Confidentiality

The practice complies with Data Protection and Access to Medical Records legislation. Identifiable information about you will be shared with others in the following circumstances:

• To provide further medical treatment for you e.g. from district nurses and hospital services.
• To help you get other services e.g. from the social work department. This requires your consent.
• When we have a duty to others e.g. in child protection cases anonymised patient information will also be used at local and national level to help the Health Board and Government plan services e.g. for diabetic care.

If you do not wish anonymous information about you to be used in such a way, please let us know.

Reception and administration staff require access to your medical records in order to do their jobs. These members of staff are bound by the same rules of confidentiality as the medical staff.

Diabetic Eye Screening

The Practice shares your diabetes related data with the Diabetic Eye Screening Programme operated by Health Intelligence (commissioned by NHS England). This supports your invitation for eye screening (where you are eligible and referred by the Practice) and ongoing care by the screening programme. This data may be shared with any Hospital Eye Services you are under the care of to support further treatment and with other healthcare professionals involved in your care, for example your Diabetologist.

For further information, take a look at Health Intelligence’s Privacy Notice on the diabetic eye screening website: www.berkshiredes.nhs.uk

Freedom of Information

The ICO has published a new Model Publication Scheme that all public authorities are required to adopt.

https://ico.org.uk/media/for-organisations/documents/1153/model-publication-scheme.pdf

Comments & Complaints

We make every effort to give the best service possible to everyone who attends our practice.

However, we are aware that on rare occasions things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.

To pursue a complaint please contact a member of the practice management team and your concerns will be dealt with appropriately. Further written information is available on the complaints procedure from reception.

We are continually striving to improve our service. Any helpful suggestions would be much appreciated and a suggestion box is located in the waiting area.

The Health Service Ombudsman

The Health Service Ombudsman has published a booklet that describes the ‘six principles for remedy’ in relation to complaints handling and involves:

1. Getting it right
2. Being customer focused
3. Being open and accountable
4. Acting fairly and proportionately
5. Putting things right
6. Seeking continuous improvements

If you remain unhappy after everything has been done to try to resolve your concern or complaint you have the right to approach the Ombudsman.
Tel: 0345 015 4033
Email: phso.enquiries@ombudsman.org.uk
Write: Millbank Tower, Millbank, London SW1P 4QP.

Duty Of Candour

We share a common purpose with our partners in health and social care – and that is to provide high quality care and ensure the best possible outcomes for the people who use our services.  Promoting improvement is at the heart of what we do.

We endeavour to provide a first-class service at all times but sometimes things go wrong and our service may fall below our expected levels.

In order to comply with Regulation 20 of the Health and Social Care Act 2008 (Regulations 2014) we pledge to:

• Have a culture of openness and honesty at all levels
• Inform patients in a timely manner when safety incidents have occurred which may affect them
• Provide a written and truthful account of the incident, explaining any investigations and enquires made
• Provide a written apology

Provide support if you are affected by an incident.

PRACTICE CHARTER

Patient’s Rights to General Medical Services

•  To be offered a healthcheck on joining a doctor's list for the first time.
• To have appropriate drugs and medicince prescribed.
• To be referred to a Consultant acceptable to them when they and their GP thinks it is necessary, and to be referred for a second opinion if they and their GP think it is advisable.
• To have access to their health records, subject to any limitations of the law, and to know that those working for the NHS are under a legal duty to keep those records confidential.
• To choose whether to take part in research or medical student training.
• To receive a copy of their doctors practice leaflet, setting out the services that he or she provides.
• To receive a full and prompt reply to any complaints they make about the care they receive at the Surgery.

Mortimer Surgery Philosophy:

Our aims are to offer the highest standard of health care and advice to our patients, with the resources available to us.

We have a team approach to patient care and endeavour to monitor the service provided to patients, to ensure that it meets current standards of excellence.

We are dedicated to ensuring that Practice staff and Doctors are trained to the highest level and to provide a stimulating and rewarding environment in which to work.

Our Practice Charter

• You will be treated with courtesy and respect by all Practice personnel.
• An urgent appointment with a Doctor or Practice Nurse will be available on the same day if appropriate.
• Our standard is to see 80% of patients within 20 minutes of their appointment time.  If you have waited longer than this please ask Receptionist for an explanation.
• An appointment with a Practice Nurse will be available within three working days.
• Requests for repeat prescriptions will be dealt with within 48 hours.
• All comments and suggestions about the service are welcome.  Please use the 'Comments Book' provided at Reception.
• If you have a complaint please speak to any member of staff.  Your complaint will be dealt with in a professional and efficient manner.
• We wish to make the service at Mortimer Surgery accessible as possible.  If you have hearing, visual or physical difficulties, please let the receptionist know so that we can enable you to fully use our services.

Patient’s Responsibilities

• If you are unable to attend for an appointment please let us know so that we can offer it to someone else. Patients who regularly miss appointments are written to and reminded of their responsibilities.
• If you are late for your appointment you may be asked to rebook at another time.  Try to let us know in advance if you are going to be unavoidably delayed, so that we can make alternative arrangements to help you.
• A home visit should only be requested for those who are unable to come to the surgery because of serious illness or infirmity.  Please ring the surgery before 11.00am if at all possible.
• An urgent appointment is for an urgent medical problem.  Please speak to the Receptionist if you require a sick note or repeat prescription.
• We would ask you to be patient if the Doctor or Nurse is running late.  This is often due to unforeseeable emergencies but please ask for an explanation form the Receptionist.
• Make a separate appointment for each patient that needs to be seen.  This allows the Doctor enough time to treat each patient with the time that they deserve.
• Please act in a responsible and courteous manner whilst on the Practice premises for the safety and comfort of others.
• Please treat all surgery staff, fellow patients, carers and visitors politely and with respect.  Violence or verbal harassment will not be tolerated or accepted, you may be asked to register at another surgery if this behaviour occurs.

Dated:  04.05.17