Practice Charter

Confidentiality

We ask you for personal information so that you can receive appropriate care and treatment. This information is recorded on our computer system and we are registered under the Data Protection Act. The practice will ensure that patient confidentiality is maintained at all times by all members of the practice team. Our staff are all contracted by strict rules of confidentiality and failure to observe these rules is regarded as serious or gross misconduct.

Freedom Of Information

The Freedom of Information Act 2000 obliges the practice to produce a Publication Scheme. A Publication Scheme is a guide to the ‘classes’ of information the practice intends to routinely make available.
This scheme is available from reception.

Comments and Suggestions

We do try to provide you with the best services possible and follow guidelines set out by the Primary Care Trust, but we realise that on occasions you may not feel that this has happened. We therefore welcome any comments and suggestions about our services that you feel may be of benefit. Please put this in writing to our practice manager who would be happy to look into any matter.

Complaints And Concerns

We hope that most problems can be resolved quickly and easily. Please speak to the practice manager who would suggest the best way forward, or put your complaint in writing to her within six months of the incident that caused the problem; or within six months of discovering that you have a problem, provided this is within 12 months of the incident. We shall acknowledge your complaint within two working days and aim to have looked into your complaint within 10 working days.

Please note that we keep strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, we have to know that you have their permission to do so. A note signed by the person concerned will be needed.

Complaining to the Health Authority

We hope that if you have a problem, you will use our practice complaints procedure. We believe this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our practice. However, this does not affect your right to approach the Local Primary Care Trust if you feel you cannot raise your complaint with us or you are dissatisfied with the result of our investigation. You can write to the PCT at West Herts PCT, Charter House, Parkway, Welwyn Garden City, AL8 6JL. You can also use The Patients Advice & Liaison Service (PALS) by email: pals@whht.nhs.uk or by phone on: 01923 217198 who will look into the matter independently.

Zero Tolerance

The practice supports the NHS policy of zero tolerance with regard to violence or abuse directed towards the doctors, staff or others on the practice premises or other locations where treatment may take place. Persons abusing this policy may be reported to the police and removed from the practice list.