Confidentiality

All consultations are held in the strictest confidence including those with teenagers.  The information about you is kept on computer and in paper record at the surgery.  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 our multi-disciplinary team it is necessary that members of the team have access to your medical records when dealing with your case. 

We make every effort to give the best service possible to everyone who attends our practice.

However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.

Simply contact the Practice Manager and he/she will set all the necessary wheels in motion. Further written information is available on the complaints procedure from reception. We are continually striving to improve our service. Any helpful suggestions would be much appreciated and a suggestion box is located in the waiting area.

---

Zero Tolerance

A zero tolerance policy towards violent, threatening or abusive behaviour is now in place throughout the NHS. At no time will any such behaviour be tolerated in our practice – whether it is directed towards our staff, doctors or any member of the public. If a person is violent or abusive on our premises we may choose to inform the police and make arrangements for that person to be removed from our medical list.

Our surgery aims to provide the best possible care for all patients. We need you to keep us informed of any problems encountered and welcome your suggestions.

We work as a partnership to maintain and improve our patients’ health. 

What you can expect from us:

• We will endeavour to treat you with courtesy, respecting cultural, religious and moral beliefs.
• We will aim to see you whenever possible within 20 minutes of your appointment time or if later you can expect an explanation.
• You have a right to complete confidentiality in all health matters.
• You have a right to answers where possible to questions you may have about your health.
• You may bring a relative or friend with you.
• You have by law a right to see any medical records written about you subject to limitations within the law.
• You have a right to appropriate consultant referral when thought necessary by your GP and to a second opinion when agreed by yourself and your GP that this is desirable.
• You have a right to prescriptions where appropriate.  There will of course be times when they are not appropriate

What we expect from you:

• Please be courteous and polite when dealing with the practice team.
• Let us know in advance if an appointment needs cancellation and please ask for one appointment per patient seen.
• Please be on time for your appointments.  If you are late we cannot guarantee that the doctor will still be able to see you during the same sessions as this may cause undue delay to other patients.
• Please be prepared to give brief details of your problem to our receptionists when requesting a home visit as this allows the doctor to prioritise his calls.

All patients are entitled to view their medical record.

To do this you will need to book an appointment with your normal GP. Your GP can talk you through the entries in both the computer and old paper records.

Please let the receptionist know this is why you are booking the appointment so that the GP can have your archived paper records at the appointment.