ALL MEMBERS OF THE SURGERY PRIMARY CARE TEAM ARE DEDICATED TO PROVIDING A QUALITY HEALTH SERVICE WHICH MEETS PATIENT REQUIREMENTS.
All new patients will receive a copy of our Practice leaflet and copies will be displayed at the reception desk.
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
- change doctor 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 the GP agree
- view their medical records, subject to the Acts and associated procedure, and to know that those working for the NHS are under legal obligation to keep the contents confidential.
Out of Hours Emergencies
We will do everything possible to ensure that our system for contacting the duty doctor is easy to follow, reliable and effective.
- surgeries will normally start on time.
- we expect patients to be seen within twenty 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 inform the patients and give them an opportunity to book an alternative appointment or, if preferred, to be seen by another doctor.
With these rights come responsibilities and for patients this means:
- Courtesy to the staff at all times - remember they are working under doctors' orders.
- Responding in a positive way to questions asked by the reception staff.
- To attend appointments on time or give the Practice adequate notice that they wish to cancel. Someone else could use your appointment!
- An appointment is for one person and one problem 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 must be medically justifiable and not requested for social 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 and weekends) should only be requested if they are felt to be truly necessary.
Changes to Procedures
When changes are introduced to Practice procedures that affect patients, we will ensure that these are clearly explained, by means of a brochure, waiting room noticeboard or individual leaflets, giving as much notice as practicable.
To ensure the best possible knowledge of your personal health, these will be signed by your usual GP wherever possible.
- Urgent referrals to other health and social care agencies will be made within one working day of the patient consultation. 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 consultation or the doctor's decision to refer.
When a doctor or nurse arranges for a test to be taken the patient will be informed how to obtain the result.
Transfer of Medical Records
The Practice will endeavour to dispatch any medical record required by the Health Authority within seven working days and on the same day if the request is urgent.
Privacy and Confidentiality
We will respect our patients' privacy, dignity and confidentiality at all times.
With a Doctor: For routine consultations we will endeavour to offer patients an appointment as soon as possible. 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.
We are unable to guarantee a specific doctor will visit you as this depends on availability and other factors. The decision to carry out a home visit will be at the doctors’ discretion.
We strongly support the NHS policy on zero tolerance. Anyone attending the surgery who abuses the GPs, staff or other patients be it verbally, physically or in any threatening manner whatsoever, will risk removal from the practice list. In extreme cases we may summon the police to remove offenders from the practice premises.
Freedom Of Information
We follow a non-discriminatory policy in the practice and comply with both the Freedom Of Information Act and the Data Protection Act. Details of the policy can be requested by writing to the practice manager.
How information about you helps us to provide better care
Confidential information from your medical records can be used by the NHS to improve the services offered so we can provide the best possible care for everyone. This information, along with your postcode and NHS number (but not your name), are sent to a secure system where it can be linked with other health information. This allows those planning NHS services or carrying out medical research to use information from different parts of the NHS in a way which does not identify you. You have a choice. If you are happy for your information to be used in this way you do not have to do anything. If you have any concerns or wish to prevent this from happening, please speak to practice staff or ask at reception for a copy of the leaflet “How information about you helps us to provide better care”.
More information can be found here: www.nhs.uk/caredata.