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Danderhall Medical Practice

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PATIENTS’ CHARTER:
General:  The Practice aims, always to provide the best possible standard of health care for our patients.  We provide a complete range of services through primary care and take every opportunity to expand the range so that you will always have the maximum care available.
 We will treat you with respect and courtesy and help make the best use of our service.
 We will maintain strict confidentiality over your details and will not divulge information about you without your written consent.
In return we ask you to:  
 Treat all of us with respect and courtesy.
 Accept that your health is your responsibility.
 Learn from us how to deal with common ailments that do not need professional attention and how to lead a healthy lifestyle.
 Please notify us of any changes of address or telephone numbers.

Disclosure of Patient Records:  There may be circumstances in which your personal medical record, or parts of it, may be disclosed to other people apart from your GP and those directly involved in your care.  Usually, your notes would be disclosed in an anonymous form.  However, there are times when this cannot be done, either because it would be impractical to do so or because the nature of the request is such that it is necessary for your name to be disclosed.  Patients should be assured that any disclosure of patient information is conducted within the rules of the Data Protection Act and records will only be disclosed when the following conditions are met:  

The purpose of the request is to improve, manage or promote the provision of healthcare.
Examples of this may be
 Where the relevant Health Board wishes to ensure that the GP Practice is meeting its obligation to provide certain levels of care to patients or a particular group of patients under the terms of their contract. (continued next page)

 Where a new treatment is available and where the Health Board wishes to inform patients who would benefit from it, the Practice would provide name and contact information.
Any other valid exemption under the Data Protection Act applies.
Disclosure will only be made in response to appropriate requests by the relevant Health Board or people acting on their behalf, providing those people are themselves legally bound to keep the information they receive confidential.

Patients Rights:  If you wish to obtain further information on the exact nature of any disclosure in respect of your records, you should apply in writing to Mrs Nadia Fernie, Practice Manager.
 You may insist that any disclosures are only to be made with your written consent.
 You may inform the Practice that on no account should the doctor disclose any of your patient information to anybody other than for the purposes of your care.
** Please note that, by law, where there are reasonable grounds for suspicion that a serious crime has been or is being committed, which would include fraud or any threat to national security, the consent of that individual does not have to be obtained.

Access to Health Records:  In accordance with the Data Protection Act 1998 and the Access to Health Records Act 1990, you may request to see or have copies made of your medical records.  Please apply in writing to the Practice Manager who will be happy to process your request subject to an administrative charge.

Emergency Care Summary:  What is this?
This is a summary of basic information about your health, which might be important if you need urgent medical attention when your surgery is closed.  What information is on your summary?
 Name
 Date of Birth
 Address
 Name of GP Surgery
 CHI Number
 Information of any medicines prescribed by your GP Surgery. (This means all repeat and acute prescriptions given out in the last 30 days.)
 Information of any bad reaction you have had to medication that your GP knows of. (continued next page)
Your emergency care summary is copied from your GP’s computer system and stored electronically.  NHS staff can then find it quickly if they need to see it.  If however, you would like to opt out of this scheme, please contact the Practice Manager.

Rights and Responsibilities:  We aim to treat our patients courteously at all times and expect our patients to treat our staff in a similarly respectful way.  We take seriously any threatening, abusive or violent behaviour against any of our staff or patients.  If a patient behaves in this manner they will be warned to stop but if they persist, we may exercise our right to take action to have them removed, immediately if necessary, from our Practice list.

All staff at this Practice are committed to working together to provide the best possible care for our patients.  However, we need you to work with us in order to achieve this aim.  You have an important role in the partnership of care that exists between us.  If you accept the responsibility as a patient we can help you get the most from the medical care and the facilities available here.

In the same way that you have a right to join the Practice of your choice, we have the right to accept patients or remove patients from our list if we feel that the Doctor/patient relationship has broken down.

We undertake to:
 Show courtesy to you as an individual and respect your rights to privacy and confidentiality.
 Respect and treat all our patients as individuals regardless of race, gender, social class, age, religion, sexual orientation, appearance, disability or medical condition.
 Ensure you receive the most appropriate care by suitable, qualified staff.
 Offer regular health checks.
 Make referrals to specialists as necessary.
 Ensure you receive a clear explanation of proposed treatment and have the opportunity to ask questions.
 Provide information about services available.
 See on the same day, patients who feel their illness is genuinely of an urgent nature.
 Involve you in decisions regarding health care, investigations and treatment.
 Strive to improve the services we offer.
We ask you to:

 Treat us with the same courtesy and respect that you would expect to receive.
 Read information in the Practice Leaflet.
 Tell us as soon as possible if you are unable to attend appointments so we can offer them to someone else.
 Ask for a home visit only if absolutely necessary – the surgery has the best facilities for treatment.  Home visits are for the housebound and disabled.
 Please allow sufficient time for your repeat prescription to be processed – at least 2 full working days.
 Be understanding if appointments are running late.  This is usually due to the patient before you needing more time with the doctor.
 Inform us of any changes of name, address or phone number.
 Not ask for another member to be seen at your appointment without prior arrangement.
 Not to call the Doctor out-with surgery hours except in emergencies.
 Not to use an emergency appointment unless it is an emergency.

Referrals:  From time to time it may be necessary to refer patients to hospital for specialist care.  We aim to send referral letters out promptly from this Practice.

Complaints:  If you have a complaint, please ask to speak to Mrs Nadia Fernie, Practice Manager.  A copy of our complaints procedure is available at reception.

Suggestions:  If you have any suggestions to help us improve our service, please do not hesitate to contact us.