All information relating to patients, either on file or in the computer system, is strictly confidential. Results of tests or x-rays will be reviewed by the doctor or practice nurse. We will only write to you if the GP or practice nurse has asked for you to make an appointment or there is instruction from the doctor. You will be advised in the letter if the appointment is to be a telephone consultation or face to face appointment. Results cannot be given over the telephone.
If you have not heard from us within three weeks of the test being done, and your symptoms persist, then please make a routine appointment to see the doctor.
Please refer to the notice in the waiting room regarding the need to provide information to other NHS bodies.
It is our wish to provide a high quality service. It follows, therefore, that if you have any ideas that may offer improvements to the services we provide, we would be very interested to hear from you. A suggestions and comments box is available for use in the waiting room. Similarly, if you are not happy with any aspect of our service, our practice manager is available to discuss this with you.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 the practice manager
This identifies what you are entitled to and the standards of health care you should receive.
An entitlement is a level of service that must always be delivered.
A standard is a level of service that you can expect to be delivered other than in exceptional cases.
The aim of the practice is to meet the health needs of the people it serves. In order to achieve this, we will:
• Provide care in accordance with our Practice Commitment
• Provide appropriate training to staff
• Develop management systems which allow us to monitor the quality of service delivered and identify new needs in the community
• Communicate with our patients, colleagues and other agencies
* You will be greeted in a friendly, welcoming manner
* You are entitled to confidentiality
* You will be offered a same-day emergency appointment if you need to see a doctor urgently
* You are entitled to information and answers to questions about your own health, in particular:
Any illness and its treatment
Alternative forms of treatment
Possible side effects
Likelihood of recovery
Prevention and avoidance of illness recurring
* You will usually be seen within 30 minutes of your appointment time. You will be informed if there is likely to be a delay
* You are entitled to see your health records, subject to the limitations of the law. Requests for access to medical records should be made in writing and addressed to the practice manager. An administration charge may be incurred. . Your records will, of course, be kept confidential
* If you have undergone tests or X-rays ordered by the practice, we will contact you if the GP or nurse wishes to see you or alter your treatment
* Computerised repeat prescriptions will normally be ready two working days after the request was made
* In most cases, for routine referrals for further or specialist care you will be given a choice of where you may go. Your doctor will explain this to you. You will receive, within 24 hours, a unique password and reference number which you must quote when you telephone to make your appointment. We aim to have referral letters despatched or ready for collection within three working days of the referral having been agreed with the doctor. All referrals are done in the order seen regardless whether NHS or private.
* We will advise you and inform you of:
steps you can take to promote good health, and to avoid illness
self-help for minor ailments where reference to a doctor is not required
* The instruments and equipment we use are regularly serviced and, where appropriate, calibrated to ensure accuracy.
* The practice needs to be able to contact you in as many ways as possible. If you have an e-mail address, mobile phone number or works telephone number this would be helpful. We sometimes, due to problems in the practice, need to contact you urgently and your mobile or works number is very often the best option.
* Please inform the practice if you are a carer for someone else or if you have a carer yourself. This will enable us to tailor our services to your needs.
* If you wish someone else to deal with your health care issues the practice will need this instruction in writing.
* Please keep us informed of any change to your personal details eg if you move, change your telephone number, get married etc.
* Please treat the staff with the same respect and courtesy with which you yourself would like to be treated. The practice will not tolerate any abuse of their staff or any aggressive attitudes.
* You are responsible for keeping appointments with us and for giving adequate notice if you wish to postpone or cancel.
* The first hour of the morning is the busiest time. Please only call if necessary at this time and keep your call as brief as possible.
* You should not delay the doctors unnecessarily - their time is limited and they may have many more patients to see. Other patients may also need to consult the doctors.
* You can reduce delays by remembering that an appointment is for one person only. Where another member of the family needs to see the doctor - even if it is about childhood ailments, or if their symptoms are identical - another appointment should be made.
* If you have a chronic disease or are on repeat prescriptions, you are likely to need regular monitoring. You will be informed if this is the case and you must attend the surgery for your care to be adequately monitored. The monitoring process is a two way contract between yourself and the practice. We can only provide the appropriate level of care and repeat medication on a regular basis if you fulfil your part by attending your disease monitoring review. Non-attendance is not acceptable for such cases.
* You should come to the surgery for appointments unless you are prevented by illness or infirmity. A doctor can see many more patients here than when out visiting. If you do need a visit please ring before 10.30am (lack of transport is not a reason to justify a home
visit).
* When the surgery is closed, there is an Out of Hours Service on (01925) 650999.
* Use the doctors’ time appropriately - remember the practice nurse is available for blood pressure checks, well person checks, smears, contraceptive pill, HRT review etc.
* Remember - you are largely responsible for your own health and it is up to you to take advice and action recommended to you.
