want to know more about your records please refer to the leaflet held in reception entitled "Your Health Record, Protecting Your Information" or talk to a member of our staff

Freedom Of Information – Publication Scheme

GP's Responsibilities

• You will be treated as an individual with courtesy and respect at all times. You have the right to confidentiality.


• Your religious and cultural beliefs will be honoured.


• You have a right to information about your own health (illness, 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 may be made.


• Home visits will be made when requested and if the doctor feels that you are not well enough to attend the surgery. The final decision rests with the doctor.


• We may tell you your test results when you telephone the surgery, or you may be asked to make an appointment to discuss them with the doctor.


• If your doctor believes that you need a second opinion, then this will be arranged.


• Routine referral letters for hospital appointments will normally be sent within three working days of the referral being agreed with the doctor. Urgent referrals may be faxed, telephoned or provided as a handwritten note for the patient to take to hospital.


• Whenever possible the telephone will be answered promptly.


• New patients will be offered a health check with the practice nurse.


• Patients over 75 will normally be offered an annual health check.

Patient's Responsibilities

• Treat all of our staff with courtesy and respect.


• Advise us of changes in names and addresses.


• Do not be late for your appointment.


• Inform us as soon as possible if you are unable to keep your appointment.


• Remember to allow 48 hours for a repeat prescription.


• Do not ask for a home visit unless it is really essential.


• Do not expect the doctor to see two members of your family when you have only booked one appointment.


• Keep your telephone calls short, and make non-urgent calls in the afternoon. Calls to find out the results of tests should be made after 4.00pm.


• Speak to a member of staff if you wish to see your medical records. A fee may be payable.


• You are responsible for your own health and that of your children. Please act on the advice given by the surgery.


• Where an appointment or acknowledgement of a routine referral for a hospital appointment is not received within six weeks please contact the surgery.

Further information on the rights and responsibilities of patients is available on:
www.pfc.org.uk/medical/pchrt-e1.htm