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Practice Charter

This practice is committed to improving the quality of service it provides within the National Health Service.

• always putting the patient first, ensuring that the services it provides are of the highest possible standard;
  
• promoting the concept of illness prevention and health promotion;
  
• continually striving to improve the services we provide by positive encouragement of further training for our staff and maximising their skills

• to notify us as soon as possible if you cannot keep your appointment time;
  
• to notify us as soon as practicable if you change your address and wish to remain a registered patient at this practice, subject to the practice boundary;
  
• to remain courteous, polite and understanding when dealing with practice staff at all times;
  
• to arrive promptly for your appointment time;
  
• to attend the surgery instead of requesting a home visit, when at all possible, and thereby gain benefit from our facilities at the practice. Home visits will normally be made where, for medical reasons, the patient is unable to attend the surgery.
  
• to contact the surgery for results of any tests performed by the doctors or nurses of the practice.
  

• you may have a long wait, or be asked to make another appointment if you arrive more than 10 minutes late for your appointment;
  
• you will be greeted in a welcoming way;
  
• you have the right to confidentiality;
  
• you will be offered a routine appointment with a doctor within 48 hours;
  
• you will normally be seen within 25 minutes of your appointment time, and you will be informed if there is likely to be a delay;
  
• requests for computerised prescriptions will be ready for despatch within 48 working hours. Postal applications will be ready for despatch within 48 working hours of receipt at the surgery;
  
• the telephone will be answered within five rings. In exceptional circumstances when this is not achieved, you will receive an apology for the delay.

This practice operates a formal complaints procedure to deal with complaints about the services we provide. Please ask any member of staff to give you further information.

We attempt to resolve problems swiftly and take action as appropriate when we have failed to achieve the high standards for which we aim.

The Freedom of Information Act 2000 obliges the practice to produce a Publication Scheme. A Publication Scheme is a guide to 'classes' of information the practice intends to routinely make available.

This scheme is available from reception.

The NHS operates a Zero Tolerance Policy with regard to violence and abuse and the practice has the right to remove violent patients from the list with immediate effect in order to safeguard practice staff, patients and other persons.

Violence in this context includes actual or threatened physical violence or verbal abuse which leads to fear for a person's safety.

In this situation we are obliged to notify the patient in writing of their removal from the list and record in the patient's medical records the fact of the removal and circumstances leading to it. The local Primary Care Trust (PCT) is then responsible for providing further medical care for such patients.

Confidential patient data will be shared within the primary healthcare team and with other healthcare professionals to whom you are referred for care. Your data may be used by those clinical teams providing your care for the essential purpose of clinical audit.

Confidential patient data may also be required for the broader purposes of public health and audit, research, the provision of healthcare services, teaching and training. Data disclosed will be kept to the minimum required to serve the purpose and if possible will be anonymised before disclosure.

All individuals with access to your data have a professional and/or contractual duty of confidentiality.

Hampshire NHS is party to the NHS contract held by this practice. Further details of primary medical services in this area may be obtained from them at the following address:

NHS Hampshire, Headquarters, Omega House, 112 Southampton Road,
Eastleigh, Hants. SO50 5PB
Tel: 023 8062 7444