Below we set out your rights and responsibilities as a patients and ours as a provide of medical care.
All new patients will receive a copy of the practice leaflet and copies will be displayed and made available at our reception desk.
Our surgery will be clean, hygienic and well maintained to ensure that it is comfortable and welcoming for patients and visitors. Our surgery will provide for the disabled and have a clear layout for patients to find their way around. We will conform to the health and safety regulations to ensure the safety of all patients and visitors whilst on our premises and to provide suitable conditions for carrying out treatment.
Patients right to general medical services
Patients have a right to:
- Be registered with a General Practice.
- Be offered services and new patient health checks in order to promote health.
- Be provided with routine appointments with the doctor of their choice within the practice.
- Be offered telephone advice where appropriate.
- Have access to an out of hour’s service if in need of urgent attention.
- Request and be granted home visits if in need of urgent attention and treatment but is unable to attend the surgery for medical reasons.
- Receive the appropriate medicines.
- Have their medication dispensed by the practice if they are within our dispensing area.
- Be referred for specialist treatment where appropriate.
- Request second opinions from another GP if it is agreed with their own doctor that this is suitable.
- Know that those clinicians and staff members are under legal obligation to keep all information regarding patient personal details confidential, unless instructions are given which override this.
- Have the right to review their health records subject to the provision of the acts.
- Choose whether they wish to take part in medical student training or medical research.
- Make informed choices about treatment.
- Receive information about their local doctor through the health authority’s local directory.
- Facilities that enable confidential discussions with staff.
- Be able to be chaperoned by a member of staff during consultations.
Complaints, suggestions and enquiries
Patients have a right to:
- Be provided with comment and suggestion forms in the reception area, or download a Suggestions Form here.
- All constructive comments and suggestions will be given consideration by the practice.
- Receive a copy of our complaints procedure on request or download our Complaints Procedure here.
- a full and prompt reply to any complaints about the practice or the services provided.
- All written complaints will be recorded and acknowledged with in 3 working days of receipt.
- Where a complaint is made against a clinician, the opportunity is available to speak with another GP within the practice if requested.
Patients have a right to:
- Be provided for, with care and courtesy.
- Be cared for in a non-prejudice environment.
- Have their needs fulfilled as far as is reasonable practicable in a professional, sensitive and caring manner.
- Be provided with services and staff according to government standards and where possible beyond.
- Receive help and consideration for carers assisting them into the surgery.
- Know about any facilities which will help them, with particular consideration to special needs, disabilities and cultural differences.
Changes in our procedures
- Patients has the right to be informed of any changes within the practice, which may affect them.
- The procedures for requesting repeat prescriptions are to be explained in our practice leaflet.
- Repeat prescriptions to be available for collection 48 hours after receipt.
- Urgent medical referrals to other health professions to be processed within one working day.
- All non-urgent referrals to be processed within seven working days from the doctor’s consultation or decision to refer.
- Procedures for gaining test results to be explained in the practice leaflet and result instruction slips to be available at the main reception desk.
Transfer of medical records
- Patients medical notes requested by the health authority will be despatched within 14 working days (seven working days for urgent requests).
Accessing medical records
- Assistance will be given to any patient wishing to have access to his or her own medical records subject to the relevant acts.
- The patient’s doctor will be available to explain medical terminology within the legal time scales.
Privacy and Confidentiality
- All members of the practice are under legal obligation to respect their patient’s privacy and confidentiality
Appointments with a doctor:
- Routine appointments will be offered to patients with the doctor of their choice within a reasonable time.
- Urgent same day appointments will be offered to patients who need to be seen urgently with the Nurse Practitioner or Duty Doctor as appropriate.
Appointments with practice nurses
- Routine appointments will be offered within a reasonable time.
- Urgent appointments where there are not any available will need to be discussed with the practice nurses.
Out of hours emergencies
- An out of hour’s service will be provided through South East Health.
- The procedure for contacting the out of hours service will be made as simply as possible and can be found in the practice leaflet or by telephoning our surgery phone number.
Home visits with a doctor
- To be provided with home visits by the doctor if in need of urgent attention and treatment but are unable to access the surgery for medical reasons.
Appointments with a district nurse
- The district nurse will provide services where appropriate as arranged by the GP.
- Surgeries and clinics where ever possible will normally start on time.
- Patients are expected to be seen within 30 minutes of their appointment time.
- When a Doctor is called out of surgery the patient will be informed, given the opportunity to make another appointment or alternatively to see another doctor.
- We will provide patients with non-NHS services for which a tariff is displayed in reception.
- We will complete non-NHS work where possible, only after NHS work is complete.