Policies

This practice is committed to fair treatment of all patients and staff. We do not discriminate on the basis of creed, colour, age or gender. We insist that all staff adhere to this code and similarly expect the same conduct from our patients.

Rude and aggressive behaviour is unacceptable and any patients behaving discourteously will be removed from the list.

If you have a complaint about any member of staff or any administrative problems within the practice, or wish to comment on the provision of service provided please contact our Practice Manager.

If you are not satisfied with the complaint Response, you can contact:

You have the right to approach the Parliamentary & Health Service Ombudsman.

Their contact details are:

The Parliamentary and Health Service Ombudsman
Millbank Tower
30 Millbank
London
SW1P 4QP

Tel:    0345 0154033

Website: www.ombudsman.org.uk

http://www.ombudsman.org.uk/make-a-complaint  (to complain online or download a paper form)   

You may also approach Health watch or the Independent Health Complaints Advocacy for help or advice;

The local Healthwatch can be found at:

http://www.healthwatch.co.uk/

The IHCA is able to be contacted at: http://www.seap.org.uk/services/nhs-complaints-advocacy/

Practice Leaflet

All new patients will receive a copy of our practice leaflet, and copies will be available at reception or from the practice website

Surgery Premises

Our surgery building will be welcoming, easy for patients to find their way around and appropriate to the needs of users, including the disabled.

Patients’ Rights to General Medical Services

Patients have the right to:

• Be registered with a General Practitioner (GP)
• Change their GP if desired
• Be offered a health check on joining the practice
• Receive urgent care at any time from the practice
• Receive appropriate drugs and medicines
• Be referred for specialist or second opinion if they and their GP agree
• View their medical records, subject to the Acts and associated procedure, and to know all NHS employees are legally obliged to keep the contents of their records confidential.

Changes to Procedures

When changes are introduced to practice procedures that affect patients, we will make sure these are clearly explained using brochures, waiting room noticeboards or individual leaflets, giving as much notice as possible.

Repeat Prescriptions

To ensure the best possible knowledge of your personal health, these will be signed by your usual GP wherever possible.

Referrals

• Urgent referrals to other health and social care agencies will be made within one working day of the patient appointment. Where requested, our GPs will refer you to a private health provider.
• We will normally process non-urgent referrals within five working days of the patient appointment or the doctor’s decision to refer.

Test Results

When a doctor or nurse arranges for a test to be taken, the patient will be told how to obtain the result. (Results are normally available after 1 week. Patients are informed to call between 10 am -12.00pm for results.

Out of Hours Emergencies

We will do everything possible to make sure our system for contacting the duty doctor is easy to follow, reliable and effective.

Waiting Times

• Surgeries will normally start on time.
• We expect patients to be seen within 30 minutes of their appointment time, and in the event of a delay we will offer an explanation.
• When a doctor is called away on an emergency, we will let patients know and give them an opportunity to book an alternative appointment, or if preferred, to be seen by another doctor.

With these rights come responsibilities. For patients this means:

• Showing courtesy to the staff at all times – remember they are working under doctors’ orders.
• Responding in a positive way to questions asked by reception staff.
• Attending appointments on time or giving the practice a fair amount of notice that they wish to cancel.  Someone else could use your appointment!
• An appointment is for one person only – where another member of the family needs to be seen or discussed, another appointment should be made and the Medical Record be made available.
• Patients should make every effort when consulting the surgery to make best use of nursing and medical time – home visits should be for medical reasons only and not for ease or convenience.
• When patients are asked to give 48-hours’ notice for repeat prescriptions, please give us this time, as it is to allow for accurate prescribing.
• Out-of-hours calls (e.g. evenings; nights & weekends) should only be requested if they are felt to be truly necessary.

Transfer of Medical Records

The Practice will do their best to dispatch medical records required by the Health Authority within seven working days, or on the same day if the request is urgent.

* We will respect patients’ privacy, dignity and confidentiality at all times *

Appointments

With a Doctor: For routine consultations, we will do our best to offer patients an appointment within two working days of the request.  For medically urgent requests, we will offer an appointment on the same day.

With a Practice Nurse: For routine appointments, we will offer an appointment within five working days. If there is a delay in the appointment wait (when you arrive) of more than 20 minutes, we will let you know. We are happy to update you on any delay situation if you feel that you have been waiting too long.

Home Visits: We are unable to guarantee a specific doctor will visit you, as this depends on availability and other factors. The decision to home visit will be at the doctors’ discretion.

We ask for information about you so that you can receive the best possible care. We keep that information to ensure that any details presented to your doctor or nurse are accurate and up to date.

We only use or pass on information to people who have a genuine need to see it (referral to hospital/specialist, etc) with your consent.  You have the right to know what information we hold about you.  If you would like to see your records, please speak to our Administration Team.

Everyone working for the NHS has a legal duty to maintain the highest levels of confidentiality and the computer records we hold are protected under the General Data Protection Regulation 2018.