We provide a confidential service to all our patients, including under 16s.
All information held by this practice is strictly confidential: from the most sensitive diagnosis, to the fact of having visited the surgery or being registered at the practice. Reception staff have particular problems when faced with members of the public who want information about family members or friends. This means that you can tell others about a visit to the surgery, but we won’t. The only reason we might have to consider passing on confidential information without your permission, would be to protect you or someone else from very serious harm. We would always try to discuss this with you first.
If you have any worries about confidentiality please feel free to ask a member of staff.
Violent or Abusive Behaviour - Zero Tolerance Statement
Our staff come to work to care for others, and it is important for all members of the public and our staff to be treated with respect.
We aim to treat our patients courteously at all times and expect our patients to treat our staff in a similarly respectful way. We take seriously any threatening, abusive or violent behaviour against any of our staff or patients.
If a patient is violent or abusive, they will be asked to stop. If they persist, we may exercise our right to take action to have them removed, immediately if necessary, from our list of patients.
In line with the rest of the NHS, and to ensure this is fully observed we have a Zero Tolerance policy, whereby aggressive or violent behaviour towards our staff will not be tolerated under any circumstances.
Anyone giving verbal abuse to members of staff will be sent a letter from the Practice stating that this behaviour will not be tolerated and may result in removal from the Practice Patient list. There will be no appeal process.
Any incident of threatening, abusive or violent behaviour may be reported to the local Police Service as part of the Zero Tolerance campaign.
We hope that you will understand an welcome this policy which is in place for the best interests of our hard working staff as all the patients that we serve.
Failure to attend for appointments
Due to an increase in the number of wasted appointments through patients failing to attend without informing the surgary it has become necessary to implement the following policy:
If you fail to attend for 3 consecutive appointments you will be sent a warning letter. if you continue in failing to attend you may be removed from the practice list and have to find an alternative doctor.
If you cannot attend for your appointments for any reason please let us know as soon as possible, we can then offer the appointment to someone else.
Thank you for your cooperation.
Rights and Responsibilities
The care of your health is a partnership between yourself and the Primary Health Care Team. The success of the partnership depends on an understanding of each others needs and co-operation between us.
Our responsibility to you:
- You will be greeted courteously.
- You have right to confidentiality.
- We will respect our patients’ privacy and confidentiality at all times.
- You have a right to see your medical records subject to limitations of the law.
- You will receive attention the same day if your problem is urgent.
- You will be seen by your preferred doctor whenever possible.
- You will be informed if there will be a delay for your appointment.
- You will be referred to a consultant when your doctor thinks it necessary.
- You will be given the result of any test as it becomes available.
- Your repeat prescription will be ready for collection within 48 hours (2 working days) of your request.
- Your suggestions and comments about the services offered will be considered sympathetically and any complaint dealt with quickly.
Your responsibility to us:
- Please treat our staff in courteous manner, they are here to help and remember they are working under doctors’ orders.
- Violent or abusive behaviour will not be tolerated and could lead to you being removed from the practice list.
- Do not ask for information about anyone other than yourself.
- Tell us of any change of name or address so that records are accurate. If you are waiting to be seen at the hospital please let them know too.
- Only request an urgent appointment if appropriate.
- Home visits should only be requested if you are really too ill to attend surgery, and night visits should be for emergencies only.
- Please cancel your appointment if you are unable to attend. Someone else could use your appointment.
- Please be punctual, but be prepared to wait if your own consultation is delayed by unexpected circumstances.
- Please allow sufficient time for your consultant’s letter or the result of any tests to reach us.
- Use the tear off slip to order your repeat prescriptions whenever possible.
- Please attend for review when asked, before your next prescription is due.
- Do let us know whenever you feel we have not met our responsibility to you. We would, of course, be pleased to hear when you feel praise is due as well.
How Belmont Medical Centre implements the NHS Constitution
· Provides a comprehensive service, available to all irrespective of age, disability, gender reassignment, race, religion or belief, sex or sexual orientation and has a duty to respect their human rights.
· Promotes equality through the service, providing and to paying particular attention to groups or sections of society where improvements in health and life expectancy are not keeping pace with the rest of the population.
· Provides access to services based on clinical need, not on an individual’s ability to pay.
· Aspires to the highest standards of excellence and professionalism, providing safe and effective high-quality care focused on patient experience.
· Ensures that it is effectively lead and managed and its staff receive relevant education, training and development.
· Its services reflect the needs and preferences of patients, their families and carers who will be involved in and consulted on all decisions about their care and treatment.
· Ensures that it works across organisational boundaries and in partnership with other organisations in the interest of patients, local communities and the wider population.
· Is accountable to the public, communities and patients that it serves.
· Supports staff when they raise concerns about the service by ensuring their concerns are fully investigated and that there is someone independent, outside of their team, to speak to.
Patients have the right:
· To receive NHS services free of charge, apart from certain limited exceptions sanctioned by Parliament.
· To access NHS services and not be refused access on unreasonable grounds.
· To expect the Practice to assess the health requirements of the local community and to commission and put in place the services to meet those needs as considered necessary.
· In certain circumstances to go to other European Economic Area countries or Switzerland for treatment which would be available through the NHS.
· Not to be unlawfully discriminated against in the provision of NHS services including on grounds of gender, race, religion or belief, sexual orientation, disability (including learning disability or mental illness) or age.
· To access services within maximum waiting times, or to be offered a range of alternative providers if this is not possible.
· To be treated with a professional standard of care, by appropriately qualified and experienced staff, in a properly approved or registered organisation that meets required levels of safety and quality.
· To be treated with dignity and respect, in accordance with their human rights.
· To accept or refuse treatment that is offered, and not to be given any physical examination or treatment unless valid consent has been given.
· To be given information about their proposed treatment in advance, including any significant risks and any alternative treatments which may be available, and the risks involved in doing nothing.
· To privacy and confidentiality and to expect the Practice to keep their confidential information safe and secure.
· To access to their own health records.
· To choose their GP practice, and to be accepted by that Practice unless there are reasonable grounds to refuse, in which case they will be informed of those reasons.
· To express a preference for using a particular doctor within their GP Practice.
· To make choices about their NHS care and to information to support these choices.
· To be involved in discussions and decisions about their healthcare, and to be given information to enable them to do this.
· To be involved, directly or through representatives, in the planning of healthcare services, the development and consideration of proposals for changes in the way those services are provided, and in decisions to be made affecting the operation of those services.
· To have any complaint you make about NHS services dealt with efficiently, to have it properly investigated, know the outcome and escalate the complaint to the independent Health Service Ombudsman.
· To make a claim for judicial review if they think they have been directly affected by an unlawful act or decision of an NHS body.
· To compensation where they have been harmed by negligent treatment.
· To make a significant contribution to their own, and their family’s, good health and well-being, and take some personal responsibility for it.
· To treat NHS staff and other patients with respect and recognise that causing a nuisance or disturbance on NHS premises could result in prosecution.
· To provide accurate information about their health, condition and status.
· To keep appointments, or cancel within reasonable time.
· To follow the course of treatment which they have agreed, and talk to their clinician if they find this difficult.
· To participate in important public health programmes such as vaccination.
· To ensure that those closest to them are aware of their wishes about organ donation.
· To give feedback – both positive and negative – about the treatment and care they have received, including any adverse reactions they may have had.
Practice Staff Rights
Practice Staff have the right:
· To a good working environment with flexible working opportunities, consistent with the needs of patients and with the way that people live their lives;
· To have a fair pay and contract framework;
· To be involved and represented in the workplace;
· To have healthy and safe working conditions and an environment free from harassment, bullying or violence;
· To be treated fairly, equally and free from discrimination; and
· To raise an internal grievance and if necessary seek redress, where it is felt that a right has not been upheld;
· To raise any concern with their employer, whether it is about safety, malpractice or other risk, in the public interest, without suffering any detriment.
NHS Pledge to Staff Members
The NHS Commits:
· To provide all staff with clear roles and responsibilities and rewarding jobs for teams and individuals that make a difference to patients, their families and carers and communities;
· To provide all staff with personal development, access to appropriate training for their jobs and line management support to succeed;
· To provide support and opportunities for staff to maintain their health, well-being and safety;
· To engage staff in decisions that affect them and the services they provide, individually, through representative organisations and through local partnership working arrangements. All staff will be empowered to put forward ways to deliver better and safer services for patients and their families;
· To support all staff in raising concerns at the earliest reasonable opportunity about safety, malpractice or wrongdoing at work, responding to and, where necessary, investigating the concerns raised and acting consistently with the Public Interest Disclosure Act 1998.
Practice Staff Responsibilities
Practice Staff have the duty:
· To accept professional accountability and maintain the standards of professional practice as set by the appropriate regulatory body applicable to their profession or role.
· To take reasonable care of health and safety at work for themselves, their team and others, and to co-operate with employers to ensure compliance with health and safety requirements.
· To act in accordance with the express and implied terms of their contract of employment.
· Not to discriminate against patients or staff and to adhere to equal opportunities and equality and human rights legislation.
· To protect the confidentiality of personal information that they hold unless to do so would put anyone at risk of significant harm.
· To be honest and truthful in applying for a job and in carrying out that job.
· To play their part in ensuring the success of the NHS and delivering high-quality care by:
Ø Maintaining the highest standards of care and service, taking responsibility not only for the care they personally provide, but also for their wider contribution to the aims of their team and the NHS as a whole;
Ø Taking up training and development opportunities provided over and above those legally required of their particular post;
Ø Actively taking part in sustainably improving services by working in partnership with patients, the public and communities;
Ø Raising any genuine concern they may have about a risk, malpractice or wrongdoing at work (such as a risk to patient safety, fraud or breaches of patient confidentiality), which may affect patients, the public, other staff or the Practice itself, at the earliest reasonable opportunity;
Ø Being open with patients, their families, carers or representatives, including if anything goes wrong; welcoming and listening to feedback and addressing concerns promptly and in a spirit of co-operation. Staff should contribute to a climate where the truth can be heard and the reporting of, and learning from, errors is encouraged;
Ø Viewing the services they provide from the standpoint of a patient, and involve patients, their families and carers in the services they provide, working with them, their communities and other organisations, and making it clear who is responsible for their care.
The NHS Constitution = 8 March 2012: