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.

Freedom of Information

The practice has produced a Publication Scheme, which is a guide to information that the practice may make available. This was produced in accordance with the Freedom of Information Act 2000, and a copy is available from the practice manager.

Comments & Complaints

All members of the Primary Health Care Team at this practice are keen to provide patients with the best possible care. Therefore, if any patient has a suggestion or constructive criticism for improving our services, please contact our practice manager.

Complaints Procedure

We always try to provide the best services 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. Our practice procedure is not able to deal with questions of legal liability or compensation. We hope you will use it to allow us to look into and, if necessary, correct any problems that you have identified, or mistakes that have been made.

If you use this procedure it will not affect your right to complain to the Health Services Authority. Please note that we have to respect our duty of confidentiality to patients and a patient's consent will be necessary if a complaint is not made by the patient in person.

If you wish to make a complaint, please telephone or write to our practice manager. Full details will be taken and a decision made on how best to undertake the investigation. We believe it is important to deal with complaints swiftly, so you will be offered an appointment for a meeting to discuss the details within 10 days. Occasionally it may take longer, but we will keep you informed throughout. You may bring a friend or relative with you to the meeting. We will try to address your concerns, provide you with an explanation and discuss any action that may be needed.

The Health Service Ombudsman in England

The Parliamentary and Health Service Ombudsman website contains detailed information on raising a complaint about any aspect of the NHS in England. There is also a leaflet explaining the procedure of bringing a complaint to the ombudsman.

Practice Charter

These are the local standards set within this practice for the benefit of our patients. It is our job to give you treatment and advice. Following discussion with you, you will receive the most appropriate care, given by suitably qualified people. No care or treatment will be given without your informed consent. In the interest of your health it is important for you to understand all the information given to you. Please ask us questions if you are unsure of anything.

Our Responsibility to You

We are committed to giving you the best possible service.

Names:People involved in your care will give you their names and ensure that you know how to contact them. The surgery should be well signposted and the doctors' or nurses' names are indicated on their surgery doors.

Waiting Time: We run an appointment system in this practice. You will be given a time at which the doctor or nurse hopes to be able to see you. You should not wait more than 20 minutes in the waiting room without receiving an explanation for the delay.

Telephone: We will try to answer the phone promptly and to ensure that there is

sufficient staff available to do this. You should be able to speak to a doctor by telephone.

Respect: Patients will be treated as individuals and partners in their healthcare,

irrespective of their ethnic origin or religious and cultural beliefs.

Information: We will give you full information about the services we offer. Every effort will be made to ensure that you receive that information which directly affects your health and the care being offered.

Health Records: You have the right to see your health records, subject to limitations in the law. These will be kept confidential at all times.

Referrals: Routine referral letters for hospitals will normally be dispatched within three working days of the referral being agreed with the doctor. Urgent referrals may be faxed, hand-written or telephoned to the relevant hospital normally the same day.

Your Responsibility to Us

Help us to help you

Please let us know if you change your name, address or telephone number.

Please do everything you can to keep your appointment.

Tell us as soon as possible if you cannot. Otherwise, other patients may have to wait longer.

We need help too.

• Please ask for home visits by the doctor only when the person is too ill to visit the surgery.
• Please keep your phone call brief and avoid calling during the peak morning time for non-urgent matters.
• Test results take time to reach us, so please do not ring before you have been asked to do so. Enquiries about tests ordered by the hospital should be directed to the hospital, not the practice.
• We ask that you treat the doctors and practice staff with courtesy and respect.
• Please read our practice booklet. This will help you to get the best out of the services we offer. It is important that you understand the information given to you. Please ask us questions if you are unsure of anything.
• Remember, you are responsible for your own health and the health of your children. We will give you our professional help and advice. Please act upon it.
• Please ask if you wish to see your doctor.