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PRACTICE CHARTER
Our Service To You
As a patient of this practice you can expect:
1: to be seen the same day for conditions you and a doctor agree are urgent
2: to have a telephone consultation or see a healthcare professional within 48 hours for non urgent conditions.
3: to have your records treated confidentially, subject to your wish to have relatives and friends informed of the progress of your treatment
4: to be seen at home at your doctor's discretion
5: to have your long term medication and treatment reviewed at agreed intervals
6: to be informed (through leaflets etc) of the practice's services and how best to use them
7: to receive health care in clean, comfortable and appropriate surroundings
8: to be treated with courtesy
Help Us To Help You
As a patient of this practice we expect you:
1: to treat the doctors and practice staff with courtesy. The partners will not tolerate violence and/or abuse directed at any member of the practice team or service users; behaviour of this nature will result in your immediate removal from the surgery list.
2: to be punctual for your appointment time
3: to give the practice as much notice as possible if you are unable to keep a booked appointment
4: to make more than one appointment if more than one person needs to be seen
5: to be prepared to make further appointments if you have numerous or complicated problems
6: to be patient if appointment times are running late - it may be you who needs the extra time on another occasion
7: to ask for a home visit only if the illness prevents you from attending the surgery - children can usually be safely brought to the surgery
8: to only contact the doctor out of surgery hours in cases of an emergency which cannot wait until the next working day
9: to give two working days notice of repeat prescriptions/medication you may need
Complaints
We aim to provide the best possible service to our patients but misunderstandings do sometimes happen. Please feel free to discuss any concerns AT THE TIME WHEN THEY OCCUR. We aim for a speedy resolution of problems to a mutual satisfaction. The doctors and practice manager are available to discuss any problems.
Complaints should be submitted in writing to Mrs Sewell, Practice Manager. This can be done by letter, or completion of a form available from the receptionist.
However, if you wish to speak to someone directly, please let the receptionist know and this will be arranged.
We would also like to hear your suggestions about how we can improve our service to you, or if you think we have provided a good service.
Your feedback is very important to us.
Computers
The practice is computerised and certain details of your medical records are kept on computer. These are strictly confidential and the practice is registered under the Data Protection Act 1998.
Confidentiality Of Medical Records
Your medical record is a lifelong
history of your consultations, illnesses, investigations, prescriptions and other
treatments.
Your GP is responsible for the accuracy and safekeeping of your medical record,
whether it is a paper or computer held record. Computerised records are covered
by the Data Protection Act and subject to the conditions therein. You can help
to keep this information accurate by informing your GP of any change in your name,
address, telephone number or marital status, and by ensuring your GP is informed
about any changes in your health, or the treatment that you receive.
If you move to another area or change GP, your medical records will be sent to
the appropriate Health Authority to be passed on to your new practice. However,
a copy of all computer entries made onto your record during the time you were
registered will be retained by this practice.
You have a right to keep personal health information confidential between you
and your GP. Your GP will normally share this information with others involved
in your health care, unless you ask them not to. Even if you
are under 16, nothing will be said to anyone - including parents, care workers
or teachers - without your permission.
How can I find out what is in my medical record?
We are required by law to allow you access to your medical record. If you wish
to see your records, please contact the practice manager for further advice. All
requests to view your records should be made in writing. We charge a small fee
to cover administrative costs. We have a duty to keep your medical record accurate
and up to date. Please inform us of any errors of fact that have been made over
the years.
What we will not do
To protect your privacy and confidentiality, we will not normally disclose any
of your medical information over the telephone or fax, unless we are sure that
we are talking to you. We will not disclose any information to your family, friends
or colleagues about any medical matters at all, unless we know that they have
your consent to do so.
Furthermore, practice staff have been instructed not to disclose any patient information
over the phone. Please do not ask them to do so.
If you have any queries, comments or complaints about privacy, confidentiality
or the content of your medical record, please contact the practice manager .
| Who could see my records? | Why? |
| Doctors | To provide health care and treatment: |
| Practice Nurses Health Visitors District Nurses Midwives |
It is our policy to have a single medical and nursing record for each patient. We firmly believe that this offers the best opportunity to deliver the highest quality of care from a modern primary care team. Therefore, access to records will only be given to those professionals involved in the treatment or investigation of your health needs. |
| Therapists Medical Technicians Pharmacy Advisers Clinical Auditors |
Access to records will only be given to those professionals directly involved in the treatment or investigation of your health needs or those carrying out essential clinical audit or research. |
| GP Registrars Medical Students |
Some practices are involved in the teaching and training of doctors and medical students . If you see a medical student or GP registrar during your consultation, they may be given supervised access to your health records. |
| Practice Staff | Practice staff have access only to such information that they need to perform their role within the practice, informing the Health Authority of registration and claim details, and performing various administrative tasks. |
| Government | We are required by law to notify the Government of certain infectious diseases for public health reasons. |
| Law Courts | The law courts can insist that doctors disclose medical records. When we are asked for medical reports from solicitors, we will only provide them if we can obtain signed consent to disclose information from the patient or if they are released under a court order. |
| Health Authority | We provide them with
limited information so that they can organise national health care programmes
such as childhood immunisations, cervical smear tests and breast screening. GPs also inform Health Authorities of registration changes and certain procedures that they will carry out on patients. |
| Social Services The Benefits Agency Local Authorities and other statutory authorities |
We would not normally disclose any information without your signed consent. This is sometimes needed in order for benefits or other support to be provided. |
| Life Assurance Companies | We provide information only when we have received your signed consent to do so. |
In case of a medical emergency, relevant information may be passed on to other
health care workers. Confidential information may also be passed on to protect
you or someone else from serious harm, but we will always attempt to discuss this
with you first.
Anyone authorised to see your medical records has a legal, ethical and contractual
duty to protect your privacy and confidentiality.
Statistical information on the quantity and quality of health care provision and
need is collected in anonymity from your medical record to help us to plan and
manage the NHS. This is essential if we are to ensure we attempt to match our
resources to the public health needs. It also helps us to review the standard
of care provided and to train and educate staff and undertake research approved
by the local Research Ethics Committee.
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.
In the event that you are unhappy with any of our services, or require information on other local services, please contact:
Wandsworth Teaching Primary Care Trust Headquarters
2nd Floor, Teak Tower
Main Building
Springfield University Hospital
61 Glenburnie Road
London
SW17 7DJ
Tel: 020 8682 5816
Fax: 020 8682 5846
This scheme is available from reception.