Practice Charter

These are the local standards set within this practice for the benefit of our patients. It is our job to give you treatment and advice. Following discussion with you, you will receive the most appropriate care, given by suitably qualified people. No care or treatment will be given without your informed consent. In the interest of your health it is important for you to understand all the information given to you. Please ask us a question(s) if you are unsure of anything.

Our Responsibility To You

Access:
1. You will have access to a doctor rapidly in the event of an emergency. We offer both face-to-face and telephone consultations with a doctor. Patients can usually see a health professional on the day of choice, however there may be occasions when this is not possible, but we will ensure patients are seen within 48 hours of request.

National Access Target:
2. The national access target simply means that all patients should be seen by a GP within two working days or a primary care professional within one working day if they wish to do so.

What this Actually Means:
3. 'A GP' - any general practitioner. This is not a named GP nor is it necessarily a GP at the registered practice, but is expected to be one who is convenient and easily accessible to patients.

'Within 48 hours' - within two normal working days (i.e. not including Saturday or Sunday or Bank Holidays) following the day when a request by a patient was made. This does not include emergency appointments.

'A primary care professional' (PCP) - any healthcare professional including GPs, Practice Nurses, allied health professionals, other healthcare staff who is a member of the practice or wider local primary care team, a community pharmacist for instance. This is not a named PCP nor is it necessarily a PCP at the registered practice, but is expected to be one who is convenient and easily accessible to patients.

'Within 24 hours' - by the end of the next normal working day (i.e. not including Saturday or Sunday or Bank Holidays). This does not include emergency appointments.

What Ramsey Health Centre is Doing:
4. Where possible, you will be offered a doctor of your choice, but if all appointments for that day have been taken you will either be asked to phone back the following morning, or you will be contacted by the on-call emergency doctor who will decide whether or not you need to be seen that day. As always, you will have access to a doctor rapidly in the event of an emergency.

Your Responsibility To Us

Help us to help you.

Please let us know as soon as possible of any changes in your personal information – address, phone number (including mobile), email etc. You may use the Change of Address Form to notify us. Fill out the details and press the send button. Alternatively, please drop into the practice and complete a paper form.

Please do everything you can to keep appointments. Tell us as soon as possible if you cannot. Otherwise, other patients may have to wait longer.

We need help too. Please ask for home visits by the doctor only when the person is too ill to visit the surgery.

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

Test results take time to reach us, so please do not ring before you have been asked to do so. Enquiries about tests ordered by the hospital should be directed to the hospital, not the practice.

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

Please read our practice booklet. This will help you to get the best out of the services we offer.

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

Remember, you are responsible for your own health and health of your children. We will give you our professional help and advice. Please act upon it.

CONFIDENTIALITY

We respect your right to privacy and keep all your health information confidential and secure. It is important that the NHS keeps accurate and up-to-date records about your health and treatment so that those treating you can give you the best possible advice and care. This information is only available to those involved in your care. The Department of Health have issued a Code of Practice: 'Confidentiality and Disclosure of Information'. A copy is available via the Practice Manager who will be happy to discuss with you any concerns you may have regarding your medical records and who has access to them.

FREEDOM OF INFORMATION – PUBLICATION SCHEME

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 and by clicking here.

VIOLENT AND ABUSIVE BEHAVIOUR

In line with the NHS policy on violence and abuse of staff by patients, the practice will not tolerate violent, abusive, aggressive or threatening behaviour. We recognise that at times patients and relatives may be in distress, but unacceptable behaviour results in stress for our staff and ultimately a reduced service to all our patients. In such instances patients will be removed from the practice list immediately. Thankfully instances of behaviour of this sort are rare but we appreciate your help and understanding in this matter.

COMPLAINTS

We do our very best to offer you a high quality service. Sometimes though we make mistakes and need your help to put things right. Please let the Practice Manager know if you experience any difficulties or have concerns that we can help with. We have a leaflet which explains our complaints procedure.

COMMENTS AND SUGGESTIONS

We are happy to accept and consider comments and suggestions from our patients. You may use the Comment or Suggestion Form to notify us. Alternatively, you may present your views in writing at reception.

HEALTH CENTRE LIBRARY

We have an extensive library of books and audio and video tapes for patients. A full catalogue is available in the waiting room; please ask the Patient Services staff for information. We are happy to lend any item free of charge. We also have a large supply of patient information leaflets which we can copy for you.

OTHER SOURCES OF HELP

Services not provided by Ramsey Health Centre are the responsibility of the Cambridgeshire Primary Care Trust whose contact details are:

Cambridgeshire Primary Care Trust, Block 23, Heron Court, Ida Darwin Hospital, Cambridge Road, Fulbourn, Cambridge, Cambridgeshire, CB1 5EE

Tel: 01223 884008 or visit the website: CambsPCT

Patient Health Information is a free, confidential service providing information on health-related issues for patients, carers and the public. Patient Health Information does not provide medical advice. They can be found in the Education Centre at Hinchingbrooke Hospital (09.00 to 17.00) or telephone 01480 416114.