Good Practice Guidleines

The doctors at the surgery work with the GMC Good Practice Guidelines to deliver the best possible care for you. These guidelines can be accessed at the GMC website at http://www.gmc-uk.org/static/documents/content/GMP_0910.pdf

Suggestions & Complaints

We make every effort to give the best service possible to everyone who attends our practice.

However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.

Please find below a guide to our complaints procedure and a form to complete if you would like to make a complaint to the surgery. Or if you prefer please write to the Practice Manager and the necessary wheels will be set in motion. If you struggle with writing please ring the Practice Manager who will be able to take you through the process in a different way. 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 and a suggestion box is located in the waiting area.   Complaint Guide & Form

Confidentiality

We keep written records of your medical care and use this information to ensure you receive proper care. We may transfer this information to other health professionals so they can care for you. Everyone working in the NHS has a legal duty to keep information confidential.

Freedom of Information - Publication Scheme

The Freedom of Information Act 2000 obliges the practice to produce a publication scheme as a guide to the classes of information the practice intends to make available. This scheme is available at reception. 

PRACTICE STANDARDS

Our Responsibilities 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’ names are on their surgery doors.

WAITING TIMES: We run an appointment system. You will be given a time at which the doctor or nurse hopes to be able to see you. You should not wait more than 30 minutes without receiving an explanation of the delay. 

HOME VISITS: We will arrange a home visit as appropriate for those who are too ill to come to the surgery

TELEPHONE: We will try to answer the phone promptly

TEST RESULTS: If you have tests or x-rays ordered by the practice , we will inform you of the results at your appointment. If no further appointment is required we will advise you on how to obtain your results

CHAPERONES: You are entitled to ask for a chaperone to be present during intimate examinations. If the practice is unable to provide one at the time of your exam you may be asked to rebook your appointment to a time when one is available.

RESPECT: Patients will be treated as individuals and partners in their healthcare, irrespective of their ethnic origin or religious or cultural beliefs

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

HEALTH RECORDS: You have the right to see your health records, subject to limitations in the law. They will be kept confidential at all times

HEALTH PROMOTION: We will offer patients advice and information on steps they can take to promote good health and avoid illness.

Your responsibilities to us;

• Help us to help you
• Please let us know if you change name, address or telephone number
• Please do everything you can to keep appointments. Tell us as soon as possible if you cannot
• Please ask for home visits only when a person is too ill to visit the surgery
• Please keep phone calls brief and avoid calling during peak morning time for non-urgent matters
• Test results take time to reach us, so please do not ring before you have been asked to. Enquiries about tests ordered at hospital should be directed to the hospital
• Please treat doctors and staff with courtesy and respect. Violence or abuse will not be tolerated. Patients who do offend may be reported to the police and removed from the practice list. If removed you will receive a formal written confirmation of this action
• Remember, you are responsible for your own health and that of your children