Confidentiality

The NHS asks you for information about yourself so that you can receive proper care and treatment. This information is kept together with details of your care because it may be needed if you are seen again.

The NHS may use some of this information for other reasons for example:

• To help improve the health of the public generally
• To ensure that the NHS runs efficiently
• To plan for the future
• To train NHS staff
• To carry out medical and other health research for the benefit of everyone.

Suggestions & Complaints

Heene Road Practice aims to give a friendly and professional service to all our patients. However, if you have any concerns about any aspect of our service, please let us know. Speak to whomever you feel most comfortable – your GP, our practice manager or our reception staff will be happy to help.

In the majority of cases, concerns can be resolved quite easily. However, if you feel we have not dealt with the issues you have raised as you would wish, you can write to the Complaints Manager at the PCT address as above.

There is also a Patient Advice and Liaison Service (PALS) which can often help resolve any problems before they become formal complaints. Telephone: 01903 – 505456.

YOUR RIGHTS AND OUR RESPONSIBILITIES

Patients have the right to:

• Be seen by the GP within 48 hours and a healthcare professional within 24 hours (Monday-Friday)
• Be offered a health check on joining the practice 
• Receive emergency care at any time 
• You will be seen on the same day if your problem is urgent
• Receive appropriate drugs and medicines 
• Be referred to a specialist consultant if your GP thinks it necessary
•  You will be given the result of any test or investigation on request or at your next appointment.
• Have the right to view their medical records subject to the limitations of the law. 
• Your repeat prescription will be ready for collection within 48 hours of your request.
• Have a right to confidentiality.
• Your suggestions and comments about the services offered will be considered sympathetically and any complaint dealt with quickly.

PATIENT’S RESPONSIBILITIES 

• Be courteous to staff at all times – we are just doing our job. (Violent and abusive behaviour will not be tolerated and may result in the patient’s removal from the Practice list)
• Please be punctual, but be prepared to wait if your own consultation is delayed by an unexpected emergency
• Please give adequate notice to cancel an appointment. Someone else could need the appointment
• Remember that an appointment is for one person only.
• Please only request a home visit if you are too ill to come to the surgery.
• Patients should give 2 working days notice for repeat prescriptions to allow for accurate prescribing. 
• To 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, also be pleased to hear when you feel praise is due.