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TIPS ON HOW TO GET
THE BEST OUT OF THE SERVICES WE OFFER
1. Arrive on time for your appointment.
If you have specific needs or several problems ask the receptionist if you can
have a longer appointment at the time it is booked.
2. Do not ask for a visit unless
it is really impossible to go to see your doctor. We will see very sick patients
straight away if they have made the effort to come down to surgery.
3. If you need a home visit ring
as early as possible preferably before 10.30am, this helps the doctors plan their
rounds. If you have a dog, please keep it in a separate room when the doctor calls.
If it is dark please put the outside light on.
4. Please do not interrupt your doctor
in the middle of a surgery. If you need advice give the receptionist your number
so the doctor can call back at a more convenient time or you may be asked to call
back later when a doctor is available.
5. Do not ask for an emergency appointment
for non urgent problems like dry skin, minor colds or the pill.
6. Avoid calling the doctor at nights
or weekends unless it really is an emergency. Do not treat us as a walking pharmacy
when the chemist is closed. Keep your home first aid kit stocked with pain killers
and dressings and paracetamol for children's fevers.
7. Keep to the point when talking
to the doctor and do not save your most pressing problem until last. All doctors
dread a "by the way" as a patient is about to leave.
8. Try not to be rude to anyone working
at the surgery. Do not take problems out on the receptionist - it is probably
not their fault.
9. Violence or aggressive behaviour to the doctors or
staff will not be tolerated. If the problem persists you will be asked to leave
the premises and the Police will be called. You may then be refused treatment
at the surgery.
MAKING
IT WORK - COMPLAINTS, COMPLIMENTS AND SUGGESTIONS
We try to give all our patients the
best care and attention.
If you should have any suggestions
to improve the services, kindly place these in the suggestion box in the reception
area.
If you should need to discuss a complaint
please ask to see the practice manager Mrs Kaye. In accordance with NHS guidelines
we operate an in-house complaints procedure.
CONFIDENTIALITY
All information regarding patient records is confidential. Where personal data is stored electronically, we adhere to the Data Protection Act. In the course of everyday patient care and administration your data may be shared in confidence with specific NHS organisations. All employees have access to patient data in relation to their role and have signed a confidentiality contract.
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.
This scheme is available from reception.
DATA PROTECTION ACT - PATIENT INFORMATION
The practice need to hold personal information about you on our computer system and in paper records to help us to look after your health needs and your doctor is responsible for their accuracy and safe-keeping. Please help to keep your records up to date by informing us of any changes to your circumstances.
Doctors and staff in the practice have access to your medical records to enable them to do their jobs.
From time to time the information may be shared with others involved in your care if it is necessary. Anyone with access to your records is properly trained in confidentiality issues and is governed by both a legal and contractual duty to keep your details private.
All information about you is held securely and appropriate safeguards are in place to prevent accidental loss.
In some circumstances we may be required by law to release your details to statutory or other bodies, for example if a court order is presented or in the case of public health issues. In other circumstances you may be required to give written consent before information in released - such as for medical reports for insurance, solicitors, etc.
To ensure your privacy, we will not disclose information over the telephone or fax unless we are sure that we are talking to you. Information will not be disclosed to family, friends or spouse unless we have prior written and we do not leave messages with others.
You have a right to see your records if you wish. Please ask at reception if you would like further details.
An appointment will be required and a fee of £10 access to medical records is payable.
ACCESS FOR THE DISABLED
Suitable lift access for wheelchairs is provided to all floors of the surgery.
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