Practice Charter

Patients' Rights

1. To be registered with a GP.
2. To be seen by a health care professional within 48 hours.
3. To be referred to a consultant when the GP feels it is necessary.
4. Change your GP should you feel it necessary.
5. To be given a copy of the Practice Booklet.

Patients' Responsibilities

1. To cancel unwanted appointments.
2. To be courteous to the practice team.
3. To tell us if you have moved house or change telephone number.
4. To request a repeat prescription before completely running out of medication.

Complaints Procedure

We always try to provide a good quality service. When a complaint is made, we would like to resolve the complaint at practice level as far as possible. We hope that any complaint received will be sorted out easily and quickly. When we receive a complaint we use it to look at our service and make changes if necessary.

All complaints should be made in writing to the practice manager or lead GP. A leaflet (How to make a complaint about NHS services) is available from reception.

Comments, Compliments and Suggestions

The practice welcomes any comments, compliments or suggestions regarding the service provided. There is a suggestion box available or comments can be given to any member of staff. The practice will try and improve on your good ideas.

Zero Tolerance

We are here to help you in any way we can. However, our staff deserve the right to work in an environment that is free from fear of violence, aggression or abuse. The NHS has a zero tolerance policy. Aggressive, abusive or violent behaviour may result in you being removed from the practice list.

Freedom Of Information

The FOI Act operates alongside the Data Protection Act, which allows people to access information about themselves.

Data Protection

This practice is fully computerized therefore your medical information is held on our EMIS medical computer system. This information is covered under the Data Protection Act.

Access To Medical Records

Under the Data Protection Act 1998 people have a right to see any files about them including their health records. Access can only be denied if there are compelling reasons.

All application to access medical records must be put in writing using the specific form which can be obtained from reception. The practice will respond within 40 calendar days of receiving a request. A fee will be charged if any copies are requested.

Patient Advice and Liaison Service (PALS)

PALS is available to every patient and will:

• Provide you with information about the NHS and help you with any other health-related enquiry

• Help resolve concerns or problems when you are using the NHS

• Provide information about the NHS complaints procedure and how to get independent help if you decide you may want to make a complaint

• Provide you with information and help introduce you to agencies and support groups outside the NHS

• Inform you about how you can get more involved in your own healthcare and the NHS locally

• Improve the NHS by listening to your concerns, suggestions and experiences and ensuring that people who design and manage services are aware of the issues you raise

• Provide an early warning system for NHS Trusts and monitoring bodies by identifying problems or gaps in services and reporting them.

You can contact PALS by ringing 020 8795 6771 / 6753 / 6752