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Patients’ Charter
These are 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. 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; within half a working day
in cases of urgency; otherwise
within three working days. We will
arrange a home visit as appropriate
for those who are too ill or
infirmed to be brought to the
surgery.
TELEPHONE: We will try to
answer the telephone promptly and
ensure that there are sufficient
staff available to do this.
TEST RESULTS: If you have
undergone tests or X-rays ordered by
the practice we will follow up any
abnormal results and treat as
necessary.
RESPECT: Patients will be
treated as individuals and partners
in their health care, 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, and self-help which
can be undertaken without reference
to a doctor in the case of minor
ailments. The Treatment Room Nurses
are happy to discuss health
promotion with any interested
patients and can be contacted on
393399.
HEALTH RECORDS: Information
contained in your health records is
kept confidential at all times and
only disclosed to others for purposes
related to your health care (except
when you have given permission).
However, NHS auditors have a duty to
carry out routine checks of practice
records from time to time, to
determine if claims for payment by
the practice have been made
correctly. In the course of these
checks, it may be necessary to
verify details from patient records.
Such checks are undertaken in
accordance with strict guidelines
agreed with the Health Authority,
the Local Medical Committee and the
Community Health Council.
EVERYONE WORKING IN THE NHS HAS A
LEGAL DUTY TO KEEP INFORMATION ABOUT
YOU CONFIDENTIAL.
If you have any concerns or
objections about your records being
inspected for these purposes, please
notify the practice. Your wishes
will be respected.
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.
Please ask for home visits by the
doctor only when the person is too
ill to visit surgery.
Please keep your telephone call
brief and avoid calling during peak
morning time for non-urgent matters.
Test results take time to reach us.
The practice will contact you should
any treatment or follow up be
required. Enquiries about tests
ordered by the hospital should be
directed to that hospital, not to
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 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.
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Patient Confidentiality
We respect your right to privacy and
keep all your health information
confidential and secure. It is
important that the NHS keeps
accurate and up to date records
about your health and treatment so
that those treating you can give you
the best possible care.
This information may be used for
management and audit purposes,
however it is usually only available
to and used by those involved in
your care.
You have a right to know what
information we hold about you. If
you would like to see your records,
please call our practice manager or
one of his staff on 01778 393399.
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ZERO
TOLERANCE
We aim to treat our patients
courteously at all times and expect
our patients to treat our staff in a
similar and respectful way. We take
seriously any threatening, abusive
or violent behaviour against any of
our staff or patients. If patients
are violent or abusive they will be
warned to stop their behaviour. If
they persist we may exercise our
right to take action to have them
removed, immediately if necessary,
from our list of patients.
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