PATIENT'S
CHARTER AND USER GUIDE
Our aim is to provide continuing
high quality personal medical care to all of our Patients. With this in mind,
we have produced a Charter setting out the standards of service you should expect,
and a User Guide to help us give you the best possible service.
1. You will be treated as an individual and will be given courtesy and respect
at all times, irrespective of your ethnic origin, religious belief, personal
attributes or the nature of your health problems.
2. In return we also expect all Doctors and our staff to be treated courteously
at all times.
3. Our aim is that any patient can
access a healthcare professional within 24 hours and a GP within 48 hours.
4. You will be seen by a Doctor for URGENT conditions on the same day you request
assistance.
5. You will not be kept waiting to see your Doctor for longer than 20 minutes,
without being given an explanation of unavoidable delay, and an offer, if necessary,
of another appointment.
6. Repeat prescriptions will be available for collection within 48 hours of your
request.
7. Out of hours, ie out of normal opening hours, in an emergency, if you telephone
the practice you will be given the Out-Of-Hours service Devon Doctors On Call,
telephone number 0845 6710 270. Alternatively, you can seek advice from NHS Direct,
a 24 hour Nurse-led service. Telephone 0845 4647.
8. All aspects of your visit will
be dealt with in the strictest confidence and you will have complete privacy
if this is required.
9. All Practice staff will have
a badge so that their name is known to you.
10. The results of routine tests
will be available within one month. Routine smear results will be available within
three months.
11. Details of all health promotion
programmes will be widely advertised in the Practice.
12. All team members are committed
to, and fully involved in, continuing postgraduate education and training generally.
13. All of our staff are committed
to maintaining good communication with other members of the Primary Health Care
Team.
14. Access to and around the building
for the elderly and disabled will be easy, and facilities will be provided for
children.
15. These standards will be advertised
widely to all Patients.
HELP
US TO HELP YOU
We are committed to giving you the
best possible service. This will be achieved together. Please help us to help
you.
1. You will be treated as a partner
in the care and attention you receive.
2. Following discussion you will
receive the most appropriate care, given by suitably qualified people. No care
or treatment will be given without your informed consent.
3. You have the right to see your
health records, subject to any limitations in the law, which will be kept confidential.
4. Information about the services
we offer will be made available to you. Every effort will be made to ensure you
receive the information which directly affects your health and the care being
offered.
5. People involved in your care
will give you their names and ensure that you know how to contact them. Please
let us know if you change your name or address.
6. It is our job to give you treatment
and advice. 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.
7. We need help too. Please ask
for a night visit only when you feel it is truly necessary and home visits by
the Doctor only when Patients are too ill to visit the Surgery.
8. Please do everything you can
to keep appointments. Tell us as soon as possible if you cannot, and be ready
to tell us details of your past illnesses, medication, Hospital admissions and
any other relevant details.
9. We want to improve services,
and will therefore welcome any comments you have on the services we provide,
including ways you think it could be improved.
We can be contacted on Exmouth
273666.
PRACTICE
EQUIPMENT FUND
The Practice has an account funded
by patient donations for the purchase of equipment. If you wish to donate to
this, please contact our Practice Manager, Hazel Hunt.
SUGGESTIONS
AND COMPLAINTS
Claremont Medical Practice aims
to give a friendly and professional service to all our patients. However, if
you have any concerns about any aspect of our services please speak to Hazel
Hunt, our Practice Manager. Alternatively, you can contact the Clinical Governance
Team at Devon Primary Care Trust, Unit 1, Exeter International Office Park,
Clyst Honiton, Devon EX5 2HL. The PCT also operates a Patient Advice and Liaison
Service (PALS) which can often help resolve any problems before they become formal
complaints. To speak to a PALS Officer ring 01404 816001.
RESEARCH
PRACTICE
This Practice contributes anonymous data to a database(s) used for health care
research purposes. The Practice receives a nominal fee and training from the
Company aggregating the data to help improve quality in its computer records.
The Company holding the anonymous data will be providing the data to authorised
researchers for a data fee. The data collection scheme has been approved by the
South East Multicentre Research Ethics Committee. The Committee will also be
overseeing all research conducted on the data.
The database will hold data on millions of patients, and no patient will be traceable
to anyone outside the Practice.
In addition, we contribute anonymised records to a data base known as The Health Improvement Network (THIN). This database is managed by a company outside the NHS which does not have access to your personal details, only to anonymous medical records. The data is used for research into such topics as drug safety, disease patterns, prescribing patterns, health economics and public health.
If anything to do with the research would require that you provide additional information about yourself, you will be contacted to see if you are willing to take part; you will not be identified in any published results.
If at any time you would like to know more, or have any concerns about how we use your information, please contact Hazel Hunt, Practice Manager, on 01395 273666.
DATA PROTECTION
Patients' records are held on the computer in accordance with guidelines of the
Data Protection Act and strict confidentiality is maintained.
PATIENT CONFIDENTIALITY
We respect your right to privacy and keep all your health information confidential
and secure. It is important that the NHS keeps accurate and up-to-date records
about your health and treatment so that those treating you can give you the best
possible advice and care.
This information is only available to those involved in your care and you should
never be asked for personal medical information by anyone not involved in your
care.
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