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General Information
On this page you can find
information or links on the following:
Comments and Suggestions
- We welcome comments and
constructive suggestions to help us improve the
service. If you have any comments, or if you have
experienced problems, we would encourage you to
speak to a member of the practice team, or if you
prefer you can write to Paula Russell, our
Practice
Manager. We have a specific form for complaints.
Advice on our complaints procedure can be obtained
form our reception staff. We keep all patient
details on computer to help maintain accurate
records and more efficient administration. Should
you require to see your records please contact the
surgery.
Complaints Procedure
- We always try to provide the
best services possible, but there may be times when
you feel this has not happened. The following
information explains our in-house complaints
procedure, drawn up to respond to patient grievances.
Our practice procedure is not able to deal with
questions of legal liability or compensation. We hope
you will use it to allow us to look into and, if
necessary, correct any problems that you have
identified, or mistakes that have been made. Please
note that we have to respect our duty of
confidentiality to patients and a patient’s consent
will be necessary if a complaint is not made by the
patient in person. If you wish to make a complaint,
please telephone or write to our practice manager.
Full details will be taken and a decision made on how
best to undertake the investigation. The full
procedure will then be sent to you.
Confidentiality
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We ask you for
personal information so that you can receive 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 team and with other health professionals.
Disabled Access
- The surgery has access and
toilet facilities for disabled people. Staff are
pleased to assist with practical problems of
disability or handicap – please ask them. We have a
Minicom system at Lime Tree for profoundly deaf
people. We also supply batteries for NHS hearing
aids – just bring in your used batteries and record
book.
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 the
Practice Manager.
Primary Care Trust
Your Relationship With Us
- Please help us to help you by
cancelling appointments which you no longer need,
giving as much notice as possible. We aim to provide a
safe and pleasant environment for our patients and
staff, therefore threatening, abusive, aggressive or
violent behaviour is not acceptable. The NHS has a
zero tolerance policy to such behaviour and the
practice will take appropriate action.
- Our responsibility to you
We are committed to giving you the best care.
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
and the doctors’ or nurses’ names are indicated on
their surgery doors.
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 have to wait more than 30 minutes in the
waiting room without receiving an explanation for
the delay.
Access: You will have access to a doctor on
the same day in case of urgency. We will arrange a
home visit as appropriate for those who are too ill
or infirm to be brought to the surgery.
Telephone: We will try to answer the phone
promptly and ensure that there are sufficient staff
to do this. You should be able to speak to a doctor
by telephone but it is likely that the doctor will
be asked to call you back.
Respect: Patients will be treated as
individuals and partners in their healthcare,
irrespective of their ethnic origin or religious and
cultural backgrounds
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.
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