OUR SERVICE TO YOU
We are a friendly team of professionals
whose aim is to look after you and the health needs of your family. All our staff
are trained to put your needs first. So if you are worried or unsure, then do
ask and we will be pleased to help. We are always striving to provide a better
service; this will best be achieved by working together. If you have any comments
or ideas for improvement, we would welcome your suggestions.
Please help us to help you.
UNDERSTANDING AND COMMUNICATION
- Practice staff will offer a high standard of courtesy and advice. Please extend
the same degree of courtesy and politeness to the practice staff as you would expect
to receive.
- Wherever possible we will provide a facility for confidential conversation between patients and the
reception staff.
- People involved in your care will give you their names or wear name badges to ensure that you know who to
contact.
- Practice records will be kept secure and confidential at all times.
- You will be treated as an individual and afforded courtesy and respect at all
times, irrespective of your ethnic origins, religious beliefs, personal attributes or the nature
of your health problems.
- We sometimes have medical students sitting in on consultations with the doctors, for educational
purposes. Please tell us if you wish to see the doctor alone.
ZERO TOLERANCE - Antisocial Behaviour
This practice operates a ‘zero-tolerance’ policy towards aggressive or abusive behaviour. This includes any personal, abusive or threatening comments, bad language, physical contact and aggressive gestures. In keeping with the rest of the National Health Service, this means that no abuse of doctors or staff is acceptable, whether verbal or physical and any patient behaving in this manner will be removed from the practice list with immediate effect. In some cases the police will be called.
FREEDOM OF INFORMATION - Publication Scheme
We are required by the NHS Freedom of
Information Act 2000 to provide a publication scheme. This is a guide to information routinely
made available to the public.
SUGGESTIONS/COMPLAINTS
We always try to provide the best
service possible, but there may be times when you feel this has not happened.
If you have a complaint, please speak to our practice manager, Vicky Bernard, or
ask the receptionists for details of our complaints procedure. We will always
investigate the complaint and respond either in writing or by arranging to meet
and discuss your concerns. We welcome suggestions on how we might improve our services.
DATA PROTECTION AND CONFIDENTIALITY
We ask you for personal information so that you can receive appropriate care and treatment. This information is recorded on computer and registered under the Data Protection Act. The practice will ensure that patient confidentiality is maintained at all times by all members of the practice team. However, for the effective functioning of a multi-disciplinary team it is sometimes necessary that medical information about you is shared between members of the practice team.
ACCESS TO HEALTH RECORDS
The access to health records act (1990) gives you the right to see your medical records. If you would like to have formal access to your records you need to apply in writing to the senior partner. There is a fee for accessing your health records of £10, payable on application. If copies of your records are required an additional charge will be made to cover the cost of photocopying and administration. All information concerning you and your health record is confidential. No information will be given without your permission, except to other health professionals concerned with your treatment.
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