PRACTICE CHARTER

All members of the Spinney Brook and Woodford Medical Centres are committed to achieve a high quality of services for you, our patients.

We do everything we can to keep you healthy. We will treat you as an individual and make every effort to respect your personal beliefs. We will also try to ensure that you have easy access to the services you use and that you understand the care and treatment we offer.

In return for these standards, we ask that you also accept responsibility for your own health.

OUR RESPONSIBILITIES TO YOU

You will be treated as a partner in the care you receive.

You will be treated as an individual and will be given courtesy and respect at all times.

You have the right to be treated in a confidential manner.

We will try to answer the telephone promptly and courteously.

You will be able to see a doctor of your choice, where possible, for routine appointments.

We will try to see you within 30 minutes of your appointment time. You will be offered an explanation if we cannot do this. The length of a routine, booked doctor's appointment is 10 minutes. Emergency appointments are normally also 10 minutes.

We will explain the likely effects of any drugs and review your long-term medical needs at an agreed time.

We will advise you about how and when to obtain the results of any tests or x-rays.

If we believe that you need a second opinion we will try to help you to get this.

We will visit you at home if you are really too ill to be brought to the surgery.

Whenever possible we will give you 24 hours' notice of any cancelled surgery or clinic.

We will inform you about how you can make suggestions and complaints about the services we offer.

We will maintain accurate medical records.

We will offer advice and information about how you can promote good health and avoid illness.

You will be able to have a copy of our practice booklet.

We have the right to remove patients from our list if they repeatedly and persistently ignore their responsibilities to other patients, and us, or act in a violent or threatening manner towards any member of the practice.

YOUR RESPONSIBILITIES TO US

Being a partner means that we have responsibilities to each other.

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

Please try to call outside of peak surgery times for non-urgent requests. Our telephone lines are generally quieter in the afternoon.

Please remember that the doctor may not always be available due to other commitments, holidays etc.

Please do everything you can to keep appointments. Tell us as soon as possible if you cannot. Please try to be punctual. If you arrive later than your appointment time it may cause delays and inconvenience to other patients. If we are running late please be patient as on another occasion it may be you that needs extra time.

You should not expect to be given a prescription every time you visit the doctor. Please remember to check your cupboards before ordering repeat prescriptions. Always take medicines as directed.

Please do not call before the suggested time. Remember that the telephone lines are quieter in the afternoon.

You have the right to ask for a second opinion.

Facilities for examination and treatment are better at the surgery and the less time a doctor spends travelling, the more time is available for patients.

Please do not call out of hours except in cases of real medical emergency. If possible wait until the next surgery.

Please bring any suggestion or complaint to any member of the practice team.

We can make records available to you within 40 days of the request but you may be charged for this.

You are responsible for your own health and that of your children and should take appropriate action and advice.

Please read our practice booklet and browse this website. Both will help you get the best out of the services we offer.

If you are seriously unhappy with the services we provide, or us, you have the right at anytime to leave our list and to register with another practice.

SUGGESTIONS/COMPLAINTS

We constantly strive to give you the best possible care and attention. If you have any suggestions or are unhappy about any aspects of our service please ask to make an appointment with the Practice Manager, Mrs Alison Fenn Coles, who will be more than happy to listen to your suggestions/criticisms. If you have any comments or suggestions we would ask you to fill in one of the leaflets on the front desk entitled 'Help us to Help You'.

QUALITY ASSESSMENT

The practice is mandated to achieve high standards in all areas and is now re-assessed each year to ensure these standards are maintained.

Occasionally visiting assessors check our records to ensure good standards. They are also bound by the same confidentiality rules.

Other medical outlets may use personal health information - this is always anonymised.

PRIMARY CARE TRUST

Your local Primary Care Trust is:

NHS Northamptonshire
Teaching Primary Care Trust
Francis Crick House
Summerhouse Road
Moulton Park
Northampton NN3 6BF

Tel: 01604 651100

Details of primary medical services in the area may be obtained from the PCT.

PLEASE HELP YOUR DOCTOR

Did you know you don't need a sick note if you are off work less than seven days? You can self-certify - contact your personnel office at work for details.

Don't forget you don't always need an appointment with your GP for advice on coughs, colds and other minor health problems - you can see the practice nurse or local pharmacist instead.

For general health advice and information go to:

• Your nearest NHS Walk-in Centre

• www.nhsdirect.co.uk

• NHS Direct Interactive on digital satellite TV by pressing the interactive button on your remote control

• NHS Direct on 0845 4647

• The NHS Direct self-help guide at the back of your Thomson Directory

ACCESS TO HEALTH RECORDS

Who can apply for access?

Patients may apply for access to their own records, or may authorise a third party, such as a lawyer, to do so on their behalf. Parents may have access to their child's records if this is in the child's best interests and not contrary to a competent child's wishes. People appointed by a court to manage the affairs of mentally incapacitated adults may have access to information necessary to fulfil their function. Information in medical records can only be accessed from November 1991 onwards.

Can a fee by charged?

Yes, and the fee varies depending on the type of record and whether the patient wants copies of the records or just to see them.

For example: To allow patients to read their records (where no copy is required) and held totally on computer the fee is £10. For records held in part on computer and in part manually with copies of notes, a reasonable fee of up to £50 may be charged.

FREEDOM OF INFORMATION - PUBLICATION SCHEME

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. This scheme is available from www.foi.nhs.uk

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 care.

This information may be used for management and audit purposes. However, it is usually only available to, and used by, those involved in your care. You have the right to know what information we hold about you. Please be aware that other medical outlets may use anonymous information from our medical records.

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 extreme cases we may summon the police to remove offenders from the practice premises.