PRACTICE CHARTER STANDARDS

WHAT WE DO

We don’t see patients in the surgery all day, so what else do we do? There are acute home visits every day; we also visit a number of elderly and housebound patients on a regular basis.

We check and sign all repeat prescriptions and sick notes which have been requested. There are frequent telephone calls asking for advice. There is also lots of paperwork! Letters, reports and results of tests come in daily; all have to be read and acted on. We prepare referral letters to hospital consultants and clinics, and reports for insurance companies, employers and solicitors. We have close contact with social services and prepare reports and attend conferences with them. We have daily discussions (and more formal weekly meetings) with our nurses, health visitors and other staff - extremely important because we work together as a team.

COMPLAINTS AND SUGGESTIONS

The need of sick people and their carers are complicated and not always easy to anticipate. As doctors, nurses and receptionist, we try to remember how stressful and worrying it is to be a patient - we too get stressed by the nature of the work and the long hours involved. If you tell us where problems have arisen it gives us the chance to try and put things right. We try to provide the best possible service, but sometimes things do go wrong. If you think this has happened in your case, please speak to our practice manager, Mrs Nikki Long.

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.

ZERO TOLERANCE

The practice supports the NHS policy of zero tolerance with regard to violence or abuse to the doctors, staff or others on the practice premises or other locations where treatment may take place. Persons abusing this policy may be reported to the police and removed from the practice list.

PATIENT CONFIDENTIALITY AND DATA PROTECTION

We ask you for personal information so that you can receive appropriate care and treatment. This information is recorded on computer and we are registered under the Data Protection Act. The practice will ensure that patient confidentiality is maintained at all times by all members of the practice team. However, for the effective functioning of a multi-disciplinary team it is sometimes necessary that medical information about you is shared between members of the practice team.

LANGUAGES

If your first language is not English, the practice can make arrangements for you to have telephone access to an interpreter during a consultation.

THE TREATMENT ROOM

We offer the benefits of a well-equipped treatment room, much of the equipment having been generously donated by our patients. If you wish to contribute to our equipment fund please contact our practice manager. The treatment room is open from Monday to Friday. Our practice nurses undertake duties such as injections, vaccinations, dressings, smears, removal of stitches and ear syringing. There is a daily transport of pathological specimens to the hospital laboratories; therefore all specimens must be received by 11.00am to link with the specimen transport. Appointments can be booked up to six weeks in advance at the treatment room reception between 9.00am and 1.00pm and at the main reception from 2.00 to 6.30pm.

Our practice nurses play an important role in the management of diseases such as asthma, diabetes, heart disease, and they organise clinics to support our patients.