COMPLIMENTS, COMMENTS AND COMPLAINTS (Including Our Complaints Policy)

Our aim is to put you, the patient, first and provide you with the best possible service. To make this aim a reality it is important that you have the opportunity to tell us what you think about the service we provide. Our Compliments, Comments and Complaints Procedure is one way you can do this. You can tell us when we get things wrong so we can put them right as soon as possible for you and if relevant our other patients. You can also tell us when we get things right, make comments about the things we do or how we do them or perhaps suggest new ways for us to do things.

Our full complaints policy along with information on how we will handle your complaint can be found here Compliments, Comments and Complaints Policy and Form

POLICY ON VIOLENT OR ABUSIVE PATIENTS 

This practice adopts a zero tolerance approach to violence and aggression. 

We are committed to taking all reasonable precautions to ensure the safety and well being of our employees and we will endeavour to protect them from physical and verbal abuse. Patients who are violent or aggressive towards any person on practice premises will be removed from the practice list. 

CONFIDENTIALITY 

It is important that we keep accurate and up-to-date records about your health and treatment so that those treating you can provide the best possible care. To provide you with the care you need, we hold the details of your consultations, illnesses, tests, prescriptions and other treatments that have been recorded by everyone involved in your care and treatment. This information may be stored on paper or electronically on computer files by practice staff. 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 records. 

We sometimes disclose some of your personal health information to other organisations involved in your care. For example, when your GP refers you to a Consultant at the hospital we will send relevant details about you in the referral letter and receive information about you from them. If you are referred to a hospital Consultant you are also welcome to request a copy of the referral letter. 

Our use of your personal health information is covered by a duty of confidentiality and is regulated by the Data Protection (Jersey) Law 2005. This gives you a number of rights in relation to how your personal information is used, including a right to access the information we hold about you. 

If you have any worries about confidentiality please feel free to speak to a member of staff. 

PATIENT CHARTER 

We aim to provide the best possible service to our patients and hope you feel that we achieve this aim. The success of that partnership depends on an understanding of each other’s needs. 

OUR RESPONSIBILITY TO YOU

You will be greeted courteously. 

You have the right to confidentiality.  Anything discussed in the consultation room will be treated in confidence unless you intend to harm yourself or others.

You have the right to see your medical records subject to the limitations of the law. 

You will be seen the same day if your medical need is urgent. 

You will be seen by the doctor of your choice whenever possible. 

You will be informed if there will be a delay of more than 20 minutes for your appointment. 

You will be referred to a Consultant when your GP feels it is necessary. 

You will be given the result of any test or investigation on request. 

Your repeat prescription will be ready within 2 working days of your request. 

The practice manager will acknowledge any written complaints within 3 working days and investigate and endeavour to respond to any written complaints received from patients within 10 working days. 

YOUR RESPONSIBILITY TO US

Help us to help you: 

Please let us know if you change your name, address or telephone number. 

Please do everything you can to keep appointments. Tell us as soon as possible of any changes/cancellations. 

Please ask for a home visit only if the person is too ill to visit the surgery. 

Please keep your phone calls brief and avoid calling during peak morning time for non-urgent matters. 

We ask that you treat the doctors and practice staff with courtesy and respect. 

It is important that you understand the information given to you. Please ask us questions if you are unsure of anything.