Practice Charter Standards

These are the local standards set within this practice for the benefit of our patients. It is our job to give you treatment and advice. Following discussion with you, you will receive the most appropriate care, given by suitably qualified people. No care or treatment will be given without your informed consent. In the interest of your health it is important for you to understand all the information given to you. Please ask us questions if you are unsure of anything.

Further information about healthcare services may be obtained from:

Dudley Primary Care Trust
St John's House, Union Street, Dudley DY2 8PP

Tel: 01384 366111

Our Responsibility To You

We are committed to giving you the best possible service.

We run an appointment system in this practice. You will be given a time at which the doctor or nurse hopes to be able to see you. Please be punctual. You should not wait more than 30 minutes in the waiting room without receiving an explanation for the delay.

We will try to answer the telephone promptly and to ensure that there are sufficient staff available to do this. However, there are times when we are extremely busy and we ask that you be patient.

We will endeavour to give you full information about the services we offer. Every effort will be made to ensure that you receive that information which directly affects your health and the care being offered.

The practice will offer patients advice and information on steps they can take to promote good health and avoid illness, and self-help which can be undertaken without reference to a doctor.

You have a right to see your health records subject to limitations in the law. These will be kept confidential at all times.

Your Responsibility To Us

Help us to help you

Please let us know if you change your name, address or telephone number.

Please do everything you can to keep appointments. Tell us as soon as possible if you cannot. Otherwise, other patients may have to wait longer.

Please only ask for home visits by the doctor when the person is too ill to visit the surgery.

Please keep your telephone call brief and avoid calling during peak morning time for non-urgent matters.

Test results take time to reach us, so please do not ring before you have been asked to do so. Enquiries about tests ordered by the hospital should be directed to the hospital, not the practice.

We ask that you treat doctors and practice staff with courtesy and respect.

Remember you are responsible for your own health and the health of your children. We will give you our professional help and advice. Please act upon it.

Confidentiality

The practice uses a computerised record system for recording patient consultations, medication details, past medical history and registration details. The doctors, nurses and other health professionals all use this system as appropriate. All patient information and records are held in the strictest confidence. Access is restricted to healthcare professionals and the practice teams. All staff are bound by rules of confidentiality under the Data Protection Act 1998. Disclosure of information to third parties requires the consent of the patient. The practice has a 'Caldicott Guardian' who oversees the security of information.

Freedom Of Information

The Freedom of Information Act 2000 obliges the practice to produce a publication scheme as a guide to the 'classes' of information the practice intends to routinely make available.

Audit Of Patient Records

Anonymised non-identifiable patient data is often required by the Primary Care Trust. This may be carried out by persons who are not medically qualified but who are also bound by the terms of their contract of employment to respect absolute patient confidentiality. If you object to your records being used in this way, please advise the practice receptionist; warning notices will be placed on your records.

Violence

The practice supports the government's 'Zero Tolerance Campaign'. Violence and abuse is a growing concern. General Practitioners and their staff have a right to care for others without fear of being attacked and abused. Violent patients will be reported to the police and removed from the practice list.

Suggestions or Complaints

We are happy to receive constructive comments and suggestions for improving our service to patients.

All GPs and staff at the practice use their very best endeavours to give patients the service they expect and to which they are entitled. Nevertheless, there are inevitably occasions when we do not meet the high standards we set ourselves and we appreciate patients bringing these to our attention.

If you are unable to obtain satisfaction from the member of staff directly involved in your complaint and wish to take if further, then in the first instance any complaints should be addressed in writing to the practice manager.