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 National Health Service, 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. 

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.  A copy of this scheme is available upon request.

ZERO TOLERANCE 

The practice considers aggressive behaviour to be any personal, abusive or threatening comment, bad language, physical contact or aggressive gesture.  In keeping with the rest of the National Health Service we operate a ‘zero tolerance policy’ with respect to the protection of all staff and other members of the public. 

This means that no abuse of doctors, staff or other patients is acceptable whether verbal or physical and any patient behaving in this manner will be removed from the practice list with immediate effect.  In some cases the police will be informed. 

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.
• Request a yearly health check if you are 75 years or over.
• Are given detailed information about local family doctor services thought 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.
• Plan ahead when ordering repeat prescriptions. Attend for annual medication review when requested to do so.
• Carefully follow the treatment prescribed by your doctor. If you wish to make constructive comments, suggestions or criticism please contact the manager  

COMPLAINTS PROCEDURE 

We endeavour to give you the best service possible at all times, however, there may be occasions when things do not go as smoothly as we would like.  If you think this has happened to you, please come and talk to us, or the Practice Manager, so we can help sort out the problem and prevent recurrence. 

We operate an in-house complaints procedure to deal with any complaints about the service you have received and a leaflet explaining this procedure is available from reception. 

COMMENTS AND SUGGESTIONS 

Our aim is to provide the best possible care within the resources available to us and to deal with any problem as quickly and efficiently as possible.  We welcome any comments and suggestions you may have on the services provided.  Please speak or write to any member of staff if you wish to express a comment.