Patients Charter

These are guidelines to inform patients of their rights and of the facilities available at the Pepys Road Surgery. It does not affect their statutory rights or other charter rights in any way. Patients can expect to:

1. See a doctor by consultation for non-urgent problems.
2. In cases of genuine emergencies, see the doctor the same day.
3. See the practice nurse.
4. Be referred for further tests/treatments if the doctor thinks this is appropriate.
5. Have a health check on a yearly basis if you are over 75.
6. Be offered a whole range of facilities expected of a good general practice including child surveillance, health promotion, well woman clinic, asthma and diabetes clinics.

Help Us To Help You

It is our aim to offer you a good service and you will be seen within a reasonable time of development of a medical problem. However, to give you this service we request your assistance where possible in the following ways:

1. Always attend the surgery whenever possible; visits are only for those patients who are too ill or too frail to attend.
   
   
2. Always ring the surgery before 10.30am for visits/emergencies if at all possible. Emergency appointments can be given each day where it is considered a medical emergency.
   
   
3. Always treat the receptionists and staff members with courtesy and respect and they will do likewise.
   
   
4. Keep us informed of your correct address and telephone number so that our records are correct, especially when moving home.
   
   
5. Only ring the emergency number if your problem cannot wait until we are open.
   
   
6. Follow our listed advice for minor illnesses.

Please Help Your Doctor

Did you know your GP isn't the only person who can countersign your passport or driving licence application form? Opticians, dentists, civil servants, religious ministers, bank and building society officials and many other professionals can also do this for you.

Did you know you don't need a sicknote if you are off work for less than seven days? You can self-certify - contact your personnel office at work for details.

Don't forget you don't always need an appointment with your GP for advice on coughs, colds and other minor health problems - you can see the practice nurse or local pharmacist instead.

For general health advice and information go to:

• Your nearest NHS walk-in centre

• www.nhsdirect.nhs.uk

• NHS Direct Interactive on digital satellite TV by pressing the interactive button on your remote control.

• NHS Direct on 0845 4647

• The NHS Direct self-help guide at the back of your Thomson Local Directory

Suggestions And Complaints

We aim to give you the highest possible standard of service and we try to respond swiftly to any problems that may occur. If you are not happy about any aspect of the way matters have been handled, we hope you will mention it to the doctor or member of staff concerned in the first instance. If you are still unhappy, the matter will be properly investigated and discussed with you by a senior representative of the practice. Our practice manager will give you further information about this procedure.

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.

For further information please contact the practice manager or her assistant.

Confidentiality

We adhere to high standards of confidentiality as laid down by the Data Protection Act 1998, NHS Caldicott Principles and the Health and Social Care Act 2001.

We ask you for personal information so that you can receive appropriate care and treatment. This information is recorded in manual records and on computer. We will ensure that patient confidentiality is maintained at all times by all members of the practice team. However, for the effective functioning of a multi-disciplinary team, it is sometimes necessary that medical information about you is shared between members of the team.

Zero Tolerance

We strongly support the NHS policy on zero tolerance. Anyone, attending the surgery who abuses the GPs, staff or other patients, be it verbally, physically or in any threatening manner whatsoever, will risk removal from the practice list. In extreme cases we may summon the police to remove offenders from the practice premises.