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PRACTICE COMMITMENT
We aim to provide comprehensive primary health care to a high standard for the people of Shepperton.
We Will:
Offer you an appointment on the day if your problem is urgent.
Respond immediately to an emergency.
Provide medical cover 24 hours a day every day.
Provide authorised repeat prescriptions in two working days following a written request on Monday to Friday.
To Help Us To Help You, We Ask That You:
Inform us of any good or bad aspects of our service
Come to the surgery if at all possible, rather than request a home visit.
Take advantage of our preventative services.
Use our out-of-hours service for emergencies only.
Give us advance warning if you will be unable to attend your appointment or will be late.
Equal Opportunities for Patients
The Practice:
• Will ensure that all visitors are treated with dignity and respect.
• Will promote equality of opportunity between men and women.
• Will not tolerate any discrimination against, or harassment of, any visitor for reason of age, sex, marital status, pregnancy, race, ethnicity, disability, sexual orientation, religion or belief.
• Will provide the same services and treatment to any visitor irrespective of age, sex, marital status, pregnancy, race, ethnicity, disability, sexual orientation, religion or belief.
SUGGESTIONS AND COMPLAINTS
We welcome suggestions about how we can improve our medical service to you. We offer a practice complaints procedure to deal with suggestions and complaints which meets national criteria. Please contact the practice manager Jean Wright by letter, telephone or in person. Your complaint will be investigated, dealt with quickly and you will be informed of the findings.
PATIENT CONFIDENTIALITY
We ask you for personal information so that you can receive appropriate care and treatment. This information is recorded on computer and we are registered under the Data Protection Act. The practice will ensure that patient confidentiality is maintained at all times by all members of the practice team. However, for the effective functioning of a multi-disciplinary team it is sometimes necessary that medical information about you is shared between members of the team. Prescriptions and some of the consultation records are run purely on computer. This enables us to analyse various aspects of health care and to produce an annual practice report.
We will usually only release medical information about you provided we have your written consent. However, when we agree to refer you to a specialist we will not ask you to sign a consent form before we send the referral.
When we do not have your written consent the staff in the practice will observe the following rules in order to protect the confidentiality of your medical records:
• We will not release any information which could be linked to you unless it is absolutely
necessary.
• Information that could be linked to you will be restricted to people who need the information
in order to help you.
• If we are required to we will justify the reason for the transfer of information.
• In order to maintain patient confidentiality anyone who receives information concerning you
will be required to follow the above principles.
Access to Medical Records
The practice has a system to allow patients to access their medical records in accordance with current legislation. If you wish to access your medical records, please make a request in writing to your doctor.
Computers
The practice is computerised and certain details of your medical records are kept on computer. These are strictly confidential and the practice is registered under the Data Protection Act.
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