Practice Charter

Rights And Responsibilities Of Patients

Every patient who makes an appointment should be aware that it is their responsibility to turn up for that appointment or to telephone the surgery to cancel if they are unable to attend. This appointment can then be offered to another patient. A wasted appointment is both inconvenient and annoying to the GP, and could be important to another person.
Please also read posters displayed in reception: 'Patient Responsibilities' and 'Your Charter for Health'.

Confidentiality

Everyone working in the NHS has a legal duty to keep information about you confidential. The practice is a data controller under the Data Protection Act 1998 and is registered with the Protection Commissioner who ensures that information is kept legally and fairly. Information about you may need to be shared with other people, eg registration details with the Business Service Centre in Swansea or Cardiff. In some instances the law requires us to pass on information eg to notify a birth. All persons receiving information from us will also have a legal responsibility to keep your information confidential.

Access

Access to patient details is governed by the Data Protection Act, a copy of which is available at the reception desk in the surgery.

Access & Compliments

We like to receive compliments but we also want to know if we can improve our services to you, so please let us know.
Ashfield Surgery's complaints procedure adheres to the NHS Wales Guidelines, a copy of which is available in reception. We aim to acknowledge written complaints within two working days of receipt and resolve the matter within 10 working days.

Rights And Responsibilities Of Patients

Every patient who makes an appointment should be aware that it is their responsibility to turn up for that appointment or to telephone the surgery to cancel if they are unable to attend. This appointment can then be offered to another patient. A wasted appointment is both inconvenient and annoying to the GP, and could be important to another person.
Please also read the posters displayed in reception: 'Patient Responsibilities' and 'Your Charter for Health'.

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. This scheme is available from reception.

Guide to Information provided by GPs under the model publication scheme

Under the Freedom of Information Act 2000 all public authorities are required to have and operate a publication scheme approved by the Information Commissioner. Doctors providing medical services under most contracts with the NHS in England, Wales and Northern Ireland are public authorities in respect of information relating to those services.

It is the intention of the Information Commissioner that all public authorities should adopt and operate the one model scheme that has been approved. This is a very general scheme based on the principal that all public authorities need to recognize the public interest in the transparency of the services provided for and paid for by the general public. It is a commitment to make information easily available to the public.

Note: The scheme is only for information held as a public authority and does not include any information that is not held, is held for other purposes or would be exempt from release.

The scheme requires three documents to be considered:

The model scheme itself; our guidance on adopting and operating the scheme; and, a guide provided by the public authority indicating what information will be provided, how it will be provided and whether any charge will be made for its provision.

To assist medical practitioners who are public authorities we have produced the outline of a guide for their use. They should consider expanding elements of it to provide greater explanation and additional information where this can be done. For example if there are specific plans for the provision of NHS services these could be detailed. It is not necessary to submit the guide completed by the practice for approval.

We recognize that it is unlikely that GPs are going to have registers available for public inspection and while this remains the case “None Held” can be entered in this section. Under policies and procedures we have listed the policies we would expect practices to have. Again if this is not the case, “Not held” can entered in the relevant part. Any additional policies should also be listed.

Fees should be requested only where this is done in accordance our guidance.

Information available from (Insert name of person (or practice) providing medical services under contract to the NHS) under the Freedom of Information Act model publication scheme

Information covered by this scheme is only about the primary, general or personal medical services we provide under contract to the National Health Service.

Violent Or Abusive Patients

No member of staff should be the subject of verbal or physical abuse of any kind. This surgery operates a policy of Zero Tolerance. Any patient displaying verbal or physical abuse towards any member of staff will be asked to register at another surgery.