PRACTICE CHARTER

CONFIDENTIALITY

Everyone working for the NHS has a legal duty to keep all information about you confidential.

You may be receiving care from other people as well as the NHS. So that we can all work together for your benefit, we may need to share some information about you.

We only ever use or pass on information about you if people have a genuine need for it in your and everyone’s interests. Whenever we can we shall remove details which identify you.

Anyone who receives information from us is also under a legal duty to keep it confidential.

The practice is fully computerised and registered with the Data Protection Act.

PATIENT INFORMATION

We ask for information so you can receive proper care and treatment. We keep this information together with details of your care because we may use it when we see you again. The law requires us to share this information with other health professionals such as hospitals and social services. Information they may require includes births, deaths and medication etc. The NHS Central Register for England and Wales contains basic information of all patients that are registered with a GP. The register does not contain clinical information.

You have a right to access your medical records, provided:

• Application is made in writing (form available from reception)
• A fee is paid - Access only £10.00
                    - Access and copies £10.00 up to £50.00
                      (dependent upon work involved)

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 the practice manager.

Complaints/Suggestions

We endeavour to give you the best service possible at all times. If, however, you have any concern about the service you have received, please ask at the reception for the complaints procedure leaflet. We would welcome any suggestions that may improve our service. These should be forwarded in written form to the practice manager.

Advice, Support and Having Your Say

If you would like more help and advice we would suggest that you contact:

PALS (Patient Advice and Liaison Service) – 01202 318954

For advice, information and guidance when you need help (via NHS Direct 0845 4647).

ICAS (Independent Complaints Advocacy Service)

For advice on how to complain and support when making a complaint (via NHS Direct  0845 4647).

PPI (Patient and Public Involvement) Forums

To have a say about health services and how they are run (0845 120 7115).

Help Us To Help You

A Few Tips To Make Life Easier

1. Please try to attend your appointments on time. If you are late you not only hold  up the doctor but all the other patients for the remainder of the surgery.  The doctor or nurse  may be unable to see you if you are more than 15 minutes late.

2.  If you are unable to attend please cancel your appointment with as much notice as possible. Such appointments are in demand by other patients.

3.  Your doctor tries to keep to time. Please be patient. Please ask the receptionist for an extended appointment if you think your problem may need longer than 10 minutes.

4.  Please try to avoid bringing in lists of problems to one appointment. It is preferable to make several appointments with only one or two problems.

5.  When possible, if you need repeat prescriptions, request them at reception and not during your consultation.

6.  The out-of-hours service is an emergency service. Please only use it as such.

7. If you are unable to work due to illness, YOUR EMPLOYER will provide you with an SC2 certificate to cover the first seven calendar days of lost work. After this you will need to be seen by a doctor for further certification.

8. Patients are responsible for telephoning the surgery for test results. Matron is responsible for patients in nursing homes. Please telephone after the morning surgery.

9. If you change your name, address, postcode or telephone number, please let us know as soon as possible to help us keep our records up to date.

Primary Care Trust

Our practice is a member of NHS Bournemouth and Poole, Canford House, Discovery Court Business Centre, 551-553 Wallisdown Road, Bournemouth BH12 5AG  Tel: 01202 541400.