Practice Charter

WHAT WE EXPECT FROM OUR PATIENTS
To assist us to give you the best health care possible and ensure that our practice runs smoothly, please comply with the following guidelines:

• Please treat all practice staff with courtesy and respect
• Only ask for appointments on the same day if your problem is urgent
• Please treat our premises and equipment with respect
• Please let us know as soon as you change any of the following:
- Name
- Address
- Telephone number
• Let us know as soon as possible if you are unable to keep your appointment
• Telephone after 12 noon if enquiring about test results or routine matters
• Park cars appropriately in the designated spaces in the car park
• When the car park is full please find parking elsewhere - access is required at all times for ambulances

HOSPITAL REFERRALS AND CONSULTANT APPOINTMENTS
The practice uses 'Choose and Book' for hospital referrals. This means that patients referred by a GP are able to choose, in most instances, a convenient place, date and time for their initial hospital appointment. For further information log on to www.chooseandbook.nhs.uk . In order to assist, there is a freephone telephone number that you can ring to enquire about any referral made to University Hospitals (Coventry and Warwick, Walsgrave and Rugby St. Cross). The telephone number is 0800 252060. The line is open from 8.00am to 8.00pm Monday to Friday and from 8.00am to 4.00pm on Saturday. Please have your hospital number to hand when ringing.

MEDICAL RECORDS/CONFIDENTIALITY
If you are newly registered with us, your medical records will automatically be forwarded from your previous practice.

Your doctor and other health professionals caring for you keep records about your health and any treatment and care you receive from the National Health Service. These help to ensure that you receive the best possible care from us. Records may be written down or held on computer (see link to NHS Care Records Services below).

Your medical records are accessible to GPs and other members of the primary health care team. These are the practice nurses, district nurses, the health visitor and the community midwife. Receptionists may need to access your notes on occasion to retrieve information. Occasionally someone from outside the practice may need to access patient records for purposes such as audit. These people are all required to sign a confidentiality agreement.

It is sometimes necessary to pass on information to the Health Authority about treatment you have received here such as vaccination and minor operations.

Medical details may be used in clinical audit. However, the information used is made anonymous. Medical audit is a method by which we measure the standard of care we are giving and maintain standards.

We never share information with non-NHS bodies (such as insurance companies) without written permission from the patient concerned.

Unless there are exceptional circumstances, information about a patient will never be faxed but always posted.

This practice communicates with patients in various ways depending upon the urgency of the information. Most communications contain non-sensitive information and such data is conveyed by asking the patient to contact the practice. Patients should be aware that letters sent in the post display a return address thereby identifying the source of the communication.

NHS Care Records Service

ACCESSING AND AMENDING YOUR MEDICAL RECORDS
It is possible to view your records. There is a fee payable for viewing records written before November 1991 or if it is more than 40 days after they were written. In exceptional circumstances you may be able to amend an entry in your record. NB: records can only be viewed in the presence of a GP.

COMMENTS, SUGGESTIONS AND COMPLAINTS
There is a suggestions box in the waiting area for suggestions, ideas or comments. We always try to provide the best service possible but there may be times when you feel this is not the case. Wherever possible you should try to speak to someone as soon as the event occurs. This may be your doctor, the receptionist or the practice manager. In many cases it should be possible to sort out the problem straight away.

You do not have to write down your complaint. You can just speak to or telephone a member of staff. If you do make a written complaint it will not be filed in your records. Written complaints should be addressed to the doctor or practice manager. Please note and respect our duty of confidentiality to patients. A patient's consent will be necessary if the complaint is not made by the patient in person. Complaints are logged, given a unique reference number and an investigation is carried out. We aim to respond to complaints within 10 working days. An appointment to discuss the details of your complaint may be offered to you; a friend or relative may accompany you to the appointment. We will endeavour to address your concerns, provide you with an explanation and discuss any action that may be needed. A complaint brochure is available on request.

We are not able to deal with questions of legal liability or compensation. This procedure does not affect your right to complain to the Primary Care Trust on 024 7624 6125. You also have the right to complain to the Independent Complaints Advocacy Service (ICAS) on 0845 120 3748.

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.

PRIMARY CARE TRUST
This practice is part of the Coventry Teaching Primary Care Trust.
Contact details are:
Coventry Teaching Primary Care Trust
Christchurch House
Greyfriars Lane
Coventry CV1 2GQ
Telephone: 024 7655 2225

PALS
Whether as a patient, relative or carer, sometimes you may need to turn to someone for help, advice or support. The Patient Advice and Liaison Service act independently when handling concerns regarding hospital care or treatment at your doctor's practice. They sort out problems quickly and can guide you through the different NHS services available. They can also refer you and your family to specific local or national-based support agencies where appropriate. The telephone number is 024 7624 6002.

VIOLENCE AND ABUSE
This practice operates a ‘zero tolerance’ policy towards any patient who is violent or abusive towards any member of staff. Any patient involved in acts of violence or aggression towards staff, premises or equipment will be removed from the practice list and reported to the police.

PATIENT PANEL
This practice has an active patient panel that meets three to four times per year. The valuable role of the patient panel is to seek ways to improve the services given by the practice. There are up to 12 members on the panel who consist of patients of this practice of various ages and backgrounds. If you wish to be considered for the panel please contact the practice manager.

WAITING AREA
The practice provides seating of various heights to accommodate the requirements of patients. Should you find a seat to be too high then please find an alternative low seat within the waiting area.

An air-conditioning system provides a more comfortable environment for patients.