Shreeji Medical Centre22 Whitby RoadSloughBerkshire, SL1 3DQTel: 01753 424496
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:
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.
The ICO has published a new Model Publication Scheme that all public authorities are required to adopt by 1st January 2009.
Model Publication Scheme - further information
We make every effort to give the best service possible to everyone who attends our practice.
However, we are aware that 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.
Simply contact the Practice Manager and she will set all the necessary wheels in motion. 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 has published a booklet that describes the ‘six principles for remedy’ in relation to complaints handling and involves:
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: firstname.lastname@example.orgWrite: Millbank Tower, Millbank, London SW1P 4QP.
The NHS employs over a million staff in thousands of locations. It is a large and complex organisation providing a broad range of services. It is not surprising that sometimes you or a loved one may feel bewildered or concerned when using the NHS. And this can be at times when you are feeling at your most vulnerable and anxious.
So, what should you do if you want on the spot help when using the health service? The NHS expects all members of staff to listen and respond to you to the best of their ability. But sometimes, you may wish to talk to someone employed especially to help you. The Patient Advice and Liaison Service, known as PALS, has been introduced to ensure that the NHS listens to patients, their relatives, carers and friends, and answers their questions and resolves their concerns as quickly as possible.
PALS also helps the NHS to improve services by listening to what matters to patients and their loved ones and making changes, when appropriate.
In particular, PALS will:
If you would like more information about PALS please visit the following link: https://www.nhs.uk/common-health-questions/nhs-services-and-treatments/what-is-pals-patient-advice-and-liaison-service/
It is the patient's responsibility to provide accurate information about their health, condition and status and take some personal responsibility for it.
It is the patient’s responsibility to keep their appointment and cancel if they are unable to attend. Patient's should make sure they follow the course of treatment which has been agreed and talk to their Clinician if they find this difficult. To make sure that they do not run out completely of their regular medication , patients are requested to check their cupboards before ordering repeat prescriptions. Patient’s must ensure that a repeat medication request is put on time.
Patient's are responsible in ensuring they participate in important health programmes such as vaccination.
Patients must notify us of any change of address or contact telephone number immediately you may miss an important appointment letter from us or the hospital or even lose registration with our practice if we don’t have your correct contact details on our system. Children (under 16 yrs of age)should have an adult with them when visiting the doctor.
Patients should ensure that those closest to them are aware of their wishes about organ donation.
Patient's are expected to give feedback - both positive and negative- about the treatment and care they have received including any adverse reactions they may have had.
Patients have the right to:
When changes are introduced to practice procedures that affect patients, we will ensure that these are clearly explained, by means of a brochure; waiting room noticeboard or individual leaflets, giving as much notice as practicable.
To ensure the best possible knowledge of your personal health, these will be signed by your usual GP wherever possible.
When a doctor or nurse arranges for a test to be taken the patient will be informed how to obtain the result. (Results are normally available after 2pm the following day)
Transfer of Medical Records
The Practice will endeavour to dispatch any medical record required by the Health Authority within seven working days, or on the same day if the request is urgent.
* We will respect patients' privacy, dignity and confidentiality at all times *
With a Doctor: For routine consultations, we will endeavour to offer patients an appointment within two working days of the request. For medically urgent requests, we will offer an appointment on the same day.
With a Practice Nurse: For routine appointments, we will offer an appointment within five working days. If there is a delay in the appointment wait (when you arrive) of more than 20 minutes, we will let you know. We are happy to update you on any delay situation if you feel that you have been waiting too long.
Home Visits: We are unable to guarantee a specific doctor will visit you, as this depends on availability and other factors. The decision to home visit will be at the doctors’ discretion.
The NHS operate a zero tolerance policy with regard to violence and abuse and the practice has the right to remove violent patients from the 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 will 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 the circumstances leading to it. Patient's are expected to treat Practice Staff and other patients with respect and recognise that causing a nuisance or disturbance on practice premises could result in prosecution.
Showing courtesy to the staff at all times - remember they are working under doctors' orders. Violence or verbal harassment will not be tolerated or accepted.
If there is a violent or abusive patient we will try and calm the patient down by getting another member of staff to talk to him/her or to take them to another room to calm them down. This normally works because the abusive patient can calm down when he or she is alone. If this is not successful then we will tell the abusive patient that we will contact the police.
Our surgery is fully accessible to disabled people including wheelchair bound. Our reception counter is also designed so that patients who are wheelchair bound can easily gain access to our reception staff.
There is a slope at the surgery entrance and also inside to aid wheelchair access.
The Practice has designated parking spaces in the car park for patients with a disability.
There are also toilet facilities for disabled patients.
A wheelchair is available for those with difficulty in walking (for use within the Practice only) - this can be obtained through our Reception Staff.
A portable induction loop is available to help the hard of hearing. This can also be provided for individual consulting rooms when necessary.
How we use your health records.pdf
You have the right to access your medical records and to the information held on the computer system (you must be aged 16 and over).
If you would like access to your medical record you are required to sign a consent form. You will not be charged for access to your health records, but if there are repetitive requests for the same information then the Practice will charge you a fee. For further information please ask the reception staff.
Where it is considered appropriate by parents, or where an adolescent does not wish the presence of an adult, a child may give the legal consent to their own treatment.
Under these circumstances, the clinician must be satisfied that the child has a full understanding of the advice and treatment being provided.
We believe every individual who accesses our services has a right to be free from fear and intimidation, to be treated with dignity and respect, to have their choice respected and not to be coerced to do anything against their will.
Our practice is committed to safeguarding children, young people and adults irrespective of their background, and recognises that a child or adult may be abused regardless of their age, gender, religious beliefs, racial origin or ethnic identity, culture, class, disability or sexual orientation.
A vulnerable adult is defined as “a person aged 18 years or over who is or may be in need of community care services by reason of mental or other disability, age or illness; and who is or maybe unable to take care of him or herself, or unable to protect him or herself against significant harm or exploitation”.
Please click on this link to access Local Safeguarding Child Board Protocols:
Please click on this link to access Local Safeguarding Adult Board Protocols:
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