Practice Charter

We believe in the desirability of a good practice/patient relationship. We would ask that all times you show respect to our staff.

Suggestions & Complaints

If you have any suggestions whereby an improvement can be made to the services available to you as a patient, please contact our Management Team to let us know. We try to ensure that the doctors and staff provide a courteous and efficient service. We realise that occasionally things do not go as smoothly as we would like. If you think this has happened to you, please come and tell us so that we can help you to sort the problem out.

Primary Care Trust

The authority that covers this area is:

NHS North Yorkshire and York
The Hamlet
Hornbeam Park
Harrogate
HG2 8RE

Zero Tolerance

We strongly support the NHS policy on zero tolerance. Anyone attending the surgery who abuses the GPs, staff or other patients be it verbally, physically or in any threatening manner whatsoever, will risk removal from the practice list. In extreme cases we may summon the police to remove offenders from the practice premises.

Confidentiality

Information is collected and held, often on computer, in order that you receive proper care and treatment. You have a right of access to these medical records.

The responsible use of this information is governed mainly by medical ethics but also by the Data Protection Act. Necessary information may be shared with other people involved in your care and with local and national NHS administration.

Your permission is needed before we can pass information to people such as solicitors and insurance companies. Where possible, information is given without personal identification.

Freedom Of Information

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.

Access To Medical Records

If you would like to see what information is held about you on our computer, please ask the receptionist. An appointment will be made outside of surgery times and there will be a covering charge of £10 and a charge of 10p per page for any copies required.

PCT Audit

In order to ensure that the NHS receives value for money and to avoid fraud, the government requires the Primary Care Trust to check that we have done the work for which we claim fees. This may involve officers from the Primary Care Trust looking at medical records. If you do not agree to this, please inform the practice manager.

Patient Advice & Liaison Service

PALS exists to improve the experience of patients and their carers. Its functions include:

· To provide a source of information about NHS services.

· To address patients’ and their families’ concerns.

· To resolve day-to-day issues on the spot.

PALS can be contacted by telephoning 0800 06 88 000.