PRACTICE CHARTER

HELP US TO HELP YOU

To help us give you the best possible service, please remember:-

1. If you cannot keep your appointment, please advise us as early as possible. This enables us to fit in someone else.

2. Please understand that to protect your confidentiality results of hospital tests are not generally given over the telephone.

3. Our receptionists will try to fit you in with the doctor of your choice. This may not always be possible if a doctor is on holiday.

COMMENTS/SUGGESTIONS

We welcome any comments or suggestions that you may wish to make concerning the practice. Such comments should be addressed in writing to our practice manager or can be put in our suggestion box which is situated in the reception area.

ABUSIVE BEHAVIOUR

Our practice staff will always try to serve you, the patient, to the best of their abilities. The receptionists will endeavour to deal with your queries as quickly and professionally as possible. All have the right to carry out their duties in an environment free from abusive behaviour, and we would ask that you bear with us and be patient during busy times.

This practice will not tolerate abusive, threatening or violent behaviour directed towards any member of the practice staff or other patients. Any such behaviour will be dealt with strictly; violent patients may well be removed from the practice list.

COMPLAINTS

We endeavour to provide the best possible service at all times. If you are dissatisfied with a service please contact the practice manager either by telephone or by letter. The practice manager will decide how best to investigate your complaint. If preferred you may wish to use the independent Patient Advice and Liaison Services (PALS). Details may be obtained from the practice manager.

CENTRAL SURGERY PATIENT ASSOCIATION

This is a voluntary organisation set up to promote consultation between the doctors and patient representatives. It is not designed to be a conduit for complaints; rather, it aims to improve patient services. If you would like to know more, or have a suggestion, please contact the practice manager or write to the secretary, c/o the practice manager.

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. Please note this scheme does not apply to personal medical information. This scheme is available from reception.

PRIVATE HEALTHCARE

A major part of Britain’s healthcare is provided by the private health sector who have the skills and capacity to undertake procedures quickly and cost effectively.

A wide range of high quality services are available to purchasers through agreements through the public and private sectors. Independent health care facilities include private hospitals and clinics, private healthcare and residential homes, private patient units in NHS Trusts and independent acute psychiatric hospitals.

Continuing partnership between the independent sector, the NHS and local authorities means more choice. Many NHS Trusts buy services from independent hospitals to reduce service pressures.

The Independent Healthcare Association (IHA) is an association for the UK’s independent healthcare sector. The association promotes the highest standards in independent health and social care. Members include charitable and private providers of independent nursing and residential care, domiciliary care, psychiatric and substance misuse services, pathology laboratories, rehabilitation services and day services.

RESIDENTIAL/NURSING HOMES

If you believe that you may need residential or nursing care either now or in the future, then you may well find the following to be of interest.

Residential care homes can be run by councils, charities, housing associations or by private individuals. They provide accommodation, meals and personal care for elderly people. The personal care element generally includes help with getting in and out of bed, dressing and undressing, grooming, eating and personal hygiene such as washing and bathing. Help is also available for shopping, medication and housekeeping. The care assistants are employed to ensure that the residents' quality of life is not sacrificed because they are no longer able to do certain things for themselves.

The type of accommodation you might expect to find in a residential care home does vary considerably. However, almost all private and voluntary homes have to be registered with the local council social services department which will check on a regular basis the facilities and standards being offered.