Practice Charter

Patient Responsibility

• We request that you arrive on time for your appointment. Patients arriving more than 10 minutes late for appointments will not be seen and requested to re-arrange the appointment. Whilst doctors and nurses will do their utmost to ensure patients do not have to wait too long, it is regretted that on occasions appointments may be delayed due to unforeseen circumstances.

• Please advise the surgery as soon as practicably possible if you are unable to attend appointments.

• Please inform the surgery if you move address or change phone numbers at the earliest opportunity.

• Patients will be offered a health check on joining the practice and will have appropriate drugs and medicines prescribed.

• Patients will be referred for a specialist or second opinion if they and the GP agree.

• Patients have a right to view their medical records, subject to legislation and to know that those working for the NHS are under legal obligation to keep contents confidential.

• Patients who have children are responsible for their behaviour and safety and must ensure they do not cause anxiety to other patients waiting to be seen.

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Patient Confidentiality And Access To Your Records

How You Can Get Access To Your Medical Records

The Data Protection Act 1998, which came into force on the 1st March 2000, allows you to find out what information about you is held on computer and in certain manual records. This is known as “right of subject access”. It applies to your health records. If you want to see them you should make a written request to the practice manager. You are entitled to receive a copy but should note that a charge will usually be made. You should also be aware that in certain circumstances your right to see some details in your health records may be limited in your own interest or for other reasons. If you would like to know more about how we use your information or if, for any reason, you do not wish to have your information used in any way described, please write to the practice manager.

Record Keeping

The practice keeps records about your health and medical treatment which help us to ensure you receive the best possible care. These are normally held on a computer but may be written down (manual records).

The records may include:
• basic details about you, such as address and next of kin
• contacts we have had with you, such as surgery/clinic visits
• notes and reports about your health and any treatment and care you have received
• results of investigations, such as x-rays and laboratory tests relevant information from other health professionals, or those who care for you and know you well

Our Duty To Keep Information About You Confidential

You may be receiving care from other organisations as well as the NHS (like Social Services). We may need to share some information about you so we can all work together for your benefit. We will only ever use or pass on information about you if others involved in your care have a genuine need for it. We will not disclose your information to third parties without your permission unless the law requires information to be passed on.

Anyone who receives information from us is also under a legal duty to keep it confidential. We are required by law to report certain information to the appropriate authorities. This is only provided after formal permission has been given by a qualified health professional.

Occasions when we must pass on information include:
• notification of new births
• where we encounter infectious diseases which may endanger the safety of others, such as meningitis or measles (but not HIV/AIDS)
• reporting gun shot wounds to the police
• because a court orders us to do so

The principal partner organisations with whom information may be shared:
• Health Authorities
• NHS Trusts
• Ambulance Services
• Our guiding principle is that we are holding your records in strict confidence.

Comments, Suggestions Or Complaints

Occasionally things do not go as smoothly as we would like. This can often be due to matters beyond our control, such as sudden emergencies. If you have a comment, suggestion or complaint please leave them in our box at reception or alternatively discuss them directly or write directly to the practice manager.
Alternatively, complaints can be sent direct to the following:
Patient Advice and Liaison Service
North Yorks and York Primary Care Trust
The Hamlet
Hornbeam Park
Harrogate HG2 8RE

Zero Tolerance

A zero tolerance policy towards violent, threatening, abusive or intimidating behaviour is now in place throughout the NHS. The staff in this practice have the right to work in an environment free from such behaviour and everything will be done to protect that right. If you do not respect the rights of our staff we may choose to inform the police and make arrangements for you to be removed from our medical list.

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 make routinely available. This scheme is available from reception.