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Practice Policies

Patient Rights

documentsYou will be treated with respect and as a partner in your care. Being a partner means you have responsibilities too.

We will:

  • Ensure our patients have 24-hour access to medical advice.
  • Aim for you to have access to a suitably qualified medical professional within 48 hours of your initial contact during surgery hours, or in an urgent case, the same day.
  • Work in partnership with you to achieve the best medical care possible.
  • Involve you and listen to your opinions and views in all aspects of your medical care.
  • The prevention of disease, illness and injury is a primary concern.

 

The medical staff will advise and inform you of the steps you can take to promote good health and a healthy lifestyle. We would respectfully ask that you:

 

 

  • Let us know if you intend to cancel an appointment or are running late.
  • Treat staff with courtesy and respect. Reception staff may have to ask some personal questions to assist us in providing you with the best service
  • Inform the practice staff of any alterations in your circumstances, such as change of surname, address or telephone number. Please ensure that we have your correct telephone number, even if it’s ex-directory.

As patients, you are responsible for your own health and that of any dependents. It is important that you adhere to information and advice given to you by health professionals, and co-operate with the practice in endeavouring to keep you healthy.

Violence

We all like to work in a professional and pleasant environment and whilst we appreciate that we can all get upset and disgruntled at what may be seen as difficulties if we treat people with courtesy any problems can usuallybe resolved.

The practice considers aggressive behaviour to be any personal, abusive and/or aggressive comments, cursing and/or swearing, physical contact and/or aggressive gestures.

The practice will request the removal of any patient from the practice list who is aggressive or abusive towards a doctor, member of staff, other patient, or who damages property.

All instances of actual physical abuse on any doctor or member of staff, by a patient or their relatives will be reported to the police as an assault.

Your cooperation in this matter is appreciate.

Confidentiality

Most patient information is held on computer. All personal information is confidential and the consent of individual patients is needed before it can be given to anyone else.

 

Sometimes, we may need to share information with other professionals involved in your care, but they also have a legal duty to keep it confidential.

 

You are entitled to see your health records. If you want to do this, please ask at reception for details.

Complaints

We are always happy to receive suggestions for improvements and like to know if we are doing something well. If you are unhappy about any of our services, please speak to the Reception Manager, if she is not available immediately then she will contact you as soon as is practicable and within the NHS England complaints guidelines.

If you are still dissatisfied, we have a formal complaints procedure.  A leaflet regarding this is available from Reception.

If you want help and advice or have concerns you can contact Patient Advice and Liaison Service (PALS) to discuss any queries about the NHS. PALS provide support to patients, carers and relatives, representing their views and resolving local difficulties on-the-spot by working in partnership with the NHS staff. PALS is a confidential NHS service which acts independently to provide information and advice about all NHS services and other support services and help sort out any problems you may have quickly.

You can contact PALS on Freephone 0800 032 0202 or ask for a leaflet.

Freedom of Information

The Freedom of Information (FOI) Act was passed on 30 November 2000. It gives a general right of access to all types of recorded information held by public authorities, with full access granted in January 2005. The Act sets out exemptions to that right and places certain obligations on public authorities.

FOI replaced the Open Government Code of Practice, which has been in operation since 1994.

Data Protection and FOI – how do the two interact?

The Data Protection Act 1998 came into force on 1 March 2000. It provides living individuals with a right of access to personal information held about them. The right applies to all information held in computerised form and also to non-computerised information held in filing systems structured so that specific information about particular individuals can retrieved readily.

Individuals already have the right to access information about themselves (personal data), which is held on computer and in some paper files under the Data Protection Act 1998.

The right also applies to those archives that meet these criteria. However, the right is subject to exemptions, which will affect whether information is provided. Requests will be dealt with on a case by case basis.

The Freedom of Information Act and the Data Protection Act are the responsibility of the Lord Chancellor’s Department. A few of its strategic objectives being:

  • To improve people’s knowledge and understanding of their rights and responsibilities
  • Seeking to encourage an increase in openness in the public sector
  • Monitoring the Code of Practice on Access to Government Information
  • Developing a data protection policy which properly balances personal information privacy with the need for public and private organisations to process personal information

The Data Protection Act does not give third parties rights of access to personal information for research purposes.

The FOI Act does not give individuals access to their personal information, though if a request is made, the Data Protection Act gives the individual this right. If the individual chooses to make this information public it could be used alongside non-personal information gained by the public under the terms of the FOI Act.

The Practice has a full range of protocols, policies and procedures for delivering our services and responsibilites, copies of which can be requested at the surgery at a charge of £10 each.

 



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