Practice Charter

Access To Patient Information

In order to provide you with the best possible health care, some services require us to share information with other health care agencies. You have a right to be fully informed of the uses to which information about you may be used. Anyone who receives information from us, about you, is under a legal duty to keep it confidential.

How To Access Your Records

You have a right to access your health records, subject to certain conditions. If you want to see information that is kept about you, please make a written request to the practice manager.

How To Help Your GP Help You

Is Your Visit Really Necessary?

There are many sources of good advice available as well as this website. There is the information rack of leaflets in the main reception of the surgery and there are also information leaflets that you can obtain from hospitals. The BMA Guide To Family Health is an excellent reference book. NHS Direct is keen to offer advice either through their booklet Not Feeling Well?, or on the telephone (0845 4647).

Is Your Illness Self-Limiting?

Most coughs, colds and sore throats only require treatment of troublesome symptoms; antibiotics are of no value. Having symptoms is normal: we will all get muscular aches and pains, backache and spots from time to time; these will usually settle without treatment.

Is Your Request Reasonable?

GPs have no training in either dentistry or law. You would not ask a plumber to fix your car!

What Do You Need From Your GP?

While you are waiting to see your GP, think about what questions you are going to ask and what is important on this occasion. GPs cannot provide a good service when they are swamped with a large list of complaints to deal with. Limit your problem list to one or two, the most important. Resist the temptation to add: “and whilst I am here, Doctor...”. Your GP will ask whatever further questions are necessary to establish a diagnosis.

Dress Appropriately

For instance, if you have a tummy problem and an examination is likely then do not arrive wearing your best corset! If you have a leg problem, wearing the latest tight jeans is not helpful. A recently washed foot is much more pleasant to examine than an unwashed one. Coats and hats can be safely removed and put on whilst in the waiting room.

If you are not able to attend an appointment then please telephone as soon as possible to cancel. Wasted appointments cause unnecessary delay for others, as does arriving late. Patients may not be seen if they are late, as the consultation remains at the discretion of the GP.

Only by you being thoughtful in your use of GP services will it be possible to provide a good service. Increase in demand will inevitably produce a decline in the quality of the service we can offer to our patients. This is not in the interest of the GPs or you, the patient.

Please help us to help you.

Patients' Rights and Responsibilities

Patients At This Practice Are Entitled To:

Be provided with services in a courteous, civil and co-operative manner.
A clear explanation of, and advice on, the patient's medical condition and any proposed treatment.
A referral for specialist medical opinion or other second opinion in appropriate circumstances.
Receive information via the practice notice board/website/newsletter of any relevant health promotion exercise and preventative medicine initiatives.
Absolute confidentiality of medical records maintained by the practice subject to any provisions for disclosure imposed or allowed by law.
Access their own personal health records, in accordance with the Data Protection Act (please contact the practice manager if you wish to view your records).
Have any formal complaint against the practice investigated and dealt with fairly, and according to the practice complaints procedure.
Request (either in writing or verbally) to be seen by a particular doctor. We shall endeavour to comply with this request, but need not do so if the preferred doctor is not able to, or has reasonable grounds for refusing.
Patients aged 16 - 74 who have not been seen at the practice for three years are entitled to a health check, on request.
An annual health check, on request, if they are aged over 75.
Ask or arrange for a chaperone to be present during intimate examinations.

The Practice Is Entitled To:

Receive co-operation, civility and courtesy from its patients at all times.

The Practice Will Not Accept:

Rudeness, threats or aggressive behaviour directed towards practitioners, staff or other patients, or repeated abuse of its facilities including emergency or out of hours service. The practice may remove from the list anyone who is violent or abusive.

Patient Responsibilities

Please inform the practice if you change your telephone number or name and address (remember to add your postcode).
Please make appointments that you know that you can keep and arrive on time. If for some reason you are unable to keep your appointment please inform the practice as soon as possible.
Be patient if your doctors are running late - on another occasion it might be you who needs the extra time.
Don't ask for another member of the family to be seen at your appointment without making prior arrangements.
Ask for a GP home visit only if you are too ill to go the surgery. If possible telephone before 10.30am.
Read the information on the website and the practice booklet. This will help you get the best from the service available.

Computerisation

The practice keeps some of your medical records on computer and we take all reasonable action to maintain the confidentiality of all data within the practice. We are registered as a computer user with the Data Protection Act.

Comments, Concerns or Complaints

Our aim is to provide you and your family with the standards of care and service you expect. Your views, good or bad, are always welcome as they help us to keep our standards high. If you want to comment, if you are concerned about any aspect of the service you have received from us or if you want to make a complaint, you are welcome to do so. Ask to speak to Mrs Ann Jacks.

Please note, we welcome constructive comments and suggestions about our service and have a suggestion box in reception.

Freedom Of Information - Publication Scheme

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.