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Practice
Charter
These are the local standards set within this practice for the benefit of all.
If you would like a copy of our charter, please ask one of our receptionists.
We hope you have found the information on our website helpful. Our aim is to
give you the best possible standard of service and we appreciate any acknowledgement
that we are achieving this.
Complaints Procedure
We always try to provide the best services possible but there may be times when
you feel this has not happened. We have an in-house complaints procedure, drawn
up to respond to patient grievances. We are not able to deal with questions of
liability or compensation. We hope you will use it to allow us to look into and,
if necessary, correct any problems that you might have identified, or mistakes
that have been made. If you use this procedure, it will not affect your right
to complain to the health authority. Please note that we have to respect our
duty of confidentiality to patients and a patient's consent will be necessary
if a complaint is not made by the patient in person. If you wish to make a complaint,
please telephone or write to our practice manager. Full details will be taken
and a decision on how best to undertake the investigation.
We believe it is important to deal with complaints swiftly, so you will be offered
(if appropriate) an appointment for a meeting to discuss the details within seven
days. You may bring a relative or friend with you to the meeting. We will try
to address your concerns, provide you with an explanation and discuss any action
that may be needed.
Freedom
Of Information – 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.
Zero
Tolerance
We strongly support the NHS policy on zero tolerance. Anyone attending the surgery
who abuses the GPs, staff or other patients be it verbally, physically or in
any threatening manner whatsoever, will risk removal from the practice list.
In extreme cases we may summon the police to remove offenders from the practice
premises.
Patient Confidentiality And Data Protection
We ask you for personal information so that you can receive appropriate care and treatment. This information is recorded on computer and we are registered under the Data Protection Act. The practice will ensure that patient confidentiality is maintained at all times by all members of the practice team. However, for the effective functioning of a multi-disciplinary team it is sometimes necessary that medical information about you is shared between members of the practice team.
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