Confidentiality

We ask you for personal information so that you can receive appropriate care and treatment. This information is recorded on computer and we are registered under the Data Protection act. The practice will ensure that patient confidentiality is maintained at all times by all members of the practice team. However, for the effective functioning of a multi-disciplinary team it is sometimes necessary that medical information about you is shared between members of the team. Prescriptions and some of the consultation records are run purely on computer. This enables us to analyse various aspects of health care and to produce an annual practice report.

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 the practice manager.

Access to Health Records

You are entitled by law to have access to your medical records. Please apply in writing to the practice manager. An access fee may be charged together with the cost of any photocopies.

Comments & Suggestions

We are very happy to receive constructive comments and suggestions for improving our service to patients. Similarly, if you have a complaint we will deal with it in a constructive way. Please write or speak to the practice manager. A leaflet detailing our complaints procedure is available from reception. .

The Health Service Ombudsman

The Health Service Ombudsman has published a booklet that describes the ‘six principles for remedy’ in relation to complaints handling and involves:

1. Getting it right
2. Being customer focused
3. Being open and accountable
4. Acting fairly and proportionately
5. Putting things right
6. Seeking continuous improvements

If you remain unhappy after everything has been done to try to resolve your concern or complaint you have the right to approach the Ombudsman.
Tel: 0345 015 4033
Email: phso.enquiries@ombudsman.org.uk
Write: Millbank Tower, Millbank, London SW1P 4QP.

PALS (Patient Advice and Liaison Service)

The NHS employs over a million staff in thousands of locations. It is a large and complex organisation providing a broad range of services. It is not surprising that sometimes you or a loved one may feel bewildered or concerned when using the NHS. And this can be at times when you are feeling at your most vulnerable and anxious.

So, what should you do if you want on the spot help when using the health service? The NHS expects all members of staff to listen and respond to you to the best of their ability. But sometimes, you may wish to talk to someone employed especially to help you. The Patient Advice and Liaison Service, known as PALS, has been introduced to ensure that the NHS listens to patients, their relatives, carers and friends, and answers their questions and resolves their concerns as quickly as possible.

PALS also helps the NHS to improve services by listening to what matters to patients and their loved ones and making changes, when appropriate.

What does PALS do?

In particular, PALS will:

• Provide you with information about the NHS and help you with any other health-related enquiry
• Help resolve concerns or problems when you are using the NHS
• Provide information about the NHS complaints procedure and how to get independent help if you decide you may want to make a complaint
• Provide you with information and help introduce you to agencies and support groups outside the NHS
• Inform you about how you can get more involved in your own healthcare and the NHS locally
• Improve the NHS by listening to your concerns, suggestions and experiences and ensuring that people who design and manage services are aware of the issues you raise
• Provide an early warning system for NHS Trusts and monitoring bodies by identifying problems or gaps in services and reporting them.

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Find out more

If you would like more information about PALS, the functions it is intended to provide and the standards it should strive to achieve , follow this link.

Staff Protection

A zero tolerance policy towards violent, threatening and abusive behaviour is now in place throughout the National Health Service. The staff in this practice have the right to do their work in an environment free from such behaviour and everything will be done to protect that right. At no time will any violent, threatening or abusive behaviour be tolerated in this practice. If you do not respect the rights of the staff we may choose to inform the police and make arrangements for you to be removed from our medical list.

Rights and Responsibilities

Patients’ Rights To General Medical Services Patients have the right to:

• Be registered with a general practitioner
• Change doctor if desired 
• Be offered a health check on joining the practice 
• Receive emergency care at any time from the practice
• Receive appropriate drugs and medicines 
• Be referred for specialist or second opinion if they and their GP agree
• Have the right to view their medical records, subject to the relevant Acts

Furthermore the practice pledges that:

• We will respect our patients’ privacy and confidentiality at all times
• When changes are introduced to practice procedures that affect patients, we will ensure that these are clearly explained, by means of waiting room noticeboard or individual leaflets
• We expect patients to be seen within 20 minutes of their appointment time, and in the event of a delay we will offer an explanation 
• When a doctor is called away on an emergency we inform the patients and give them an opportunity to book an alternative appointment or, if preferred, to be seen by another doctor Patient Responsibilities
• Courtesy to the staff at all times – remember they are working under doctors’ orders 
• To attend appointments on time or give the practice adequate notice that they wish to cancel. Someone else could use your appointment!
• Remember that an appointment is for one person only. Where another member of the family needs to be seen or discussed, another appointment should be made. 
• Patients should arrive on time for their appointment. If a patient is more than 10 minutes late they may be asked to rebook their appointment
• Patients should make every effort when consulting the surgery to make best use of nursing and medical time – home visits should be medically justifiable and not requested for social convenience 
• Please observe the 48 hours’ notice required for repeat prescriptions. Please do give us this time as it is to allow for accurate prescribing
• Out-of-hours calls (eg evening, nights and weekends) should only be requested if they are felt to be truly necessary