|
PRACTICE
CHARTER STANDARDS
Our aim is to provide our
patients with the best possible care within the resources available to us and
to deal with any problems as quickly and efficiently as possible. Patients will
be treated with courtesy at all times and we will respect our patients' right
to privacy and confidentiality. All new patients will be provided with a copy
of our practice booklet and copies will be available in the waiting areas.
PATIENTS'
RIGHTS TO GENERAL MEDICAL SERVICES
AS A PATIENT YOU HAVE THE
RIGHT TO:
- Be registered with a GP.
- Change doctor easily and quickly.
- Be offered a health check on joining
the practice.
- Receive emergency care at any time
through a GP.
- Receive health care on the basis
of clinical need regardless of ability to pay.
- Be given a clear explanation of
any treatment proposed, including any visits and any alternatives, before you
decide whether you will agree to treatment.
- Have appropriate drugs and medicines
prescribed.
- Be referred to a consultant acceptable
to you when the GP thinks it is necessary and be referred for a second opinion
if you and the GP agree this is desirable.
- Have access to your medical records,
subject to any limitations in the law, and know that those working for the NHS
are under legal duty to keep the contents confidential.
- Choose whether or not to take part
in medical research or medical student training.
- Be given detailed information about
local family doctor services through your Health Board's local directory.
- Receive a copy of the practice booklet,
setting out the services provided.
- Receive a full and prompt reply
to any complaints about the services provided by the practice.
HELP
US TO HELP YOU
AS A PATIENT OF THIS PRACTICE WE EXPECT YOU TO:
- Treat the doctors and practice staff
with courtesy.
- Be punctual for appointments.
- Give the practice as much notice
as possible if you are unable to keep your appointment.
- Make more than one appointment if
more than one person needs to be seen.
- Be prepared to make further appointments
if you have numerous or complicated problems.
- Be patient if appointment times
are running late - please remember it may be you who needs extra time on another
occasion.
- Ask for a home visit only if illness
prevents you attending the surgery - children can usually be brought safely to
the surgery.
- Contact the doctor out of surgery
hours only in the case of an emergency which cannot wait until the next working
day.
- Be prepared to see another doctor
in the practice when your own doctor is unavailable.
- Plan ahead when ordering repeat
prescriptions and order well in advance as you do not want to have a break in your repeat medication.
- Carefully follow the treatment prescribed
by your doctor.
- Turn your mobile telephone off before having your consultation with the doctor or
nurse.
- If you wish to make constructive comments, suggestions or criticisms, please ask to
speak to the manager.
COMPLAINTS
We
endeavour to give you the best service possible at all times; however, there may
be occasions when you wish to express dissatisfaction. We operate an informal,
in-house complaints procedure to deal with your complaints about the service you
have received from the doctors or staff working in this practice. This procedure
does not deal with matters of legal liability or compensation but we hope you
will use it to give us the opportunity to investigate and, if necessary, correct
any problems that may have arisen or mistakes that may have been made. In some
cases the in-house procedure is not an appropriate form of investigation, in which
case you will be referred to the appropriate authority. This procedure does not
affect your right to make a formal complaint to the Health and Social Services
Board, if you wish, nor does it affect your right to seek compensation in law.
Your complaint should be addressed to the manager, who will ensure that it is
investigated thoroughly and as speedily as possible. Please note that the practice
must ensure strict adherence to the rule of medical confidentiality. We cannot
provide confidential information without appropriate authority if you are not
the patient in question.
COMMENTS
AND SUGGESTIONS
Our
aim is to provide our patients with the best possible care within the resources
available to us and to deal with any problems as quickly and efficiently as possible.
Patients wishing to make constructive or critical comments on the services provided
by the practice should speak or write to the manager.
CONFIDENTIALITY
Your medical records are held in the strictest confidence. Information is not
passed on without your consent, unless it is within the confines of the NHS, or
by legal requirement, or it is in the public interest. The practice is computerised
and registered under the Data Protection Act 1998. It is a practice and legal
requirement that all staff maintain confidentiality of patients’ records.
|
