abusive behaviour access to notes & records ANNUAL REPORT 2009 (PDF) BEREAVEMENT Complaints confidentiality

disabled access freedom of information medical certificates practice charter private services training of medical students

We understand that people can behave differently when worried, unwell or under stress, but it is not part of our job to endure abusive behaviour, either verbal or physical.

We have the right to remove from our list any patient whose own behaviour, or the behaviour of their relatives, is unacceptable. In this situation we would normally issue a written statement explaining why this decision has been reached.

You have the right to see any notes in your file written after 1st November 1991. You are also entitled to see any data held on your file of the computer system under the terms of the Data Protection Act. The practice manager will be able to help you with such enquiries but you will need to put your request in writing and arrange an appointment to see him.

If the death occurs at home:

1. Telephone the doctor. He/she will visit to confirm death has taken place.

2. Contact a funeral director.*

When death occurs in hospital:

1. Contact a funeral director* to inform them that their services will be required.

2. Collect doctor's death certificate from the hospital.

3. Take the certificate to the registrar’s for the area in which death took place. Also take the deceased’s medical card if available and birth certificate.

4. Take the green form to the funeral director who will take over complete responsibility for arranging the funeral.

* As a practice we do not recommend any specific funeral director in preference to another.

We offer a practice complaints procedure to deal with comments, suggestions and complaints about the services we provide. Our practice manager will give you further information. Our aim is to give you the highest possible standard of service and we try to deal swiftly with any problems that may occur.

All information discussed with the doctors and other practice staff will be treated in the strictest confidence. All of our staff have had training in the handling of confidential information. Our written and computer records are compliant with the Data Protection Act 1998. Clinical information held by the practice is accessible only to practice staff and, under certain circumstances, other members of the primary health care team (eg midwife, health visitors, district nurses). Information will not be disclosed to other parties without the patient's permission, usually in writing.

Disabled parking bays are situated next to the main entrance, which has automatic double doors. All the reception desks have specially designed low level counters for wheelchair patients. All consultation rooms are accessible by wheelchair. Disabled toilet facilities are provided.

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.

Details of this scheme are available through the practice manager.

If you are absent from work for three days or more because of illness, you need to complete form SC2 (or SCl if you are self-employed). These are available at reception. For absences of seven days or more, you need a sick note from the doctor. These can only be issued if the doctor has seen you on the same day or the previous day, or if you were recently seen by a hospital doctor who has written to your GP. Occasionally, a special note can be issued if you are unable to work because of chronic illness and have been seen recently by a doctor. Notes which are issued for reasons other than this fall outside the NHS contract and may be charged for.

Our Responsibility To You
We will respect your confidentiality at all times.
We will treat you with respect, kindness and patience.
We will provide appropriate emergency treatment in the home when required.
We will offer you advice on decreasing your risk of serious illness in the future.
We will manage any chronic illnesses to our best ability.
We will provide letters to specialists, upon agreement, within five working days.
We will see any urgent cases the same day.
We will provide appointments with your own doctor within five working days, barring illness, study leave and annual leave.
We will endeavour to see routine appointments within 30 minutes of the appointment time.
We will deal with any complaints swiftly in accordance with an established protocol.

Your Responsibility To Us
Please do not ask for information about other people, including friends and relatives.
Please treat us with respect, kindness and patience. Abusive behaviour, either verbal or physical, will not be tolerated.
Please treat minor illnesses yourself before deciding whether an appointment is required.
Please attempt to attend the surgery whenever possible instead of requesting a visit.
Please notify us if you cannot keep any appointment.
Please be sure to keep specialist appointments or make arrangements, with due notice, to cancel them.
If you believe that you need an urgent appointment, please contact us as early in the working day as possible.
Please request out-of-hours visits (between 6.00pm and 8.30am) only in an emergency.
Please notify us if you have moved house.
Please tell us of any grievances you may have with us, so that they can be put right.

We are often asked to complete forms or write reports which are outside the remit of our NHS work, therefore a charge will be made. Examples include: fitness to exercise, fitness for scuba diving, fitness to drive a heavy goods or passenger-carrying vehicle, cancellation of holiday etc. The charge will be higher if you need to be examined by the doctor. If the examination forms part of an application for, say, life assurance, the cost will be met by the insurance company. Please ask at reception if you have such a request.

We occasionally have medical students from London University attached to the practice. They are all about to qualify as doctors and an learning about general practice. We hope you will wish to help them, but if you do not wish the student to be present during your consultation with the doctor, please let us know. The receptionist will inform you if a student is present.

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