Patients Charter
Whyteleafe Surgery is a long established medical practice that is committed to preserve and enhance its good reputation for being a caring practice.
We undertake to:
- Treat you with respect and courtesy at all times
- Provide you with advice and treatment in a timely manner
- Help you make decisions about your health by treating you as an equal
- Discuss what treatment is available and refer you on to other experts where necessary
- Maintain confidentiality in what we discuss and the records we keep on your behalf
- Keep up to date with developments in health care by continuing to learn
In return we ask you to:
- Keep your appointment, or let us know as soon as possible if you can’t
- Only use the out-of-hours services in an emergency
- Only request home visits for those that are too ill to come to the surgery
- Please allow 48 hours for your repeat prescription
- Be nice to our staff! They do their best for you and respond very well to “please” and “thank you”
- Let us know, via the Practice Manager, if you have any suggestions or cause for complaint as soon as possible
- Let us know when we have done well
Confidentiality
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:
- To provide further medical treatment for you e.g. from district nurses and hospital services.
- To help you get other services e.g. from the social work department. This requires your consent.
- When we have a duty to others e.g. in child protection cases Anonymised patient information will also be used at local and national level to help the Health Board and Government plan services e.g. for diabetic care.
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.