Practice Charter

-	You will be treated with courtesy and respect by all Practice personnel.
-	An urgent appointment with a Doctor, Nurse Practitioner or Nurse Prescriber will be available on the same day.
-	Our standard is to see all patients within 20 minutes of their appointment time. If you have waited longer than this please ask the Receptionist for an explanation.
-	We aim to answer the telephone within six rings.
-	Requests for repeat prescriptions will be dealt with within 48 hours.
-	All comments and suggestions about the service are welcome. Please use the box provided in the waiting area.
-	If you have a complaint please speak to any member of staff. Your complaint will be dealt with in a professional and efficient manner.
-	We wish to make the Swineshead Medical Group as accessible as possible. If you have hearing, visual or physical difficulties please let the receptionist know so that we can enable you to fully use our services.
-	All patients are treated fairly; treatments, services and advice are offered to patients based on individual needs and circumstances

Patient’s Rights to General Medical Services

-	To be offered a health check on joining a doctor’s list for the first time.
-	To have appropriate drugs and medicine prescribed.
-	To be referred to a Consultant acceptable to them when they and their GP thinks it is necessary, and to be referred for a second opinion if they and their GP think it is advisable.
-	To have access to their health records, subject to any limitations of the law, and to know that those working for the NHS are under a legal duty to keep those records confidential.
-	To choose whether to take part in research or medical student training.
-	To receive a copy of their doctors practice leaflet, setting out the services that he or she provides.
-	To receive a full and prompt reply to any complaints they make about the care they receive at the Swineshead Medical Group.

Our aims are to offer the highest standard of health care and advice to our patients, with the resources available to us. We have a team approach to patient care and endeavour to monitor the service provided to patients, to ensure that it meets current standards of excellence. We are dedicated to ensuring that Practice staff and Doctors are trained to the highest level and to provide a stimulating and rewarding environment in which to work.

Patient’s Responsibilities

-	If you are unable to attend for an appointment please let us know so that we can offer it to someone else.
-	If you are late for your appointment you may be asked to rebook at another time. Try to let us know in advance if you are going to be unavoidably delayed, so that we can make alternative arrangements to help you.
-	A home visit should only be requested for those who are unable to come to the surgery because of serious illness or infirmity.
-	An urgent appointment is for an urgent medical problem. Please speak to the Receptionist if you require a sick note or repeat prescription.
-	We would ask you to be patient if the Doctor is running late. This is often due to unforeseeable emergencies but please ask for an explanation from the Receptionist.
-	Make a separate appointment for each patient that needs to be seen. This allows the Doctor enough time to treat each patient with the time that they deserve.
-	Please act in a responsible and courteous manner whilst on the Practice premises for the safety and comfort of others.
-	Please treat all surgery staff, fellow patients, carers and visitors politely and with respect. Violence or verbal harassment will not be tolerated or accepted, you may be asked to register at another surgery if this behaviour occurs.

CLICK HERE to download the our Practice Charter leaflet (.doc)

NHS Constitution

The NHS is founded on a common set of principles and values that bind together the communities and people it serves – patients 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 which patients, public and staff are entitled and pledges which the NHS is committed to achieve. It also sets out responsibilities which the public, patients and staff owe to one another to ensure that the NHS operates fairly and effectively

CLICK HERE to download the NHS Constitution 2013 (.doc)

Confidentiality And Access To Records

All the staff and doctors of Swineshead Medical Group are bound to maintain patient confidentiality at all times. Any breach of confidentiality will be treated very seriously and could lead to disciplinary action for the staff concerned.

Any medical information relating to yourself will not be divulged to any member of your family or any other agency without your written consent.

Information about patients is held on computer and in written medical records. The practice is registered with the Data Protection Registrar.

In accordance with the Data Protection Act (1998) and the Access To Medical Records Act (1990), patients may request to see, or to have copies of, their medical records or to have them released to a third party. Requests should be made in writing and there may be an administration charge.

You can also make an appointment with the GP to have your records explained to you - please tell the receptionist that this is the reason for the appointment.

Information about patients is not released without consent unless there is a legal obligation to do so.

Suggestions, Comments And Complaints

We welcome comments regarding the quality of the service that we provide. If you have any suggestions on how to improve our services still further, please speak to the receptionist.

This practice operates a complaints procedure in accordance with NHS guidelines. If you have a complaint, please ask a receptionist for a complaints form and a copy of the complaints procedure. If you prefer, you can make your complaint in person or by telephone or you can give your consent for someone to complain on your behalf. Any complaints made will be thoroughly investigated and a written response given. The practice manager acts as the Complaints Manager for the practice.

The Fairfax House Patient Forum also welcomes comments and suggestions for improvements to patient services. A suggestion form is available at reception or, if you would like to be involved with forum activities, please ask for details.

CLICK HERE TO DOWNLOAD THE COMPLAINTS PROCEDURE LEAFLET

PALS

You may approach PALS for help or advice at any time; the Patient Advice and Liaison Service (PALS) provides confidential, practical advice and support, helping you to sort out any concerns you may have about the care you receive from the NHS.

Tel: 0845 602 4384
Email: info@lincspals.nhs.uk
Website : www.lincspals.nhs.uk

Zero Tolerance

The practice operates a 'zero tolerance' policy in regard to verbal or physical abuse towards staff and healthcare professionals. Patients behaving in an inappropriate or unacceptable manner may be removed from the practice list.

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.