Our Commitment to You

• We aim to provide a personal, friendly and confidential service to our patients.
• We will treat all patients equally with dignity and respect.
• We aim to support patients in leading a healthier lifestyle and provide information so that an informed choice may be made.
• We aim to keep patients informed of our services, their rights and any other information which directly affects health treatment.
• We will offer access to our services in line with the patients’ assessed need.
• We will keep abreast of advancements by attending regular training sessions and updates.
• We will monitor and improve our systems to ensure we operate as efficiently as possible within the resources available to us.
• We operate a practice complaints procedure which may be used in confidence.
• We welcome and consider all feedback from patients on our services.

Please Help us to Help You

• Keep appointments made with us or cancel in plenty of time.
• Only request a house call if too ill to attend surgery.
• Report to receptionist on arrival (or use the automated patient check in on the wall opposite reception)
• Bear with us if there is a delay - this may be due to another patient needing additional time or an emergency. we will try and keep you informed of anticipated delays.
• Use our service responsibly and do not expect immediate treatment for non-urgent / routine conditions.
• Utilise the services of other professionals in the practice - the GP is not necessarily the most appropriate person to see.
• Use other avenues of help - pharmacy, NHS Direct etc where appropriate.
• Allow sufficient time for processing of repeat prescription requests and do not pressure staff to process unauthorised medication requests.
• Keep us informed of any name. address and telephone number changes.
• Treat us with respect. We will not tolerate verbal or physical abuse.

Updating Information

If you move house or change telephone number please update us as soon as possible to ensure we have the correct contact details for you. We cannot accept patients outside of our area so it is important to know if you have moved.

Medical Records

We are a research practice and we ask you for information about yourself so that you can receive proper care and treatment. We may use some of this information for other reasons, for example - to help us protect the health of the general public, to plan for the future, to train staff and to carry out medical research for the benefit of everyone. All information used is done so anonymously.

On occasions we are involved in research studies which are, again, anonymous. If anything to do with this research involves you personally we will contact you to see if you are willing to take part.

Everyone working within the NHS has a legal duty to keep information about you confidential.

All doctors and nurses record details of consultations on your electronic medical records. This information is only available to all those persons involved in your healthcare. You can arrange to see you records by contacting the practice manager - a charge may be made for this facility.

Data Protection Act - Information on patients
    
We need to hold personal information about you on our Computer system and in paper records to help us to look after your health needs, and your doctor is responsible for their accuracy and safe-keeping. Please help to keep your record up to date by informing us of any changes to your circumstances.

Doctors and staff in the practice have access to your medical records to enable them to do their jobs. From time to time information may be shared with others involved in your care if it is necessary. Anyone with access to your record is properly trained in confidentiality issues and is governed by both a legal and contractual duty to keep your details private.

All information about you is held securely and appropriate safeguards are in place to prevent accidental loss.

In some circumstances we may be required by law to release your details to statutory or other official bodies, for example if a court order is presented, or in the case of public health issues. In other circumstances you may be required to give written consent before information is released – such as for medical reports for insurance, solicitors etc.

To ensure your privacy, we will not disclose information over the telephone or fax unless we are sure that we are talking to you. Information will not be disclosed to family, friends, or spouses unless we have prior written consent, and we do not leave messages with others.

You have a right to see your records if you wish. Please ask at reception if you would like further details. An appointment will be required. In some circumstances a fee may be payable.
 

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