PRACTICE CHARTER

All the staff working in our practice are committed to enabling you to enjoy the best possible health.

This involves providing the best care and medicines within the resources available to us, and keeping you involved and informed at all stages of your care.
To help meet the full range of your needs we will sometimes have to work closely with other agencies, for example hospital and community NHS trusts, local authority services (eg social services and housing departments) and voluntary agencies.
We aim to play our part to the full in providing co-ordinated care varied to meet your unique requirements. To help us achieve these objectives, we ask that you play your own role in this partnership.

RIGHTS AND RESPONSIBILITIES

What you can expect from us:

Patients' medical conditions will be managed to the highest standards as defined by the medical professional involved
Patients will be treated with courtesy and consideration by our staff
The practice will try to educate patients on their health care matters whenever possible
Continuous training is undertaken by all staff
Doctors will pursue the interest of patients in the respect of the Primary Care Trust and local or regional planning issues
The practice will actively involve the community in planning and implementation of new services

What we expect from you:

To treat all staff with courtesy. We operate a zero tolerance approach to physical and verbal abuse towards our staff. If you transgress, you will/may be removed from our list and we will take legal action
Patients should attend their appointments on time, but if this is not possible you should inform the surgery as soon as possible
Patients will understand that appointments are for one person only; additional appointments should be made for more than one person
Requests for non-urgent help and advice should be made during practice opening times
Home visits should only be requested for patients who are seriously ill or housebound between 9.00 - 10.30am and 4.00 - 5.00pm when the surgery is open. Requests for visits and advice at all other times should be made for TRUE EMERGENCIES to the out of hours service SELDOC.

Removal Of Patients From GP Practice List

Patients who are considered to be rude, aggressive or violent risk being removed from the patient list with no notice given.

Patients who are considered to be rude, aggressive or violent will be given eight days' notice of removal from the patient list. Other examples of situations that may justify removal:

UNACCEPTABLE BEHAVIOUR that is directed towards any member of the primary healthcare team [whether on or off practice premises] or towards patients or others on practice premises:

physical violence
any type of verbal or physical abuse including threats or gestures
any type of discriminatory abuse
intentional damage to practice premises; sexual and racial harassment
stalking
inappropriate emotional attachment to the doctor

Incitement to, or condoning, such behaviour is also seen as unacceptable and may involve the patient, a relative, a household member or pets (such as unchained dogs).

Crime and deception

fraudulently obtaining drugs
deliberately lying to the doctor or other member of the healthcare team (ie by giving a false name or false medical history) in order to obtain a service or benefit by deception
attempting to use the doctor to conceal or aid any criminal activity
stealing from the practice premises or personnel
making a complaint, which is subsequently shown to be activated by malice

Distance

if a patient has moved out of the designated practice area but has failed to de-register with the practice

Did Not Attend (DNA)
Patients who do not attend their appointments without prior notification to the surgery will be given warning. If this still persists this could lead to removal from the patient list.

Comments and Complaints

We aim to provide a high quality general medical service. If you are not happy with the service provided, please raise the matter with a member of staff or pick up a Concern or Complaints form from reception. This will be passed to the complaints manager for a response.

If you do not feel comfortable raising your concern with us, you can, if you wish, contact Patient Advice and Liaison Service (PALS) on 0800 58 77 170.

Confidentiality

The practice is registered under the Data Protection Act 1998. All practice staff are bound by strict rules of confidentiality, which must be observed at all times. However, if you have concerns about the way that your data is being handled, or any other aspect of the service, please contact the practice manager.

How We Use Your Personal Information

Your personal details are kept confidential in line with the above Act. Information is shared for general health screening and surveillance, for example smears and general health checks.

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.