Practice policies – Our approach to your healthcare
We at your GP practice are committed to giving you the best possible service.
This will be achieved by working together,
As a patient of this practice you can expect:-
- To be treated as an individual in a friendly and helpful manner
- Your privacy and dignity to be respected. If you would like to speak confidentially to the receptionist please ask on arrival.
- A clear explanation of your care and treatment.
- Information on services offered by the practice to be available in the practice leaflet.
- If your request for an appointment is not urgent, you will be offered the next available appointment with any doctor, if your request is urgent you will be offered the first available time that day however, it may not be possible to see the doctor of your choice.
- To wait no longer than 20 minutes for your booked appointment and to be given a reason for any delay.
- Repeat prescriptions ordered will be available for collection two working days following the request.
- To be informed how long you can expect to wait for your test results.
- A named person to deal confidentially and promptly with any complaint or suggestion you may have.
- A high standard of hygiene to be maintained on these premises at all times.
You can help us by:
- Taking responsibility for your own health by eating a balanced diet, taking regular exercise etc.
- Keeping appointments with the practice and hospital.
- Requesting home visits only when necessary.
- Informing the practice if you change your name or address.
We welcome any comments, good or bad, about the care you have received from both the practice and the hospital you have been referred to.
Patient’s rights and responsibilities
As a patient you have the right to:
a) be registered with a named doctor
b) change doctor if desired (but please remember that you may have to see any of the doctors if your need is urgent) c) receive emergency care
d) receive appropriate drugs and medicines
e) be referred for specialist or second opinion if they and GP agrees
f) see your medical records or a copy, subject to certain laws
g) know that by law, everyone working for the NHS must keep the contents of your medical records private.
With this rights come responsibilities for the public. That means being:
a) courteous to staff at all times
b) as prompt as possible for all appointments
c) responsible for cancelling appointments in adequate time.
Who has access to patient information?
We respect your right to privacy and keep all your health information confidential and secure. It is important that the NHS keeps accurate and up-to-date records about your health and treatment so that those treating you can provide the best possible care. We have a fully computerised medical record system which means information about your healthcare is held on a secure server. You have the right to know what information we hold about you. Please ask the receptionist if you wish to see or obtain a copy of your record. If you are referred to a hospital specialist you are also welcome to request a copy of the referral letter.
Policy on violent or abusive patients
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 is violent or abusive, they will be warned to stop their behaviour. If they persist, we may exercise our right to take action to have them removed, immediately if necessary, from our list of patients.
Change of patient’s personal details
If you change your name, address or contact details (such as your telephone number or email address), please let us know as soon as possible so that we can update our records. If you are receiving treatment at a hospital it might also be a good idea to inform them of any changes so that both our records are consistent when we communicate with them.
When should I see a nurse?
Nurses based at our practice treat patients for a wide range of common conditions (e.g. minor injuries/illnesses, removing stitches, travel vaccinations, immunisations and so on). Our practice nurse are also specially trained to run routine clinics for certain conditions, such as diabetes and heart disease. Our reception staff will be able to advise whether a nurse appointment is appropriate.
Nursing care at home
We work closely with other healthcare professionals who are part of our Primary Health Care Team working in the community, such as the district nursing team, midwives and health visitors. You can contact them through reception If you have an illness or incapacity that means that you need nursing care in your own home, the district nurse, will visit you. Patients who are likely to benefit from this service include the housebound, the elderly, people with a terminal illness, and those who have recently been discharged from hospital. District nurses provide wound care, palliative care, continence advice, health promotion advice and advice on co-ordinating care packages.
The NHS is founded on a common set of principles and values that bind together the commuities an peple it serves – patient and public – and the staff who work for it. This constitution establishes the principles and values of the NHS in England. It sets out rights to achieve which patients, public and staff are entitled and pledges which the NHS is committed to achieve, together with responsibilities which the public, patients and staff owe to one another to ensure that the NHS operations fairly and effectively.
All NHS bodies and private and third sector providers supplying NHS services are required by law to take account of this constitution in their decisions and actions.
The Constitution will be renewed every ten years, with the involvement of the public, patients and staff.
Please click on the link to see how Addingham Medical Centre implements the NHS Constitution.