|
|
 PRACTICE CHARTER STANDARDS |
| YOUR RESPONSIBILITY TO US |
Please let us know if you change your name, address or telephone number.
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 calls 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.
| COMMENTS, COMPLAINTS AND SUGGESTIONS |
Our aim is to provide a high standard of service at Llanrumney Medical Group and we are always pleased to receive your comments on any aspect of the practice. We try to deal swiftly and sympathetically with any difficulties you may experience. The doctors would like to know of any reason for dissatisfaction or praise.
There is an in-house complaints procedure, compliant with NHS regulations, and our practice manager will be pleased to advise you about this. Making your complaint to the practice does not prejudice your right to complain to NHS Business Services Centre should your complaint not be resolved to your satisfaction.
Your complaint should be submitted as soon as possible after the event. Mrs Watkins, our practice manager, will then ensure that all relevant details are recorded and arrange for the complaint to be investigated.
| CONFIDENTIALITY |
Confidentiality is respected for patients of all ages and all our staff are bound by the same strict code of confidentiality that is observed by the doctors.
| WHY DOES THE NHS COLLECT INFORMATION ABOUT YOU? |
Your doctor and the team of health professionals caring for you keep records about your health and any treatment or care you receive from the NHS. This information will either be written down (manual records), or held on computer (electronic records). These records are then used to guide and manage the care you receive. You may also be receiving care from organisations outside the NHS (like social services). If so, we may need to share some information about you so that everyone involved in your care can work together for your benefit. Whenever this is necessary, your information will be handled in the strictest of confidence and will be subject to the principles of confidentiality.
|
