Practice Policies
Zero Tolerance
The practice takes very seriously if a member of staff or one of the doctors or nursing team is treated in an abusive or violent way. The Practice supports the government's zero tolerance campaign for Health Service Staff. This states that GP's and their staff have a right to care for others without fear of being attached or abused. To successfully provide these services a mutual respect between all of the staff and patients has to be in place. All our staff aim to be polite, helpful and sensitive to all patients' individual needs and circumstances. They would respectfully remind patients that very often staff could be confronted with a multitude of varying and sometimes difficult tasks and situations, all at the same time. The staff understand that ill patients do not always act in a reasonable manner and will take this into consideration when trying to deal with a misunderstanding or complaint.
However, aggressive behaviour, be it violent or abusive will not be tolerated and may result in you being removed from the Practice list and, in extreme cases the Police being contacted.
In order for the practice to maintain good relations with their patients the practice would like to ask all of its patients to read and take note of the occasional types of behaviour that would be found unacceptable:
- using bad language or swearing at practice staff
- Any physical violence towards any member of the Primary Care Health Team
- Verbal abuse towards the member of staff in any form including verbally insulting staff
- Persistent or unrealistic demands that cause stress to staff will not be accepted. Requests will be met wherever possible and explanations given when they cannot
- Causing damage/stealing from from the Practices' premises, staff or patients
- Obtaining drugs and/or medical services fraudulently
We ask you to treat your GP's and their staff courteously at all times.
Removal from the List
A good patient-doctor relationship, based on mutual respect and trust, is the cornerstone of good patient care. The removal of patients from our list is an exceptional and rare event and is a last resort in an impaired patient-practice relationship. When trust has irretrievably broken down, it is in the patient's interest just as much as that of the practice, that they should fine a new practice. An exception to this is on immediate removal on the grounds of violence e.g. when the Police are involved.
Removing other members of the household
In rare cases, however, because of the possible need to visit patients at home it may be necessary to terminate responsibility for other members of the family or the entire household. The prospect of visiting patients where a relative who is not longer a patient of the practice by virtue of their unacceptable behaviour resides, or being regularly confronted by the removed patient, may make if too difficult for the practice to continue to look after the whole family. This is particularly likely where the patient has been removed because of violence or threatening behaviour and keeping the other family members could put doctors or their staff at risk.
Patient Rights
You will be treated with respect and as a partner in your care. Being a partner means you have responsibilities too.
We will:
- Ensure our patients have 24-hour access to medical advice.
- Aim for you to have access to a suitably qualified medical professional within 48 hours of your initial contact during surgery hours, or in an urgent case, the same day.
- Work in partnership with you to achieve the best medical care possible.
- Involve you and listen to your opinions and views in all aspects of your medical care.
- The prevention of disease, illness and injury is a primary concern.
The medical staff will advise and inform you of the steps you can take to promote good health and a healthy lifestyle. We would respectfully ask that you:
- Let us know if you intend to cancel an appointment or are running late.
- Treat staff with courtesy and respect. Reception staff may have to ask some personal questions to assist us in providing you with the best service
- Inform the practice staff of any alterations in your circumstances, such as change of surname, address or telephone number. Please ensure that we have your correct telephone number, even if it’s ex-directory.
As patients, you are responsible for your own health and that of any dependents. It is important that you adhere to information and advice given to you by health professionals, and co-operate with the practice in endeavouring to keep you healthy.
Complaints
We make every effort to give the best service possible to everyone who attends our practice.
However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.
Simply contact the Practice Manager and s/he will set all the necessary wheels in motion. Further written information is available on the complaints procedure from reception. We are continually striving to improve our service. Any helpful suggestions would be much appreciated and a suggestion box is located in the waiting.
Sharing Information
At times we need to share your information with other health professionals so we can all work together for your benefit. We will only ever use or pass on information about you if others involved in your care have a genuine need for it.
We will not disclose your information to third parties without your explicit permission unless there are exceptional circumstances, such as when the health or safety of others is at risk or where the law requires information to be passed on.
Anyone who receives information from us is also under a legal duty to keep it confidential.