Confidentiality

The surgery is responsible for the protection of information given to them by patients or obtained in confidence about patients. We take all steps necessary to ensure, as far as lies in our control, that the manual and computerised records which we keep, to which we have access, or which we transmit, are protected by effective security systems with adequate procedures to prevent improper disclosure.

Whilst we shall continue to presume you are happy for us to share relevant details with those to whom you agree to be referred, we can assure you that private medical information will not be released to non-medical third parties (such as insurance companies/employers) without your signed consent.

If we are asked to provide information about patients we will seek their consent to disclosure of information wherever possible, whether or not we judge that patient can be identified from the disclosure; ensure that the person given access to records will be subject to a duty of confidentiality; anonymise data where unidentified data will serve the purpose; keep disclosures to the minimum necessary.

Patients do have a right to object to such a process. Any objection will be respected, except where the disclosure is essential to protect the patient, or someone else from risk of death or serious harm.

Freedom of Information

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 makeavailable. This scheme is available from the surgery.

Comments & Complaints

If you have any problems with the surgery please ask to see or write to the practice manager. She will respond to any complaint within two working days.

We welcome any suggestions from patients and there is a suggestions box in the waiting room for your comments. The practice Complaints Policy is available from reception.è

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.

Practice Charter Standards

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 questions if you are unsure of anything.

Our Responsibilities 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 rooms.
• 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 for routine appointments. You should not wait more than 30 minutes in the waiting room without receiving an explanation for the delay.
• Access: You will have access to a doctor rapidly in case of emergency and, wherever possible, within half a working day in cases of urgency. We will arrange a home visit as appropriate for those whose medical condition prevents them from attending surgery.
• Telephone: We will try to answer the phone promptly and to ensure that there are sufficient staff available to do this. You should be able to speak to a doctor by telephone at certain times of the day.
• Test Results: If you have undergone tests or x-rays ordered by the practice, we will inform you of the results at your next appointment if available from the hospital. Otherwise we will advise you when and how to obtain the results.
• 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 the information which directly affects your health and the care being offered.
• Health Promotion: The practice will offer patients advice and information on steps they can take to promote good health and avoid illness, as well as self-help which can be undertaken without reference to a doctor in the case of minor ailments.
• 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.

Your Responsibilities 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 appointments. 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. Please telephone for results after 2.30pm each afternoon. 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 do not use the out-of-hours emergency service for anything other than genuine emergencies which cannot wait until the next surgery.