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.
We are committed to giving you the best possible service.
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 indicated on their surgery doors.
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 will have access to a clinician rapidly in case of an emergency and other routine cases within two weeks, maximum. We will arrange a home visit as appropriate for those who are too ill or infirm to be brought to the surgery.
We will try to answer the phone promptly and to ensure that there are sufficient staff to do this. You can request to speak to a doctor by telephone.
Patients will be treated as individuals and partners in their health care, irrespective of their ethnic origin or religious and cultural beliefs.
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.
The practice will offer patients advice and information on:
You have the right to see your health records, subject to limitations in the law. These will be kept confidential at all times.
Please telephone to ensure test results have been received before booking an appointment with the doctor to discuss them.
Help Us To Help You
We ask you for information so that you can receive proper care and treatment. We keep this information together with details of your care, because it may be needed if we see you again.
We may use some of this information for other reasons: for example to help us protect the health of the public generally and to see that the NHS runs efficiently, plans for the future, trains its staff, pays its bills and can account for its actions. Information may also be needed to help educate tomorrow's clinical staff and to carry out medical and other health research for the benefit of everyone.
Sometimes the law requires us to pass on information: for example to notify a birth.
The NHS Central Register for England & Wales contains basic personal details of all patients registered with a general practitioner. The register does not contain clinical information.
You have a right of access to your health records.
EVERYONE WORKING FOR THE NHS HAS A LEGAL DUTY TO KEEP INFORMATION ABOUT YOU CONFIDENTIAL.
You may be receiving care from other people as well as the NHS. So that we can all work together for your benefit we may need to share some information about you.
We only ever use or pass on information about you if people have a genuine need for it in your and everyone's interests. Whenever we can we shall remove details which identify you. Law strictly controls the sharing of some types of very sensitive personal information.
Anyone who receives information from us is also under a legal duty to keep it confidential.
We are happy to accept and consider comments and suggestions from our patients. Please present your views in writing at reception or use our suggestion box.
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 Ombudsman. 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.
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 reception.
We have an active patient focus group who meet every two months. If you would be interested in joining this group or think you might have any comments or suggestions, please ask our receptionist who can give you a contact number for one of our patient group representatives.
111 is the NHS non-emergency number. It's fast, easy and free. Call 111 and speak to a highly trained adviser, supported by healthcare professionals.
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