PATIENTS' CHARTER
- OUR AIMS
- Provide emergency care to patients
within our practice area.
- Refer you to a consultant if necessary
and will do so where we feel it is in your best interest.
- If requested, consult you on, and
give an explanation of, any proposed treatment.
- Give you access to your health
records written after 1 November 1991 if appropriate.
- Ensure you know who you are dealing
with - our staff wear name badges.
- Treat you with courtesy and respect.
We, in turn, expect the same from our patients.
- If you need to see a GP urgently
you can expect a consultation on the same day.
- We run an appointment system and
we will do our best to see you within a reasonable time.
- You are entitled to ask for a visit
at your registered address and the doctor will decide whether or not this is appropriate
on clinical grounds.
- Our practice makes use of a commercial
deputising service for some out of hours cover. This service is monitored by the
FHSA and has specific standards. The practice places emphasis on preventative
medicine.
We offer health checks to:
- All new patients.
- Patients aged 75 and over.
You can also play your part in achieving
our aims by:
- Keeping appointments or giving
as much notice as possible if you have to cancel.
- Informing us when you change your
address/telephone number.
- Calling out the doctor only in
an emergency and not for routine treatment or advice.
You can help us by letting us know
when our standards are not to your satisfaction:
- Please contact the practice manager
in the first instance.
COMPLAINTS
The practice team is very anxious
to provide the best possible service for patients but there may be occasions when
we fall short. Constructive criticism is always appreciated and should be addressed
to the practice manager as should complaints, although you are, of course,
free to write to your doctor should you prefer. If something is really bothering
you, do please talk to your doctor.
CONFIDENTIALITY
All
patient notes are treated with the strictest confidentiality and we comply with
the Data Protection Act 1998.
From time to time the practice is subject
to accreditation inspections which might involve scrutiny of patient records.
We will ensure that patients are advised prior to any such visit and will not
submit their records for inspection without first obtaining consent.
Practice Computer
The practice has a primary
health care computer system which holds each patient's address, date of
birth and details of illnesses. It is used to recall patients who are due for
cervical smear follow-ups, senior citizen screening, vaccinations etc, as well
as providing prompts when reviews are recommended for chronic conditions/illnesses
such as diabetes, asthma, hypertension etc.
We have an IT Manager, Lata Rathod,
on site.
Access To Medical Records
If you need to see your medical record, then please put your request in writing to the practice manager. An appointment will be arranged for you to come in and see your records. You will need to bring some form of ID with when you attend.
BRENT PRIMARY CARE TRUST (PCT)
Contact person:
Cluster Manager
Willesden Community Hospital
Harlesden Road
London
NW10 3YR.
Tel: 0208 459 1292.
Zero Tolerance
In line with the rest of the NHS, we have a zero tolerance policy towards threatening, violent and aggressive behaviour. Aggression includes verbal or threatening behaviour. Any patient behaving in such a way towards any member of the practice team may be removed from the practice list. An act of violence by a patient to a member of the practice team, another patient or a visitor, or damage to practice property will result in the police being called, possible criminal proceedings and immediate removal from the practice list.
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 reception.
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