Confidentiality

The practice complies with Data Protection and Access to Medical Records legislation. Identifiable information about you will be shared with others in the following circumstances:

• To provide further medical treatment for you e.g. from district nurses and hospital services.
• To help you get other services e.g. from the social work department. This requires your consent.
• When we have a duty to others e.g. in child protection cases anonymised patient information will also be used at local and national level to help the Health Board and Government plan services e.g. for diabetic care.

If you do not wish anonymous information about you to be used in such a way, please let us know.

Reception and administration staff require access to your medical records in order to do their jobs. These members of staff are bound by the same rules of confidentiality as the medical staff.

Freedom of Information

The ICO has published a new Model Publication Scheme that all public authorities are required to adopt.

Model Publication Scheme - further information

Comments & 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.

If you have any complaints about the service that you have received from the doctors or staff working for this practice, you are entitled to ask for an explanation. We operate an informal “in-house” complaints procedure to deal with your complaints. This procedure does not deal with matters of legal liability or compensation.

• In some cases the “in-house” procedure is not an appropriate form of investigation, in which case you will be referred to NHS England at england.contactus@nhs.net  or on 0300 311 2233 or postal address: NHS England, PO Box 16738, REDDITCH, B97 9PT or for independent complaints contact Dorset Advocacy 13-15 Jubilee Court, Paceycombe Way, Poundbury, Dorchester DT1 3AE  0300 343 7000  nhscomplaints@dorsetadvocacy.co.uk  
• The in-house procedure does not affect your right to make a formal complaint to one of the above  if you wish. Nor does it affect your right to seek compensation in law.

Your complaint should be addressed, in the first instance, to the Senior Partner or the Practice Manager who will either deal with it personally or forward it to the appropriate member of staff.

The delegated member of staff will assess the complaint and if the practice procedure is appropriate, a full investigation will take place. A meeting will be arranged in order to advise the complainant of the outcome if appropriate.

If the complaint is unresolved the complainant has the right to complain to one of the above addresses or the Health Service Ombudsman.

We are continually striving to improve our service. If you have any suggestions regarding the service provided, write to the Senior Partner who will pass on your letter to the appropriate member of staff. Alternatively, place your written suggestion in our suggestions box in the waiting room.

The Health Service Ombudsman in England

The Parliamentary and Health Service Ombudsman website contains detailed information on raising a complaint about any aspect of the NHS in England.

Practice Information

Practice Aims

The aim of the practice is to provide the best possible general practice service to our patients. In order to achieve this we will: 

• Provide care in accordance with the practice charter, the Dorset Health Authority and the national patient’s charter. 
• We are part of Dorset Clinical Commissioning Group and contribute to their Health Improvement Plan. 
• Liaise with our patients, colleagues and other agencies. 
• Develop management systems which allow us to monitor the quality delivered and also to identify the health needs of the community. 
• Provide appropriate training to the practice staff, both medical and clerical.

Equipment Fund

Occasionally the practice receives donations or bequests. Sometimes these gifts are for designated purposes. Any donation which does not have a specific purpose will be allocated to our equipment fund. The fund is largely maintained by the doctors and used for the purchase of new equipment to enhance the service to our patients.

Violent or Abusive Behaviour

In keeping with the rest of the NHS, this practice operates a zero tolerance policy with respect to the protection of its staff.

This means that anyone who is violent or abusive in any way (including on the telephone) towards anyone in this practice, be it doctor, members of staff or other patients, may be removed from the practice list with immediate effect and without a second chance. Extreme cases will result in the perpetrator being reported to the police.

Practice Charter

Practice Responsibilities

• Professional and staff names will be given on request. 

• Appointments will be made by telephoning 01202 710013 or by calling at the surgery during opening hours. If you need a doctor in an emergency then ring 01202 710013 at all times.
• We will try to see you within 20 minutes of your appointment time. 

• We will visit you at home if you are too ill to come to the surgery. 

• If you need to speak to your doctor on the telephone the receptionist ill advise you how to do this.
• All repeat prescriptions will be ready for collection a minimum of two working days after the request has been recieved. 

• We have the right to remove patients from our list if they repeatedly and persistently ignore their responsibilities to us and other patients. 

• You will be treated as an individual and will be given courtesy and respect at all times. 

• You have the right to be treated with confidentiality. 

• If you have any queries, compliments or complaints (full procedure explained below), then speak to a member of staff or make an appointment to see the appropriate member of staff. If you have any comments to make regarding our services or suggestions as to how we can improve these for you, please address your letter to the Practice Manager or put a suggestion in the suggestion box provided in the entrance foyer together with your name and address. 

Patients' Responsibilities 

DNA POLICY 

Introduction

When patients do not turn up for their appointment and do not advise the surgery that they wish to cancel their appointment (or cancel late) the effect of this is 

• An increase in waiting time for appointments
• Frustration for both staff and patients
• A waste of resources
• A potential risk to the health of the patient 

Policy

In the event that a patient does not attend (DNA) an appointment, on the first occasion the non-attendance will be recorded as a DNA and a letter sent to the patient reminding them of the policy. 

If a patient fails to attend another appointment a formal warning letter will be sent reminding them that a further recurrence within the next 12 months could result in them being removed from the practice list.

 Warning letters are valid for a period of 12 months. Removal based on warnings greater than 12 months old will be invalid – in this case a further formal warning and period of grace will be required.

 The practice will take into account mitigating medical circumstances prior to issuing letters under this policy.