Tinkers Lane Surgery

Practice Charter Standards

It is our job to give you treatment and advice. However, we encourage patients to share responsibility for their health. The following sets out the standards we should aim to meet if this 'partnership' is to be successful:

In return we ask that you:

• offer the doctors and staff within the practice the same courtesy and consideration shown to you
  
  
• please enquire if you have ANY queries or doubts in connection with your treatment
  
  
• take the medication and advice offered to you, but contact the doctor if the medication seems to be unsuitable
  
  
• keep us informed of any changes in your personal circumstances (eg name, address, marital status, etc)
  
  
• please keep your appointment, or tell us at the earliest opportunity if you are unable to do so
  
  
• tell us if we fail to meet your expectations so we can try to put things right
  
  
• have emergency care when you need it
  
  
• have appropriate drugs prescribed
  
  
• be referred to a consultant acceptable to you when your GP feels it is necessary, and to have a second opinion if required
  
  
• have access to your own medical records (subject to the law) and expect them to be maintained confidentially
  
  
• choose whether or not to take part in medical research or training
  
  
• be given information about doctors' services through the Health Authority's local directory
  
  
• receive a free copy of your doctor's practice booklet

As a patient you have a right to:

• be registered with a GP
  
  
• change doctor easily
  
  
• have a health check when you join a doctor's list
  
  
• have a health check once a year if you are over 75 and have not been seen by a doctor for 12 months
  
  
• have a health check if you are aged between 16-75 and have not been seen by a doctor for three years

Comments/Suggestions/Complaints

We genuinely welcome feedback from our patients and, if we have failed you in some way, we will do our best to put things right. If you wish to make a complaint, the practice procedure and a form are available from reception. However, if you would like to discuss something informally please telephone or make an appointment to see the practice manager who will be happy to help.

Patients Survey Questionnaires

From time to time we will ask patients to complete anonymous Patient Survey Questionnaires relating to our services. Sometimes these surveys will be conducted on behalf of the practice and sometimes on behalf of the Government. If you would like to receive the results of the practice surveys, please request these via the receptionist.

Data Protection Act 1998

Patients are advised that details regarding them are held on the surgery computer system and because of this Tinkers Lane Surgery is registered with the data protection register as required by the Data Protection Act 1998.

Patients are reassured that any data kept will be clear, accurate, up to date and will be used only for health services purposes.

Access To Patient Information

Confidential patient data will be shared within the practice health care team and with other health care professionals to whom you are referred for care. Your data may be used by these clinical teams 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 be anonymised before disclosure.

Confidentiality and identifiable patient information will not be disclosed otherwise without explicit consent unless:

1. It is a matter of life and death or serious harm to you or to another individual

2. It is overwhelmingly in the public interest to do so

3. There is a legal obligation to do so

In all of these circumstances the minimum identifiable information that is essential to serve the purpose may be revealed to someone with a legal entitlement to access the data for that purpose.

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

Subject to certain circumstances you have the right to inspect your records and usually all applications for access are to be made in writing to the practice manager. A fee may be charged if you require a copy of your medical notes.

If you are concerned in any way about your confidential data, further information is available from the practice manager. You are entitled to register an objection which will be respected where possible.

Confidentiality And Use Of Your Information

Patients should be aware that we are unable to disclose information of any kind to them about their spouses, partners, family members or friends without their written consent.

Primary Care Trust

The Wiltshire Primary Care Trust is responsible for commissioning all medical services for the patients of this area. They can assist with all queries relating to local medical services and can be contacted at:

Southgate House
Pans Lane
Devizes

Telephone: 01380 728899

Abusive Or Violent Behaviour

The practice has zero tolerance of patients who are abusive or violent towards any member of the practice team. Such patients may be removed from the practice list with immediate effect.

We do not tolerate anyone who is under the influence of drugs or alcohol in the surgery.

In all cases where patients are violent or threaten any member of the practice, the police will be called to deal with the situation.