CHARTER

PATIENTS’ RIGHTS AND RESPONSIBILITIES

We always try to provide a high quality service for our patients and our Patients' Charter Standards are displayed in the waiting room. If you would like a copy of these to take away please ask at reception.

We firmly believe that in order to provide the best service for our patients, both parties should work towards the standards set including the following:

• You have a right to request an appointment with a doctor or nurse. However, it may not always be possible for you to see the doctor of your choice. Please note that the doctors in the practice see each other's patients and that your records are held on computer so that the doctors can see your medical history.

• You have a responsibility to keep any appointment you make at the surgery. If you are unable to keep your appointment please contact us in advance.

• You have the right to request a repeat prescription and for this to be ready within 48 working hours - please see section on Repeat Prescriptions.

• You have a right to comment on the services provided - please see the section on Comments, Compliments and Concerns.

• The doctors and staff have a right to be treated with respect. We support the Government's NHS Policy of Zero Tolerance which says that:

"violence and abuse are growing concerns for GPs and their staff and they have the right to care for others without the fear of being abused".

Any instance where a patient shows violence, aggression or abuse to any member of staff may lead to a breakdown that damages the doctor-patient relationship of mutual trust and co-operation. In such circumstances the doctors may decide that they are no longer able to provide you with the services you require and you may be removed from the practice's list of patients.

HEALTH AND SAFETY NOTICE

Whilst we make every effort to ensure that all dangerous substances are kept out of reach of children, we would ask that parents do not leave young children unattended whilst in the building.

COMMENTS, COMPLIMENTS AND CONCERNS

We always try to provide the best service possible but there may be times when you feel this has not happened. We operate a complaints procedure according to a nationally agreed system for dealing with NHS complaints. Please ask at reception for a copy of our leaflet. Our practice manager, Mrs Sue Kelly, is equally happy to receive compliments as well as concerns!

We carry out an annual patient satisfaction survey about the practice and its services - if you are asked to participate we would welcome your comments.

CONFIDENTIALITY

All staff are bound by strict rules of confidentiality. As such, we will maintain your right to privacy and not discuss your medical condition with anyone who is not entitled to know about it.

We will not disclose information to third parties, eg insurance companies, without your explicit consent. You are entitled to view any reports we submit about you to third parties under the Access to Medical Records Act 1998.

We are a computerised practice and are registered under the Data Protection Act.

If you require any information about the practice under the Freedom of Information Act, please put this request in writing to Mrs Sue Kelly, practice manager. Please note there may be a charge for this information.

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.