Practice Charter Standards
Patients' Rights And Responsibilities
How You Can Help Us
We believe patients deserve our time and respect and as such we feel it is inappropriate to "rush" through several problems at a single consultation. We ask patients not to bring any more than
one or two problems to a single consultation wherever possible.
From time to time we may need to get in touch with you so it is very important that you inform us as soon as possible of any change of address and telephone number or becoming ex-directory.
We will not tolerate violent or abusive patients and will in most circumstances remove such patients from our list with immediate effect.
Our Responsibility To You
We aim to provide a safe, friendly and efficient service to all our patients.
We are always aiming to improve our services and as such would welcome any suggestions.
It is a measure of our commitment to you that we undertake an annual survey from a random group of patients to assess their views on our service, to reflect on this information and to discuss it openly with a
representative body of patients and thereby change aspects of our service where necessary.
Confidentiality
Personal health information is contained within patients' records both on paper and computer records. This information is completely confidential. Everyone working in the NHS has a legal duty to keep any
information received from us confidential. No outside agency, your place of work or a member of your family can have access to any information about you without your prior written consent. A written application is
required to access your medical records. There may be a fee for this service.
Complaints
We know that things are not always perfect and despite our best efforts sometimes go wrong.
If you feel the need to complain about our service, please put your complaint in writing for the attention of our Practice Manager. We have an in-house complaints procedure and hope to resolve all complaints
within the practice system. We will acknowledge receipt of your complaint within two working days and will investigate and offer you a written explanation within 10 working days. If the problem cannot be
resolved within the practice, we will advise you of further action you can take.
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