Confidentiality
The practice complies with Data Protection and Access to Medical Records legislation. Identifiable information about you will be shared with others in the following circumstances:
- To provide further medical treatment for you e.g. from district nurses and hospital services.
- To help you get other services e.g. from the social work department. This requires your consent.
- When we have a duty to others e.g. in child protection cases.
- Anonymised patient information will also be used at local and national level to help the PCT and Government plan services e.g. for diabetic care.
If you do not wish anonymous information about you to be used in such a way, please let us know.
Patient Rights
You will be treated with respect and as a partner in your care. Being a partner means you have responsibilities too.
We will:
- Ensure our patients have 24-hour access to medical advice.
- Aim for you to have access to a suitably qualified medical professional within 48 hours of your initial contact during surgery hours, or in an urgent case, the same day.
- Work in partnership with you to achieve the best medical care possible.
Involve you and listen to your opinions and views in all aspects of your medical care. - The prevention of disease, illness and injury is a primary concern.
- The medical staff will advise and inform you of the steps you can take to promote good health and a healthy lifestyle.
We would ask that you:
- Let us know if you intend to cancel an appointment or are running late.
- Treat staff with courtesy and respect. Reception staff may have to ask some personal questions to assist us in providing you with the best service
- Inform the practice staff of any alterations in your circumstances, such as change of surname, address or telephone number. Please ensure that we have your correct telephone number, even if it’s ex-directory.
- As patients, you are responsible for your own health and that of any dependants. It is important that you adhere to information and advice given to you by health professionals, and co-operate with the practice in endeavouring to keep you healthy.
Medical Certificates
The doctors will issue a medical certificate to some one if they are unfit for work or cannot do their normal work. Repeat MED3 forms will not be issued in advance.
If you are unable to work through illness for less than 7 days your employer should accept a self certification form. Your employer may have their own version, otherwise they are available from the surgery or from the HMRC website www.hmrc.gov.uk/forms/sc2.pdf
Violence Statement
The practice considers aggressive behaviour to be any personal, abusive and/or aggressive comments, cursing and/or swearing, physical contact and/or aggressive gestures. The practice will request the removal of any patient from the practice list who is aggressive or abusive towards a doctor, member of staff, other patient, or who damages property. All instances of actual physical abuse on any doctor or member of staff, by a patient or their relatives will be reported to the police as an assault.
Complaints
We make every effort to give the best service possible to everyone who attends our practice. However, we are aware that sometimes, things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this happens, we would wish for the matter to be settled as quickly, and as amicably, as possible. Simply contact the Practice Manager and he will set all the necessary wheels in motion. Further written information is available on the complaints procedure from reception. We are continually striving to improve our service. Any helpful suggestions would be much appreciated.
If you are unable to discuss your complaint with us you can ask NHS England to look into your concerns. The contact details are below.
Telephone: 0300 311 22 33
e-mail: nhscommissioningboard@hscic.gov.uk
Post address: NHS Commissioning Board, PO Box 16738, Redditch, B97 9PT.
This will direct you to a customer contact centre who will deal with your concerns and agree actions to resolve them.