Practice Charter

At the Glebe Surgery, we strongly believe in personal lists and continuity of care. At registration, patients are placed with a specified GP, and would continue to see that doctor whenever possible.

Glebe Charter

Patient’s rights and responsibilities

As a patient you have the right to: (a) be registered with a named doctor (b) change doctor if desired (but please remember that you may have to see any of the doctors if your need is urgent) (c) receive emergency care (d) receive appropriate drugs and medicines (e) be referred for specialist or second opinion if you and the GP agrees (f) see your medical records or a copy, subject to certain laws (g) know that by law, everyone working for the NHS must keep the contents of your medical records private. With these rights come responsibilities for the public. That means being: (a) courteous to staff at all times (b) as prompt as possible for all appointments (c) responsible for cancelling appointments in adequate time.

Who has access to patient information

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 provide the best possible care. We have a fully computerised medical record system which means information about your healthcare is held on a secure server. You have the right to know what information we hold about you. Please ask the receptionist if you wish to see or obtain a copy of your record. If you are referred to a hospital specialist you are also welcome to request a copy of the referral letter. NHS Connecting for Health is currently developing the National Care Records Service, which will create a Summary Care Record (SCR) for each individual patient (by 2010), to be held centrally. At this pilot stage the record is limited to current medication, known allergies and adverse reactions. Eventually the aim is to enable healthcare staff jointly involved in your care, such as your GP and your hospital consultant, to easily access and share information through this national record. You have the right to withdraw your consent to information being shared. In future you will be able to access your own record online.

Information about SCR Summary Care Record

Policy on violent or abusive patients

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 warned to stop their behaviour. If they persist, we may exercise our right to take action to have them removed, immediately if necessary, from our list of patients.

Change of patient’s personal details

If you change your name, address or contact details (such as your telephone number or email address), please let us know as soon as possible so that we can update our records. If you are receiving treatment at a hospital it might also be a good idea to inform them of any changes so that both our records are consistent when we communicate with them.

When should I see a nurse?

Nurses based at our Practice treat patients for a wide range of common conditions (e.g. minor injuries/illnesses, removing stitches, travel vaccinations, immunisations and so on). Our Practice nurses are also specially trained to run routine clinics for certain conditions, such as diabetes and heart disease. (Each of our nurses specialises in a different area, so you need to book ahead with the most appropriate person). Our Reception staff will be able to advise whether a nurse appointment is appropriate.

Chaperone Policy

Chaperone Information

Glebe Surgery Chaperone Policy

Nursing care at home

We work closely with other healthcare professionals who are part of our Primary Health Care Team working in the community, such as the district nursing team, midwives and health visitors. These services are provided by the West Sussex Primary Care Trust (PCT) and are based locally, you should direct any enquiries to the individual services:

• District Nurses – 01903 258970
• Midwife Triage Number- 01903 285269
• Health Visiting Team – 01273 696011 Ext 4524

If you have an illness or incapacity that means that you need nursing care in your own home, the district nurse, will visit you. Patients who are likely to benefit from this service include the housebound, the elderly, people with a terminal illness, and those who have recently been discharged from hospital. District nurses provide wound care, palliative care, continence advice, health promotion advice and advice on co-ordinating care packages. If you move permanently into a care home locally, the district nurse may be able to continue your care. Your GP may also be able to continue to care for you, or a number of GPs may provide services for the residents of local care homes.

Complaints Procedure

If you are unhappy with any aspect of the services

you have received, please write or ask to speak to

The Complaints Manager, or in her absence Jane Tewsley – Practice Manager who will be happy to discuss any issues with you.

If you remain dissatisfied with the outcome of the

meeting you will be able to direct your complaint to

the Parliamentary Heath Service Ombudsman.

PHSO on 0345 015 4033 or e-mail

phso.enquiries@ombudsman.org.uk

Glebe Surgery Complaint Form

Accessible Information- Communication Needs

If you or your family member have a disability, impairment or sensory loss please advise the practice of the nature of the impairment, and how we can assist your needs or the family members needs when they come into the practice.

Please complete form below and return to the surgery.

Accessibility Information- Communication Needs Form