Practice Polices & Service Information

This section lists some of the most important Practice Policies and supporting service information. It is not practical to list all of the Practice policies on this website but please speak to our Practice Manager if you require details of our other policies.


Carers

It is helpful to know if you have a Carer (someone who takes on an unpaid caring role) or if you are a Carer for someone else. We have an established Carer's policy and a Carer's information pack available from Reception.

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Chaperones

This organisation is committed to providing a safe, comfortable environment where patients and staff can be confident that best practice is being followed at all times and the safety of everyone is of paramount importance.

All patients are entitled to have a chaperone present for any consultation, examination or procedure where they feel one is required. The chaperone may be a family member or friend. On occasions you may prefer a formal chaperone to be present i.e. a trained member of staff.

Wherever possible we would ask you to make this request at the time of booking your appointment so that arrangements can be made and your appointment is not delayed in any way. Where this is not possible, we will endeavour to provide a formal chaperone at the time of request. However, it may be necessary to re-schedule your appointment.

Your healthcare professional may also require a chaperone to be present for certain consultations in accordance with our Chaperone Policy.

If you would like to see a copy of our Chaperone Policy or have any questions or comments regarding this, please contact the Practice Manager.

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Problems or Complaints

Regrettably despite our best efforts there are times when patients are unhappy with their treatment and wish to complain. To find out about our complaints procedure please download our complaints leaflet.

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Freedom of Information Act

The freedom of information Act 2000 recognises that members of the public have the right to know how public services are organised and run, how much they cost and how decisions are made. These rights are subject to some exemptions which have to be taken into consideration before deciding what information it can release. Under the data protection act 1998 you are entitled to access your clinical records or any other personal information held about you. You can contact the practice manager to arrange to do this. Charges will be made for photocopies if required.

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Getting the Best from Us

Here are some tips on how to get the best from us:

  • See your one usual doctor wherever possible to maximise continuity in your care
  • Be aware that appointments are limited by time. For multiple problems, it may take more than one appointment to get to grips with them all.
  • Emergency appointments are for medical problems that cannot wait until the next routine appointment - please do not be disappointed if routine matters are not dealt with in these appointments.
  • Be aware of the pressure on the telephone lines at peak times and use them in accordance with the principles set out above.
  • Let us know of any change of name, address or telephone number immediately

In addition, some useful advice on how to get the most out of a consultation can be found here. Information is also available at NHS Choices and NHS 111.

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Patient Preference of Practitioner

All registered patients have the right to express a preference to receive services from a particular Doctor, either generally or in relation to any particular condition; such preferences will be recorded by the Practice.

The Practice will endeavor to comply with any reasonable preference, but need not do so if the preferred performer has reasonable grounds for refusing to provide services to the patient or if the performer does not routinely perform the services in question within the Practice.

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Patient Rights and Responsibilities

We aim to provide our patients with the highest possible standards of medical care and to treat our patients with dignity and respect.

We are a very busy practice and our patients can help us by using our services appropriately.  Keeping or cancelling appointments helps us and other patients.  Many hours of doctors’ time are wasted by patients who fail to attend without cancelling and this means other patients cannot be seen or may have to wait longer.

We also expect patients to treat our staff with courtesy and respect. We have a zero tolerance policy towards aggressive behaviour and patients who are rude, abusive or aggressive may be removed from the practice list and have to register elsewhere.

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Practice Computer Systems

We keep medical details of all our patients on our computer and in the traditional medical record envelopes. The computer helps us with the administration and in the important area of preventive medicine. You may be asked to complete a Patient Health Questionnaire to help keep our records up to date.

Information held on the computer is accessible only to staff with the necessary passwords. It is entirely confidential and we comply with the requirements of the DATA PROTECTION ACT.

If you wish to see your case notes please make an appointment with the Practice Manager who will arrange a convenient time. There will be a small charge for this service.

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Zero Tolerance to Violence Policy

The Practice takes it very seriously if a member of staff or one of the doctors or nursing team is treated in an abusive or violent way.

The Practice supports the government's 'Zero Tolerance' campaign for Health Service Staff. This states that GPs and their staff have a right to care for others without fear of being attacked or abused. To successfully provide these services a mutual respect between all the staff and patients has to be in place. All our staff aim to be polite, helpful, and sensitive to all patients’ individual needs and circumstances. They would respectfully remind patients that very often staff could be confronted with a multitude of varying and sometimes difficult tasks and situations, all at the same time. The staff understand that ill patients do not always act in a reasonable manner and will take this into consideration when trying to deal with a misunderstanding or complaint.

However, aggressive behaviour, be it violent or verbally abusive, will not be tolerated and may result in you being removed from the Practice list and, in extreme cases, the Police being contacted.

In order for the practice to maintain good relations with their patients the practice would like to ask all its patients to read and take note of the occasional types of behaviour that would be found unacceptable:

  • Using bad language or swearing at practice staff
  • Any non-physical assault including shouting, using inappropriate words or behaviour causing distress and/or constituting harrassment
  • Any physical violence towards any member of the Primary Health Care Team or other patients, such as pushing or shoving
  • Verbal abuse towards the staff in any form including verbally insulting the staff
  • Racial abuse, discriminatory remarks and sexual harassment will not be tolerated within this practice
  • Persistent or unrealistic demands that cause stress to staff will not be accepted. Requests will be met wherever possible and explanations given when they cannot
  • Causing damage/stealing from the Practice's premises, staff or patients
  • Obtaining drugs and/or medical services fraudulently
  • We ask you to treat your GPs and their staff courteously at all times.

Removal from the practice list

A good patient-doctor relationship, based on mutual respect and trust, is the cornerstone of good patient care. The removal of patients from our list is an exceptional and rare event and is a last resort in an impaired patient-practice relationship. When trust has irretrievably broken down, it is in the patient’s interest, just as much as that of the practice, that they should find a new practice. An exception to this is on immediate removal on the grounds of violence e.g. when the Police are involved.

Removing other members of the household

In rare cases, however, because of the possible need to visit patients at home it may be necessary to terminate responsibility for other members of the family or the entire household. The prospect of visiting patients where a relative who is no longer a patient of the practice by virtue of their unacceptable behaviour resides, or being regularly confronted by the removed patient, may make it impossible for the practice to continue to look after the whole family. This is particularly likely where the patient has been removed because of violence or threatening behaviour and keeping the other family members could put doctors or their staff at risk.