THE PATIENTS' CHARTER

The Government has given the Health Service quality standards which are the right of all patients. While we agree that these standards are important we do not feel they are achievable without the help of our patients. We ask you then to read this section bearing in mind that we will keep to the standards set if you give us the opportunity to do so.
We would expect patients to:

• Treat doctors and practice staff with courtesy
• Be punctual for appointments
• Keep within the 10 minute consultation time.
• Remember an appointment is for one patient only
• Give reception notice if you are unable to attend your appointment
• Be patient if the doctor is running late
• Not request an out-of-hours visit unless it is an emergency which cannot wait until the
morning

COMMENTS/COMPLAINTS

Any comments about the service provided should be passed in writing to any member of staff who will forward it to the doctor. The surgery has an in-house general practice complaints procedure. Patients can obtain a copy of this at reception.

ACCESS TO HEALTH RECORDS ACT 1990

Patients have the right to have access to their health records made after November 1st 1991. The Act applies to both private and NHS patients. Records must be intelligible to lay persons and upon request must be explained to those authorised to see the records.

The following people may apply to see their records:

• The patient
• Another person but only when the patient's express consent has been given
• A person appointed by the Courts to manage a patient's affairs
• Where the patient is deceased, the patient's personal representative and any person who
may have a claim arising from the patient's death. Access is limited to the relevant part of
the health record.
• A child under 16, who, in the view of the health professional, is capable of understanding the implications. A child under 16 does have the right to confidentiality but parents have
a responsibility in ensuring that the child's record is accurate and contains no information
prejudicial to the child

In order to view medical records an appointment must first be made with the practice manager. Proof of identity or other checks may be made before allowing access.

CONFIDENTIALITY

We adhere to high standards of confidentiality as laid down by the Data Protection Act 1998, NHS Caldicott Principles and the Health and Social Care Act 2001.

We ask you for personal information so that you can receive appropriate care and treatment. This information is recorded in manual records and on computer. We 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.