Patient Charter Rights and Responsibilities
ALL MEMBERS OF THE SURGERY PRIMARY CARE TEAM ARE DEDICATED TO A QUALITY
POLICY TO ACHIEVE HEALTH SERVICES WHICH MEET THE PATIENT’S REQUIREMENTS.
Our surgery building will be welcoming, easy for patients to find their way
around and appropriate to the needs of users, including the disabled, within
the limitations of the space available.
Patients’ Rights To General Medical Services
Patients have the right to:
• be registered with the practice if resident within the agreed practice
• express a wish to be seen by a particular doctor
• be offered a health check on joining the practice
• receive emergency care at any time from the practice
• receive appropriate drugs and medicines
• be referred for specialist or second opinion if they and the GP agrees
• view their medical records, subject to the relevant Acts, and to know
that those working for the NHS are under a legal obligation to keep the
Accessing Medical Records
The practice will assist any patient wishing to have access to their own medical
record, subject to the relevant Acts. A fee will be payable.
The patient’s doctor will be available by appointment to explain medical
terminology within the legal timescales.
Comments, Suggestions And Complaints
The office manager and, as necessary, the practice business manager are responsible
for handling comments, suggestions and complaints about any service provided
by the practice.
All constructive comments and suggestions will be considered by the practice.
All complaints will be recorded and written complaints will be acknowledged within
the current guidelines. Where a complaint is made about a doctor, the patient
will be able to discuss this with another doctor in the practice, if preferred.
Changes To Procedures
When changes are introduced to practice procedures that affect patients, we
will ensure that these are clearly explained, by display on our waiting
room notice board, individual leaflets or by clicking here Notice Board
The procedure for obtaining repeat prescriptions can be found on this link to the Repeat Prescriptions page. Prescriptions will be available from the reception desk. 48 hours' notice
(two working days) is required for a repeat prescription.
Urgent referrals to other health and social care agencies will be made within
one working day of the patient consultation. We will normally process non-urgent
referrals within five working days of the patient consultation or the doctor’s
decision to refer.
Practice Equipment Fund
Dr Panton and Partners maintain an “Equipment Fund” for donations,
for which we are most grateful. The fund is used to help purchase expensive new
equipment to improve the service we can offer to our patients.
Transfer Of Medical Records
The practice will endeavour to dispatch any medical record required by the
Health Authority within seven working days and on the same day if the request
Privacy And Confidentiality
We will respect our patients’ privacy and confidentiality at all times.
With A Doctor
For routine consultations we will endeavour to offer patients an appointment within two working days of the request. However during times of high demand for routine appointments and due to doctor leave, courses or sickness this time may be extended. For urgent matters we operate the sit and wait service at both surgeries in the morning and afternoon – see Appointment Tab. Patients may request a Telephone Advice call back from a doctor. This will be when the doctor is available. The Reception Staff will not be able to say an exact time. If all the Advice Slots are full on any one day you may opt for another doctor or call again the following day or ask the Receptionist to send a task to the doctor.
With A Practice Nurse
For routine appointments we will endeavour to offer an appointment within
five working days.
The practice policy for home visits is shown on the Home Visits page.
In return for the standards of care and treatment offered by the practice,
we hope and expect our patients to observe the following:
• To treat our staff with courtesy at all times.
• To attend appointments on time or give the practice adequate notice
that they wish to cancel. Someone else could use your appointment!
• An appointment is for one person only - where another member of
the family needs to be seen or discussed, another appointment should be made.
• Routine appointments are for 12 minutes only. If you have more than
one problem please make this clear to reception and request a double appointment.
• You are requested to inform reception in advance if you cannot attend
for your appointment.
• You are asked to keep the surgery informed as your contact details
• Patients should make every effort when consulting the surgery to
make best use of nursing and medical time - home visits should be medically justifiable
and not requested for social convenience.
• When patients are asked to give 48 hours' notice for repeat prescriptions,
please give us this time as it is to allow for accurate prescribing.
• Out-of-hours calls (eg evenings, nights and weekends) should only
be requested if they are felt to be truly necessary.
How To Help Your Surgery
Here are a few practical things on a range of issues to help us to help you:
• If you are asked to provide a specimen at any time please ensure you leave
your FULL NAME and date of birth for clear identification with the specimen.
• The Lead Nurse will also take telephone consultations. This is particularly
helpful for initial travel consultations. Ask at Reception.
• Ears - we recommend using oil for 10 days without cotton wool prior to your
appointment for ear syringing.
• Influenza immunisation appointments will be available during the month
of October each year - put a note in your calendar.
• We do need up-to-date telephone contact details including a mobile number
if you have one.
• Please, when waiting in reception, take a look at the patient information
display that provides further information on the services available at this practice.
do produce a Newsletter several times a year to try to keep you up to date on
news and current issues. Please feel free to take a copy.
The nearest Social Services department is at 9 Madeira Road, Bournemouth
(telephone number 458000). The department will be happy to
help and advise on problems relating to housing, finance and caring for the young,
elderly or handicapped.
Please let us know if you are a Carer or Cared for. We do try to give additional support to Carers and have a nominated practice lead in the Reception Team. We try to inform you about Local Services and Facilities and include you on our annual Influenza Priority Lists.
Everyone working in the NHS has a legal duty to keep information about
you confidential. Sometimes the law requires us to pass on information - for
example, to notify a birth.
You may be receiving care from other people as well as the NHS. So that we can
all work together for your benefit we may need to share some information about
you. We only ever use or pass on information about you if people have a genuine
need for it in your and everyone’s interests. Whenever we can we shall
remove details which identify you. The sharing of some types of very sensitive
personal information is strictly controlled by law. Anyone who receives information
from us is also under a legal duty to keep it confidential.
The main reasons for which your information may be needed are:
• giving you health care and treatment
• looking after the health of the general public, for example routine
screening procedure such as cytology or cancer screening
• managing and planning the NHS. For example:
- making sure that our services can meet patient needs in
- paying your doctor, nurse, dentist, or other staff, and
the hospital which treats you for the care
- auditing accounts
- preparing statistics on NHS performance and activity (where
steps will be taken to ensure you cannot be identified)
- investigating complaints or legal claims
- helping staff to review the care they provide to make sure
it is of the highest standard
- training and educating staff (but you can choose whether
or not to be involved personally)
• research approved by the Local Research Ethics Committee. (If anything
to do with the research would involve you personally, you will be contacted
to see if you are willing.)
You have a right of access to your health records. If you wish to view your medical
records please contact reception who will be pleased to send you a copy of the
procedure which usually involves a small charge for administration.
If you subsequently require copies of notes these will be chargeable, currently
50p per sheet to a maximum of £50.
If at any time you would like to know more about how we use your information
you can speak to the person in charge of your care or our office manager or practice
manager. A full policy document is also available on request.
If you have any comments or have experienced any problems about the
service we provide, please discuss these first with your GP, the office manager
or practice manager. We hope that most problems can be sorted out easily and
quickly, preferably at the time they arise and with the person concerned. If
your problem cannot be sorted out in this way and you wish to make a complaint,
we would like you to let us know as soon as possible to enable us to establish
the course of events more easily. Written complaints should be addressed to Maj
N J Thompson or any of the doctors. We hope to provide, within NHS limitations,
a high standard of medical
Feedback from the consumer is obviously very helpful in maintaining and improving
our care and we are always very grateful for this.
Remember that the following organisation is also available to advise you if you have problems that cannot be resolved satisfactorily by the Surgery
Contact NHS England as follows:
Dealing With Violence And Removal Of Patients
We aim to provide the best possible health care for our patients. However,
there may be circumstances when it would be considered reasonable, or in the
best interests of the patient, to remove patients from the list.
The purpose of this policy, therefore, is to define the practice guidelines for
when it is reasonable to remove a patient from the practice list and to ensure
that any concerns about removing patients from the list are dealt with fairly.
Situations which justify removal will include:
When a patient:
Is physically violent or threatening towards a doctor, practice staff or other
patients on the practice premises.
Causes physical damage to practice premises or other patients' property.
Gives verbal abuse or makes threats towards the doctor, practice staff or other
Gives racist abuse, orally or physically.
Is violent or uses or condones threatening behaviour to doctors (or other members
of the primary health care team) while visiting the patient's home. Such behaviour
may involve the patient, a relative, a household member or pets (such as unchained
We will call the Police if a patient is violent or threatening towards any of our staff, doctors or patients.
Crime And Deception
Where a patient:
Fraudulently obtains drugs for non-medical reasons.
Deliberately lies to the doctor or other member of the primary health care team
(eg by giving a false name or false medical history) in order to obtain a service
or benefit by deception.
Attempts to use the doctor to conceal or aid any criminal activity. Steals from
Where a patient has moved out of the designated practice area and has failed to register with another GP. We do ask you inform us if you move. If you move out of our practice area it is our policy that you will be asked to find a Surgery in your new local area. We will consider appeals at the GP weekly meeting in exceptional circumstances where the partnership decision is final.
Where a patient has moved abroad for a period of three months or more.
Irretrievable Breakdown Of The Doctor/Patient Relationship
Where a patient's behaviour falls outside of that which is normally considered
reasonable and leads to an irretrievable breakdown of the doctor/patient relationship.
The full policy is available on request.
The procedure for removal will normally involve discussion by the doctors and
written communication via the practice business manager.
Freedom Of Information Act 2000
This practice has signed up to the Freedom of Information Act. This
Act requires us to provide a Publication Scheme detailing information and publications
which are made available to the public to provide openness about how public services
are organised, how much they cost and how decisions are made. If you require
a copy of the Publication Scheme please contact reception.
We aim to try to keep our patients informed about developments and current
issues and provide opportunities for feedback thorough the following mediums:
• Practice booklet
• Quarterly newsletter
• Waiting room notices and themed displays
• Leaflets, brochures and informative publications
• Direct letters to patients concerning reviews or immunisation programmes
• Patient surveys and questionnaires
We do appreciate it if you are able to respond promptly to direct letters. This
assists us in planning the delivery of services to our patients.
If you have a constructive comment, suggestion or idea please write to the practice
business manager or email the practice
business manager: Nick.firstname.lastname@example.org