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Practice
Charter Standards
This
Practice Promises
• To offer healthcare on the basis of clinical need regardless of the ability
to pay and to always put the patient first, ensuring that national and local standards
are met.
• To treat patients with courtesy and respect irrespective of ethnic origin,
religious belief, personal attributes or nature of health problem.
• To provide a safe and clean environment with safe working practices.
• To keep your treatment and all discussions with you confidential.
• To arrange for you to see a doctor in surgery on the same day if an urgent
appointment is required.
• To aim to provide a non-urgent appointment with any doctor at the surgery
within 48 hours.
• To aim to provide an appointment with a nurse within 24 hours if required.
• To keep waiting times to a minimum and keep you informed of delays. If
you are kept waiting for more than 20 minutes beyond your appointment time, please
feel free to ask a receptionist for an explanation.
• To strive to improve our services to our patients and develop the skills
and training of our doctors and staff.
In Return, We Ask That You:
• Treat our staff with the same courtesy which you would like to receive.
• Arrive on time for your appointment.
• Inform us if you move address or change your name or telephone number.
• Inform us as soon as possible if you are unable to attend.
• Inform us as soon as possible if your appointment is no longer necessary so another patient can see the doctor in your place.
• Realise that an appointment is for one person only. If you need an appointment for another member of your family, please inform the receptionists.
• Respect other patients - they may not be feeling well.
• Ensure you do not cause a hazard to other patients by leaving objects (such as toys) scattered around the waiting room. Please return the toys to the children's play area.
• Treat the furniture with respect.
• Refrain from eating or drinking in the waiting room.
• If you really must use your mobile , use it with due discretion and respect to others.
• Let us know of any suggestions you have for improving our service.
In Addition, You Have The Following Rights:
• To be registered with a general practice.
• To change surgery easily and quickly.
• To be offered a health check on joining the practice.
• To receive emergency treatment at any time with a GP.
• To have appropriate drugs and medicines prescribed.
• To be referred to a Consultant acceptable to you when the GP thinks it is necessary and to be referred for a second opinion if they and the GP agree it is desirable.
• To access health records, subject to any limitations in the law, and to know that those working for the NHS have a legal duty to keep contents confidential.
• To choose whether or not to be involved in medical research or medical student training.
• To be given detailed information about local family doctor services through your PCT's local directory.
• To receive a copy of your practice booklet, setting out the services the practice provides.
• To receive a prompt reply to any complaints you make about NHS services.
Suggestions
And Enquiries
We
welcome your comments on our service to you. Please put your suggestions in writing
and either hand them to the receptionist or, if you prefer, put them in the post
box at the main entrance. If you are unsure or unhappy about our service to you,
please tell us. Inform our reception staff if you would like to speak to the practice
manager.
Complaints
If you have a complaint or are unhappy about our service, please bring it to the
attention of one of the doctors or the practice manager, either in writing or
in person.
We promise to respond within two working days and investigate thoroughly your
concerns and provide an explanation within 10 working days.
We are happy to discuss with you the results of our investigation and try to resolve
any difficulty.
If any changes are required to our service as a result of your concern, we will
endeavour to implement them within a reasonable timescale.
If you are still dissatisfied with the outcome of our discussions you are at liberty
to take your complaint to the Complaints Manager at Hampshire Primary
Care Trust (See Useful Contacts).
Confidentiality
And Data Protection
We ask you for information so that you can receive appropriate care and treatment.
It is also needed for looking after the health of the general public (including
notification of certain diseases such as meningitis), managing and planning the
NHS, review of care to ensure the highest standard, training and research.
The information we hold on you is kept safe by rigorous security. However, there are times when it is necessary to share select information about you to another NHS organisation or NHS appointed organisation, eg when referring you for hospital treatment. The information may be shared electronically or by paper record. We do share limited infomration with the Hampshire Shared Care Record which aids A & E and out-of-hours services.
Everyone working in and for the NHS has a legal obligation to keep information about you confidential and legislation controls the sharing of information.
You have the right of access to your medical records.
If you would like further details on the way we handle information or to discuss it with someone, please ask at reception.
Medical
Records
If you wish to have access to your medical records, ask your GP at your next appointment.
This is subject to the relevant legislation. A standard charge as recommended
by the British Medical Association will be levied if you require copies of your
medical notes or computer records.
Once withdrawn from our lists we guarantee to return your records to the Patients
and Practitioners Services Agency (PPSA) within 14 days.
Freedom Of Information Policy
Please ask at reception for a copy.
Staff
Protection
A zero tolerance policy towards violent, threatening and abusive behaviour is
now in place throughout the NHS.
The staff in this practice have the right to do their work in an environment free
from such behaviour and everything will be done to protect that right.
At no time will any violent, threatening or abusive behaviour be tolerated in
this practice. If you do not respect the rights of our staff we may choose to
inform the police and make arrangements for you to be removed from our medical
list.
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