Ormeau Park Surgery

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 to prevent any failure of continuity.
  
• 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 Care 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.

ZERO TOLERANCE

This practice considers aggressive behaviour to be the use of any personal, abusive or threatening comments, bad language, physical contact and aggressive gestures. In keeping with the rest of the National Health Service we operate a 'Zero Tolerance Policy' with respect to the protection of all our staff. This means that no aggressive behaviour towards doctors or staff will be tolerated whether verbal or physical. If a patient continues to behave in an inappropriate manner, the practice will make an application to BSO to have them removed from our list, giving reasons for this request. Acts of violence or threat of violence will result in immediate removal.