Practice Charter

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.

ZERO TOLERANCE

We strongly support the NHS policy on zero tolerance. Anyone attending the surgery who abuses the GPs, staff or other patients be it verbally, physically or in any threatening manner whatsoever, will risk removal from the practice list. In extreme cases we may summon the police to remove offenders from the practice premise

PRIMARY CARE TRUST

This practice is part of the East and North Hertfordshire Primary Care Trust (PCT) who can be contacted at:

East and North Herts PCT
Charter House
Parkway
Welwyn Garden City
Herts AL8 6JL

Tel: 01707 390855
website: www.enherts-pct.nhs.uk

SUGGESTIONS AND COMPLAINTS

We welcome suggestions for improving our services. There is a 'suggestions box' in the reception area for this use and we would be happy to hear from you.

The practice operates within the standard NHS complaints system and should you wish to make a complaint then the practice manager will be more than pleased to discuss the issue with you. However, if you feel that you require further advice or that your complaint needs to be referred to a higher level, please contact the PCT (details above).

If you need help in making a complaint, PALS (Patient Advice & Liaison Service) will provide you with free advice and support.

For further information, leaflets are available at reception.

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.

ACCESS TO MEDICAL RECORDS

In accordance with the Data Protection Act 1998, patients have right of access to their health records subject to the limitations of the law provided:

• Application is made in writing (form available from reception)
• A fee is paid
- Access only - £10.00
- Access and copies - £10.00 up to £50.00 (dependent upon work involved).