Practice
Charter Standards
Our
Responsibilities to You:
1.
To provide the best possible service.
2. To be courteous and polite.
3.
To try to keep to appointment times and keep you informed of any delays.
4.
To provide you with full information of the services which we offer.
5. To
respect your wishes and confidentiality.
Your
Responsibilities to Us:
Help Us To Help You
- Inform
us of any changes in your circumstances eg change of name, telephone number or
address.
- Try
to keep your appointment and inform us as soon as possible if it is no longer
required.
- Allow
seven days before contacting the surgery, in an afternoon, for test results.
- Only
request a home visit if you are infirm or too ill to attend the surgery.
- Only
telephone for a doctor at night or at weekends in cases of emergency.
- Please
do not present with a long list of ailments when you have only been allocated
a single appointment. ONE PROBLEM, ONE APPOINTMENT.
- Please
do not expect the doctor to see more than one family member per appointment. ONE
PATIENT, ONE APPOINTMENT.
- Please
be patient and courteous to the doctors and staff.
Comments/Suggestions
We are happy to accept and consider
constructive comments and suggestions. Please use the suggestion box provided.
Complaints Procedure
We always try to provide the best service possible, but there may be times
when we do not meet your expectations. We have two complaint officers whose job
it is to respond to patients’ grievances. At all times we have to respect
our duty of confidentiality to patients and a patient's consent will be necessary
if a complaint is not made by the patient in person. If you wish to make a complaint,
please telephone or write to our complaint officers:
| Jane
Cambridge | Longfield |
| Jane
Baker | New Ash Green |
Violence
The practice has a policy of zero tolerance.
Any
patient who is violent or abusive to a doctor, member of staff or any other person
present on the practice premises will be removed from the list immediately.
Confidentiality
The practice computer is registered under the Data Protection
Act and strict confidentiality is maintained. All staff are bound by strict rules
of confidentiality.
The Protection
And Use Of Information We Hold About You
When we ask you
for information this is to enable us to give you the best health care treatment.
We
then keep this information, together with details of you care, because it may
be needed if we see you again, and some of this we will need to pass on to others
concerned with your care.
There are times when we may use some of this
information, in an anonymised form (ie no patient names), for other reasons. These
are, for example:
* To help us protect the health of the public
*
For the efficient running of the NHS, ie planning for the future
* To train
staff
* Carrying out medical and other research approved by the Local Research
Ethics Committee
Sometimes the law requires us
to pass on information, for example to notify a birth or death.
We would also
like you to be aware that:
* If you should wish your relatives or carers
to be kept up to date with progress of your treatment please discuss this
with your doctor or the nurse delivering your care
* The NHS Central Register
for and Wales contains basic personal details of all patients registered with
a practitioner
* Everyone working for the NHS has a legal duty to keep
information about you confidential; anyone who receives information from us
is also under a legal duty to keep it confidential
* You have the right
to access to your health records
If at any time you would like to know more
about how we use information about you please ask to speak to 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. This scheme is available from reception.
Primary Care Trust
This practice is located in an area governed by the West Kent PCT which was formed in 2006, replacing three former Trusts. For details of primary medical services in this area, contact the PCT at:
West Kent PCT
Medway Wharf Road
Tonbridge
Kent TN9 1RE
Tel: 01732 375200
http://www.westkentpct.nhs.uk/
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