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Practice Policies

Comments And Suggestions

We are happy to accept and consider comments and suggestions from our patients. Please present your views and feedback in writing at reception.

Complaints Procedure

We aim to provide the best services possible but there may be times when you feel this has not happened. If you feel you have grounds for complaint, please discuss these with the member of staff concerned, when it is hoped the problem can be resolved at once. Alternatively, please contact the practice manager or deputy either directly or in writing. We operate a practice complaints procedure as part of the NHS system for dealing with complaints. Please ask at reception for a copy of our complaints procedure leaflet.

Practice Charter

These are local standards set within this practice for the benefit of our patients. It is our job to give you treatment and advice. Following discussion with you, you will receive the most appropriate care, given by suitably qualified people. No care or treatment will be given without your informed consent. In the interest of your health it is important for you to understand all the information given to you. Please ask us questions if you are unsure of anything.

Our Responsibility To You

We are committed to giving you the best possible service.

Names: People involved in your care will give you their names and ensure that you know how to contact them. The surgery should be well signposted and the doctors' named are indicated on their surgery doors.

Waiting Time: We run an appointment system in this practice. You will be given a time at which the doctor or nurse hopes to be able to see you. Routine appointments are of 10 minutes' duration.

Please note we cannot guarantee that you will be seen exactly at your appointment time as some problems are more complex and need more than 10 minutes.

Access: If you wish to see a specific doctor we will try to give you an appointment, generally within five days. We will endeavour to comply with your request but an explanation will be offered if this is not possible. If the problem is urgent you will be seen on the day but it is not possible to guarantee which doctor you will see and you may have to wait, depending on numbers attending that day. We will arrange a home visit as appropriate for those patients who are too ill or infirm to come to the surgery.

Telephone: We will try to answer the phone promptly and ensure there are sufficient staff available to do this. You should be able to speak to a doctor by telephone for urgent matters between 10.00 - 10.30am and 4.30 - 5.00pm.

Test Results: If you want to obtain test results please be sure to wait at least two working days before phoning between 2.00 - 4.00pm weekdays. We do not usually contact patients for normal findings. If the result is abnormal you will be contacted by the surgery.

Respect: Patients will be treated as individuals and partners in their health care, irrespective of their ethnic origin or religious and cultural beliefs.

Information: We will give you full information about the services we offer. Every effort will be made to ensure that you receive that information which directly affects your health and the care being offered.

Health Promotion: The practice will offer patients advice and information on steps they can take to promote good health and to avoid illness. Also, self-help for minor ailments which can be undertaken without reference to a doctor.

Your Responsibility To Us

Help us to help you.

Please let us know if you change your name, address or telephone number.

Please do everything you can to keep appointments. Tell us as soon as possible if you cannot attend, otherwise other patients may have to wait longer.

  • We need help too. Please ask for home visits by the doctor only when the person is too ill to visit the surgery.
  • Please keep your phone call brief and avoid calling during the peak morning time for non-urgent matters.
  • Test results take time to reach us, so please do not ring before you have asked to do so. Enquiries about tests ordered by the hospital should be directed to the hospital, not the practice.
  • We ask that you treat the doctors and practice staff with courtesy and respect.
  • Please read our practice booklet. This will help you to get the best out of the services we offer. It is important that you understand the information given to you. Please ask us if you are unsure of anything.
  • Remember, you are responsible for your own health and the health of your children. We will give you our professional help and advice. Please act upon it.


ConfidentialityWe ask you for personal information so that you can receive appropriate care and treatment. This information is recorded on computer and we are 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 team.

Everyone involved in your care has a legal duty to keep all of your information confidential and secure. The professionals attached to the team might include people who work for:

* GP practices
* Pharmacies, opticians and dentists
* Hospitals and Primary Care Trusts
* Social Services
* NHS Direct and NHS Walk-In Centres
* Strategic Health Authorities
* Ambulance services
* Private hospitals and hospices

Your consent is needed for us to share your information and you have a legal right to refuse. We strongly recommend that you allow us to share your information as this will ensure the best care is available to you. We will assume your consent for us to use your information in the manner detailed above unless you advise us otherwise in writing.

Access To Health Records

The Data Protection Act 1998 allows you to find out what information about you is held on the computer and in certain manual records. If you want to see your health records you should apply in writing to the practice. Please note that a charge will usually be made for this.

Zero Tolerance

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

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.

Model Publication Scheme

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