Confidentiality

The practice complies with 'Data and Access to Medical Records' legislation. Identifiable information about you will be shared with others in the following circumstances:

• To provide further medical treatment for you e.g. from District nurses and hospital services.
• To help you get other services e.g. from the Social Services. This requires your consent.
• When we have a duty to others e.g. in child protection cases.
• Anonymised patient information will also be used at local and national level to help the Health Board and Government plan services e.g. for diabetic care. If you do not wish anonymous information about you to be used in such a way, please let us know

Medical Records

Suggestions & Complaints

We aim to provide a high quality service and are very interested in hearing how our systems could be improved. However, we’re 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 she will set all the necessary wheels in motion. Further written information is available on the complaints procedure from the reception.

Furthermore, if you are unhappy with any aspect of our service please contact the Practice Manager who will be happy to listen to your suggestions or criticisms and initiate any appropriate action.

Our responsibilities to you-

Names:

People involved in your care will give you their names and ensure that you know how to contact them. The doctors’ or nurses’ names are indicated on their surgery rooms.

Waiting time:

We run an appointment system in this practice. You will be given a time at which the doctor or nurse hopes to be able to see you. You should wait no more than 30 minutes in the waiting room without receiving an explanation for the delay.

Access:

You will have access to a doctor rapidly in the case of emergency and within half a working day in cases of urgency; and otherwise within 48 hours where clinically indicated. Please note that “urgent” does not mean “forms” that have to be signed etc. We will arrange a home visit as appropriate for those who are too seriously ill or infirm to be brought to the surgery. Patients should realise that home visits are made at the Doctor’s discretion.

Telephone:

We will try to answer the phone promptly and to ensure that there is sufficient staff available to do this.

Obtaining test results:

If you have undergone tests or x-rays ordered by the practice, we will inform you of the results at your next appointment. If no appointment needs to be arranged, we will advise you when and how to obtain the results. The practice has a strict policy regarding confidentiality. We will only release test results to the person to whom they relate until that person has given prior permission for the release of the results or they are not capable of understanding the results.

Respect:

Patients will be treated as individuals and partners in their healthcare, irrespective of their ethnic origin or religious and cultural beliefs.

Information:

We will give you full information about the services that we offer. Every effort will be made to ensure that you receive the information which directly affects your health and the care being offered.

Health promotion:

The practice will offer patients advice and information on steps they can take to promote good health and self help for minor ailments when there is no need to see the doctor.

Your responsibilities to us-

Please let us know if you change your name, address or telephone number ( even if it is ex-directory). Please do everything you can to keep appointments. Every month appointments with GPs are wasted because patients simply fail to turn up! Tell us as soon as possible if you cannot. Otherwise, other patients may have to wait longer.

Home Visits:

Please ask for these by the doctor only when the person is too ill to attend the surgery. You may be contacted by phone by the doctor for this request. If you need telephone advice please give your number to the receptionist and your doctor will ring you when he is free. Drs will usually call back after 11 a.m. Messages will not be left on patients' answer machines in order to maintain confidentiality.

Test results:

Test results take time to reach us, so please do not ring before you have been asked to do so. Enquiries about tests ordered at the hospital should be directed to the hospital, not the practice.

We ask that you treat the doctors and practice staff with courtesy and respect. Bear in mind that reception staff have a difficult job to do and without detailed medical knowledge. They are trying to do their best for you.

Please read our practice booklet. This will help you to get the best from the services that we offer. It is important that you understand the information given to you. Please ask us questions if you are unsure of anything.

Remember, you are responsible for your health and the health of your children. We will give you our professional help and advice. Please act upon it.

Leaflets:

Leaflets about various illnesses are available from the practice nurses. We have information produced by the practice on “the Coil”, Pre-conception advice, Antenatal, Postnatal care and the “Baby clinic”.

Violence

We operate a “Zero Tolerance” policy. This 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 from the practice list, of any patient 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.

Mission Statement

• This practice aims to provide the highest quality health care available under the NHS to all its patients with a well trained and motivated primary health care team.
• The practice recognises the special expertise of many of its members and uses these skills for the benefit of the patients.
• The practice is committed to passing on its special expertise in respect of training and education of other doctors and staff, both locally and within a wider sphere of influence.

Practice Charter Standards

These are local standards set within the practice for the benefit of our patients. It is our job to give you treatment and advice. Following discussions with you, you will receive the most appropriate care, given by suitably qualified people.

No care or treatment will be given without your informed consent. In the interest of your health it is important for you to understand all the information given to you. Please ask us questions if you are unsure of anything.