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Practice Policies

Our Partnership With You

Our Responsibilities To You

Your Responsibilities To Us

We are committed to giving you the best possible advice.

Help us to help you.

You will be treated as a partner in the care and attention you receive.  You will be treated as an individual and will be given courtesy and respect at all times, irrespective of your ethnic origin, religious belief, personal attributes or the nature of your health problems.

Being a partner means that we have responsibilities to each other.  We ask that you treat the doctors, all practice staff and their families with the same courtesy and respect.

Following discussion you will receive the most appropriate care, given by suitably qualified people.  No care or treatment will be given without your informed consent.

In return we would ask you to try and follow the medical advice offered, and to take any medication as advised.

We will give you full information about the services we offer.  Every effort will be made to ensure that you receive the information which directly affects your health and the care being offered.

Please read our practice leaflet.  This will help you to get the best out of the services we offer.

People involved in your care will given you their names and ensure that you know how to contact them.

Please let us know if you change your name, address or telephone number.  Due to the high cost of mobile telephone connections, we would rather use a landline wherever possible. 

It is our job to give you treatment and advice.  In the interest of your health it is important for you to understand all the information given to you. 

Please ask us questions if you are unsure of anything.

We will arrange a home visit as appropriate for those patients who are too ill or infirm to be brought to the surgery.

We need help too.  Please ask for home visits by the doctor only when patients are too ill to visit the surgery.

Please do not ask for a home visit unless the patient cannot be brought to the surgery.  In particular, most children can quite safely be brought to the surgery by car.

Please ensure that your request for a home visit reaches the surgery before 10.30am unless a genuine emergency arises later.

Outside surgery hours, Perth Emergency Doctor Service provides cover for emergencies at all times, but please do not call out of hours unless about something which cannot wait until the next day.

We run an appointments system in this practice.  You will be given a time at which the doctor or nurse hopes to be able to see you.  Requests for home visits and same day appointments are triaged by our specially trained nurses, to ensure that you get the service that you need.

Please do everything you can to keep appointments, tell us as soon as possible if you cannot, and be ready to tell us details of your past illnesses, medication, hospital admissions and any other relevant details.

We will try to ensure that you are seen on time, but some consultations take longer than others and we have no way of knowing about this in advance.  If there is a patient with an emergency or a serious problem we will given them priority.  When there is a prolonged delay, an explanation will be given by they receptionist.

Please try to be punctual.  If you arrive later than your appointment time this may cause delays and inconvenience to other patients.  Please ask for more than one appointment if you want more than one patient to be seen.  If we are running late, please be patient, because on another occasion it might be you that needs the extra time.  Please do not blame the receptionist.

We will provide you with information about how to make suggestions or complaints about the care we offer.  We want to improve our services and we will therefore welcome any comments you have.

Please read our practice leaflet which will tell you about the arrangements we have made to receive your comments.

We will try to answer the phone promptly and to ensure that there is sufficient staff available to do this.

Please keep your phone call brief and avoid calling during peak morning time (8 - 10.30am) for non-urgent matters.

If you have undergone tests or x-rays ordered by the practice, we will inform you of the results at your next appointment.  If no further appointment needs to be arranged, results are available by telephone after 2pm daily.

Please call for results after 2pm as they are more likely to be available and the telephone lines are less busy.

The practice will offer patients advice and information on:

You are responsible for your own health and that of your children and should take appropriate action and advice.  There is advice for some common ailments in our practice leaflet. 

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

If you are totally dissatisfied with us or the services we provide, you have the right at any time to leave our list and to register with another practice.

We also have the right to have patients removed from our list.  In general we will only exercise this right in the case of patients who repeatedly and persistently ignore their own responsibilities to us and to other patients.

We will remove from our list immediately, patients who are violent or seriously abusive towards any of our health professionals or practice staff.

 

Patients Rights and Responsibilities

As a patient of this Practice you will be treated with respect and as a partner in your care. Being a partner means you have responsibilities too.

We will:

  • Ensure our patients have 24-hour access to medical advice
  • Aim for you to have access to a suitably qualified medical professional within 48-hours of your initial contact during surgery hours, or in an urgent case, on the same day
  • Work in partnership with you to achieve the best medical care possible
  • Involve you and listen to your opinions and views in all aspects of your medical care
  • The prevention of disease, illness and injury is a primary concern. The clinical staff will advise and inform you of the steps you can take to promote good health and a healthy lifestyle

We would respectfully ask that you:

  • Let us know if you intend to cancel an appointment or are running late
  • Be prepared to make further appointments if you have more than one complicated problem
  • Be patient if appointment times are running late – it may be you who needs the extra time on another occasion
  • To ask for a home visit only if housebound or if the illness completely prevents you from attending the Practice
  • Treat staff with courtesy and respect. Reception staff may have to ask some personal questions to assist us in providing you with the best service
  • Inform the practice staff of any alterations in your circumstances, such as a change of surname, address or telephone number. Please ensure that we have your correct telephone number, even if it is ex-directory.
  • As a patient, you are responsible for your own health. It is important that you adhere to information and advice given to you by health professionals, and co-operate with the practice in endeavouring to keep you healthy.

Complaints

Click here for our complaints procedure

Violence and Aggression

Reception staff should treat patients with courtesy and friendliness, so the patients should treat the receptionist in the same manner.

It is not the fault of the receptionist if doctor is delayed or not available to take your call.

Violence or abusive behaviour towards staff will not be tolerated and a patient may be removed from our list if they display this behaviour to any member of the Health Care Team.

Your Personal Health Information

To give you the care that you need, we keep information about your health and lifestyle and any illnesses, tests, prescriptions and other treatments that you have had. Your personal health information is stored securely on paper and computer.

We sometimes share your personal health information with other organisations involved in your healthcare. We will only share relevant information, for example if your GP refers you to a specialist at the hospital we only send relevant details about you in the referral letter, and receive information back from them about you. We sometimes share information, including your name, address and date of birth so that you can be included in regional and national programmes, such as the cervical cytology screening service.

We also need to use your personal health information for administrative tasks, but we will only use relevant information. So that we can be paid for services we give you, we share relevant information about you with relevant NHS organisations. These organisations help to check that public money is being spent properly. The practice must allow these checks to be done and we need to share your information to be able to give you healthcare services. We will however ensure, that as far as possible, we do not share any information that could identify you.

Sometimes, we may use information about our patients to help improve our services, or check they are up to standard; we will make sure however that as far as possible we do not share any information that could identify you.

We are sometimes involved in health research and in teaching student nurses, doctors and other NHS staff. We will not disclose your personal health information unless you have given your permission to do so.

Where you need a service that we give jointly with your local authority, we will ask your permission before giving them your information.

Sometimes the law requires us to pass on information to other organisations, for example we have to report, deaths and certain diseases or crimes.

The law sets out how we can use your personal health information by means of the Data Protection Act; which we are registered under, and comply with fully.

If you have any questions about how we use your personal health information please contact our Practice Manager.

Confidentiality

The GP’s and staff within the practice maintain complete confidentiality at all times; all staff working within the NHS have a legal duty to keep information about you confidential.

Access to Medical Records

Patients are entitled to see/and have copies of any information in their medical notes, or computerised health record.

Competent patients may apply for access to their own records, or may authorise a third party, such as their lawyer, to do so on their behalf. Parents may have access to their child’s records if this is in the child’s best interests and not contrary to a competent child’s wishes. Proxy decision makers and people appointed by a court to manage the affairs of mentally incapacitated adults may have access to information necessary to fulfil their function. Requests by third party organisations should always contain written permission from the patient concerned.

Information will not be disclosed if it:

  • Is likely to cause serious physical or mental harm to the patient or another person, or
  • Relates to a third party who has not given consent for disclosure (where that third party is not a health professional who has cared for that patient)

To ensure this the medical record will initially be screened by a GP.

If you wish to see/have a copy of your records you will require to make a formal application to the practice in writing. The practice will respond to your request no later than 21 days.

If you wish to read your medical record in the surgery, then a mutually convenient time will be arranged; a member of staff will be present during that time. If you require a copy of your medical record then you will be changed for this in line with the British Medical Association (BMA) recommended charges.

Freedom of Information

The practice complies with Data Protection and Access to Medical Records legislation. Identifiable information about you will be shared with others in the following circumstances:

  • To provide further medical treatment for you e.g. from district nurses and hospital services.
  • To help you get other services e.g. from the social work department. This requires your consent.
  • When we have a duty to others e.g. in child protection cases.
  • Anonymous patient information will also be used at local and national level to help the Health Board and Government plan services e.g. for diabetic care. If you do not wish anonymous information about you to be used in such a way, please let us know.


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