|
|
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
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.
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
|
