PRACTICE CHARTER

Confidentiality

We ask you for personal information so that you can receive appropriate care and treatment. In addition to paper records, this information is recorded on computer and we are registered under the Data Protection Act. All members of the practice team have access to patient information. In addition, the practice is audited on an annual basis by a team from BPRPCT; it will be necessary for members of this team to have access to patient records for audit purposes only. However, should you wish to deny the auditors access to your records, you should put this request in writing to the practice manager and a note will be made in your records. The practice will ensure that patient confidentiality is maintained at all times by all members of the practice team and the auditors.

Our admin staff are bound by the same rules of confidentiality as the doctors and nurses. They have a difficult job to do especially in dealing with the large numbers of patients who visit or telephone the surgery each day. They have to try and keep both doctors and yourselves happy and to do so may have to ask what appear at times to be unnecessary questions. Please remember that they are only doing what they are asked to do by the doctors and help them carry out their job by providing the information they need.

Patients can have access to their medical records, for which a fee is payable.

Please Notify The Receptionist Of Any Change Of Address Or Telephone Number.

Complaints And Comments

In order to improve our services the practice welcomes feedback, both positive and negative, about the care we offer. Patients wishing to comment on the services provided by the practice should contact the practice manager or your own doctor. In addition, the practice conducts regular patient surveys and we would be grateful for your help and patience if you are ever asked to complete a questionnaire.

Rights And Responsibilities Of Patients

Patients will be treated with courtesy and respect as individuals and partners in their healthcare. Please understand that everyone works better when treated with courtesy and respect.

Violent, threatening and abusive behaviour will not be tolerated in this practice; any patient behaving in such a way will be removed from our list.

The practice expects patients to keep appointments that they have made. Whilst we appreciate that there are often genuine reasons for non-attendance persistent non-attendance without reasonable explanation is not acceptable as valuable practice time is wasted. Please let us know if you are unable to keep an appointment. Patients who constantly do not attend for appointments they have made will be removed from the practice list.

Freedom Of Information Act Publication Scheme

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. The scheme is available by contacting the practice manager or via the website: www.foi.nhs.uk/practice/

Students

The practice currently participates in the training of medical and nursing students. You may be informed when you make your appointment that a student may be sat in on the consultation. You will also be informed when you attend for the appointment – please advise the doctor, nurse or receptionist if you have any objections.