Practice Policies

You are entitled by law to have access to your medical records which were written after 1st November 1991. Please contact Reception for further information.

We look forward to receiving suggestions and/or compliments which may result in improvement of the service that you receive. Please help us to help you!

Our practice operates a procedure as part of the NHS system for dealing with complaints. If you wish to make a complaint please write to our Practice Manager Susan Dillon, or ask at reception for a complaint form which gives details of complaints procedure.

Our aim is to give you the highest possible standard of care and we aim to deal swiftly with any problems that may occur.

We ask you for personal information so that you can receive appropriate care and treatment. This information is recorded on computer and we are registered under the Data Protection Act. All staff are bound by strict rules of confidentiality. Patient confidentiality is maintained at the highest level by all members of the practice team. However, please remember that for the effective functioning of a multi-disciplinary team it is sometimes necessary that medical information about you is shared between members of the team.

CONTENT TO COME

We aim to provide the best possible service to our patients and hope you will feel that we achieve that aim.

The care of your health is a partnership between yourself and the primary health care team. The success of that partnership depends on an understanding of each other’s needs and co-operation between us.

Our Responsibility To You

• You will be greeted courteously
• You have a right to confidentiality
• You have the right to see your medical records subject to the limitations of the law
• You will be seen on the same day if your appointment is urgent
• You will be seen by the doctor of your choice whenever possible
• You will be informed if there will be a delay of more than 20 minutes for your appointment
• You will be referred to a consultant when your GP thinks it necessary
• You will be given the result of any test or investigation on request as per practice procedure or at your next appointment
• Your repeat prescription will be ready to collect within 48 hours or two working days of your request
• Your suggestions and comments will be dealt with as swiftly as possible through our practice complaints procedure.

Your Responsibility To Us

• Please treat all staff with the same respect - we are all just doing our job
• Do not ask for information about anyone other than yourself
• Tell us of any change of name, address or telephone number so that our records are accurate
• Only request an urgent appointment if appropriate. Home visits should only be requested if you are really too ill to attend the surgery
• Please cancel your appointment if you are unable to attend - someone else can use it
• Please be punctual, but be prepared to wait if your own consultation is delayed by an unexpected emergency. If you arrive late, you may not be seen and, in this case, will have to arrange another appointment
• Please allow sufficient time for your consultant’s letter or the results of any test to reach us
• Use the tear-off slip to request your repeat prescription. Please attend for review, when asked, before your prescription is due
• Do let us know whenever you feel we have not met our responsibility to you
• We would, of course, be pleased to hear your compliments when you feel praise is due.

In the event of irretrievable breakdown of the patient/doctor relationship, a doctor may remove a patient from the practice list. The patient will be notified of this occurrence and will also receive written notification from Practitioner Services. The patient may register with any other practice within the area or, if having difficulty, will be allocated to a practice list by the Practitioner Services Registration Department.

Zero Tolerance Against Violence

The NHS Zero Tolerance Zone is a nationwide campaign to stop violence against staff working in the NHS. The Government is determined to ensure that staff who spend their lives caring for others are not rewarded with intimidation and violence. Violence means any incident whereby a GP or any member of staff is abused, threatened or assaulted in circumstances related to their work, involving an explicit or implicit challenge to their safety, wellbeing or health. Violence against staff working in the NHS is a crime and employers are working with the police locally to prevent it.

If you require any further information please see website www.nhs.uk/zerotolerance or speak to the practice manager.

Practice Notice

We believe the majority of our patients would be shocked to learn that the level of verbal abuse and threatening behaviour towards our staff has increased significantly. This is distressing for them and takes up valuable time which could be used to assist others.

We have a duty of care to our staff as well as our patients. Staff have a right to come to work without fear of violence and abuse. Verbal abuse, swearing, shouting and threatening staff is totally unacceptable and will not be tolerated.