PRACTICE CHARTER

CONFIDENTIALITY AND ACCESS TO INFORMATION

Everyone working for the NHS has a legal duty to keep information about you confidential. We ask you for information about yourself so that you can receive proper care and treatment. We keep this information, together with details of your care, because we may need it if we see you again. You may be receiving care from a number of different NHS professionals and for us all to work together for your benefit we may need to share information about you from time to time. We will only pass on information to other allied professionals when there is a genuine need and it is in your interest. Anyone who receives information from us is under a legal obligation to keep it confidential. It is important to remember that the Data Protection Act and Access to Health Records Act, with which the practice complies, allows you to have access to computerised and written information about you. Please contact the practice manager under such circumstances or if you have any specific concerns about how information about you is dealt with at the practice.

SUGGESTIONS AND MAKING A COMPLAINT

We endeavour to provide a friendly and helpful service to all our patients at all times. If you have any helpful comments to make please put them in the suggestion box in reception. Alternatively, you can send them directly to the practice manager.

If you have a complaint, please make this in writing to the practice manager, who will initiate the formal practice complaints procedure. Leaflets outlining the practice complaints procedure are available on request at the main reception desk.

ZERO TOLERANCE TO VIOLENCE

In keeping with the rest of the NHS, this practice operates a zero tolerance policy towards unacceptable behaviour to protect its entire staff. Our definition of unacceptable behaviour includes bad language, aggressive gestures, abusive comments, or attempted or actual physical assault to any member of staff or other patient of this practice. This policy applies equally to unacceptable verbal behaviour conducted over the telephone. The practice will request the removal of any patient from the practice list who is aggressive or abusive. Removal from the list will also ensue should an individual be caught stealing property at the practice or who intentionally damages practice/staff property. All instances of theft, damage or actual physical assault on a staff member or another patient by a patient or their relatives will be reported to the police.

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 reception.