Patient Rights and Responsibilities

We aim to give our patients the best possible service within the constraint of the resources available to us. In return we ask patients to…

• cancel their appointment if they cannot attend, informing the surgery at the earliest opportunity.
• inform the practice when they change their address or phone number.
• order repeat medication in good time – before it runs out.
• take responsibility for their own health, co-operating with the practice in endeavouring to keep healthy.

We ask that all patients treat the doctors and staff with courtesy and respect-in return patients can expect to be treated in a similar way.

We take seriously any threatening, abusive or violent behaviour against our staff or other patients. If a patient is violent or abusive, they will be warned to stop this behaviour. If they persist we may exercise our right to take action to have them removed, immediately if necessary, from our list of patients.

ACCESS TO MEDICAL RECORDS

Your records will be accessed only by Doctors and staff involved in your care.

Patients may access their own medical records under the provision of Data Protection legislation. Please speak to your Doctor or ask the receptionist.

If a third party needs access to your records (e.g. Insurance Company or Solicitor) your written authorisation is required. A fee is usually payable for third party access.

FREEDOM OF INFORMATION – PUBLICATION SCHEME

Under the Freedom of Information Act 2000, Market Cross Surgery has adopted the NHS Freedom of Information Project Board Model Publication Scheme for General Practices. This publication scheme is a guide to the ‘classes’ of information the practice is required to make available. Details are available from the Practice Manager.

Chaperone Policy

In certain circumstances during an examination of an intimate nature the doctor may ask a nurse to be present. This is protect both the doctor and the patient. If a suitable chaperone is not available an alternative appointment will be offered.

A patient may of course be accompanied by a relative or friend at any appointment or consultation.

Complaints Procedure

We always try to give our patients a good service but there may be times when you feel this has not
happened.

If you have comments or concerns, in the first instance please let our Practice Manager know.We should like the opportunity to look into the concerns and if necessary put right the problems you have identified or mistakes that may have been made. (Local Resolution)

The practice based complaints procedure is not able to deal with issues of legal liability or compensation.
If you feel the practice has not dealt with the issues as you would wish, you can write to the Complaints
Manager at Lincolnshire PCT.

USEFUL CONTACTS:

PCT:
Lincolnshire PCT, Orchard House,
South Rauceby, Sleaford NG34 8PP
Tel: 01529 416000

PALS
Lincolnshire Patient Advice and Liaison Services
(PALS) can often help resolve any problems before
they become formal complaints.
Tel: 0845 602 4384

ICAS
East Midlands Independent Complaints
Advocacy Service.
Tel: 0845 650 0088