Code of Conductstethoscope

Comments and Suggestions

We try to offer a friendly, efficient and effective medical service for our patients. We appreciate feedback from our patients that can help us to improve our services.

Complaints

It is encouraging to receive compliments but also important that we learn from your experience to make improvements. Please send your comments in to the practice manager. If you have any concerns about any aspect of our service, please let us know. Your GP, our practice manager or our reception staff will be happy to help. In most cases, concerns can be resolved quite easily.

Maple View Medical Practice has a standard complaints procedure, a copy of which can be obtained from the reception.

Policy on Violent or Abusive Patients

This Practice adopts a ZERO TOLERANCE approach to violence and aggression.  Aggressive and violent behaviour is considered to be any personal, threatening or abusive language (cursing or swearing), gestures (including sexual), physical contact, derogatory sexual or racial remarks, shouting at any persons or applying force to any Practice property or the property of any persons within the Practice.  This includes people banging on desks or counters or shouting loudly in an intimidating manner.

This approach applies to any patients, visitors and any persons working within the Practice demonstrating any of the above behaviour towards patients, visitors or staff.  The Partners are committed to doing everything possible to protect staff, patients and visitors from unacceptable behaviour and to support zero tolerance to any incident that causes hurt, alarm, damage or distress.  It also applies to any Partner or Employee of the Practice whilst on duties away from the Surgery if their duties are related to the business of the Practice.

Patients who are violent or aggressive towards any person on Surgery premises will be removed from the Practice list.  The Practice is monitored by CCTV, which is checked on a regular basis.

Patient Charter

This practice aims to always provide the best possible standards of health care for our patients. We provide a complete range of services through primary care and take every opportunity to expand this range of services so that you will always have the maximum care available. The Practice Patient Charter sets out a statement of what you can expect from us and what we ask of you in return, so that we can work in harmony together and maintain the aims we have indicated.

Patients Rights

  • Be registered with a doctor
  • Change doctor if desired (but please remember that you may have to see any of the doctors if your need is urgent)
  • Receive emergency care
  • Receive appropriate drugs and medicines
  • Be referred for specialist or second opinion if they and GP agrees
  • See your medical records or a copy, subject to certain laws
  • Know that by law, everyone working for the NHS must keep the contents of your medical records private.

With these rights come responsibilities for the public.
That means being:

  • Courteous to staff at all times
  • As prompt as possible for all appointments
  • Responsible for cancelling appointments in adequate time.

Confidentiality

Keeping your records CONFIDENTIAL

We respect your right to privacy and keep all 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.

The practice complies with Data Protection and Access to Medical Records legislation. Identifiable information about you will be shared with others in the following circumstances:

  • To provide further medical treatment for you e.g. from District Nurses and Hospital Services
  • To help you get other services e.g. from the Social Work Department. This requires your consent
  • When we have a duty to others e.g. in child protection cases
  • Anonymised patient information will also be used at local and national level to help the Health Board and Government plan services e.g. for Diabetic Care.

Reception and Administration Staff require access to your medical records in order to do their work. These members of staff are bound by the same rules of confidentiality as the medical staff.

You have a right to know what information we hold about you. If you would like to see your records, please contact reception. Our guiding principal is that we are holding your records in strict confidence.

How Your Records Are Used To Help Us

As you know, your Doctor and the team of Health Professionals caring for you keep records about your health and the care you receive from the National Health Service.  These are important to help ensure that you receive the best possible care from us.

Your records are use in the following ways to guide and administer the care you receive:

  • To ensure that your Doctor or Nurse has accurate and up to date information to assess your health and decide what care you need when you visit in the future.
  • To ensure that full information is available should you see another Doctor or be referred to a Specialist or another part of the NHS.
  • To ensure that there is a good basis for looking back and checking on the type and quality of the care you receive.
  • To ensure that your concerns can be properly investigated if you need to complain.

Your records also help to plan NHS services for the future and ensure that there is a good basis for checking that NHS money has been well spent and that staff are paid for the work they have done.

Whilst always preserving confidentiality, your records can also help us to help you by:

  • Assisting with the teaching and training of Health Care Professionals (you choose whether or not to be involved).
  • Assisting with health research (if you need to be personally involved with the research you will be contacted and asked whether you are willing to participate.  You will not be identified without your agreement).