Southborough Lane Surgery

PRACTICE CHARTER

Practice Standards

We are committed to provide you with the best possible care. You will receive the most appropriate care, given by suitably qualified people. No care or treatment will be given without your informed consent. In the interest of your health it is important for you to understand all the information given to you. Please ask questions if you are unsure of anything.

In order to provide an efficient service we will ask you to:

• Make a separate appointment for each person wishing to see the doctor.

• Telephone to cancel your appointment if you cannot attend.

• Notify us of any change of name, address or telephone number.

• Keep telephone conversations brief so urgent calls can reach us.

• Request urgent appointments only in cases of genuine medical need.

• Be mindful of the rules we have laid down - they will aid the smooth running of the surgery.

• Be patient and polite, remembering the staff work under considerable pressure.

Comments, Suggestions & Complaints

We are happy to accept and consider comments and suggestions from our patients. Please address these to the Practice Manager or use the prescription box on the front door. We have a complaints procedure to address any problems or complaints you may have regarding the service you have received. Please contact the Practice Manager who will explain the procedure to you and discuss your problem in confidence.

Access To And Disclosure Of Patient Information

Your medical records are confidential. You do have the right to access them in accordance with the 'Access to Records Act 1990'. Please request the appropriate application form from reception. If you require your records to be made available to a third party, your signed consent is required. We will not disclose your information to third parties without your permission unless there are exceptional circumstances such as when the health and safety of others is at risk or where the law requires information to be passed on. The only exceptions are the provision of information when making a referral to another doctor or healthcare professional.

NHS Southeast London

This authority can provide details of primary medical services available in this area on 020 3049 4444. Its subordinate Patient Advice and Liaison Service can be contacted by telephone on 0800 389 5118.

Violent or Abusive Patients

All members of the practice have a right to carry out their work without threat of violence or abuse. Like the rest of the NHS we operate 'zero tolerance' and will remove from the list any patient who is physically or verbally abusive or threatening towards any member of staff or other patients. We treat our patients with respect. We expect the same treatment.

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. This scheme is available from reception.