IMPORTANT INFORMATION

 

DISABLED ACCESS

If you use a wheelchair you will have complete access to the clinical areas and to a Disabled Toilet. Our large car park has plenty of designated Disabled Parking spaces close to the Main Entrance.


PATIENT LIAISON REPRESENTATIVE

The Practices’ Patient Liaison Representative is our medical secretary.


OVERSEAS VISITORS

NHS treatment is not automatically available to all overseas visitors. Emergency treatment is available for urgent conditions that occur during the visit regardless of country of origin, but not for pre-existing medical problems. This may apply to some British Nationals (e.g. expatriates) living abroad. If NHS treatment is not appropriate a private appointment will be offered and charges will apply. Receipts will be given. Emergency treatment may also be available at a hospital with an Accident and Emergency Departments. The nearest Accident and Emergency Departments are at the Conquest Hospital near Hastings and the William Harvey Hospital Ashford.


COMPLAINTS PROCEDURE

We try to provide an efficient and helpful service. Like all organisations things sometimes go wrong. If you have a complaint or grievance about any part of the service we provide we would like to hear about it, so that if things have gone wrong they can be improved for the future. We follow the national guidelines as outlined in the NHS Complaints Procedure. Please address complaints as follows:

  1. Complaints concerning the general running of the practice or the Services we provide should be addressed to the Practice Manager.
  2. Complaints of a clinical nature should be addressed to the doctor concerned. We will endeavour to acknowledge all complaints within 2 working days. All complaints will be answered with a full written reply within 10 working days, unless the party concerned is absent or on leave but you will be informed of the delay.

By addressing complaints early we hope we can reduce misunderstandings and improve the relationship between doctors, staff and patients.


CODE OF PRACTICE

Our Responsibility To You

  • You will be treated as an individual and will be given courtesy and respect at all times.
  • You have a right to absolute confidentiality.
  • We will give you full information about the services we offer.
  • You are entitled to apply to see your medical records subject to legal guidelines.
  • You will be seen by appointment with a Primary Care Professional within 24 hours of your request and by a GP within 48 hours.
  • You will be seen on the same day for problems that you and the doctor agree are urgent.
  • We aim to see all patients within 20 minutes of their appointment times.
  • You will receive a house-call only if the doctor believes your condition warrants it.
  • In the case of acute life threatening illness you will receive immediate attention.
  • The practice Out Of Hours Service is coordinated by the Hastings and Rother Clinical Commissioning Group tel. 01424 735600.
  • We will offer advice and treatment we believe is best for you.
  • Your doctor will share information and decision making with you as much as possible.
  • We aim to process repeat prescriptions within two working days.
  • We try to maintain the highest standards of Quality Assurance.
  • We will thoroughly and impartially investigate any complaint about our services.

Your Responsibility To Us

  • We expect you to treat all staff with courtesy. We will not tolerate any physical or verbal abuse to any of the practice team.
  • Please inform us as soon as possible if you are unable to keep an appointment, so it may be available to another patient.
  • Only ask for a house-call if there is genuine medical indication.
  • Only use the Out Of Hours service for genuine emergencies and urgent medical problems.
  • Please arrive on time for your appointment.
  • Please be patient if your doctor is running a little late. Some consultations take a little longer than others and, if a medical emergency occurs it will be given priority.
  • Let us know as soon as possible if you change any details such as name, address or telephone number. This could save time in the event of an emergency.

In line with the Department of Health Guidelines, we exercise a Zero Tolerance Policy of verbal abuse, physical violence or any sort of threatening behaviour. You will be removed from our list of patients should any incident of this type occur.


THE DATA
PROTECTION ACT

All our staff are bound by the same rules of confidentiality as the doctors and nurses. The practice is computerised and patients’ details are held on the computer. We are therefore registered under the Data Protection Act.


ACCESS TO PATIENT
RECORDS

Our practice confidentiality policy is strictly adhered to as laid down in the Data Protection Act 1998. Patients have a right to access their medical records on application in writing to the Practice Manager according to procedures set down in the Act. Patients will be asked for written consent before their personal information is used in ways that do not directly contribute to, or support the delivery of, their medical care. Patients' decisions to restrict the disclosure of their personal information will be respected.


HOW THE PRACTICE
USES PERSONAL
INFORMATION

In line with the Department of Health guidelines, the Caldicott report and Data Protection Act, we wish to advise you of how we handle information we hold about patients. We ask for information so you may receive proper care and treatment. We keep this information, together with details of your care, because it may be needed if we see you again. Sometimes the law requires us to pass on information; for example, to notify birth. The NHS Register for England & Wales contains basic personal information of all patients who are registered with a GP. The Register does not contain clinical information.

You have a right of access to your health records by applying in writing to the practice manager according to procedures set down in the Data Protection Act. Patients will be asked for written consent before their personal information is used in ways that do not directly contribute to, or support the delivery of, their personal care. Patients’ decisions to restrict the disclosure of their personal information will be respected.

Everyone working for the NHS has a legal duty to keep information about you. We only ever pass on information if people have a genuine need for it, in your and everyone’s interests. Whenever we can, we shall remove details that identify you. The sharing of some types of very sensitive personal information is strictly controlled by law. Anyone who received information from us is also under a legal duty to keep it confidential. If you wish to discuss matters privately away from the Reception desk, please tell the receptionist and we shall find somewhere private to address your concerns.