The Patient's Charter
What you should reasonably expect from our practice:
You will be treated as an individual and will be given courtesy and respect at all times, irrespective of your ethnic origins, religious beliefs, personal attributes or the nature of your health problems. Staff will maintain your right to privacy and not discuss your illness with other staff or doctors within hearing distance of other people. Your doctors and practice nurses will strive to see you within 30 minutes of your appointment time. Where this is not possible you will receive an explanation for the delay on request.
You have a right to a full explanation of your illness and any tests, investigations or consultations relating to that illness. You must inform us if you do not understand the explanation. If you require a home visit or out-of-hours house call, the doctor or his/her qualified deputy will make a decision whether to give advice over the telephone or to visit. Lack of transport in itself is NOT a reason for a home visit.
If you have any complaints or concerns relating to the practice, its staff or the services offered, please contact a member of the Practice Management Team who will provide a timely response to them.
What the doctors and practice staff should reasonably expect from you:
You have a right to a full explanation of your illness and any tests, investigations or consultations relating to that illness. You must inform us if you do not understand the explanation. If you require a home visit or out-of-hours house call, the doctor or his/her qualified deputy will make a decision whether to give advice over the telephone or to visit. Lack of transport in itself is NOT a reason for a home visit.
If you have any complaints or concerns relating to the practice, its staff or the services offered, please contact a member of the Practice Management Team who will provide a timely response to them.
What the doctors and practice staff should reasonably expect from you:
We ask that you treat doctors and staff with courtesy and respect at all times. Doctors have instructed their receptionists to ask certain questions so that they may deal with your requests in accordance with policies set out by them. Please let us know if you change your personal details or address and telephone number. If you cannot keep an appointment please let us know as soon as possible, this may enable someone else to be seen.
Before seeking a home visit think seriously whether it is necessary. When requesting a visit please contact the practice before 10.30 am unless a genuine emergency arises later. Out-of-Hours visits should only be requested in an emergency, not for minor illnesses, which can wait until morning.
We are committed to maintaining good communication and providing a high standard of care to our patients. Helpful suggestions are always welcome.
Your Personal Health Information
Please Note
Before seeking a home visit think seriously whether it is necessary. When requesting a visit please contact the practice before 10.30 am unless a genuine emergency arises later. Out-of-Hours visits should only be requested in an emergency, not for minor illnesses, which can wait until morning.
We are committed to maintaining good communication and providing a high standard of care to our patients. Helpful suggestions are always welcome.
Your Personal Health Information
Protection and Use of Your Information - Your records are safe with us.
We ask for information about you to ensure you receive the best possible care and treatment. This is retained, together with details of your care, to ensure that your doctor or nurse has accurate and up to date information available to them
We only use or pass information about you to people who have a genuine need for it. Where appropriate we remove personal details which identify you as an individual.
Everyone working for the NHS has a legal obligation to maintain the highest level of confidentiality about patient information.
If at any time you would like to know more about how we use your personal information please contact a member of the Practice Management Team.
You have a right to see your medical records unless a) your doctor thinks it would be harmful to you or someone else; b) it would breach the confidentiality of a third party or c) the records were handwritten before November 1991. It may be necessary to see your records if you are thinking of taking legal action against your doctors. If your are refused the records, then a court order will be required to ensure their release.
We ask for information about you to ensure you receive the best possible care and treatment. This is retained, together with details of your care, to ensure that your doctor or nurse has accurate and up to date information available to them
We only use or pass information about you to people who have a genuine need for it. Where appropriate we remove personal details which identify you as an individual.
Everyone working for the NHS has a legal obligation to maintain the highest level of confidentiality about patient information.
If at any time you would like to know more about how we use your personal information please contact a member of the Practice Management Team.
You have a right to see your medical records unless a) your doctor thinks it would be harmful to you or someone else; b) it would breach the confidentiality of a third party or c) the records were handwritten before November 1991. It may be necessary to see your records if you are thinking of taking legal action against your doctors. If your are refused the records, then a court order will be required to ensure their release.
Please Note
Any patient who is late for an appointment will be asked to book another appointment; the person may be seen at the end of surgery in exceptional circumstances only. People who appear intoxicated or under the influence of illegal substances when attending Bennfield Surgery will be asked to book another appointment when sober. Action will be taken if any patient repeatedly fails to attend for booked appointments. You are asked not to use your mobile telephone on the premises as this may interfere with sensitive electronic medical equipment. The practice has a NO SMOKING policy within the building. Visitors must not bring weapons (neither real nor replica), drugs or alcohol onto the premises; any person who is verbally aggressive or abusive will be asked to leave and will have to book another appointment. Anyone who is threatening or actually violent will be asked to leave or will be removed from the premises by the police. Any patient who is violent will be removed from our list immediately.
WE OPERATE A "ZERO TOLERANCE" POLICY ON VIOLENCE, VERBAL OR PHYSICAL ABUSE, AND WILL ALWAYS PRESS CHARGES
Removal of a patient from the list will occur when it is judged that the "Doctor/Patient Relationship" has broken down e.g. in the above circumstances, or if the patient has moved out of the Health Authority agreed practice area, as per the General Medical Council Guidelines. No one will be removed from the list because of a medical condition or the perceived cost of treatment.
WE OPERATE A "ZERO TOLERANCE" POLICY ON VIOLENCE, VERBAL OR PHYSICAL ABUSE, AND WILL ALWAYS PRESS CHARGES
Removal of a patient from the list will occur when it is judged that the "Doctor/Patient Relationship" has broken down e.g. in the above circumstances, or if the patient has moved out of the Health Authority agreed practice area, as per the General Medical Council Guidelines. No one will be removed from the list because of a medical condition or the perceived cost of treatment.