Patients Rights and Responsibilities
You have a right to expect a high standard of medical care from our practice and we will try at all times to provide the very best care possible within the resources available. In order to assist us in this we require that you take full responsibility for ensuring that you do not abuse the service. For example, it is your responsibility to ensure that you keep medical appointments and follow the medical advice given. Very occasionally a practice/patient relationship breaks down completely. In this situation the patient may choose to register with a different practice. The practice also has the right to remove that patient from their list. This would generally only follow a warning that had failed to remedy the situation and we would normally give the patient a specific reason for the removal.
Access to patient information
Confidential patient data will be shared within the health care team at the practice and with other health care professionals to whom a patient is referred. Those individuals have a professional and contractual duty of confidentiality. Confidential and identifiable information relating to patients will not be disclosed to other individuals without their specific consent, unless it is a matter of life and death or there is a serious risk to the health and safety of patients or it is overwhelmingly in the public interest to do so. In these circumstances the minimum identifiable information that is essential to serve a legal purpose may be revealed to another individual who has a legal requirement to access the data for the given purpose. That individual will also have a professional and/or contractual duty of confidentiality. Data will otherwise be anonymised if possible before disclosure if this would serve the purpose for which data is required.
Safety and Security
Please note that you are responsible for your own belongings while on the premises as well as your own and your children's safety. Please inform us if you notice any potentially dangerous situations. We would also appreciate it if children are kept from playing or interfering with surgery furnishings and equipment - i.e. stair lift, weighing scales, blinds, cupboard doors etc.
Violent patients / Zero tolerance
The NHS operates a Zero Tolerance Policy with regard to violence and abuse and the practice has the right to remove violent patients from their list with immediate effect in order to safeguard practice staff, patients and other persons. Violence in this context includes actual or threatened physical violence or verbal abuse which leads to fear for a person's safety. In this situation we are obliged to notify the patient in writing of their removal from the list and record in the patient's medical records the fact of the removal and circumstances leading to it. The Health Authority is then responsible for providing further medical care for such patients.
It is our aim to offer you the highest standard of clinical care with a personal touch. We are committed to providing a preventive healthcare approach in line with current healthcare policy.
Removal of Patients from the Practice List
The practice does not discriminate against patients on the grounds of age, sex, sexual orientation, race, colour, and religious belief. A good patient doctor relationship, based on mutual respect and trust is the cornerstone of good patient care. The removal of a patient from the practice list will continue to be an exceptional and rare event and a last resort in an impaired patient-practice relationship. When trust has irretrievably broken down, it is in the mutual interest of both the patient and the surgery that the patient should find a more suitable practice that will suit their needs.
There is public concern that patients may be removed from the practice list simply for making a complaint. This is not true, the practice believes that any complaint made in a reasonable and constructive manner, can help the practice to improve services to patients. On the rare occasion that a patient is perceived to be behaving inappropriately, the practice may adopt the in-house complaints procedure to discuss any such instances and decide the best course of action. This will give the patient an early notification of a possible problem in their relationship with their doctor along with an opportunity to discuss ways of preventing further difficulties.
The practice believes, however, that complaints that take the form of a scurrilous personal attack on members of the practice or contain allegations which are clearly unfounded, indicate a serious breakdown in the patient-doctor relationship. It is the breakdown of the relationship, rather than a complaint per se which will form the basis of any decision to remove a patient from the list; it may then be in the patient's best interest to seek care at another practice.
The removal of patients from the practice list policy, is available from our Practice Manager on request.
Disabled patients are welcomed. The practice has a stair lift to the first floor. Arrangements can also be made for disabled patients to be seen in the consulting room or treatment room on the ground floor.
Equality and Diversity Policy
This policy applies to the GP partners and practice staff at Lonsdale Medical Centre as well as a to the general public, including all patients and their families, visitors and contractors.
The term ‘visitor’ used below refers to anyone making use of the Practice’s premises and services.
· will ensure that all visitors are treated with dignity and respect
· will promote equality of opportunity between men and women
· will not tolerate any discrimination against, or harassment of, any visitor for reason of age, sex, marital status, pregnancy, race, ethnicity, disability, sexual orientation, religion or belief
· will provide the same treatment and services (including the ability to register with the Practice) to any visitor irrespective of age, sex, marital status, pregnancy, race, ethnicity, disability, sexual orientation, religion or belief; this includes homeless people, refugees and asylum seekers
Discrimination by the Practice against you
If you feel discriminated against:
- You should bring the matter to the attention of the Patient Services Manager
- The Patient Services Manager will investigate the matter thoroughly and confidentially within 5 working days.
- The Patient Services Manager will establish the facts, and decide whether discrimination has taken place and advise you of the outcome of the investigation within 10 working days.
If you are not satisfied with the outcome, you should raise a formal complaint through the Practice’s Complaints Procedure (please ask for a copy of our leaflet at reception).
Discrimination against the Practice’s staff
The Practice will not tolerate any form of discrimination or harassment of our staff by any visitor. Any visitor who expresses any form of discrimination against, or harassment of, any member of our staff, will be required to leave the Practice’s premises forthwith. If the visitor is a patient, he/she may be removed from the Practice’s list if any such behaviour occurs on more than one occasion.
Communicating with our patients
We want to get better at communicating with our patients.
We want to make sure you can read and understnad the information we send you.
If you find it hard to read our letters or if you need someone to support you at appointments, please let us know.
* we want to know if you need information in braille, large print or easy read.
* we want to know if you need an interpreter or help with British Sign Languange
* we want to know if we can support you to lip-read or use a hearing aid or communication tool.
Please tell the receptionist if you need information in a different format or communication support.
Contact details for NHS West Kent Clinical Commissioning Group (CCG)
Further details of primary medical services in this area may be obtained from them at the following addresses:
West Kent CCG
Medway Wharf Road
Tel: 01732 375200
Freedom of Information leaflet
This practice follows the NHS complaints procedure when dealing with complaints. A copy of our practice complaints procedure is available at reception. You may also comment on the service directly to the Patient Services Manager, who will follow up any concerns appropriately.
Listening Responding Improving
A brief guide on how to voice your appreciation, complaints or concerns
All GP practices are required to declare the mean earnings (eg average pay) for GPs working to deliver NHS services to patients at each practice.
Our Quality Assurance Policy is based on a consistent Statement of Principles outlined below so that we are able to provide high standard and consistent quality of medical care to all our patients.
All treatment offered and provided will be clinically justified, appropriate and carried out with proper regard to the dignity and autonomy of our patients.
As part of our quality assurance policy we ensure that Patients’ views are listened to:
- We care about how patients feel and think about the practice, and encourage them to let us know how we are doing by using various forms of feedback – Friends and Family forms, NHS Choices and our practice website as well as listening and acting upon views and opinions which are discussed with any member of staff.
- We listen to our Patient Participation Group who are there to represent our local population.
- We deal promptly with patient complaints using our complaints procedure, and we openly discuss and learn from any shortcomings in the service we provide.
- Positive feedback is also discussed within practice meetings so that we can continue doing what we do right. We ensure that patients are aware of their options and costs:
- We will always take into account the patient’s wishes in regard to proposing treatment. We will explain options (where appropriate) and costs (if appropriate for private work outside the GMC contract) so that the patient can make an informed choice. We will always explain what we are doing.
We regularly review practice policies, training is encouraged and is regarded as an on-going process.
All staff adhere to the practice confidentiality policy.
All staff are trained in infection control.
All staff participate in health and safety training.
We carry out regular inspections of the premises and equipment used.
Members of staff are aware of their responsibilities towards maintaining their own health and safety whilst at work
All staff are made aware of their responsibility to highlight any potential risks which may harm staff or patients.
New members of staff receive a full induction including verifying qualifications to ensure there are suitably qualified to undertake their roles.
Our staff are registered and qualified and comply with the continuous professional development standards set by the General Medical Council and Nursing and Midwife Council.
We will undertake regular appraisals and review training needs of our staff .
Staff are encouraged to take responsibility for their own training and development using Blue Stream Academy and the GP Training Service.
National Diabetes Audit - helping to improve diabetes care
To take part, the GP practice will share information about your diabetes care and treatment with the NDA. The type of information, and how it is shared, is controlled by law and enforced by strict rules of confidentiality and security.
For further information about how your information is used please see the NDA patient information leaflet. Taking part in the NDA shows that this GP practice is committed to improving care for people with diabetes.
If you do not want your information to be used, please inform the receptionist, your GP or nurse. This will not affect your care.
More information is available – please ask a member of staff for a patient information leaflet.