Practice Charter
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.
Our Responsibility To You
We are committed to giving you the best possible service.
Names: People involved in your care will give you their names and ensure that
you know how to contact them. The surgery should be well signposted and the doctors'
or nurses' names are indicated on their surgery doors.
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 my have to wait longer.
We need help too! Please ask for home visits by the doctor only when the person
is too ill to visit the surgery.
Please keep your phone call brief and avoid calling during the 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 the doctors and practice staff with courtesy and respect.
Please read
our practice booklet. Along with this website it will help you to get the best out of the
services we offer. It is important that you understand the information given
to you. Please ask us questions if you are unsure of anything.
Remember, you are responsible for your own health and the health of your children.
We will give your our professional help and advice. Please act upon it.
Confidentiality
We ask you for personal information so that you can receive appropriate
care and treatment. This information is recorded on computer and we are registered
under the Data Protection Act. The practice 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.
Comments And Suggestions
We are happy to accept and consider comments and suggestions from our
patients. Please present your views in writing at reception or use our suggestions
box.
Complaints Procedure
We always try to provide the best services possible, but there may be times
when you feel this has not happened. The following information explains our in-house
complaints procedure, drawn up to respond to patient grievances. Our practice
procedure is not able to deal with questions of legal liability or compensation.
We hope you will use it to allow us to look into and, if necessary, correct any
problems that you have identified, or mistakes that have been made. If you use
this procedure it will not affect your right to complain to the Health Services
Authority. Please note that 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 practice manager. Full details will be taken and a decision made
on how best to undertake the investigation.
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 extremes cases we may summon the police to remove offenders from the
practice premises.
Freedom Of Information
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.
Primary Care Trust
Haringey PCT
St Ann's Hospital
198 St Ann's Road
Tottenham
N15 3TH
Tel: 020 8442 6000
|
