PRACTICE CHARTER STANDARDS

These are local standards set within this practice for the benefit of our patients. It is our job to give you treatment and advice. Following discussion 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 to understand all the information given to you. Please ask us questions if you are unsure of anything.

Our Responsibility To You:
We are committed to giving you the best service.

Names: People involved in your care will give you their names and ensure that you know how to contact them. The surgery should be well signposted.
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 not wait more than 'minutes without receiving an explanation for the delay.

Access: You will have access to a doctor (not necessarily your named GP) rapidly in cases of emergency and on the same day in cases of urgency.
Please ensure that you tell the receptionist that it is an emergency.

Telephone: We will try to answer the phone promptly and to ensure that there are sufficient staff available to do this. You should be able to speak to a doctor by telephone.

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 further appointment needs to be arranged, we will advise you when and how to obtain 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 we offer. Every effort will be made to ensure that you receive that 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 avoid illness; self-help which can be undertaken without reference to a doctor in the case of minor ailments.

Health Records: You have the right to see your health records, subject to limitations in the law. These will be kept confidential at all times.

Your Responsibility To Us:
Help us to help you.

Please let us know if you change your name, address or telephone number.

Please do everything you can to keep appointments. Tell us as soon as possible if you cannot. Otherwise, other patients may have to wait longer.

We need help too. Please ask for home visits by the doctor only when the person is too ill to visit the surgery.

Please keep your phone call brief and avoid calling during the peak morning time for non-urgent matters.

We ask that you treat the doctors and practice staff with courtesy and respect.

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

Please ask if you wish to see your doctor

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

COMMENTS AND SUGGESTIONS

We are happy to accept and consider comments and suggestions from our patients. Please present your views in writing to the Practice Manager or e-mail to the Practice, cloisters.practice@nhs.net

COMPLAINTS

The Cloisters Medical Practice believes that complaints should be viewed positively and seen as a mechanism for monitoring and improving the quality of the services it provides. In addition, it is the right of all service users to bring to the practice’s notice any aspects which they are unhappy or concerned about. All complaints are fully investigated and treated fairly.

The practice's belief that complaints are an important mechanism and an opportunity to improve the quality of services means that staff do not feel threatened or defensive about complaints and this helps to ensure they are dealt with fairly.

When a complaint involves clinical judgement, this will be investigated by the discipline involved.

The following procedure has been adopted by the practice:

• Please direct your verbal or written complaint to the practice manager

• If a written complaint is received it will be acknowledged within two working
days

• If deemed necessary, a meeting will be arranged with the complainant, the
practice manager and/or office manager at the earliest, mutually convenient
date and time

• Investigations will be completed and a reply sent to the complainant within
10 working days of the complaint being received

• If the timescale cannot be met, a letter will be sent to the complainant giving
the reasons for this

CONFIDENTIALITY AND DATA PROTECTION

All the staff and doctors of The Cloisters Medical Practice are bound to maintain patient confidentiality at all times. Any breach of confidentiality will be treated very seriously and could lead to disciplinary action for the staff concerned.
Any medical information relating to yourself will not be divulged to any member of your family or any other agency without your written consent.

Information about patients is held on computer and in written medical records. The practice is registered with the Data Protection Register. In accordance with the Data Protection Act 1998 and the Access to Medical Records Act 1990, patients may request to see or to have copies of their medical records or to have them released to a third party. Such requests should be made in writing and there may be an administration charge.

You can also make an appointment with the GP to have your records explained to you. Please tell the receptionist if this is the reason for the appointment.

Information about patients is not released without consent unless there is a legal obligation to do so.