Patient Information

All members of staff have an obligation to safeguard the confidentiality of personal information. This is governed by law, their contracts of employment and professional codes of conduct.

Written consent must always be obtained from the patient to divulge any information to a third party.

This will be kept on your medical records.

Patient and Carer Information

Verbal permission must be obtained from the patient and carer before divulging information documented in records.

In certain cases, written consent should be obtained and must be filed in the patient’s notes.

OUR RESPONSIBILITY TO YOU:

• You will be greeted courteously
• You have a right to confidentiality
• You have a right to see your medical records subject to the limitation of the law.
• You will be seen the same day if your problem is urgent
• You will seen by your preferred doctor whenever possible
• You will be informed if there is a delay of more than twenty minutes for your appointment
• Your repeat prescription will be available for collection within two working days of your request.
• Your suggestions and comments about the services offered will be considered sympathetically and any complaints dealt with quickly

YOUR RESPONSIBILITY TO US

• To treat all staff politely and with respect
• To attend appointments on time
• To give the practice adequate notice of any cancellation (Remember, someone else may be grateful for your appointment!)
• Do not ask for information about anyone other than yourself
• To tell us of any change of name, address or telephone number so that we hold accurate information on our records
• Only request an urgent appointment if absolutely necessary. Home visits should only be requested if you are too ill to attend surgery, and night visits should be for emergencies only.
• To allow sufficient time for Consultant letters or test results to reach us
• To allow two working days for repeat prescriptions to be ready
• To let us know whenever you feel we may not have met our responsibility to you. (Of course we would always be pleased to hear if you feel praise is due!)

We hope that you will enjoy good health while a patient at this practice

Complaints

The doctors and staff will try to provide the best treatment for all patients at all times. If you have a complaint about the treatment you or someone you care for has received we provide a surgery based procedure.

All complaints will be investigated by the practice manager or the doctor in the practice nominated to deal with complaints. All complaints will be responded to within five days and investigated and reported back to the patient within four weeks. This procedure is part of the NHS system for dealing with complaints and has been approved by the Primary Care Services Authority (PCSA). If you feel that your complaint has not been satisfactorily dealt with, you have the right to complain formally to the PSCA. We can advise you of the procedure should you feel this is the best course of action for you.

We welcome any suggestions as to how we can improve the services we offer.

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Zero Tolerance

Unacceptable behaviour that causes harm or fear of harm to any person or persons within the surgery, its car parking area and grounds will not be tolerated.

Practice procedures following any incidence of violence or aggressive behaviour are: