Our Responsibilities To You
We are committed to giving you the best possible service. This will be achieved by working together.
1. You will be treated as an individual and afforded courtesy and respect at all times, irrespective of your ethnic origin, religious belief, personal attributes or the nature of your health problems.
2. Following discussion you will receive the most appropriate care, given by suitably qualified people.
No care or treatment will be given without your informed consent.
3. We will give you full information about services available at the surgery and how to make a suggestion or complaint to us. Our aim is to improve services and so we welcome any comments that you may have.
4. We will arrange a home visit as appropriate for those patients who are too ill or infirm to be brought to the surgery. Outside normal working hours the doctor visiting you will be from the East Berkshire Primary Care Out-of-Hours Service.
5. Our appointment system is there to help you. You will be given a time at which the doctor or nurse hopes to be able to see you. We will try to ensure that you are seen on time, but some consultations take longer than others and we have no way of knowing about this in advance.
When there is a prolonged delay, an explanation will be given by the receptionist. If there is a patient with an emergency or a serious problem, we will give them priority.
6. 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.
7. In exceptional circumstances we sometimes have to remove patients from our list. If a patient is being removed from our practice's list, they will be advised in writing. However, we will only do this if a patient repeatedly and persistently ignores their responsibilities to us and other patients. If patients are violent or seriously abusive towards any of the practice staff, we will immediately remove them from our list.
Your Responsibilities To Us
Help us to help you.
1. We ask that you treat doctors, their families and all practice staff with courtesy and respect.
2. We would ask you to try and follow the medical advice offered, to take any medication as advised, but to contact the practice if your medication appears to be causing problems.
3. Please read our practice booklet which will help you to get the best out of our services and explain the arrangements that we have made to receive your comments.
4. It would help us if you asked for home visits only when you or a member of your family are too ill to visit the surgery. If you do need a home visit, please let us know before 10.30am, unless a genuine emergency arises later.
Outside surgery hours cover is provided for emergencies at all times, by the East Berkshire Out-of-Hours Service but please do not call out of hours unless an emergency arises which cannot wait until the next surgery.
Please ask for a night visit only when you feel it is truly necessary. The doctor will decide if a visit is appropriate when you have explained the symptoms to them.
5. Please do everything you can to keep appointments and be on time. Let us know in advance if you will be unable to make it.
If more than one member of your family needs to be seen, please ask for more than one appointment. This helps to avoid delays.
If we are running late, please be patient.
6. Please try to look after your own health and that of your children.
7. If you are dissatisfied with us or the services we provide you have the right at any time to leave our list and practice.
Zero Tolerance Against Violence
If a patient abuses, threatens or assaults any person on the practice premises they will be reported to NHS England, the police may be called and they may be removed from the practice list. If a second incident was to occur, they may be placed on the Violent Patient Register and receive their general practice treatment within a secure unit, ie within a police station, some distance away.
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.
Practice Policy On Information Sharing And Confidentiality
1. Details about patients registered at this practice (both personal and medical information) are recorded on computer and in paper form. Some of this information will be sent to hospital consultants and other health professionals to whom the patient is referred by the GP, in order to provide continued health care and obtain treatment for them.
2. Periodically, health authority staff will check selected sets of medical records to confirm which patients attended the surgery and what services were provided.
3. To ensure the security of the information obtained, all of the health care staff who have access to patient details and medical records are covered by confidentiality clauses in their employment contracts, and the Data Protection Act.
4. We will not disclose your information to third parties (except as in 1 and 2 above) without your permission unless there are exceptional circumstances, such as when the health or safety of others is at risk or when the law requires information to be passed on.
Our guiding principle is that we are holding your records in strict confidence.