Data Protection

We hold patient details on computer and are registered under the Data Protection Act.

We respect your right to privacy and keep all your health information confidential and secure.

It is important that the NHS keeps accurate and up-to-date records about your health and treatment so that those treating you can give you the best possible advice and care.

Your information is only available to those involved in your care.

You should never be asked for personal medical information by anyone not involved in your care.

You have a right to know what information we hold about you. If you would like to see your records, please write to our Practice Manager.

WHAT YOU SHOULD REASONABLY EXPECT FROM OUR PRACTICE

• You will be treated as a partner in the care and attention you receive. Being a partner means that we have responsibilities to each other. Help us to help you.
• You will be treated as an individual and will be given courtesy and respect at all times, irrespective of your ethnic origin, religious belief, personal attributes or the nature of your health problems.
• Staff will maintain your right to privacy and not discuss your illness with other staff or doctors within hearing distance of other people.
• When hospital reports and results become available you have a right to a full explanation of your illness or any tests carried out.
• Staff will identify themselves and their role within the practice on request.  
• We will try to ensure that you are seen within a reasonable time. Where this is not possible you will receive an explanation for the delay on request, if we have not already informed you.
• If you need a repeat prescription, one will be provided within 24 hours of your request excluding Bank Holidays and week-ends.
• On request you will be offered an appointment to see a doctor in the practice within two working days (if you ask for a named doctor it may take longer.)
• If you request a home visit or out of hours house call the doctor or his qualified deputy will make the decision whether to give advice over the telephone or visit. Lack of transport in itself is not a reason for a home visit.
• If you have any complaints or concerns relating to the practice, its staff or the services offered please contact the Doctors or Practice Manager who will provide a timely response to them.

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WHAT YOUR DOCTOR AND THE PRACTICE STAFF SHOULD REASONABLY EXPECT FROM YOU  

• We ask that you treat the doctors and the practice staff with the same courtesy and respect at all times.
• The doctors have instructed the receptionists to ask certain questions so that they may deal with your request in accordance with the doctors’ practice policy.
• You must tell us if there is anything you do do not understand.
• Please follow the doctor's advice and take the full course of any medicine which may be prescribed.
• Please let us know if you change any of your personal details or your address
• If you cannot keep an appointment please let us know as soon as possible – this may enable someone else to be seen.
• Please try to arrive on time. If we are running late please do not blame the receptionist. Repeated failure to attend appointments with no explanation may result in removal from the practice list.
• Please order repeat prescriptions in advance.
• Do not expect a prescription every time you see the doctor – they are often not necessary.
• You are advised to accept any invitations for health screening issued by the practice
• Before requesting a home visit, think seriously whether it is necessary. When requesting a visit please contact the surgery by 11.00am unless a genuine emergency arises later.
• Out of hours visits should only be requested in an emergency, not for minor illness which can wait until the next morning.
• Please avoid calling the practice during the peak morning period for non-urgent matters.
• Please read the practice leaflet. This will help you to get the best out of the service we offer.
• Children must be supervised by a responsible adult whilst on the surgery premises. They may NOT be left in the Waiting Room unsupervised.

Complaints

We offer a Practice Complaints Procedure to deal with comments, suggestions and complaints about the services we provide. Our Practice Manager will give you further information. Our aim is to give you the highest possible standard of service and we try to deal swiftly with any problems that may occur.

We are committed to maintaining good communications and providing a high standard of care to our patients. Helpful suggestions are always welcomed and a suggestions box is provided in the waiting room for this purpose.

If you feel any complaint has not dealt with the issues you have raised as you would wish, you can write to the Complaints Manager at Mid Essex Primary Care Trust

The Care Trust also operates a Patient Advice and Liaison Serivce (PALS) which can often help resolve any problems before they become formal complaints. To speak to a PALS officer, ring 01376 331549.