Practice
Charter Standards
These
are the 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.
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.
Access: You will have access to a doctor rapidly in case of emergency. We
will arrange a home visit as appropriate for those who are too ill or infirm to
be brought to the surgery.
Telephone: We will try to answer the phone promptly and to ensure that there
are sufficient staff available to do this. You should be able to speak to a doctor
by telephone.
Test Results: If you have undergone tests or x-rays ordered by the practice,
we will inform you of the results at your next appointment. If no further appointment
needs to be arranged, we will advise you when and how to obtain the results.
Respect: Patients will be treated as individuals and partners in their
healthcare, 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 the 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 avoid illness.
- Self-help
which can be undertaken without reference to a doctor in the case of minor ailments.
Health
Records: You have the right to see your health records, subject to limitations
in the law. These will be kept confidential at all times.
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. 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.
Test results take time to reach us, so please do not ring before you have been
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 questions 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.
Comments
And Suggestions
We are happy to accept and consider comments and suggestions from our patients.
Please present your views in writing at reception or place in the box provided.
Complaints Procedure
We offer a practice complaints procedure to deal with any complaints about the
services we provide. Our practice manager will aim to deal with your concerns
within two days. Our aim is to give you the highest possible standard of service
and we try to deal swiftly with any problems that may occur. Having said that, sometimes circumstances
are out of our control.
Confidentiality
We 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.
The Protection And Use of Patient Information
We ask you for information about yourself so that you can receive proper care and treatment. We keep this information, together with details of your care, because it may be needed if we see you again.
We may use some of the information for other reasons, for example, to help us protect the health of the public generally and to see that the NHS runs efficiently, plans for the future, trains its staff, pays its bills and can account for its actions.
Sometimes the law requires us to pass on information; for example, to notify a birth. The NHS Central Register for England and Wales contains basic personal details of all patients registered with a general practitioner. This register does not contain clinical information.
You have a right of access to your health records.
EVERYONE WORKING FOR THE NHS HAS A LEGAL DUTY TO KEEP INFORMATION ABOUT YOU CONFIDENTIAL.
You may be receiving care from other people as well as the NHS. So that we can all work together for your benefit we may need to share some information about you if people have a genuine need for it in your and everyone's interest.
Whenever we can we shall remove details that identify you. Law strictly controls the sharing of some types of very sensitive personal information.
Anyone who receives information from us is also under a legal duty to keep it confidential.
The Main Reasons For Which Your Information May Be Needed Are:
To provide you with health care and treatment.
To look after the health of the general public.
To manage and plan the NHS, for example by:
• Making sure that our services can meet patients' needs in the future.
• Paying your doctor, nurse, dentist, or other staff, and the hospital which treats you, for the care they provide.
• Auditing accounts.
• Preparing statistics on NHS performance and activity (where steps will be taken to ensure you cannot be identified).
• Investigating complaints or legal claims.
• Helping staff to review the care they provide to make sure it is of the highest standard.
• Training and educating staff (though you can choose whether or not to be involved personally).
• Research approved by the Local Ethics Committee.
(If anything to do with the research would involve you personally, you will be contacted to see if you are willing to take part. We may need to release your name and address to medical researchers to enable them to contact you for this purpose. You will not identified in any published results without your agreement.)
Only if you agree, your relatives, friends and carers will be kept up to date with the progress of your treatment.
If, at any time, you would like to know more about how we use your information, please ask to speak to the practice manager.
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 the "classes" of information routinely made available to the public.
|
