Help Us To Help You

We aim to provide the best possible service for all patients registered with the practice and as a patient you can expect:

• To be seen the same day for conditions you and your doctor agree are urgent;

• To have your records treated with confidentiality;

• To be seen within 30 minutes of any appointment you are offered at the surgery and, should we fail to do this, be given an explanation for the delay;

• To be seen at home if you and your doctor agree you are not well enough to attend surgery;

• To have long-term medication and treatment reviewed at agreed intervals;

• To be informed (through leaflets etc) of the practice's services and how best to use them.

• To receive health care in clean, comfortable and appropriate surroundings;

• To be treated with courtesy.

In return, we expect you, OUR patients:

• To treat the doctors and staff with courtesy;

• To let us know as soon as possible if you are unable to keep an appointment, so that we can offer it to another patient;

• To be punctual for your appointment;

• To be understanding if your consultation is delayed because your doctor has had to attend an urgent case;

• To make more than one appointment if more than one person needs to be seen or you have a number of problems;

• To ask for a home visit only if the illness prevents you from attending the surgery;

• To contact the doctor out of surgery hours only in cases of medical emergency which cannot wait until the next working day;

• To notify us as soon as possible if you change your title, name, address or telephone number, so that we can update our records; this makes it easier to get in touch with you in an emergency.

Access To Medical Notes

You are entitled by law to have access to your medical records. You must apply in writing to the practice manager. A fee is charged for access plus any photocopying required. The doctor is entitled to withhold any information, which may be considered detrimental for you to see.

Freedom Of Information Act 2000

This Act requires public authorities, including general practitioners, to release to patients, on request, details of information they hold. Such requests must be responded to within 20 days, subject to certain provisions exempting disclosure. In compliance with the Act the practice has a Publication Scheme which gives information on:

• services and practitioners
• guide to the information routinely made available to the public

A copy of the publication scheme is available on request.

Computer Data

Certain patient data, eg registration details and medical details, is stored on the computer. We are registered under the Data Protection Act 1998.

Confidentiality

All staff are bound by strict rules of confidentiality, an ethic which is taken very seriously by everyone at the surgery.

What To Do If You Are Dissatisfied

Although we will do our best to meet your expectations, there will inevitably be occasions when we get it wrong and, where possible, we will try to resolve your complaint ourselves. Please discuss your concerns with our practice manager, Gina Titman, who will carry out an investigation into your complaint.

If after doing this you are still dissatisfied, you may wish to discuss the matter with your doctor. Alternatively, you may address your complaint to the complaints manager at NHS Norfolk in Norwich on 01603 257000. The address can be found in the Practice Complaints Procedure which is available from the surgery.